Angeline Somers
Conquest Care and Support Agency Ltd,
Support Simplified
Help desk software is extremely crucial in enhancing customer satisfaction, especially for those who run an eCommerce store. See how effectively it worked for Adam and his online apparel store.
4X
Faster Complaint Resolution
60%
and Higher CSAT Score
80%
Increase in the Purchase Rate
40%
Enhanced Customer Experience
15+
Years Industry Experience
Company's Back Story
Adam is our client who owns an online eCommerce store of apparel. He had just started his journey in this space. His store has been selling apparel for kids, men, and women. Adam has been in the industry for more than 15 years. Initially, he began with a small physical store, but as the trend shifted, he adapted. Along with his physical store, he recently launched an online store so that customers can purchase clothes from the comfort of their homes. For a long time, his goal was to take his business to the next level, and with the launch of this eCommerce store, he wanted to do so.
Challenges
Adam’s major challenges revolved around setting a standardized system for customer service to increase his brand’s customer retention rate. Let’s see the challenges that he faced:
- As a newly launched eCommerce store, there were a lot of customer queries generated daily, and they did not have any specific tool to tackle those queries on time.
- Due to late responses and resolutions, they were unable to offer their customer the greatest experience. They also failed to achieve the satisfaction rate they desired.
- As a result of not having suitable software at their disposal, frequently the customer service agents would end up overworked and frustrated.
- They were also unable to analyze the loopholes in the service department in order to optimize and make it better for their customers.
Solutions
After using a power-packed software like DeskXpand, Adam was able to see the enhancement that it brought to the customer service department. Let’s see how DeskXpand helped them:
- DeskXpand made it a lot easier for them to manage customer queries with its exceptional features such as omnichannel support, self-service, task management, automation, etc.
- They were able to respond to customer queries quickly with the help of canned responses. It saved a lot of time for the agents and increased their productivity.
- With the help of automation, all the queries were distributed equally to the agents, ensuring every agent managed the workload successfully.
- They optimized their service, as analytics helped them discover the loopholes. It also offered them customer data to personalize their offering.
Implementation (How DeskXpand Helped Them Solve Customer Queries 4X Faster)
Automate the Service Workflow
Managing customer queries is a very hectic task. It gets even more complicated if the customer becomes impatient. Hence, it’s important to be on top of your game. That’s just what Adam and his support team did; they automated certain tasks and made sure that they worked productively and with accuracy. Automation helped them solve queries easily and quickly.
Know Customer’s Satisfaction Levels
How satisfied your customers are makes a lot of difference in the way they interact with your brand. To know this, Adam used DeskXpand’s customer satisfaction survey feature, which helped him create surveys that included certain questions about his products and customers. He sent that survey to his customers, asking them for their feedback. This way, he came to know about the areas that needed improvement.
Respond to the Customer in a Flash
Customers expect a quick response from the service department. With DeskXpand’s powerful features, Adam’s service department was able to live upto their customer’s expectations, as they were able to effectively manage queries, respond quicker, and provide quick resolutions. They made sure with DeskXpand, they enhanced their customer’s experience and retained them.
Let’s Do This!
Talk With Our Support Genie!
Transform your customer support game with DeskXpand customer support software! Connect with us, and we’d love to give you a demo tailored to your unique business needs!
Our Client’s Own Experience
Before using DeskXpand, we were not able to keep our customers happy as they reached out but were not able to find a solution. In worst-case scenarios, they were not even able to reach out. Due to this, we lost a lot of our customers. This became one of the most concerned areas for our business. In search of great software, we came across DeskXpand. After using it, we were able to offer great service to our customers. Offering quality customer service also resulted in enhanced customer satisfaction and experience. After the use of DeskXpand, we saw an exponential increase in our retention and purchase rate. We are happy that we have software like DeskXpand to help our service department.
