4 Platforms & Software Your E-Commerce Brand Needs To Elevate Customer Service

Two decades ago, a friendly voice on the phone and a speedy response to an email were touted as examples of exceptional customer service. 

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Today, the standards we have for customer service are much higher, with consumers expecting instant, personalized interactions that go beyond basic problem-solving. 

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To truly thrive amongst your competitors in a saturated market, your E-Commerce brand needs to provide expert customer service as well as a seamless, end-to-end customer experience.

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Otherwise, your bottom line may end up falling flat. 

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Why Does Your E-Commerce Brand Need Customer Service Software & Tools? 

No shade to Excel and Gmail, but spreadsheets and manual emailing can only take your brand so far. 

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When it comes to building a customer service strategy that will set your brand up to scale, the fundamental question is not whether your brand needs the appropriate tools & software, but rather, if your brand can afford to function without them in the meantime.

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According to Salesforce, nearly 80% of customers say the experience a company provides is just as necessary as its products or services. 

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Therefore, if your brand is bouncing customers around throughout their customer journey and overcomplicating the process, the majority of your customer base will likely think twice about shopping with you again. 

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If you’re ready to upgrade your strategy with the best customer service software to support your brand, team, and customers, we’re here with suggestions to help you get started.

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Below, we’ve taken a deep dive into four of our Partners here at TalentPop that we highly recommend to every new or existing E-Commerce brand.

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From elevating communication and automating support to simplifying returns and fulfillment, these E-Commerce customer service software options will offer a technological upgrade as well as a strategic edge that your brand needs to impress and satisfy your customer base – especially during BFCM’s inevitable flood of tickets and inquiries.

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1. Gorgias

At TalentPop, we know better than anyone that all E-Commerce helpdesk software is not created equal. However, when it comes to Gorgias, it’s safe to say we’re totally obsessed with what this brand has created. 

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What Is It?

Gorgias is the #1 rated helpdesk software for E-Commerce merchants that focuses on helping brands take extreme ownership of their customer service approach and maximize their impact with strategic, automated support.

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Main Features:

• Integrates easily with your existing stack of E-Commerce tools including Shopify, Magento, BigCommerce, Klaviyo, Recharge, Yotpo, and 80+ more.
• Offers omnichannel customer service by centralizing all support tickets in a well-organized dashboard for each customer.
• Allows brands to create a personalized shopping experience for customers to increase conversion rates.
• Includes automation so that teams spend more time helping customers and less time on repetitive tasks.

Why It’s Essential:

Gorgias allows you to take control of your brand’s customer experience and turn your customer service team into a profit center. With Gorgias, you can streamline support by customizing your workspace with macros, automation, and strategic views that show agents which tickets should be prioritized or even funnel specific inquiries or channels to agents of your choosing. 

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Top E-Commerce brands like Olipop and JOONE have greatly increased their revenue from customer service by as much 1200% using Gorgias’ customer service ticketing software while decreasing response and resolution times by up to 91%.

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2. Aircall

Nailing your method of communication is as important as mastering how you communicate with your customers, which is where Aircall comes in.

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What Is It?

Aircall is an integrated business phone system for sales and support teams that allows your brand to have better, more productive conversations with customers without the chaotic set-up.

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Main Features:

• Easy to set up (AKA, no IT required) and create both toll-free and international numbers for your business. 
• Includes a conference feature that allows you to host 5 people in the same live call at once.
• Complements other critical E-Commerce tools including Salesforce, Gorgias, HubSpot, Zendesk, Monday.com, and 100+ other integrations.
• Offers an analytics component that lets your team track key metrics (think wait time, missed call rate, and call volume), monitor live calls for quality assurance purposes, and even secretly speak to teammates on a live call to offer prompt, real-time advice.

Why It’s Essential:

Aircall makes phone and SMS communication easy with its cloud-based voice solution that has been designed specifically for sales and customer service teams. Particularly during busy shopping seasons, such as BFCM, your team will be happy to have a system that makes calling simple and maximizes both productivity and profits for your business.

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3. Loop Returns

Return rates for E-Commerce brands hover around 17.9% during Black Friday & Cyber Monday. Therefore, you’ll not only want but need a tool by your side this holiday season that simplifies returns and exchanges for both your team and your customers.

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What Is It?

Loop is a return management platform that is designed to grow with brands as they scale and help teams take the stress out of return requests. By treating returns as a second chance rather than an annoyance or afterthought, Loop optimizes the experience to entice customers to shop over and over again with your brand (even if their initial purchases don’t ultimately work out).

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Main Features:

• On-demand returns portal that allows customers to begin the return process independently even when your team is busy with other inquiries or offline altogether.
• Before being offered a refund, Loop encourages customers to exchange their item instead in order to retain more revenue.
• Creates return labels easily and without a printer (because who has one of those anymore?) so that customers can simply drop their package off at the post office.
• Allows you to customize your return policies while preventing return fraud to help your brand save valuable time and money.

Why It’s Essential:

It might sound counterintuitive, but Loop has found that with the right tool, returns and exchanges can actually be an opportunity to generate more revenue for your business while creating an exceptional customer experience. 

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Over 2,200 E-Commerce brands like Love Your Melon, Odele, and Midori Bikini have decreased the average time to process a return by 10 to 15 minutes, lowered Shopify return abuse rates, and increased customer retention by using Loop.

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4. ShipBob

Order fulfillment is a huge component of the customer experience, and whether or not your brand has optimized fulfillment will dictate how successful your business will be in the future.

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What Is It?

ShipBob is a global omnifulfillment solution that offers best-in-class supply chain solutions for nearly 7,000 E-Commerce brands.

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Main Features:

• Omnichannel, end-to-end fulfillment allows brands to prevent stockouts, view real-time and historical stock levels, and ship orders purchased on various platforms like social media, marketplaces, and physical stores.
• Create a memorable unboxing experience with customizations for customers and orders. 
• Power your in-house operations with ShipBob’s award-winning, cloud-based warehouse management system (WMS).
• Fulfill orders on a global scale with expedited shipping options and DDP shipping capabilities.

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Why It’s Essential:

By mastering your fulfillment processes, your brand will be able to earn more repeat customers and generate more revenue that it needs to scale. 

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With a 99.5% accuracy rate in fulfilling orders and 50+ fulfillment centers operating across 6 countries, you can trust ShipBob to optimize your order fulfillment, ship 99.96% of orders on time, and create a trustworthy reputation for your brand that fosters loyal relationships with your customers.

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Create A Cohesive Customer Experience With TalentPop’s Valued Partners

Black Friday/Cyber Monday is typically the busiest weekend for E-Commerce brands, and to truly make your mark during this crucial time, your brand has to be set up for success with the right tools and software. 

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At TalentPop, our skilled, friendly agents are equipped with all the soft skills needed to manage customer relationships as well as knowledge of all the latest E-Commerce customer service software, such as Gorgias, Loop, Aircall, ShipBob, and many of our other Partners. 

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By combining our Partners’ platforms with our agents’ customer service expertise, it will be impossible for your brand to deliver anything less than a 5-star customer experience every single time – even during the busiest times in your calendar.

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To learn more about how TalentPop and our Partners will set your brand up to maximize profits this BFCM, schedule a call with us today.