Automation of the support service for online stores

• Form for the formulation of applications to the service. You can compose a question and get its solution in a way convenient for you.
• Placement on the site of an online store of useful articles thanks to which the consumer will independently try to deal with common problems, place an order and delivery, make a payment, make a return, etc.
• Mobile version of the resource with the ability to write or call helpdesk from a phone, tablet or other portable device quickly and easily.
• Page with public answers to the most common user questions .

• filters in helpdesk and automation of processing from incoming requests ;
• saving a complete history of customer requests with the ability to quickly search the database;
• feedback systemthat allows customers to evaluate specialists, keep statistics on the effectiveness of the service and take appropriate measures if such a need arises;
• constantly updating the database of frequently asked questions and possible solutions, posting them on your resource in the public domain;
• an application to the service department of the online store through the official pages of the business in popular social networks.

The organization of a support service is necessary already at the time of launching an online store. In this case, it will be possible to start a business and make it profitable with minimal resources and time. It is given the opportunity to build customer loyalty from the first request, quickly resolve all emerging issues and problems in order to avoid negative reviews and maintain a positive image of the company from the first day.

In today's realities of tough and not always fair competition, the availability of support is a prerequisite for the effective functioning of the company, regardless of its scale and form of ownership. Organization of helpdesk requires a serious approach, it is necessary to maintain a prestigious and positive image of the company in the market. Regardless of the CRM on which the online store operates, daily service and communication with customers must be of high quality. The very same support for sites on Bitrix, support for sites on magento, or helpdesk on any other resource management system will be approximately identical and can be carried out through third-party cloud services, such as E-trade from Elbuz.

It is possible to consider a system of communication with consumers of high quality if the following conditions are met:

• The minimum number of redirects between different consultants and departments of the company. All issues should be resolved by the manager who accepted the application from the customer, who, if necessary, can contact other specialists to quickly resolve the problem.
• Prompt response to requests - waiting time should be kept to a minimum, it is best when it is possible to contact the support service and get a response to your request online. If the buyer's request cannot be resolved immediately, it is necessary to clearly orient him in terms of the final decision and try to do everything possible to make the decision as quick as possible.
• Multilingual service - the client must receive a solution regardless of the language of the appeal, regardless of the region of service. To do this, the service department must have a manager who speaks several languages or an integrated online translator that allows you to form a response in a user-friendly language.
• Well-coordinated work in any conditions - customers must quickly receive a response even with a large number of calls and requests, for example, after interruptions in the operation of the resource or during promotions and sales. To do this, you can increase the number of employees processing applications or sort requests into categories and respond to them in bulk.