25 / 28
XSELLCO’S 5 KEYS TO OUTSTANDING CUSTOMER SUPPORT
Summary: Your Customer Support Checklist
1. Set SLAs and stick to them.
4. Communicate clearly
͜ How quickly will you reply to your customers?
͜ Using templates and scripts can ensure
͜ How will you measure your responsiveness? ͜ Clearly communicate your SLAs to customers.
2. Manage expectations from the outset. Customer support doesn’t have to be a laborintensive process. Having a well defined strategy in place and excellent customer support software is the best way to manage it successfully. Providing outstanding customer support is the foundation of every successful business. Below are xSellco’s 5 keys to outstanding customer support.
͜ If your SLA’s slip, do you have a process for changing your stated response times?
͜ Use automated emails but make sure to follow up in a timely manner.
͜ Make sure your returns policy is up to date.
consistency of tone, no matter who’s working on support.
͜ Always answer the question that’s been asked. ͜ If you mean 5 days, but you actually mean 5 ‘business days’ then say so.
͜ Better to underpromise and overdeliver. If
there are delays, get in front of the issue with a
proactive message. Most people will take kindly to this approach.
͜ Have clearly stated terms and conditions.
5. Think positive (reviews).
͜ When there are delays, do you proactively update
͜ First, make sure you know how to handle negative
your customers?
3. Take a unified approach to customer support and align resources. ͜ Do you cross reference customer support tickets across channels?
͜ Do you have a way to suppress messages to certain customers?
͜ Make sure all your contact points are live, and pointing to the right location.
͜ Where possible, ensure a single customer view,
so that different resources aren’t having parallel conversations with the same customer.
reviews. Here’s a great guide.
͜ Leveraging feedback and reviews in Amazon is a critical task for winning the buy box. Amazon
has now made it explicitly clear that you can ask buyers for reviews and seller feedback. As an
Amazon Council Member, we’ve always known
this, but now Amazon has clarified its messaging around it and it’s clear - YOU CAN ASK A BUYER FOR A REVIEW.
͜ Amazon has made it clear that you can use
eDesk to communicate with buyers. The new rules clarify that you can use an approved third party application listed in the Marketplace Appstore— and eDesk is definitely approved.
