When Photospecialist first began offering livechat it was immediately met with success, but it also brought with it new customer service demands. First and foremost customers appreciate the quick, expert advice, and the conversion on live chats is spectacular!And yet the channel also faces some challenges. Perhaps the biggest one is to remain consistently available for customers.
At ROBIN we are 100% dedicated to offer our customers amazing support. It’s what we live for. It’s our vision, passion and strategy all rolled up in one. But hey, we’re a customer service software company. Our customers would expect nothing less than amazing support.
The shining customer service example in E-Commerce is Zappos. Their #1 core value is to deliver ‘WOW’ through service and they have build a multi-million dollar business out of it. It’s often advocated on marketing blogs that your E-Commerce store should also aspire to deliver ‘WOW’ through service to attain customer service nirvana - like Zappos did.
But is that the right advice? Should that be your customer service goal? Let’s take a closer look at 'customer delight’ and ask: is it marketing spin or a valid growth strategy?
Howdy! It’s been a while since the last update on this blog. Not that we haven’t been publishing! Throughout the summer we have continuously been publishing posts over at our other blog ‘Definitive Guide to Customer Service for Online Stores’.
Moreover, we’ve been busy developing new features to help you - eCommerce storeowners - deliver better service with less effort.
Let’s take a look at what our development team been up to this summer and start with an optimization we rolled out on the ROBIN website today:
How often have you contacted a web store with a quick question, only to get an automated email response that says ‘we’ll do our best to answer your question within 24 to 48 hours’?
Imagine walking up to the counter in a brick and mortar store with that same question. You’d be pretty surprised to hear the shop assistant say that he unfortunately can’t take your question right now, but he’ll do his utmost best to answer it tomorrow or possibly the day after.
That’s exactly how that email feels to an online shopper who’s looking to buy something today.
That’s why Michiel (ROBIN marketing duder) and I jumped on a plane from Amsterdam to spend some quality time with the folks at the Shopify mothership in Ottawa, Canada.
Our mission? To take our relationship with Shopify to the next level. And boy, was it a trip to remember. From attitude to energy, process to culture, we gained some serious insights into why they are the fastest growing e-commerce platform on the planet.
And that’s what I’d like to share with you in this post. But first ...