eCommerce Customer Support Services
Offer human-assisted personalized support to customers across all your channels
Your website visitors can shop from your online store anytime- day or night, on weekends, or during holidays. But are you providing adequate support when they encounter issues during their purchase journey? Do seasonal surges, especially around the holidays, overwhelm your team with more support requests than they can handle? Are delays in responding to customer queries leaving them dissatisfied? Without timely assistance, they may abandon their shopping carts.
This is where our eCommerce customer support outsourcing services help. With problem-solving and critical-thinking abilities, our customer support executives promptly address any issues (on any channel- email, chat, or phone) that customers may have, reducing the risk of negative reviews.
Outsource eCommerce Customer Service to us to:
- Respond to high volumes of customer queries instantly
- Address key queries relating to products, delivery, returns, and more
- Monitor and manage multiple online channels with quick response times
- Track metrics like response time, resolution time, customer satisfaction scores (CSAT), and feedback to continuously improve service quality
Outsource eCommerce Customer Support: Our Key Offerings
Provide your customers with instant answers and personalized services through multiple mediums. Ensure customer satisfaction, avoid bad publicity, and increase repeat customers by outsourcing eCommerce customer support services that include:
Live Chat Support for Online Stores
Our live chat support service offers real-time, human-powered assistance to your customers directly on your eCommerce website. Our trained associates are available 24/7 to resolve queries, address concerns, and guide your customers through their shopping journey. By offering real-time support, we help increase customer satisfaction, reduce cart abandonment, and boost sales conversion rates. We offer assistance in
- Order tracking and status updates
- Product information and recommendations
- Post-purchase support
- Assistance with navigation and search
- FAQ resolution
- Return and refund assistance
- Handling payment and checkout queries
- Customer feedback management
Email Support Services
Our email support services provide efficient management of your growing customer email communications. We understand that email remains a critical channel for customer inquiries and concerns. Our dedicated team prioritizes and handles customer email tickets promptly, ensuring timely and thorough responses regardless of volume.
- Customized email templates for consistent brand voice
- Personalized responses to customer inquiries
- Management of high-volume email influxes during peak periods
- Integration with your CRM for comprehensive customer history
- Automated responses for common queries to improve efficiency
- Escalation protocols for complex issues
- Analysis of common issues for FAQ updation and product improvement
Virtual Assistant Services
Hire a dedicated customer support virtual assistant for your business. Acting as an extension to your team, our VA can effectively handle all your customer queries. Our eCommerce VA team can quickly adopt your brand voice and develop an in-depth knowledge of your products for prompt and effective B2C customer support.
- Personalized, one-on-one customer interactions
- In-depth knowledge of your products and services
- Consistent point of contact for customer queries
- Handling complex customer issues and requests
- Proactive follow-ups on customer inquiries
- Customized support tailored to your brand voice
- Monitoring of customer interactions and trends
Multi-Channel Customer Support
Our multi-channel support service ensures that your customers receive consistent, high-quality assistance across all communication platforms. Whether you are selling on marketplaces or having your own online store, we tailor our approach to each channel's unique characteristics and provide a seamless support experience regardless of how customers reach out to you.
- Unified support across email, phone, chat, and social media
- Consistent brand voice and messaging across all channels
- Cross-channel ticket management
- Channel-specific response strategies
- Integration with various communication platforms
- Omnichannel analytics and reporting
- Availability across multiple time zones
Technical Product Assistance Support
When selling complex products, our customer support experts guide your customers through the intricate process of product installation, setup, or troubleshooting. We ensure that your customers can fully utilize and enjoy their purchases, reducing returns and enhancing overall satisfaction with your products.
- Assistance with initial product setup and configuration
- Explanation of advanced product features and functionalities
- Compatibility checks with other systems or devices
- Software update and firmware upgrade assistance
- Creation and maintenance of product-specific knowledge bases
- Escalation protocols for complex technical problems
- Remote diagnostics and problem-solving
Customer Support for Social Media Platforms
Our eCommerce customer support services extend to managing interactions on popular social media channels like Facebook, Instagram, etc. Moreover, we monitor your social channels, respond to inquiries promptly, manage your brand's online reputation, and ensure appropriate customer engagement.
- Monitoring of brand mentions across social platforms
- Quick response to customer queries on social media
- Proactive engagement with customer posts
- Social listening for potential issues or opportunities
- Crisis management and reputation protection
- Content moderation for brand-owned social spaces
- Social media trend analysis and reporting
We Support and Manage Customer Interactions Through:
Social media management tools
CRM systems
Email customer support software
Marketplace-Specific Support (Amazon, eBay, Walmart, etc.)
Ticketing System Integration and support
eCommerce Platform Support (Magento, WooCommerce, Shopify)
Need Support for your Preferred Customer Support Software?
Whether you're using industry-leading platforms or any niche solutions, our team is equipped to deliver top-notch customer service through your chosen software.
Our expertise extends to a wide range of popular customer support tools, including but no limited to:
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Zendesk
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Freshdesk
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Intercom
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Helpscout
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Kayako
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Zoho Desk
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Salesforce Service Cloud
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Gladly
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Kustomer
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LiveAgent
By outsourcing your eCommerce customer support to us, you can leverage our experienced team's knowledge of these platforms, ensuring efficient ticket management, prompt chat responses, and consistent customer care across all channels. We adapt to your existing systems and handle the day-to-day support operations while you focus on growing your eCommerce business.
Whether you're looking to outsource Zendesk chat support, need help managing Zendesk tickets, handling Freshdesk customer service, or require support through any other platform, our team can help with all.
Deliver Human-Assisted Customer Support With SunTec India
Are you finding your automated systems and chatbots falling short in providing personalized experiences or handling complex issues? At SunTec India, we bridge this gap by assigning subject matter experts in your domain who seamlessly resolve customer queries without disrupting the conversation flow. Our Humans-in-the-loop approach ensures customer satisfaction in scenarios where automation alone may fail.
At SunTec India:
- Hire human experts to resolve complex issues that automation can't handle effectively.
- Employ skilled agents to provide the personalized interactions customers still expect and value.
- Utilize subject matter specialists to leverage deep domain knowledge for nuanced inquiries.
- Implement a balanced approach to optimize costs by avoiding expensive AI infrastructure investments.
- Deploy trained professionals to manage and resolve unique, context-specific customer scenarios.
Connect with us!
To know more about our services, or discuss your project requirements, write to us at info@suntecindia.com.
