In celebration of eDesk’s partnership with Aircall, our Head of Product Marketing, Sean Broderick and Aircall’s Technology and Partnerships Manager, Autumn Carter got together to discuss how extraordinary customer support empowers online sellers to sell more.
Research from eDesk and Aircall shows the link between first contact resolution, customer satisfaction and positive reviews, and that end-to-end customer support is critical to unlocking the potential of eCommerce.
Regardless of marketplace or webstore platform, 90% of buyers consider customer service to be the deciding factor in whether to do business with an organization. The majority of online consumers say that their preferred method of communicating with vendors is by phone when their query is complicated, and by email or chat for simpler matters.
A positive customer service interaction will lead to 55% of shoppers purchasing repeatedly from a brand and 44% posting a positive review online. After a negative customer service interaction, 35% said that they’re likely to switch to a competitor and 46% are likely to leave a negative review.
With over half of online shoppers seeking support in the past six months, and reviews having more influence than traditional advertising, customer service is clearly a really important part of becoming and remaining a customer.
Today’s sophisticated buyers say that digital brands who deliver good customer service know their history with the business, and are able to resolve their queries in the very first interaction.
The Covid pandemic has changed the way we sell and buy online and digital brands and buyers increasingly see customer service as a competitive differentiator. Brands that communicate empathetically and efficiently with customers stand out from their peers, and stand a better chance of converting browsers into loyal buyers.
With shoppers using voice, email, chat and social media to contact vendors, sellers need real-time oversight of all these channels, and the wider eCommerce ecosystem, to resolve customer queries quickly.
We partnered with Aircall to add cloud-based phone support to the existing communication platforms natively integrated within our eCommerce helpdesk.
Now all customer queries can be distributed evenly amongst customer support agents who have real-time access to all the current and legacy multichannel information they need to resolve tickets from within one inbox.
If you’re serious about eCommerce, find out more about the advantages of connecting Voice to your other eCommerce channels by watching our webinar with Aircall on our YouTube channel.