How Customer Support Fuels eCommerce Success with Salesforce Service Cloud

How Customer Support Fuels eCommerce Success with Salesforce Service Cloud

Market research says that 83% of the customers need support service to complete a purchase. You may wonder! You may think that customer support is required only after making a sale. But that’s not the case always! Right after the customers land on your eCommerce website, they are much likely to seek support to make an informed decision. To get a new business off the ground, no doubt you need a great idea, capital, and best-suited eCommerce platform, but to run a business seamless great customer service needs to be a part of your company. 

Why is customer service so important for an eCommerce business?

To keeping your business growing successfully, meeting your customers’ satisfaction is paramount. Your support team can create winning experiences that help you stand out from the competition when they are empowered to upsell or cross-sell relevant services. They can move beyond just reacting to problems and anticipating customer problems and can drive an amazing customer experience.

“89% of companies now expect to compete mostly on the basis of customer experience.”

— GARTNER RESEARCH

Prioritizing customer service support can have a big impact on your company’s bottom line and helps you attract and retain loyal customers. It’s no surprise that mobile consumers’ behavior has been changed as they are accustomed to getting whatever and whenever they want, and it raises their expectations. It’s more important than ever to support customers on every channel as today’s customers quickly share negative experiences online. 

Average Percentage Improvements Reported by Salesforce Customers:

  • 22% DECREASE IN SUPPORT COSTS
  • 26% CUSTOMER RETENTION
  • 31% FASTER CASE RESOLUTION
  • 35% INCREASE IN CUSTOMER SATISFACTION

Source: : Salesforce Relationship Survey conducted 2014–2016 among 10,500+ customers randomly selected. Response sizes per question vary.
https://www.salesforce.com/products/service-cloud/what-is-customer-service/?d=cta-right-nav-0

Surveys reveal that 86% of consumers would like to pay more for a premium customer experience – early access to features, premium support, quick delivery, or other benefits. In today’s world, focusing on the customer experience is a smart business. 

Our eCommerce experts point out few reasons why customer service is important to your business. Let’s discuss those:

Surge in Sales

By providing information to the customer need when they need it, you can save your sale. If customers can’t find the information they’re looking for, it’s been reported that 52% of customers will abandon online purchases. So, providing the exact information they are looking, to your reps is the best way to satisfy the customer and increase sales. 

Customers Retention

Not to mention that the most effective drivers for new business are happy customers and word of mouth of those satisfied customers. To retain customers, fast & helpful customer service is critical. We know from the U.S. Small Business Administration reports that 68% of customers leave due to inconvenience they faced while connecting with the customer support team. And You can’t afford it as acquiring a new customer costs 6-7 times more than retaining an existing one. It will be a smart move if a well-maintained support team helps winning customer satisfaction and persuade them to return to enjoy the same.  

Cross-sell and Upsell

A Customer relationship management app can provide a unified view of all the customer-related information collected from all of your support channels and the apps you use to run your business. Here you can uncover opportunities to cross-sell and upsell customers using this CRM app, and you share customer information, product insights, and support metrics across the company. 

Support agents know when a customer needs help as they can see order histories, open opportunities, and shipping status and do a better job of building relationships. Your current customer can be an important asset and one of your best sources of business. 

Optimize the services you offer

You can gather information from a huge variety of sources across your business and beyond when a good customer service application is coupled with a CRM system. This information will reveal the customer feedback about your product/service. You can see what modifications and features customers would like to categorize those feedback and discussions carefully. The insights will help you enhance your service/product and give a solution to its pain points.   

Make smart business decisions

To make faster, smarter decisions, make sure it’s easy to get the insights you need when you look at a help desk solution. The data from your help desk can help you check your support team’s performance index and provide indicators to optimize your team. Your customer service tools can help you improve virtually every aspect of your business, as, from help desk data, you can have an overview of CSAT (customer satisfaction) scores.   

How can Salesforce Service Cloud help to offer seamless Customer Support?

To improve your customer experience and your business’s reputation, you need to choose your customer service team’s right platform. From customer transaction to service request to resolution, you need a single consolidated view. Salesforce Service Cloud brings the new age service management system and provides a centralized platform to help desk data insight. 

Salesforce introduced Service Cloud as a customer support platform or CRM platform. It empowers businesses to make better decisions and to improve how businesses interact with their customers. Customers can reach out and start a conversion on any device from anywhere, which keeps the customer happy. With Salesforce Service Cloud, every communication channel is open for your agents to respond to customers’ needs.  

Features of Service Cloud:

  • Built on Customer-360 Platform
  • unifies data and can access the same information across different channels.
  • Provides a complete view of the customer  
  • Tools provide faster and more optimized customer service for the support team.
  • Tools to enable better self-service for the customer.
  • Tools to analyze data for executives 

The Service Cloud platform brings a 40% increase in agent productivity, 41% faster first contact resolution, and 34% increase in customer retention.”

Benefits of integrating with Salesforce Service Cloud:

  • Scaling up business growth by making a long-term solution for customer support
  • Accurate business decisions based on unique customer database
  • Making responses easy for compliance concerns
  • Comprehensive record-keeping means
  • Better employee retention ultimately lowers TCO
  • Surges the ability to work efficiently, thus results in alleviate support team stress. 
  • Real-time collaboration on the go
  • Connects your entire organization
  • A comprehensive view of customers’ past preferences to offer personalized incentives and special offers

In a nutshell

Faster collaboration, efficient case resolution, and improved customer experience are of eCommerce success. By providing automated tools and centralizing the customer data, Salesforce Service Cloud makes the whole process of customer experience flawless. 

To transform the support function without disrupting the current operations, ETG experts can help you. Engaged with ETG – Implement & integrate all the disparate systems with Service Module.

How ETG Can Help ?

ETG Global Services Inc. is a global eCommerce Solutions provider and an implementation partner for Salesforce Commerce Cloud. ETG specializes in providing customized and tailor-made solutions for retailers starting their eCommerce journey.

ETG is a Salesforce development partner, providing – Demandware Implementations, Demandware Consultants, Headless SFRA consultants.

If you are looking for a Salesforce Commerce Cloud Implementation Partner, drop us a note info@etggs.com

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