How to Outsource Customer Service on Shopify

Amir Mot

January 4, 2021

Get our top 5 tips for outsourcing your business’ customer service on Shopify. Discover how to keep your customers happy and boost sales.

You've probably heard the saying, "there aren't enough hours in the day."

And for merchants running Shopify stores, that phrase rings true. From product sourcing to marketing, online entrepreneurs have a lot to consider.

But today's consumers have higher expectations than ever: 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. This means your business cannot afford to let customer service fall through the cracks.

So how do you balance it all? Enter outsourced customer service.

Customer service outsourcing goes beyond working with a call center.

Done right, outsourcing customer service can:

- Help you acquire and retain loyal customers

- Improve customer satisfaction

- Create a high-quality and consistent customer experience across support channels

In this article, we'll cover how to outsource customer service for your Shopify store to create the best customer experience.

Let's dive in.

Here are 5 tips for outsourcing customer service on Shopify:

1. Look for multichannel support

It's no longer enough to offer customer support through just one channel.

In a 2020 report, PWC found that the number of companies investing in the omnichannel experience has jumped from 20 per cent to more than 80 per cent. But if you're handling customer service single-handedly, you don't have time to operate every channel your customers are using - from getting in touch over the phone to replying to tweets.

When you outsource customer service or your Shopify store, make sure you find a customer service outsourcing company or provider that covers all of your support channels.

Those channels might include:

- Social media

- Phone support

- Live chat support

- SMS

Shopify customer service apps can help you cover multiple channels, which brings us to our next tip…

2. Take time choosing the right customer service app

Whether you handle customer service in-house or outsource it, Shopify customer service apps can do so much more than Shopify's basic customer support offerings. These apps can help you improve your customer service workflows and keep all of your customer info and interactions in one place. They're the key to creating a consistent customer experience.

One of our favorite customer support apps for Shopify stores is Gorgias. Gorgias was built for Shopify users, meaning they understand all of the ins and outs of running a Shopify store. Gorgias allows customers to instantly interact with your support team through your website, social media, and even your ads.

When you work with an on-demand customer service provider like Bradza, we'll review your Gorgias setup.

Our team will help improve your current workflows and processes, so you can really get the most bang for your customer experience buck.

One of the biggest perks of using a customer service app like Gorgias? Getting to know your customers.

3. Know your customers

Your customers expect a personalized experience whenever they shop online — and especially in customer service interactions. 

So, what are the most important things you can do to make customers feel valued? According to a 2018 survey, here's what customers said:

- Know my previous interactions (38%)

- Follow up to ensure I’m satisfied (27%)

- Greet me by name (20%)

- Know my purchase history (15%)

When you pair a powerful Shopify customer service app with experienced on-demand agents, you can create the personalized experience customers crave.

Here's how: A customer service app pulls in past interactions, purchases, and other customer information. This gives you and your support agents a holistic view of your Shopify customers.

Great on-demand customer service agents will start by:

- Asking you questions about your existing product

- Understanding your customer support processes

- Reviewing any documentation

- Observing the type of inbound tickets you receive

This helps agents get to know your brand and your customers, which lets them create a high-value, personalized customer experience.

Added bonus: When your customer support agents have all of your customer information and interactions at their fingertips, they can respond to customer service tickets even faster.

4. Ensure quick response and resolution times

Your time is valuable, right?

Don’t forget, your customers' time is valuable too and most customers don’t appreciate long wait times without providing some communication from your team:

- 77% of customers say that valuing their time is the most important thing a company can do to provide a great customer experience.

- Over 80% of customers expect you to respond to their email within 24 hours.

- On social media, 79% of customers expect brands to respond within 24 hours of reaching out.

- 40% of customers want customer support reps to take care of their needs faster.

You don't need to offer 24/7 support, but you do need to set expectations with your customers.

Make sure your customers know when they can expect a response from your team — then ensure you are reliable and stick with the timeline. 

With Bradza's on-demand customer service agents, ticket response times vary from within 8 hours to 24 hours based on your plan. Rapid response times and automations help your customers get the answers they're looking for ASAP.

To save even more time, consider creating a page of frequently asked questions (FAQs). For easy access to this resource make your FAQ page easy to find on your website, contact page, and social media.

When you get ahead of your customers' most common inquiries, you'll get fewer support tickets and solve your customers' problems even more quickly. 

5. Find the right customer service reps

Last but definitely not least, choose the right customer service reps for your Shopify store.

Not all support reps are created equal — and they can make or break your customer experience.

- 73% of customers fall in love with and stay loyal to a brand because of friendly customer service reps.

- 68% of customers said that the support rep was key to a recent positive service experience.

- 70% of buying experiences are based on how the customer feels they’re being treated.

When outsourcing Shopify customer service, look for experienced support agents who can provide friendly, knowledgeable support to your customers. 

Bradza provides on-demand customer service agents for your Shopify store.

Our rapid response times and automated solutions make it easy to provide the efficient, friendly support your customers expect and deserve. 

Plus, we support all Gorgias integrations, including SMS, live chat, email, and social media. 

Contact Bradza's team today to learn more about how we can help.