In addition to providing fulfillment services, we can also help by running your Customer Support. This includes taking inbound emails, phone calls & online chat.
You’re trying to grow a best in class brand, and yet you’ve likely found your self creating return shipping labels for your customers or talking to them about which size product will fit better or fielding emails about tracking numbers. All of this is a distraction and it’s preventing you from really focusing on the product development, sales & marketing that will actually help your business grow.
We’ve identified this problem for the entrepreneurs that we’ve worked with over the years and ShipCalm has stepped up to offer a full customer service team for your business. You tell our team exactly how you’d like us to communicate with your customers and we’ll take on the heavy lifting. This can be a huge benefit not only to streamlining your time but also in ensuring lightning fast response times even on a Sunday afternoon.
The Customer Service Process:
Weinterview you to determine you Frequently Asked Questions and the general policies. Often we’ll do this by reviewing previous email threads with your customers.
- We implement a customer service tracking software that tracks all inbound emails, phone calls and website chats so that you can stay in the know about every inquiry
- Anytime we get an issue that we can solve based on the FAQ and standard policies, we seamlessly escalate the ticket to you so that you can address the inquiry. Once we have a resolution we’ll update our knowledge base so that we never have to escalate issues like that again unless you want us to.
- We’ll provide reporting on response rates, customer happiness, frequent inquiries, common product issues and more.