12 Customer Service Challenges Harming Your Team and Revenue (+ How To Solve Them)
12 Customer Service Challenges Harming Your Team and Revenue (+ How To Solve Them)
As a manager of customer experience and retention, I've seen my fair share of customer service challenges. I even co-host the Oopsie Podcast, where we chat with leaders in DTC about their biggest on-job mistakes.
While the occasional error is inevitable, these random blunders don’t determine the quality of your company’s customer support. It’s really about how you address not only these one-off situations but also the bigger challenges that customer service teams face, day in and day out.
In this article, I'll talk through 12 of the most common pitfalls plaguing growing support teams, and give actionable advice to resolve each one.
With some awareness of these challenges, and the right systems to solve them, you’ll set your team up for success and give your customers the A+ experience that keeps them coming back.
Team management and resourcing challenges
Striking the right balance of staffing and skills for a customer service team is tricky. Under-resourcing leads to agent burnout, but overstaffing drives up costs and causes even bigger problems.
Use the strategies ahead to better allocate your company resources, increase the productivity of your team, and maintain consistent service quality (without going over budget).
1) Proving the team’s ROI and getting buy-in for additional agents and tools
Let’s bring it back to basics for a moment: a customer support agent’s job is to answer questions and address customers’ problems, along with maintaining incredible feedback loops. However, too many teams strictly focus on clearing the ticket queue, measuring the impact of their support teams with non-business metrics like response and resolution times.
Of course, these customer support metrics are important. But they’re only pieces of the larger picture of your team’s impact on the business.
Another common pitfall? Aiming for overly broad goals of “surprising and delighting” customers without a real understanding of how support impacts the whole customer journey or business ROI.
The reality is that customer experience (largely driven by the support team) has many touch points across the entire customer journey (from pre-sales to post-sales) that lead to more sales and customer loyalty.
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It’s important for your customer service team to proactively measure and prove ROI. Without knowing how much money your customer experience (CX) drives, you’ll never:
- Actually understand the impact you're having on the business
- Learn about the biggest opportunities to improve your CX
- Have up-to-date data about your impact on revenue to ask for more resources from company leaders
Solution: Shift your support team’s metrics and KPIs
If you only measure first response time and average handle time, you're only seeing whether your agents are good at answering tickets. Not whether they’re boosting revenue.
Expand your KPIs and reporting dashboard to track customer retention rate (CRR), customer satisfaction (CSAT) score, and conversion rate from customer service conversations.
If those are your base measurements, you'll incentivize support team members to act more as sales agents by reaching out to customers proactively to suggest products. This encourages happy customers to leave product reviews and other tactics that boost revenue.
And if you use Gorgias, like my team at Chomps, you can focus on CX-driven revenue even more with this Revenue Statistics dashboard:
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2) Hiring quality customer service agents at scale
As your business gets bigger, it’s tougher to build a team that provides high quality customer support.
Growing a team? Easy, lots of people are looking for jobs. But scaling with the right people? That’s another challenge entirely. If you hire low-quality agents and provide poor training, your team’s morale, performance, and ROI will begin to snowball:
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Solution: Hire agents like they’re sales associates
Hiring skilled customer service reps — that you compensate competitively — is the first key to solving this challenge. People often view customer service as a junior, anyone-can-do-it kind of role. That’s just not the case.
Especially in ecommerce, customer support has a huge impact on revenue. Between pre-sales support and post-sales conversations that drive loyalty, it makes much more sense to hire support reps as though they are sales associates. Because, in many ways, they are.
Once you hire an all-star team, choosing a customer support platform that includes built-in product training (like Gorgias Academy) can improve your onboarding process. Base your training on real data about your support team’s performance to help you focus your training on the areas that matter most.
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Check out this ultimate guide to customer service hiring for a step-by-step process that attracts strategic, empathetic, and business-minded agents.
3) Too many service tickets for your team to handle (especially during busy seasons)
For all the excitement of shopping events like Black Friday and Cyber Monday, there’s also a bit of pre-holiday scaries. Record sales also mean record tickets and record returns. It’s a great season, but an incredibly busy one.
The challenge is keeping up with a high degree of tickets without losing the fast responses and helpful, customer-centric approach.
Solution: Deflect low-impact tickets (without sacrificing support quality) using self-service
The best way to keep up with tickets (and preserve enough energy to nail the most challenging tickets) is to lean on self-service in your chat widget.
Self-service is a bit like a chatbot, but set up for customer success (rather than customer irritation). While chatbots try and imitate people, self-service provides simple functionality and workflows to answer common questions, track orders, request returns, and more.
Watch this video to understand a bit more about what self-service from Gorgias’ Automate can do for your brand:
If you still struggle to meet demand during busy seasons, even with the help of automation, think about how you can engage your larger team, beyond even CX, to help.
I always talk about how everyone at Chomps is trained on Gorgias (whether they work in CX or not) so that if we have a temporary increase of tickets, we can ask anyone in the company to step in and help out. We love the feature that Gorgias allows unlimited seats that allows this to be possible unlike other helpdesk platforms.
Another option to consider are services such as Simplr which provide remote support agents on demand.
4) Managing stress and avoiding burnout from high-pressure situations
Customer service teams are deeply empathetic, wanting to create the best experience possible for every customer. Unfortunately, this can be a double-edged sword. Even if 99% of customers are patient and understanding, it's hard not to dwell on the 1% who are rude or impatient. The frustrated customer messages and the social media callouts take an emotional toll over time, leading to burnout and turnover.
When good reps leave due to unrelenting pressure, it creates gaps in knowledge and relationships that weaken customer service overall. The long-term effects can ripple through an organization, affecting morale, team cohesion, and the reputation of your customer service department.
Solution: Provide your team with the resources they need — before they need them
The key is being proactive in supporting your team, not reactive. If a rep tells you they need help, it's often too late — the stress has already set in. Instead, provide a range of resources ahead of time.
- Add additional team members. Empower your team to request extra hands based on early warning signs. Bring in temporary contractors to handle seasonal spikes before things get unmanageable. Or, train employees in multiple departments across your company in CX so they can jump in to help.
- Develop go-to templates and scripts. Respond to emails with existing templates (called Macros in Gorgias) — whether that’s replies to shoppers with shipping and delivery problems, customers who got the wrong product, or folks who want to provide positive feedback.
- Wellness resources. Implement wellness initiatives like reset breaks and mental health days before burnout sets in.
Being proactive with resources shows your team you care, prevents disengagement, and ultimately provides better customer experiences. Supporting your team’s well-being strengthens service quality across the board.
Technology and customer service tools
New technologies can improve how your customer service teams operate, giving customers a better overall experience. But there’s always the whole "how the heck do we use this?" phase. offering innovative solutions to better processes and elevate customer experiences.
Balancing the excitement of modernization with the hurdles of integration is a common challenge that teams grapple with.
5) Choosing the right tools (and applying them correctly)
Many companies fall into the trap of investing in customer service tools that promise to do it all — from automated chatbots to crowded helpdesks. But trying to be everything for everyone often leads these generalized tools to frustrate customers more than help them.
A general chatbot, programmed to answer a broad range of queries, can misinterpret nuanced or specific questions, leading to inaccurate responses. Instead of guiding the customer towards a solution, it becomes an obstacle, prolonging the resolution process and frustrating customers more. Without customization, the promise of convenience is overshadowed by the bot's lack of specialized knowledge and inability to provide personalized customer service.
Solution: Select tools built for your business goals
Rather than investing in generic tools that promise to do it all, carefully evaluate solutions purpose-built for your business’s specific needs. For ecommerce, this means identifying where automation can step in to handle high-volume repetitive inquiries like order tracking and refunds. Investing in tools designed to deflect these common questions frees your team to focus on more complex issues that need a human touch.
My team uses Gorgias Order Management Flows for self-service order tracking and automated return/refund requests. Customers can quickly check their status, report issues, or start a cancellation without agent assistance. Not only does this resolve the most frequent customer questions instantly, but it also reduces ticket volume so our customer service reps can spend time building relationships through personalized service.
With the right tools to handle common inquiries in the background, your team is empowered to deliver exceptional human-centric experiences.
6) Creating a unified and seamless customer experience across various platforms
Customers jump between email, social, chat, and self-serve, expecting seamless support. A 2019 report from Salesforce found that 69% of customers want connected experiences, anticipating that the customer service representative they interact with across various channels to have the same information.
Yet, delivering omnichannel customer service across all platforms isn’t easy. Siloed experiences across channels frustrate customers and complicate agent workflows.
Solution: Use an omnichannel helpdesk for a seamless customer experience
An omnichannel helpdesk, like Gorgias, unifies customer service delivery across platforms. Instead of toggling between disconnected inboxes, agents handle all queries from one tool. Customers receive quick, consistent assistance whether they email, chat, SMS, or reach out on social media.
Making use of omnichannel communication comes with a slew of benefits:
- Consistent experiences across all platforms build trust
- Seamless hand-offs between channels reduce repetition
- Unified context gives agents the entire history to personalize interactions
- Meeting customers on preferred channels boosts satisfaction
- Omnichannel analytics uncover service gaps to improve
With a unified helpdesk, interactions build loyalty rather than frustration. The simplicity of managing all touchpoints from a single window creates seamless customer and agent experiences.
Knowledge and training in customer service
Well-informed, knowledgeable agents provide better service. From inconsistent rep expertise to keeping docs updated, knowledge-related challenges impact customer satisfaction.
7) Customer service representatives don’t have the answer to customers' questions
If a customer calls your company and doesn't get the answer to their question, they won’t leave the interaction feeling good about your brand.
Of course, customer service reps can't know the answer to every question off the top of their head. If your team doesn’t have the correct answers, often it’s a leadership issue. This makes it essential to provide your reps with all the resources they need to address each customer’s needs — fast.
Solution: Create a knowledge base, use templates, and thorough onboarding with product and process information
Lean on a knowledge base videos, and other resources that your customer support staff can use to find answers to common questions. It’s different from an external help center or customer-facing knowledge base and more extensive than an FAQ page. Your knowledge base can be an easy reference tool for agents whenever they need to double-check a customer service policy or product.
You can also program that knowledge directly into your helpdesk. Gorgias allows brands to create templated Macros that are easy to use and customize as needed. You can create templates for common questions and issues, building an internal knowledge base for your agents to pull directly into customer tickets.
Here’s an example from our Macros at Chomps, for a technical question that agents might not know off the top of their heads:
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This way, customers get consistent, accurate information, and agents don’t have to guess or dig for an answer.
That said, when it comes to instilling product and policy knowledge, nothing replaces your onboarding and training process. I recommend spending these sessions to educate your reps on the following:
- Product and service knowledge
- Policy and process knowledge
- Customer service tools
- Technical skills
- Good vs. bad tickets
- Brand voice and tone
- Soft skills (like how to empathize with customers)
- Helpful customer service phrases
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8) No crisis management or escalation policies
Sometimes support tickets need a higher-up to step in and sort them out. If your company doesn't have clear steps for bumping these tickets up, some might slip through the cracks.
This leads to angry customers who feel your company isn’t interested in fixing their problem.
Solution: Automate the ticket escalation process
Creating policies for escalating support tickets is the obvious place to start in addressing this challenge, but it's also helpful to automate ticket escalation to ensure that no ticket (or customer) gets left behind.
With Gorgias’ Rules, support agents can automatically transfer a ticket to another agent or team without having to manually collect customer information and reassign the ticket.
Gorgias also allows you to create rules for escalating tickets automatically, such as a rule for automatically escalating tickets when the platform's Sentiment Detection feature detects that a customer is angry.
Here’s an example of a Rule that uses Sentiment Detection to flag tickets where someone may leave a bad review:
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Customer interaction management
Every chat with a customer matters for keeping them happy and loyal to your brand. The tough part? Calming down heated chats, juggling multiple questions at once, and giving that personal touch even when you're swamped. The way agents handle each chat really shapes how the customer feels.
9) Dealing with a frustrated or angry customer
Dealing with angry customers is a part of the job that very few support agents enjoy.
However, empathizing and working with customers, no matter how upset they are, is just part of good customer service.
Angry customers who eventually calm down are potential customers who might return to your company — they are also less likely to leave negative reviews that could damage your brand image.
Solution: Improve your CX proactively with clear product and policy descriptions (plus self-service)
Most blog posts claim the best way to deal with an angry customer is to practice patience and empathy, maybe with a pre-written script. And if you want that kind of advice, check out this blog post with an example script for how to deal with an angry customer.
But let's look closer at the root of most customers' anger: The shopping experience didn't happen like they thought it would. The best way to mitigate that anger is to lean into proactive customer support:
- Create incredibly clear product descriptions (to avoid a customer feeling duped)
- Display detailed policies (for things like shipping and returns) prominently on your website
- Use pop-ups, banners, and mass emails to proactively warn customers about delays and outages before they get frustrated
- Build detailed FAQ pages and Help Centers to help customers find answers fast, before they get angry about having to reach out and wait
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For example, develop a great post-purchase experience to avoid customer anger. Send customers a detailed order confirmation, clear step-by-step information about when their product will be shipped, and how to track their order.
If you’re not sure where to start, listen to your customers. This guide to collecting customer feedback explains how to take insights from customer support tickets.
10) Providing customer service to multiple customers at a time
If you want any hope of achieving industry standards for metrics like first response time and resolution time, your customer support reps need to be able to work with multiple customers in real-time, across communication channels (like live chat and social media).
This is one of the more challenging aspects of the job for small teams. Thankfully, it is also something that the right customer service software can go a long way toward helping your customer service agents achieve.
Solution: Use a centralized helpdesk
If you aren’t already, consider using a helpdesk to manage customer conversations across all channels. A helpdesk pulls these conversations into one centralized inbox so your team can offer omnichannel service — a fancy way of saying offering support to customers on all channels without having to switch between tabs.
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Once your helpdesk is up and running, direct your customers away from calling your support line and towards your Contact Us page.
I recommend funneling as much traffic to a Contact Us page as possible because we have Rules set up based on the drop downs that the customer chooses. Those Rules organize the tickets into different views so that we can work based on urgency.
If they want to talk to an agent quickly, use channels like SMS or live chat.
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Service quality and efficiency
Delivering excellent service quickly is crucial, yet difficult. Customers expect fast, personalized responses and consistent experiences. Challenges include managing wait times, meeting service-level agreements (SLAs), and upholding quality across a growing customer base.
11) Maintaining a singular brand voice across different customer service agents
Customers want the same feel every time they chat with your brand, no matter which agent they get. But since each rep is different, you might find a mix of tones and messages. It's a bit of a balancing act to keep the brand voice consistent while letting agents be themselves.
Solution: Integrate your brand style guide directly into customer service workflows
Having a solid brand style guide keeps things consistent whenever you chat with customers. To create one, define your brand personality, voice, tone, and writing style. Provide guidelines and verbatim examples for everyday interactions like greetings, apologies, confirmations, and closings. Make sure the language aligns with your values.
Here’s how to put your brand style guide into action:
- Incorporate your brand voice directly into canned Macros and automated workflows. Customers will get on-brand, personalized responses.
- Ensure all agents can easily reference the guide as they craft customer conversations.
- In team reviews, collaborate to improve examples and optimize messaging.
- Allow reasonable personalization; agents should represent themselves within the guardrails of your brand voice. The goal is consistency with customer expectations, not rigid uniformity.
12) Slow resolution times
While most customer service teams need to start thinking beyond resolution times, they’re still a tentpole of your team’s performance — and one of the biggest customer service challenges.
Customers expect an immediate response to their questions. This is especially true of younger customers, with 71% of customers between 16 and 24 years old stating that a quick response to questions and issues can drastically improve their customer service experience.
When your team already has more tickets than it can handle, meeting these customer expectations can be a real challenge.
Solution: Give customers instant help with self-service (and prioritize the rest)
Yet again, the answer isn’t to work harder — it’s to work smarter. Rather than trying to answer every question as quickly as possible, set up self-service resources to deflect simple questions and build systems to prioritize the rest of your requests.
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I talked about self-service above, but to recap, here are a few easy-to-implement solutions worth considering:
- A robust help center with articles and videos to explain your policies and products
- A public forum where customers can post and answer questions, which becomes a self-service resource for future customers with similar problems
- A customer self-service menu in your chat widget, which customers can click for instant information about their order status or shipping progress
Once you’ve deflected, it’s time to prioritize. While you could prioritize each ticket by hand (sometimes called manual ticket routing), a helpdesk like Gorgias can help you do this automatically. Here’s an example of automation in Gorgias, called a Rule, that will put any customer requests to cancel a recent order (before it ships) into a priority queue:
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That’s just one example. Read this full guide to customer service prioritization for more guidance.
Conquer customer support challenges with Gorgias
The common customer service challenges we've explored aren't just annoying — they directly impact revenue and customer loyalty.
Companies need to take CX seriously (and invest accordingly) to boost retention. We all know I’m a Gorgias girlie. My team at Chomps uses Gorgias for support, and it helps us be fast, helpful, and strategic with our support
If you’re an ecommerce company that hasn’t checked out Gorgias, I really recommend giving it a shot. Most of the challenges are going to be extremely difficult to solve without the right tools. And for my money, Gorgias is the best tool for ecommerce support teams.
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FAQ’s
The most common customer service challenges include managing high volumes of queries, ensuring consistent service quality across channels, adapting to new technologies, and dealing with demanding or unsatisfied customers.
Customer service tools can efficiently handle many customer inquiries by automating repetitive tasks, organizing tickets, and prioritizing urgent issues.
Businesses can ensure customer service consistency across various channels by integrating multi-channel platforms, providing standardized training, integrating a brand style guide into their customer service workflows, and regularly monitoring interactions for quality assurance.
Businesses can use data analytics for personalized experiences, automating follow-ups, and providing timely solutions to customer issues.
Customer service tools can automate responses using AI-driven chatbots programmed to understand context and sentiment, ensuring that automated interactions feel genuine and tailored to individual customer needs.
Recommended Articles
Chatbot vs. Live Chat Software: What's the Right Solution?
Imagine leaving your angriest customers to spar with an automated script in your website’s chat window. Now picture your support team reading “Where is my order?” for the hundredth time and glancing at the clock, only to find six hours left in the workday.
Who do you think is more frustrated?
Luckily, you won’t have to answer that, because these are completely avoidable problems. Once you learn the important distinctions between chatbot software and live chat software, you’ll understand how to use them both more effectively and lower blood pressures across the board.
Chatbots rely completely on automation and artificial intelligence (AI) while live chat software connects customers with human agents via a real-time chatbox. A third option, self-service chat, is an appealing alternative.
To determine which solution(s) is best for your business, let’s compare chatbots and live chat software and go through the top use cases for each.
What is live chat software?
Live chat support connects customers with human support agents who can answer their questions and assist them with any issues. When a customer opens the chat box on a live chat support solution, they are connected with a real person from the company's customer support department.
Support agents then use live chat messaging to address customer inquiries and walk customers through the solution to their problem.
Interested in getting live chat software? Check out one of these lists for tailored recommendations:
- Best live chat software for ecommerce
- Best live chat software for Shopify stores
- Best live chat software for general use
Pros and cons of live chat
Pros:
- Live agents have the knowledge base to answer complex queries and customer issues
- 73% of customers state that live chat is the most satisfactory form of customer communication with a company
- Enables multitasking for support agents so they can assist multiple customers at the same time
- The personalized touch of a real human can go a long way toward improving your customer satisfaction
- Support agents can find opportunities to convert visitors or turn support interactions into additional sales
Cons:
- Not available after-hours when your customer team is off the clock
- More expensive to employ agents to respond to chats
- Responses will be slowed down by high volume which impacts resolution times
- Much of your agents’ time will be spent answering the same simple questions over and over
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What is the difference between chatbots vs. live chat?
Unlike live chat software, chatbot software doesn’t connect customers with human agents. Instead, chatbot software connects customers with a chatbot that utilizes AI and machine learning to provide natural language answers to common questions.
Automation assists customers with less complex issues and provides quick answers. Chatbot technology enables companies to reduce their average response time, and frees up support agents to focus on more complex queries.
Pros and cons of chat bots
Pros:
- The ability to answer questions 24/7 without paying for agents to work around the clock. According to a survey by Drift, 64% of customers say that 24/7 service is the best feature of chatbots.
- Chatbots offer instant responses to common questions like pricing inquiries, improving customer experience with quick resolutions to common issues
- Chatbot solutions are a highly cost-effective option, as they allow companies to resolve more customer issues without having to hire new customer support reps
- By answering commonly asked questions and resolving simple issues, chatbot solutions can free up support agents to focus on more complex questions
Cons:
- Chatbots can’t handle complex inquiries requiring human intervention
- Automated responses are a colder, less human form of communication, which can impact customer satisfaction
- No opportunity for agents to elevate an inquiry into an exemplary customer experience, such as offering personalized live chat offers
- Customers will become frustrated if the chatbot can’t properly answer their questions or solve an issue
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Live chat vs. chatbots: Evaluating their strengths to help you choose the right one (or both)
When comparing chatbots with live chat solutions, it's important to recognize that each category offers its own unique advantages. Many companies choose to employ both live chat and chatbot apps on their ecommerce websites.
With that in mind, let's explore the strengths of each solution.
Response times and customer expectations
One of the biggest advantages of chatbot solutions is the fact that they allow for immediate responses to customer inquiries. Live chat solutions can also help companies reduce their wait times, though not to the same degree.
Chatbot advantage: Answers are immediate
According to data from HubSpot, 90% of customers rate an "immediate" response as important or very important when contacting customer service, with 60% of customers defining "immediate" as 10 minutes or less.
With a chatbot app, offering immediate response times to customer queries is a much more attainable goal. Best of all, these immediate response times are a 24/7 offering for customers, whereas live chat agents may not always be on the clock.
Live chat advantage: Solve complex issues
The problem with relying solely on chatbots to reduce customer wait times is the fact that even the best and most intelligent chatbots are often unable to resolve complex issues. Chatbots are excellent at pulling information from internal databases to answer common questions, such as providing the status of a customer's order or editing it.
But for uncommon questions or complex issues, a chatbot alone may not be sufficient. Because they can only handle one thing at a time, it can take forever before you get all of your questions resolved.
Solution: Use both chatbots and live chat
Many companies use chatbots alongside live chat support. This allows businesses to offer both immediate responses, as well as more in-depth support for complex issues.
For example, a customer may first be connected with a chatbot that provides instant responses to their query and assists with gathering initial information. If the chatbot determines the customer's question or issue is too complex to resolve, the customer is then connected to a support agent via live chat.
This combination is an ideal solution for many companies, allowing them to quickly resolve common issues without the need for a live chat agent. At the same time, customers have the option to speak with a real person in cases where assistance from a chatbot alone isn’t sufficient.
Human touch and personalization needs
While chatbot apps can help reduce customer service wait times and the number of customer service reps needed, many customers prefer speaking with a person.
Live chat advantage: The human touch
A CGS study found that 86% of customers would rather interact with a human agent than a chatbot. Further, 71% of customers say that they would be less likely to purchase from a brand that did not have real customer service representatives available.
Chatbot advantage: AI learning
Chatbots have come a long way toward replicating natural language and determining customer intent for better customer engagement. Today, the best chatbot applications can come quite close to sounding like actual human beings.
Chatbots leverage AI and machine learning to deliver personalized responses, as opposed to only “canned” responses, and can better serve your customers.
Solution: Use both chatbots and live chat
Even the most advanced chatbots still fall short of a live representative when it comes to delivering a personalized, human touch. They’re also lacking when it comes to handling more complex questions or customer issues.
Once again, a combination of automation and live chat support is typically the best approach.
Consistency and accuracy
Chatbots and live chat applications have unique advantages when it comes to delivering consistent and accurate responses to customer queries.
Chatbot advantage: Consistency
Chatbots are excellent at delivering consistent, on-brand messaging. They can be programmed to systematically follow templates or scripts to provide a consistent customer service experience.
When working with human customer support agents, this high degree of consistency can be a little more difficult to achieve.
Live chat advantage: Accuracy
While live chat support may not offer the same consistency as chatbots, human support agents do tend to be more accurate when determining the intent of the customer they are assisting.
For example, a simple spelling error can sometimes confuse chatbots, whereas a human customer support agent would be much more likely to look past the error and correctly figure out what the customer needs.
A human agent is also much more likely than a chatbot to accurately interpret questions that are worded strangely.
Solution: Use both chatbots and live chat
For companies that are choosing between chatbots and live chat support, it’s a question of whether they’d like to prioritize consistency or accuracy. This is yet another reason why a combination of chatbots and live chat support is often the best solution.
More chat features to provide self-service support without the bots
Many of the issues your website visitors have with bad chatbots involve their mimicry of support from real people. It’s easy to tell when you’re chatting with a robot, but it’s not always made clear to you by the chat widget.
But there’s a third chat option that you should consider in addition to live chat and chatbot software.
Self-service chat options make it clear to your customers that they are receiving automated help. By presenting menus instead of imitating a human conversation, self-service customer support empowers customers to find the answers they need on their own.
It’s a win-win, because the customers get the answers they need in real time, at any hour. And your team can focus on support tickets that are more important to the business.
Here are a few ways self-service chat options can work.
Self-service order management
Up to 30% of incoming customer service tickets are shipping status requests. With self-service order management in the chat widget, customers are empowered to make these queries on their own — providing fast answers and reducing your support tickets.
These automated options are easy to add with Gorgias. This self-service adds buttons to the chat widget to automatically:
- Track an order
- Return an order
- Cancel an order
Quick service with chat automation provides quick, responsive customer service, which means better customer experience and a positive impact on revenue.
Barcelona-based shoe brand ALOHAS added self-service order management flows with Gorgias after experiencing a high chat volume. This allowed customers to find information on their own without a human needing to respond.
Here’s how a “track order” request looks in action:
Quick answer flows
When using a chat widget, you’ll notice the same questions come up again and again. You can satisfy those FAQs by adding quick answer flows into the chat widget.
These automations can be set up in the widget for questions like:
- What is your shipping policy?
- Are there any discounts available?
- Do you have any new products?
- What materials do you use?
These automations can be customized for whatever FAQs are most relevant to your ecommerce store.
Here’s how it looks, for example, when an ALOHAS customer wants to find out more about the brand’s shipping policy.
Luxury jewelry brand Jaxxon has used these self-service quick responses with great success. The customer service team found themselves overwhelmed with customer questions and unable to respond as quickly as desired.
Jaxxon upgraded their live chat widget with Gorgias Automate with Quick Responses for customers. The result, combined with using Gorgias’ helpdesk, reduced live chat volume by 17% and lifted the on-site conversion rate by 6%.
Autoresponders
Even when a customer chooses to type out a question, automation can be used to provide quick, customized service through the chat widget.
Gorgias can detect questions that come in through chat and provide automatic answers using Rules and Macros.
Here’s how the flow works:
- Intact detection scans the incoming message.
- Rules is triggered when a relevant message is found (such as some asking about where their order us) is responds to the customer.
- Macros is where you create the templated response sent to the customer. The Macro can be set up to pull in a customer’s unique information like order number, their name, and their tracking code.
The best part is this can not only be used for chat, but for responses to tickets coming in through other communication channels like email, social media, and SMS.
Keep customer service running 24/7
With Gorgias, you can make sure your chat widget isn’t missing a single ticket, even if your customer support team is offline.
First, you can set up your business hours to correspond with when you have live chat available. This will show up on your site’s chat widget by either showing the current status as online or offline.
From there, you can create automated responses for whether you’re offline or online. During business hours, this message can tell customers you’ve received their request and give a time by which they can expect a response.
After business hours, the responder can tell customers that although you’re offline, they can expect a response during the next day’s business hours via email.
You can also use a contact form which turns a chat into an emailed ticket. This is great to use after-hours and to make sure chat requests don’t get lost overnight.
Combine automation and human interaction for the strongest customer experience
The use of automation within customer service is multifaceted. As we discussed earlier, a human touch is critical for many customers, and speaking with an automated chatbot can be a turn-off. However, automation certainly has its place in the customer service process.
On the customer’s side, starting with self-service chat helps them receive quicker customer support at scale — a more satisfying experience. On your team’s side, automation allows for sorting, segmenting, and prioritizing tickets.
When self-service chat can’t solve an issue, someone from your support team can easily step into the conversation. You can use Macros — scripts that automatically bring in the customer’s information — to scale the human touch on your support team.
So in reality, it’s not automation vs human support. These are two complementary tools that work better together. And the result is a stronger and faster customer experience for your website visitors, which can increase your conversion rate by as much as 12%.
Still not convinced? In 2021, brands using the Gorgias chat widget generated an average of $38,702 from conversations involving chat. We have a whole post on live chat statistics that can help illustrate the impact our chat widget can have on your business.
Gorgias brings intuitive live chat to your ecommerce business, alongside your other channels
If you’re an ecommerce business looking for an all-in-one customer support solution that includes live chat support and AI-powered chatbots, Gorgias is your one-stop shop.
Our algorithms are trained on hundreds of millions of ecommerce tickets, so you can be sure your customers are getting the right responses every time.
Plus, you can manage both live chat and chatbot conversations in the same dashboard that you use for all your other channels, including phone, email and major social media platforms. Bring in chat from other channels, including Facebook Messenger. We’ll even be supporting Whatsapp in early 2023.
Our customer support platform is available for Magento, Shopify, and BigCommerce users.
Read more about our chat offerings by clicking here.
Customer Service Messaging: Tips and Templates for SMS + Conversational Channels
Customer service messaging (also known as conversational customer service) is a powerful way to elevate the customer experience and delight customers beyond their expectations. For customers, texting with a support agent feels much more convenient and casual than slower channels like email. And, SMS is a much better channel for “on-the-go” communication, since most people always have their mobile phones and can usually reply to text messages quickly.
That’s why customer service messaging is one of many recent customer service trends shaking up how ecommerce and D2C businesses offer support.
In this guide, we’ll discuss how your business can implement or improve this type of customer support and other conversational channels in your customer service strategy.
Let’s get started with why it’s important for businesses to offer SMS customer service.
What is SMS customer service?
SMS customer service is when support teams resolve customer questions and issues via text message.
Why SMS text messaging improves the customer service experience
Customers love these one-to-one messaging channels for customer service because they’re so quick and convenient. When implemented well, conversational messaging allows customers to reach your CS team and get answers quickly — within 42 seconds, most of the time. Especially considering that 42% of customers prefer communicating with customer service on messaging apps over any other channel, introducing a conversational channel may do wonders for your brand’s customer satisfaction.
Your customer support team can also use these channels to proactively reach out to customers with important updates and timely discounts.
SMS customer service is especially attractive to your customers because they don’t have to stay glued to your website or check a social media app for new DMs. They can get answers to their questions on a device they already check 96 times per day. Let’s take a closer look at SMS, a channel that’s quickly gaining ground as a standard support option.
10 tips to successfully incorporate messaging into your customer service strategy
Adding each messaging channel at one time might overwhelm your customer support team. Likewise, a new channel may have low adoption if you don’t announce it to your customers. As you begin offering messaging experiences as a part of your customer care portfolio, use our top 10 techniques to maximize the effectiveness of your workflows on those channels.
1) Funnel all interactions to SMS or messaging channels and then move to email or phone if needed
For issues with easy solutions, there’s no reason for customers to engage with email or phone. Emails are slow and clunky and phone calls can lead to customer frustrations, especially if your wait times are excessive. Texts are far faster than either option and can provide simple, accurate information that leads to speedier solutions — and happier customers.
For that reason, we recommend setting up your contact page and information so that text and other live channels are your first line of communication — well, after self-service support. You can always move to email or phone if the customer requests it or if the problem you’re trying to solve is better suited to one of those channels.
Tip: Speed is an important factor in all customer service interactions, but it’s critical when sending any sort of instant message. First response time (FRT) is a key customer service metric you can measure with Gorgias through the analytics dashboard. Make sure to track the speed of your responses when you start your support messaging program.
2) Consistently let your customers know that you’re available on quick messaging channels
To inform your customers they can now text your brand, we recommend adding “Text us,” plus your phone number, in some or all of these places:
- The footer of your website
- The “Contact Us” page of your website
- Your Gorgias Help Center
- Transactional emails (order confirmation, return initiated, etc.)
- The signature of your support agents
You can put your messaging app information in the same spots, and make sure to say you accept support requests via DM in your social media bios so customers know they can shoot you a message.
Tip: Because conversational customer service usually takes place on a user’s phone, you need to keep responses short and friendly. The long, detailed macros and templates you might use for emails won’t work when communicating through short messages — depending on your platform and your customer’s phone, long messages might not send or might get broken into multiple text messages. Plus, depending on your brand’s tone of voice, conversational channels are a great place to use emojis, images, and GIFs to make the conversation even more friendly and casual.
3) Use autoresponders for a lightning-fast first response
Start every messaging interaction with an autoresponder. This tactic lets your customer know that you received their request, and it gives your human agents a small buffer of time to finish up their current encounter before starting the new one. You can also include a link to your help center in case they want to look for their answer on their own.
You can use this tactic whether you’re incorporating chatbots for basic query automation, or using your customer service agents for all customer interactions.
See page XX for an example of an autoresponder Rule for messaging.
4) Create a system to categorize and segment priority tickets
Some customer support tickets should take higher priority than others. A customer that’s reporting a fraudulent purchase with their debit card needs a quicker response than someone who’s asking if there are any discounts they can use.
You can start by prioritizing:
- Tickets that have been open the longest. These are the customers who may be growing impatient, or even angry enough not to shop or work with your business again. This can be set up with a View of tickets that have been open for more than X minutes, where X is an amount of time corresponding to your service-level agreement (SLA).
- Tickets from VIPs and loyal customers. You can tag these customers and make a View based on that tag to surface their questions and concerns.
- Tickets that fall into certain intents, like “order/damaged,” which Gorgias auto-assigns through our proprietary algorithms. You can auto-assign these tickets with a “priority” tag using a simple automation Rule and set up a View that has all open priority tickets.
You can even set up dual priority queues for all priority-tagged tickets: One for priority tickets that are about to go past the first response time in your SLA and another for all other priority tickets. Then prioritize the former, followed by the latter, followed by other tickets, to keep your first response time and resolution time down while giving attention to important tickets.
Beyond prioritizing tickets, it’s also helpful to categorize them if they share similarities. Grouping similar tickets together boosts efficiency. For example, your team can come up with one main solution (create a new discount code because the previous one is buggy) and easily resolve the entire group of tickets in a single pass.
5) Use Macro templates to respond faster to repetitive requests…
If you are responding to customer service messages on a platform like Gorgias that supports Macro templates, you need to take advantage of this time-saving feature. But you can’t just take your existing email templates and drop them into these conversations.
You need to create a specific set of Macros for messaging purposes, using the principles we mentioned earlier: short, friendly, personalized, etc. That means you need to use variables like [Customer first name] or [Last order number] to personalize messages. If you set up your Macros strategically for DM and SMS messaging, many can be reused for live chat, as well.
To prioritize building Macros that will have the highest impact, create Macro templates to respond to the most common questions that have come through your helpdesk. You can also ask your team which responses they end up writing out the most and add those templates too.
Once you create and launch these Macros, you can automatically add Tags to Macros for reporting to see which Macros are being used the most. This will help you understand where you have gaps (or unhelpful Macros) and can make tweaks to improve your agent workflow and customer experience.
6) …Or deflect those repetitive requests altogether with automation Rules
If your customer service platform supports automation, as Gorgias does through our Automation Add-on, you can deflect up to a third of repetitive, tedious tickets instantly, with no human interaction. Much of this automation can be applied to customer service messaging, as well.
When we mention automated answers, some support professionals say something like, “We don’t want to send low-quality automated responses to our customers.” We completely agree: For many tickets, automation doesn’t provide the best customer experience.
However, as you know, most tickets your support team receives are repetitive and low-impact, like questions about order status (WISMO) or your refund policy. We recommend setting up automatic responses for these tickets, so customers get instant answers and agents have more time to respond to tickets that actually need a human touch.
Look through your reporting dashboards to see the tickets that are taking up the most time on your support team, and prioritize those requests for automation with Rules, where appropriate.
7) Go beyond text-only interactions with multimedia messaging
WhatsApp Business, Facebook Messenger, and SMS support images, and luckily so does Gorgias. This is a more engaging way to interact with customers, and it also allows you to exchange relevant images like broken parts, malfunctioning equipment, and screenshots for more helpful instructions.
If you want to go this route, maintain a catalog of fun, topical images that your support team can use in their customer conversations, and give them the freedom to collect their own images to insert. It’s a great way to make your support feel more personal and human, but use common sense: Frustrated customers don’t want to receive a picture or meme, they want their problem solved as quickly as possible.
8) Provide proactive support at scale on platforms that allow it
SMS and other personalized one-to-one support channels can get a little complicated because not everyone wants to interact on the same messaging application. True SMS support goes out over cellular networks and lands in users’ actual text messages, the same way messages from their friends and family do.
But you may need to be ready to handle other support channels that use similar short, text-based communication. These include Facebook Messenger, WhatsApp, and your website’s web chat. Certain channels may be a better fit for your unique customer base — for example, Instagram attracts a younger audience than Facebook Messenger, and WhatsApp is more common outside the US. Likewise, you may have other specialized messaging channels or messaging platforms that you need to support.
As a rule of thumb, you need to be where most of your customers are, which varies across businesses and industries. But to reach the desired level of customer engagement, most businesses need to be reachable via most, if not all, the major applications and support channels.
That’s where a unified customer service platform can be really useful. By keeping all of your customer conversations in one feed, you can handle more channels more strategically, through triage and routing to dedicated agents for specific tasks. For example, you could have one agent who just handles messaging and route all messages to that person for a quicker response.
On platforms like WhatsApp Business, you don’t have to wait around to hear from customers. This allows for a wide range of strategic and proactive support interactions.
For example, you can send out text blasts:
- When you have an issue affecting all customers (i.e. website downtime) to let them know what’s going on (and avoid getting excessive tickets about the issue)
- When you have new product launches or add-ons, driving revenue and customer education
- When you have relevant announcements for customers: limit these to news that actually affects customers (i.e. shutting down your community or a time-sensitive sale), not company news (i.e. your latest fundraising)
A proactive approach builds trust with your audience — they will see you going above and beyond with these efforts, and know that you’ll be upfront with potential issues.
9) Integrate your SMS support with your marketing efforts
SMS marketing is a useful tool for your ecommerce store, but it becomes even more powerful when you integrate your SMS marketing tool into Gorgias. Send out SMS blasts and have support agents on hand to handle any questions you get in response, to help nudge those customers closer to a sale.
With certain integrations — Klaviyo, for example — you can even use Gorgias attributes to segment and build campaigns. Use this function for win-back campaigns, or to send a special offer to customers who posted low CSAT scores.
10) Conduct surveys using text messages to collect feedback from customers
Text messages are an effective method for collecting feedback from existing customers, too. Once customers opt in to SMS communication, you can use this point of contact to launch quick surveys that provide valuable feedback.
Response rate is always an issue with email surveys, and other channels see higher response rates. Using a multichannel approach will supply you with more responses and help you make more data-driven decisions with the results.
Note: In a customer service tool like Gorgias, you would use one of our integrations with Klaviyo or Attentive to send the survey to entire segmented lists of customers or prospects, all at once.
SMS customer service templates for common response types
Ready to start implementing an SMS customer service strategy but not sure what to say? We get it: Staying concise yet friendly is tough, and so is conveying all the needed information in such a short space.
We’ve put together a collection of proven templates you can start using today. Adapt as many of these as you need to fit the contours of your business, and bring them into your customer service platform of choice. In Gorgias, you could auto-populate these responses through our Macros.
Note: We’re sharing these templates as text messages, but they can easily be adapted to other conversational channels like social media DMs and live chat.
Ticket received template
As we mentioned earlier, it’s a good idea to set up an autoresponder. This tactic can buy your team time to finish up a previous interaction or send an email, yet it shows you’re on top of the interaction and will be back soon.
Here’s our template for a ticket received autoresponder:
Thanks for texting {Brand Name}. An agent is reviewing your question now. We’ll get back to you shortly :)
Introduction message template
The introduction message is the point where your autoresponder or chatbot passes off the reins to a human agent. It’s the first point of personalization, and you want to make a solid impression. Still, your agents don’t need to be typing these out every single time. Use a template like this one to break the ice (just with a little less repetitive stress injury):
Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Thanks for messaging us. What can I help you with today?
Hours of operation template
There are two frequent scenarios where an hours-of-operations text makes sense. One is as an answer for when customers message you on social media or elsewhere just to ask when you’re open. In those cases, use this template:
Hello, {Customer First Name}! I’m {Your Name} from {Brand Name}. Our hours of operation are Monday through Friday, 9 a.m. to 8 p.m. Best, {Your Name}
The other scenario is when a customer reaches out via a messaging channel and there’s no one on the other end. If your helpdesk isn’t open 24 hours a day, use a template like this when the team isn’t live:
Hello, {Customer First Name}! Our live chat helpdesk is open {list hours}. You’ve reached us outside those hours. Leave a short message here and we’ll get back to you tomorrow.
By the way, if around-the-clock coverage is a goal of yours, you might be interested in introducing contact forms into your live chat widget. These forms let you keep your live chat on 24/7 and, when nobody’s available to answer, they ask customers for contact information so you can be sure to follow up. Learn more about Gorgias’ automation add-on and contact forms.
Order status template
This one’s pretty obvious: You want to let the customer know the status of an order, and there’s no reason to manually type a whole message to do it.
Use this template when a customer asks for their order status. You can create variations of this one for delays or other order status updates, and even customize it further to include tracking information.
Hey {Customer First Name}, great news: Your order has shipped! It will arrive on {delivery date}. Let me know if I can help you with anything else!
Payment reminder template
Customers with recurring subscriptions sometimes forget the frequency they sign up for or when their next payment will be. Use this template if customers frequently ask your brand when their next payment is:
Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Your next payment of {amount} is coming up. Your card on file will be charged {due date}. Questions? Reply here or call {phone number}.
Pro tip: While there’s nothing inherently wrong with soliciting payment via SMS, many consumers will view this with suspicion. Text channels may not be the best avenue for inviting bill payments or collecting credit card information. It could also lead to more cancellations, which makes it a balancing act, though customer clarity is important to have. Always track the impact of changes to your process and be mindful of how new touchpoints could affect it.
Deals or rewards template
If you’re trying to build brand loyalty or win back an upset customer, sometimes a simple discount code can go a long way. At the end of an SMS conversation, there may be times when you can surprise and delight customers by sending over an exclusive deal. Here’s a template (though you’ll certainly need to customize this one further to fit the details of your offer):
{Customer First Name}, thanks for being such a loyal customer. We’d like to give you {details of the offer}! Click to redeem: {short URL}
Refund issued template
Refunds happen, and they don’t always require a massively complicated interaction with your contact center. If you’re able to resolve a ticket and issue a refund with a simpler interaction, this template can finish the one-to-one portion of the encounter.
Notice the template specifies that the interaction will finish up asynchronously (via email). It’s a great way to tie off the synchronous, real-time interaction and lead the customer right to the next step (check your email.)
Here’s the template:
Hey {Customer First Name}! We’ve issued a refund for your last order. We’ll send all the details to your email, but feel free to let me know here if you need anything else.
Pro tip: You can tie discounts and future order credits into this template, but make sure your entire team is aligned on your official policy as you update the Macros to match it. You may also want to have different tiers of intervention (and offerings) depending on the severity of the issue.
Customer check-in template
The customer check-in is another asynchronous message that occurs outside of an active conversation. Perhaps the customer walked away from a previous encounter or seems to be stuck on the customer journey based on other CRM data.
Whatever the reason, a gentle, well-timed message can sometimes get the customer back on track.
Here’s a model:
Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Just checking in to make sure everything is working well for you. If you have any issues with our {products/service} or need anything else, let me know!
Templates for SMS marketing and relevant integrations
Though a customer service platform can handle the above templates, you’ll likely want to expand even further through additional integrations with the platform. If you take that approach, here are some opportunities that open up:
Discount template
If you’re running a sale or trying to drive traffic to your site, a great way to do so is by texting a discount code to customers on your SMS list. Because their phone is probably close by, it’s great way to promote your sale and make sure it gets noticed. Here’s a template you can use (but remember to update with your own promotion!):
Flash sale, this weekend only! Up to 40% off, including our latest collection. Shop now: {insert URL}
Appointment reminder template
Medical offices and other organizations that schedule appointments or meetings can bolster attendance and reduce no-shows by providing yet another reminder — one that reaches patients and customers directly via phone.
If your SMS system supports it, you can invite an auto-reply to confirm or cancel an appointment, too. Use this template:
Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Your appointment is scheduled for tomorrow at {appointment time}. See you then! Reply Y to confirm, N to cancel.
Order confirmation template
Order confirmation messages simply confirm that your business has received and is processing a customer order. These don’t typically take place during an active one-to-one customer service interaction. Instead, they’re sent automatically and asynchronously, whenever the order confirms.
Still, you can set them up as personalized messages and enable replying so that, if something happens to be wrong, the customer knows how to reach out.
Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Your order #{order number} has been received, and we’re working on it now! We’ll message you again when it ships. Questions? Reply here.
Pickup notification template
If you’re in an industry that offers pickup services (whether curbside pickup, custom goods like eyeglasses, or anything else), a text message is a great way to let someone know their order is ready for pickup. SMS reaches customers when they’re on the go in a way that email frequently doesn’t.
Here’s an example:
Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Your recent order #{order number} is now available for pickup at {location}. Stop by to grab it anytime today before {closing time}!
Survey or poll template
This message asks your customers to respond to a survey or poll. It’s a data-gathering tool that can pull in responses from people who ignore your emails or the messages at the bottom of store receipts. Try a script like this:
Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. We value your opinion as a customer and we’d love specific feedback on {topic}. Here’s a 5-minute survey: {short URL}
Membership renewals template
Membership renewals, like payments, ought to be set up as automatic occurrences. Still, it’s helpful to remind a customer that a charge will hit their bank account soon — you don’t want to track down non-payments, and you don’t want angry customers who weren’t prepared for a bill.
Here’s an example:
Hi, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Your annual membership renewal is coming up on {date}. Your card on file will be charged on that day.
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Is conversational and SMS customer service right for your business?
At Gorgias, we believe any industry can find value in conversational support, though some industries and brands will get more bang for their buck with these channels.
For ecommerce brands that deliver physical products, conversational support is a no-brainer. Imagine your customers get shipping updates via SMS and can just respond to the message if the package isn’t delivered correctly to get immediate help. No need to open up a laptop and log into a support portal or compose an email.
If you’re on the fence about offering conversational customer support, consider whether any of these points are relevant for your business:
First, consider your primary audience. If you sell to millennials and Gen Z, conversational customer service deserves serious consideration. These groups value speed and convenience more than anything: Millennials prefer live chat over every other channel, and 71% of people between 16 and 24 agree that faster customer service would drastically improve the shopping experience.
These two generations grew up texting. It’s a very natural communication style for them, so they’ll feel right at home texting and DMing your brand. They’re also absolutely massive groups — combined, they make up a staggering 42.3% of the U.S. population.
If you’re targeting an older generation, texting may not feel as natural. They have a higher tendency to prefer email or phone, although that’s changing by the day.
Is your marketing team already sending SMS campaigns?
One of the biggest hurdles to implementing conversational support is getting the systems, hardware, and staff in place to respond to SMS texts and messaging app requests at scale. If you’re already sending SMS marketing campaigns, then you already have some of that infrastructure in place.
So, if you’ve already made the investment in SMS for marketing purposes, then integrating messaging with your customer service platform and team requires minimal additional investment.
Fortunately, your helpdesk and SMS marketing software may integrate to give you a centralized way to spark conversations if customers reach out via text or respond to SMS campaigns. With Gorgias and Klaviyo, for example, customer responses to SMS marketing campaigns get assigned directly to an agent for fast response times.
Are customers abandoning conversations on other channels?
One of the benefits of messaging is that customers don’t have to stay on the phone or by their computer — they can easily continue talking even if they have to take the dog out, go to work, or even fall asleep and respond in the morning. Plus, while email conversations often span multiple days which is frustrating for customers with simple requests, requests on messaging channels usually get resolved before customers lose interest or patience.
If you notice that your brand currently sees lots of unresolved email threads or phone calls, you might need to offer customers a more convenient and flexible channel to talk to your team. This is a perfect use case for SMS and other messaging channels.
Are you already active on related channels?
It’s important to show up where your customers are. That’s why most brands post and engage with customers on social media pages. But if you’re posting on social media and not providing support to customers who reach out via DM, you’re missing a big opportunity.
By adding conversational support via Facebook Messenger and Instagram and Twitter DMs, you can maximize your presence on those platforms and provide an omnichannel customer experience for both existing and prospective customers.
Are you struggling to gather customer feedback?
We often discuss the importance of customer feedback to monitor brand perception and constantly improve the product and customer experience. But as most brands know, getting feedback via email can be a challenge because of low survey open rates and lack of follow-up from customers.
Business texting lets you ask your customer base for feedback on a channel they are less likely to ignore. Text messages have a whopping 98% open rate. Consider sending CSAT, NPS surveys, and other requests for customer feedback on this channel to raise your response rate for more accurate customer support metrics. Of course, with great power comes great responsibility: Spamming customers will quickly damage customer relationships, so don’t send too many messages to their personal devices.
What to look for in text messaging tools
SMS customer service is an avenue that customers are growing to expect. But managing yet another communication channel — much less one that demands real-time responses — takes careful planning.
Implementing a messaging strategy requires using tools built for that purpose. Some customer service messaging platforms offer SMS support natively, while others integrate a third-party SMS integration tool to add this functionality.
As you consider the available options, make sure the one you choose offers the features you need. Some tools are full-fledged SMS marketing solutions. Others focus specifically on SMS as a support channel.
It’s easier for most businesses to use an all-in-one customer service platform like Gorgias to support an omnichannel approach. With this kind of helpdesk platform, SMS tickets can be handled in the same feed as your other tickets and benefit from the same workflows and automation.
Here are some other features your customer service tool needs to have to handle SMS ticket effectively:
- Conversation history (for SMS and other text-based channels like Facebook Messenger or webchat) so your agents know what this client has asked about or needed support for in the past
- Ability to create and customize macros as replies to SMS questions
- Ability to send and receive images or videos (this is great if your support teams need to see the damaged item to issue a refund, for example)
- Routing or triaging capabilities to make sure SMS conversations don’t get lost in a queue of tickets
- Integration with other ecommerce tools so your agents have all the context they need to reply in a single space (e.g., surfacing Shopify customer data or CRM data during a support interaction)
Ecommerce SMS marketing tools to complement your customer experience
As we mentioned earlier, SMS marketing lets brands connect with consumers in a personalized and measurable way, just like with customer service. According to Attentive, average read rates of 97% within 15 minutes make SMS a prime channel for connecting with prospects and customers.
If you’re looking for the right SMS marketing tool to work in tandem with your new SMS customer service channel, consider these four leading tools. Each one integrates with Gorgias, along with most of the rest of your tech stack.
Each tool offers a slightly different feature set. Revisit the list of features we compiled earlier in this article to help determine which are the most important to you, then vet these four tools against your customized list.
- Klaviyo, a Gorgias preferred partner, is a leading customer data and marketing automation platform that leans heavily on SMS communications. Automatically create tickets in Gorgias if customers reply to Klaviyo SMS messages, and send Gorgias events into Klaviyo to create targeted audience lists based on support experiences.
- Attentive, also a Gorgias preferred partner, sends automatic text messages to your subscribers at each step of the customer lifecycle. It collects real-time behavioral data on customers as well, and the Gorgias integration allows you to see that customer data within the Gorgias sidebar. If a customer replies to an Attentive SMS, it’ll automatically create a ticket in Gorgias for agents to reply to.
- Postscript is an SMS messaging tool that drives revenue growth and improves the customer experience over SMS. If a customer replies to a Postscript SMS, it’ll automatically create a ticket in Gorgias for agents to reply to.
- SMSBump is a D2C focused SMS customer journey automation tool by Yotpo that boasts powerful results: 45% conversion rate and 25x ROI for D2C brands. By connecting SMSBump with Gorgias, tickets will automatically be created if customers reply to SMSBump campaigns.
Integrate your SMS tool with your helpdesk for a seamless customer experience
Integrating any of these SMS marketing tools with Gorgias is a great way to unify your marketing and support efforts to improve the overall customer experience.
For example, if customers respond to an SMS marketing blast from a tool integrated with Gorgias, the response gets brought into the helpdesk. The agent can see the initial marketing message and the customers response, so they can answer any follow-up questions. It's like an alley-oop from your marketing to your support team.
Also, these integrations help your marketing team be more aware of active support conversations to avoid tone deaf marketing. For example, by integrating Gorgias and your SMS marketing tool, you can pause marketing campaigns on customers awaiting a response from support. (Nobody wants to get marketing messages if they're waiting on a delayed order, or troubleshooting their last purchase).
Message your customers in real time with Gorgias
Customer service messaging across a wide range of message-based platforms can be a powerful addition to your customer service channels. Of these, the SMS channel is one of the most powerful options for businesses that want to reach customers directly where they are.
The scripts and tools provided in this guide should put you well on your way toward a successful SMS support rollout. But make sure that at the core of your customer service operation, you have a platform robust enough to handle everything you need to do — and whatever functionality you might add in the future. For more examples and tactics to launch a successful rollout of SMS support, check out our playbook of Berkey Filters, an online store that released SMS support to great adoption.
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Gorgias is the customer support and helpdesk platform built for ecommerce businesses like yours. Our live chat tools and 150+ integrations equip you to reach your customers — whenever and however you choose.
See how Gorgias supercharges customer support and helpdesk via SMS. Alternatively, check out more information about our integrations with:
How To Provide Order Tracking for Your Ecommerce Customers
TL;DR:
- Improve your customer experience with real-time order tracking. This will benefit your customers and brand by increasing their sense of security, creating customer loyalty, and reducing returns.
- Integrate your order tracking system with your Helpdesk. Choose a solution like Aftership, ShipBb, ShipStation, or others that integrate with your CX platform. This lets you link shipping data with your customer data for faster response and resolution times.
- Make tracking information accessible with self-service options. Ensure your shipping information is easy for customers to find through email and SMS notifications. You can also add order management Flows in your chat or Help Center.
- Deflect repetitive WISMO tickets with automation. Let your AI Agent answer repetitive “Where is my order?” requests so your agents can focus on revenue-generating tickets.
The competition to provide customer satisfaction in ecommerce today is fierce. Now, shoppers demand free shipping on every order and expect lightning-fast order processing and fulfillment. What once were “nice to haves” have become necessary for growth and success.
Customers expect quick delivery times and no shipping feels, and their order tracking expectations are just as high. Shoppers want to see an order's status and location at any given time, from purchase to doorstep. Even better are real-time alerts like SMS or email notifications at each point in an order’s journey.
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Below, discover the benefits of tracking customer orders. Learn why you should consider implementing an order tracking tool for your business.
Why your online store should track customer order status
Huge ecommerce vendors like Amazon have trained customers to track their online orders thoroughly. From the order processing stage to when a delivery person from FedEx, UPS, or USPS leaves it at their door. In other words, expectations are high.
Offering real-time tracking data for purchases benefits both your customer and your business in five distinct ways.
Gives shoppers and business owners a sense of security
Once customers place an online order, waiting for it to arrive can be both exciting and stressful. Questions like, “Will it get here on time?” or “Is it ever coming?” become more intense if customers can’t check the delivery status themselves in real time. Plus, as a business, you can follow along to ensure that orders are getting where they need to go.
DHL's 2024 Delivery and Returns Report shows 43% of shoppers agree that real-time tracking improves their delivery experience. 60% of global shoppers even said that delivery speed was not as important as end-to-end tracking.
Allows customers to plan ahead
Consumers need to know that an order is on its way and when it will arrive for reasons beyond curiosity. For example, if a product is expensive, customers won’t want it to sit on their front porch all day. If customers have to sign for a package, they might have to work from home to accept it. In these instances, status updates are crucial.
According to research from Verte, 91% of consumers actively track their packages. 39% track them once a day and 19% track packages multiple times daily. Shoppers also want these updates to be convenient, with 38% preferring package updates via SMS over email.
Customers can maintain constant contact with their order at home and on the go via a mobile device. This gives them the transparency they need to plan ahead for a fun unboxing or an essential item they can’t live without.
Builds customer loyalty
The customer experience you provide on your ecommerce platform is essential to business growth. Providing shoppers tracking information, email updates, and delivery dates can help create a positive view of your brand. This builds a better customer experience and encourages loyalty and retention.
Research from Voxware shows that 69% of customers are less likely to shop with a retailer again if their package didn’t arrive within two days of the promised date. 16% of customers even said they would stop shopping with a brand if they received an incorrect delivery once.
New customers appreciate seamless experiences and are more likely to make repeat purchases from businesses that offer them. Creating a cycle of repeat purchases will help your business grow. Encouraging loyalty through an easy-to-use order tracking tool gives you a significant advantage.
Recommended reading: 9 Revenue-Driving Ecommerce Shipping Best Practices
Frees up your customer service team (by deflecting WISMO tickets with automation)
Many ecommerce companies are looking for ways to alleviate customer service workloads and reduce time handling simple requests. Providing real-time order tracking is one of those ways since customers no longer need to ask, “Where is my order (WISMO)?” This question accounts for 16% of tickets for the average ecommerce store, according to Gorgias data.
Instead of reaching out to check their order status, tracking systems proactively send email or SMS notifications or provide access to a portal where customers can see progress in real time. This solution streamlines the process and reduces ticket volumes, increasing productivity. Your support team will have more time to handle complex issues and customers will get a better experience.
With tools like Gorgias’s AI Agent and Flows, you can automate customer order tracking through SMS, email, or chat. Or, create a self-service portal where customers can use their purchase order number to access their order status. We’ll cover both of these more in a later section.
“Chat used to be a support tool for repetitive questions and problem-solving, but now Automate takes care of that for us. Within a month of launching, our manual live chat tickets decreased 17%.”
—Caela Castillo, Director of Customer Experience at Jaxxon
Recommended reading: Offer More Self-Serve Options with Flows: 10 Use Cases & Best Practices
Lowers the number of returns you can expect
People often return items because they arrive late and the customer no longer wants or needs them. With detailed order tracking and a simple returns policy, customers can better expect when their product will arrive. This makes it less likely that they will return the package when it finally gets to them. And, as you might expect, reducing returns positively impacts your business’s revenue.
Recommended reading: Ecommerce Returns: 10 Best Practices for Taking Your Online Store to the Next Level
Why ecommerce businesses should think twice before building a custom order tracking system
Using a customer order tracking system has many advantages. We recommend using a pre-built solution because maintaining a manual tracking system is time-consuming. Find our recommendations below.
A custom-built tracking page may require more data entry than necessary. Manual processes open your system up to human error and eat up productivity.
Manual systems require extensive set-up
If you try to provide order tracking yourself, you’ll save in the short term but spend plenty of time and money building and maintaining a system to send tracking information.
Once you successfully sync your tracking components, you'll need to create different templates that collect or communicate information to your customers. For example, you might build a form that collects order information like a customer’s name, address, phone number, and credit card details. Or, write a pre-written email that you can use to send out shipment notifications for each step of the order process.
You can also create template responses for common questions. For example, you can answer, “Where is my order?” and provide tracking information and updates on shipment and delivery.
You need seamless integrations to avoid tab-shuffling
For an order tracking system to work properly, all of your tools must "talk" to each other. This includes information from your manufacturers, website, helpdesk, social media commerce, SMS, inventory management software, and shipping carriers. If they don't, a bottleneck occurs, or they fail to communicate information at all. The result is that your customer can't access their order status, which causes frustration and has them turning to your customer support team.
How to set up order tracking: Let customers see the status of shipments in real time
If you manually record and send order tracking information in an Excel document, you probably feel frustrated.
One of the most common incoming questions customer support teams get is, “Where is my order? (WISMO)”. The best way to mitigate those messages is by implementing a self-service system that automates shipping tracking notifications.
- Decide on an order tracking tool
- Integrate your order tracking tool with your ecommerce platform
- Configure your tracking app’s settings
- Let automation do its thing
- Integrate your order tracking software with your helpdesk
This creates a better overall customer experience by providing transparency and reducing stress or frustration. Customers see exactly where their orders are at any point in time. You’ll also be available for customers when they’re most engaged.
Here’s how to implement one.
1) Decide on an order tracking tool
First, you’ll choose an order tracking tool like ShipBob, ShipStation, or AfterShip — we will discuss each in more detail below. These tools take order information like tracking numbers and shipment status and automate customer notifications. Many order tracking apps integrate with different ecommerce systems like Shopify, BigCommerce, Magento, 3DCart, or WooCommerce. So, you’ll need to make sure that the tool you choose integrates well with your ecommerce system.
As an example, we’ll walk through setting up order tracking with AfterShip on a Shopify store.
2) Integrate your order tracking tool with your ecommerce platform
This is usually quick and easy, depending on the tool. You can add AfterShip to your Shopify store by visiting the Shopify App Store. You can navigate here from the Apps section on the sidebar of your store’s dashboard. Then, click “Customize your store” and search for the AfterShip app.
Or, you can sign up for an AfterShip account, visit the apps section, search for Shopify, and add it that way. Either way, visit the integrated app section on your Shopify/AfterShip account to make sure that the installation succeeded.
3) Configure your tracking app’s settings
Now, you’ll want to make sure your courier mapping, import settings, and tracking page settings are good to go. You can access these from your AfterShip account’s app page — here’s AfterShip’s help doc to assist with setup.
- Courier mapping: Add all the shipping couriers you use so that AfterShip’s automation can pick them up.
- Import settings: Choose your order fulfillment timeframe and select the timeframe you’d like AfterShip to pull orders from.
- Tracking page settings: Choose the tracking page you’d like to use (in the case you had created multiple in AfterShip).
4) Let automation do its thing
Now that you have AfterShip set up, it will sync every three hours. It pulls shipping information from any new orders via a shopping cart, CSV file, or marketplace. You can also opt for AfterShip to send out automatic notifications via email or SMS at each milestone in the shipping process.
5) Integrate your order tracking software with your CX platform
Create a seamless experience for your customers and support team by integrating your order tracking tool with your helpdesk and automation tools. By linking all shipping data and tracking information, you can get resolutions to customers faster and access all necessary information in one place.
Why is this helpful? Well, you give customers multiple opportunities to find their order tracking information within seconds. Whether customers take advantage of your self-service order tracking options or ask your support team about their order status, all the information is readily available. Without the integration, you’ll have to switch tabs and copy/paste order information like tracking number, shipping address, and estimated delivery date.
With an integration, that information automatically populates. Take a look at the image below.
On the left is a Macro, or template, sent by a customer service agent. It has variables that automatically pull tracking information from the integration. On the right is the personalized message the shopper receives.
Setup is as simple as creating a connection between the two platforms so that they can talk to each other. To understand this better, check out the step-by-step guide. It shows how to set up the integration between AfterShip and Gorgias.
“With all the Gorgias integrations, my team doesn't need to jump between tools. This has helped us dramatically improve customer satisfaction.”
— Amanda, Director of Operations at Darn Good Yarn
Make tracking information easily accessible
Once you have your automated order tracking system set up, you’re not quite off the hook yet. Many customers choose to receive email and SMS notifications. However, some may ignore these messages or lose the tracking link. This will lead them to still visit your website or support inbox to check the status of their order.
That’s why we recommend making customer order tracking available in the following places:
Order confirmation emails
Whenever a customer places an order, they should get an order confirmation message with their receipt. This should also include any additional information they need between that moment and the arrival of their new item. This includes a prominent tracking number and a link to the order tracking portal, whether that’s with a service like AfterShip or directly on your carrier’s website.
If your fulfillment process doesn’t let you send this information right away, consider adding a shipping confirmation email to your post-purchase experience flow.
If you don’t currently send order (or shipping) confirmation emails, this guide (for Shopify users) will help you set one up.
Embedded in the chat widget
While the primary function of the chat widget is to connect with customer support agents in a conversational way, some live chat apps like Gorgias allow you to embed buttons shoppers can click to track their orders. In Gorgias, this is called a self-service order management flow.
Self-service order tracking in chat is possible natively in Gorgias, no integration required.
Here’s how order management Flows works for customers:
Self-service order management is convenient for customers. It also serves as a last layer of protection for your customer support inbox. When a customer opens the chat widget to send a question, they can see the status of their order much faster than an agent can tell them.
Embedded in your Help Center (or FAQ)
If you have an FAQ page or a larger knowledge base (which we call a Help Center), you can also embed order tracking here.
Standalone self-service order tracking in the Help Center is possible natively in Gorgias, no integration required.
Much like order tracking in a chat widget, this feature lets customers track their order with just a few clicks. All available right where they’d find other help content:
Direct customers here by linking to your Help Center at the bottom of your customer support and automated emails. Or add it in your email signature, for easy clicking.
“Since launching Automation Add-on (quick response Flows) three months ago, we have doubled the revenue from customer support. We’re on our way to triple the revenue we get from chat.”
— Annalisa Micalizzi, Manager of Global Customer Service at ALOHAS
Automated responses through AI Agent
If customers bypass all the tracking notifications in their inbox and your self-service order management options, you still have one more automation option at your disposal. Gorgias Automate users can introduce AI Agent to handle those WISMO requests without the need for agent intervention.
You can set up one comprehensive Guidance to detect a customer’s current order status and give them an update. This gives customers nearly instant response times. Plus, your support agents have more time to handle complex tickets than rather than focusing on repetitive tickets.
Here is an example of how AI Agent assists a customer with their order tracking inquiry:
The best customer order tracking app options for ecommerce stores
There are several great choices on the market for customer order tracking systems. Depending on your needs and the ecommerce platform you use, choose from options that are both scalable and flexible.
Start with customer support software that acts as your central hub.
A powerful customer service team is the building block of a successful order management system. Helpdesks like Gorgias help centralize the communication of tracking requests via apps in one place. From there, customer service teams can respond/automate responses related to tracking and order statuses. These tools optimize the response time and increase the instances of a positive customer experience.
Gorgias integrates with a ton of popular ecommerce tools, making it a great single-view hub. A few of the most popular integrations are NetSuite, Reveal, Tolstoy, Magento, ChannelReply, and Shopify.
Apps that help automate customer order tracking for Shopify and BigCommerce
Choosing the best tools to automate your customer order tracking can be overwhelming. But with so many options, you’ll end up with an order tracking system that works exactly how you need it to. Here are some of the best order tracking providers to create track customer purchases.
ShipBob
ShipBob is a global logistics platform that provides online companies with best-in-class order fulfillment. It powers ecommerce brands to ensure customers receive fast and affordable shipping. With reliable fulfillment services and connected technology that powers its fulfillment network, ShipBob improve transit times, shipping costs, and the customer delivery experience.
Check out this app in the Shopify App Store or the BigCommerce App Store. And if you use Gorgias, check out our integration with ShipBob.
AfterShip
With its seven notification triggers, easy-to-use email editor, and filter tracking tools, AfterShip helps online businesses communicate transparently with customers. It also helps you monitor delivery issues so you can address them before they become problems that could damage your customer experience.
Check out this app in the Shopify App Store and the BigCommerce App Store. And if you use Gorgias, check out our integration with AfterShip.
ShipStation
ShipStation helps you save time and money and sell more, by comparing rates and delivery times for all your carriers in one place. This ensures you offer the fastest, most cost-effective shipping for your customers. The app automates almost every facet of your shipping process. ShipStation offers intuitive dashboards and seamless interfaces for an optimal workflow.
Review this app's complete offerings in the Shopify App Store and the BigCommerce App Store.
Extensions that help automate customer order tracking info for Magento 2
Below, check out three recommended order tracking extensions that integrate with Magento 2.
ShipStation
ShipStation is highly scalable and provides everything you need for order management in one location. It integrates with Magento 2, as well as Shopify and BigCommerce.
See if ShipStation is right for your ecommerce business in the Magento Marketplace.
Easyship
Whether you ship 50 or 50,000 orders a month, Easyship can help you lower shipping costs and increase conversion rates. Use this extension to manage your post-purchase process in the most efficient way for your business.
Read more about Easyship in the Magento Marketplace.
Recommended reading: Our list of the best shipping software for ecommerce.
Mageworx
The Mageworx Order Editor extension lets you edit customer errors. Quickly fix any mistakes customers make during checkout like incorrect street numbers, phone numbers, names, shipping, or billing details. You can also add or remove products, change pricing, and add coupons after an order has been placed. This saves your customer support team from having to cancel the order and start it again from the beginning.
Learn more about Mageworx in the Magento Marketplace.
Centralize your order status tracking and customer support management with Gorgias
Leverage automation to facilitate easy order tracking, status updates, and real-time delivery information for your customers. Committing to an end-to-end order tracking system lets you cut costs, increase productivity, and foster customer retention.
Gorgias is a robust and comprehensive ecommerce help desk and automation solution. It can help you deflect repetitive tickets so your team can spend more time on higher-value conversations.
Reach out today to learn how we integrate with your order status tracking system.
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