Customer Service Consulting Services by SellerSmile
Responding to your customers’ emails is one phase of customer service. The underrated (and frankly, more difficult) phase is the architecture, scaling, and optimization of your support processes as the business grows, and SellerSmile can do both!
SellerSmile is a full service agency. While we can be your customer support team (see those services here), we also specialize in helping existing support teams improve their processes through an intensive multi-week consultation engagement.
How we consult on your customer support team
1. Analyze your processes
First, we get to know you, your company, and your customer service team so we understand how everything fits together; the holistic view.
2. Propose and implement changes
Next, we design, propose, then edit your processes to provide a better experience for your team and for your customers.
3. Measure ROI & soft handoff
Last, we collect and review key data to prove whether we had success, leaving your team with the resources and confidence to continue on!
Examples of what we can do
- Improve existing or build new e-commerce customer service teams
- Create SOP (Standard Operating Procedure) documents
- Build workflows into your ticketing systems or chat widgets
- Refine policies and procedures for refunds, returns, warranties etc.
- Write custom support email templates
- Train new or existing staff
- Clean data and tagging systems for accurate and informative reports (read more about Reporting Services by SellerSmile)
How long would we work together?
Consulting services are intended to be a limited, shorter term engagement, but the duration will ultimately depend on the nature of the work to be done.
The goal is to discover, implement, and transition back to our client with as little waste as possible and without leaving important items unaddressed.
Regardless, we aim to draw clear expectations with our clients and deliver quality work according to a realistic timelines.
Testimonial from a consulting client
Helping an existing team regain control
Jamie and her team needed help after their mailbox became disorganized and unmanageable
Jamie’s support team needed help with a email mailbox related to a e-commerce business in the home goods category.
A high volume of inbound customer emails paired with many operational inefficiencies created a persistent backlog; the team was falling behind and things were getting worse.
Despite, their best efforts, inconsistent execution of poorly defined processes led to longer-than-necessary response times, inconsistent responses, less useful data in their reports, and more importantly, lost sales and extra-frustrated customers.
In this case, the client wanted to retain their existing support team but they lacked the expertise to know what to do or where to start to make things better. They felt like they had the right team, but not the right configuration, tools, nor access to a reliable internal knowledge source.
After a few days of discovery our team identified a range of changes that would eventually significantly boost the productivity of the existing team while organizing the data, bringing back meaning to the insights distilled from their reports. They made it out of the backlog and their customers were happy again! 🙂
SellerSmile helped Jamie and her team regain control of their customer service mailbox without sending one email to a customer!
Our experience managing customer service for dozens of e-commerce merchants of all shapes and sizes has given us the awareness to detect bottlenecks and the knowledge to help your team fix them!
Take me back to other services by SellerSmile.
Keep smiling! 😉