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Support ticket issue

Discussion in 'eCommerce' started by glinglo, May 13, 2020.

  1. #1
    I run my own drop-shipping store and have been struggling with customer service lately. 80% of my live chat and email tickets are about the same few questions (where’s my order? How much does shipping cost? I want to return my package). I know how important it is to provide excellent customer service, but I honestly don’t have time to handle all the tickets. It takes me around 5 minutes to deal with each one. Not a great use of my time.

    Does anyone else struggle with the same issues of having to either provide slow customer support or have your supports agents spend time doing repetitive tasks?
    SEMrush
    Would love to hear the communities thoughts/experiences!
     
    glinglo, May 13, 2020 IP
    SEMrush
  2. qwikad.com

    qwikad.com Illustrious Member Affiliate Manager

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    #2
    A life chat can be taxing. Why not just let them contact you via email? You can then reply to the emails at your own pace.
     
    qwikad.com, May 13, 2020 IP
    JEET likes this.
  3. JEET

    JEET Notable Member

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    #3
    Why don't you pre-prepare answers to some common questions and display those answers just before you display "start chat" button? Most people will click the link of question if it matches their query and won't bother chatting.
     
    JEET, May 13, 2020 IP