51ÊÓƵ

In this episode of the 51ÊÓƵ Ecommerce Show, hosts Jesse and Rich are joined by Chris Lavoie, the Technology Partner Manager at . Tune in to up your customer service game with tips from industry experts.

The episode touches on the following:

• What helpdesk software is and how it differs from AI-chatbots.
• Omnichannel in customer service, and answering customer questions where they are.
• Using social media not only for marketing but for customer support as well.
• Effectively spotting and answering negative replies on social media.
• The most important metrics for customer support, including first response and resolution time.
• How to empower customers to serve themselves on a website and escalate to a live agent when necessary.
• Using machine learning to detect negative comments in customer requests to prioritize them in a support agent’s queue.
• Considering a customer’s history of requests to improve phone support. Customer service agents can get all the information they need about a customer right when they call.
• How presales can be an opportunity for customer support.

Highlights:

• “On the support metrics side, some keys are first response time. This is how fast a brand is able to respond to a ticket that comes in. It could be just as simple as: ‘Hey, we’ve received your inquiry. Just to let you know, we’re going to have an agent answer this as fast as possible.Â’
• ‘Even more important is resolution time, or how long it actually takes to solve the ticket. We have tons of data that shows there’s a massive correlation between brands who have really low first response time and resolution times and their lifetime value and churn rate.Â’
• ‘We have data that shows that when you respond to a presale chat via SMS or live chat in under 10 minutes, conversion rates go from 2-7%, which is industry standard, up to 28-30%. This is born from the fact that when people actually message your brand before they make a purchase, they’re not messaging you for laughs and giggles. 75% of the time they’re looking to make a purchase. If they message you, you have to respond faster. They’re gone after more than 10 minutes.Â’
• ‘People think support is only for post-purchase problems like negative experiences. But at Gorgias, we’re trying to change the narrative. There’s a huge opportunity for presales in customer support.Â’