On today’s episode, we are joined by GQ Fu, a co-founder of LTVplus and a #cxnerd that is on a mission to rid the world of bad customer experiences. In a more globalized marketplace such as in eCommerce, great customer experience becomes a determining factor in how well your customers will perceive your brand and influence repeat purchases.

With GQ here, we will be talking about leveraging customer support functions as revenue-generating channels along with why you should invest in building your Customer Service team, how you should analyse your data, how your data exchange infrastructure should look like, and what are the key performance indicators that you should be looking out for.

So, if you’re running your own eCommerce store, starting a new one or planning to scale it to a wider global market, tune in as we discuss everything you need to know about building a seamless customer service experience.

Covered Topics:

• Scaling your eCommerce business internationally
• Gathering and Analysing your Data
• Data Exchange Infrastructure
• Success Metrics
• Omni Channeling

Podcast Show Notes:

• 01:35 – Easily Grow Your Business With A Powerful Marketing Automation Platform! Check out Klaviyo
• 05:09 – Who is GQ Fu and what is LTVplus?
  • Provide 24/7 outsourced contact centres for ecommerce stores worldwide
• 06:28 – Doing business on an international scale
  • Hiring local agents
  • Using technology and translation tools
  • Google Translate
• 09:25 – How to start your customer support channel as a startup
  • Begin with Email
• 10:54 – Data that eCommerce businesses should focus on
  • Extrapolate data depending on channels and figure out trends and patterns with AI Analytics tool
  • Improve overall user experience
  • Measure the performance of your Customer Service team
  • What possible products that you could offer in the future
  • Product Feedback
• 13:52 – Fashion eCommerce business
  • Sizing issues
• 15:10 – Data Exchanging Infrastructure to ensure effective communication with customers
  • Tabulate top 5 recurring topics
  • Create a standard tagging system for your agents
  • Daily Reporting
  • Aggregating the data
• 17:56 – Get the easiest way to backup your Shopify or BigCommerce store and undo unwanted changes with Rewind.io… Mention you heard about them at 2x eCommerce Podcast and get a ONE MONTH FREE TRIAL
• 19:30 – Automation
• 21:00 – Success Metrics
  • Customer Satisfaction
  • Customer Effort Score – how much effort did the customer have to go through just to get a resolution
  • Sales Conversion Rate
  • Response Time
• 25:10 – Phone Support
• 26:00 – Handling customer support on social media
  • Instagram
  • Facebook Messenger Lite
  • WhatsApp
• 29:27 – Conversocial
• 31:25 – Ideal Customer Support Platform
  • Omni Channeling Engagement
  • Automation
  • Analytics
  • Integration of live chats and FAQ’s
• 35:48 – Brands with good FAQ’s
• 37:41 – Recommended Books on Customer Service
  • “The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs” by Bill Price
• 38:25 – Final tips to treating your customers better
  • Take a more proactive approach to customer experience versus being reactive
• 42:12 – Join the 2xEcommerce Facebook Group

Topic Takeaways:

• Overall customer experience could be a defining factor for your brand. It entails how well the interaction was taken care of at that point in time, how satisfied is the customer with how your agents are doing, and it also helps you understand how customers perceive that entire experience with your brand.
• The goal is to not just jump in front of your customers’ faces and interrupt their entire experience, but rather, to let people know that you’re always there to assist.
• To streamline your process and achieve optimum customer satisfaction, you need to invest in automation tools and processes that can easily and instantaneously respond to FAQ’s and lessen agent interaction.
• Initial response time should measure how soon you can address a customer so that you’re able to take the necessary action before customers drop off your page.

Tweetable Quotes:

Working in customer service is not just about paddling the inquiries, but if you’re able to fix that or improve something about your site or your store then people wouldn’t have to ask your CS team about the same inquiries over and over.

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