Arranging Customer Support Services in an E-commerce Store
Every day, help desk specialists of any web store deal with a constantly growing number of customer tickets, which might seriously affect the overall productivity of a support department.
In this article, we will give you the ideas how to make the whole customer support process in a web store more efficient.
Customer Support Major Aspects
Ticket Monitoring & Management
Imagine the situation in which you have hundreds of tickets in your store, each to be handled properly. First, you should think about storing them in one place where they can be conveniently monitored and managed.
Most likely, we are talking about a grid that contains general information about each ticket, including customer name, status, responsible department, priority, and the like so that you can view all the required data and even create new tickets from there.
Still, general information can often be insufficient, especially when you need to view customer-related details and purchases for particular tickets. In this case, you should think about the solution that will give you the possibility to ‘drill-down’ customer tickets in the database of your store to view their detailed info.
Also, think about the possibility to edit specific ticket parameters on the fly, including ticket priority, assigned departments, order IDs, and so on, as these variables might need to be changed while processing the ticket. For more convenience, this should be done on dedicated ticket pages.