Author - Priyanka Prasad

Mezchip is now an official Instamojo App Partner

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Instamojo’s ecosystem is changing as it continues to support a growing number of India’s major eCommerce sites, brands, and merchants.They’ve expanded their program to include partners who can meet merchant demand. As such we are very thrilled to announce that Mezchip is the first omnichannel customer service platform for Instamojo merchants.

How Instamojo and Mezchip will help Indian merchants?

The Instamojo App Store assists Indian merchants in finding apps and solutions they require to start and grow their businesses. This Partnership program is just for Partner apps that have demonstrated a level of product quality, performance, and support that can be depended on for Instamojo Merchant’s unique and frequently complicated requirements.

Merchants require dependable and cost-effective solutions. When thousands of consumers are wondering where their purchase is following a sale or if they should order a half-size higher, a customer assistance platform that can keep up is required.

As a result, Mezchip is the only customer service platform to pass the test. We assist retailers and e-commerce store owners in lowering costs and increasing earnings.

Suggested Read: Download e-book on Treating the king right by Instamojo*Mezchip

Save your time

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Did you know that 70% of customer care tickets are devoted to assisting customers with purchase updates, edits, changes, or cancellations? That’s tremendously time-consuming and an expensive affair. You can make your team’s lives easier by connecting your store with your existing support channels and saving up to 30% of your time.

Suggested Read: How Can Small Businesses Provide Great Customer Service

Right Customer Support tool can help increase sales conversions

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As more customers want queries resolved before they buy, we help merchants monetize and track every interaction with their customers. Categorize conversations as leads or support and resolve on the go to convert more leads to sales.

5 common customer complaints and how to handle them

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A few months back I ordered a custom hand-crafted nameplate for our new house.

I was ruffling through different websites and I came across a very interesting Instagram page of a small business owner who had great reviews. I instantly placed an order with my custom design and recommendations.

Considering, the store was very new and I had my doubts, I still put my trust and waited for the order to arrive.

I had to consistently follow up with them to know where my order was. The order finally arrived after 2 weeks.

When I received the order, I found the color of the base of the nameplate entirely different from what I had ordered.

Needless to say, it was upsetting. I raised this issue and sought a resolution.

It rather came as a shock when the store owner, instead of providing a resolution, defended its position and showed his reluctance to do anything about it.

I then decided never to buy from this store again and neither to recommend this store to anyone else.

That was the time when this store not only lost a returning customer but consequently lost several potential customers.

Let’s be honest here. As a business owner, you cannot avoid customer complaints.

No matter how hard you work on your products, you will have an unhappy customer.

You cannot escape customer complaints and build your brand. Customer feedback and customer satisfaction form an integral part of building and growing your brand.

If you know how to handle customer complaints effectively you can turn a liability into an opportunity.

Customer Complaints

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Customer complaints are feedback about your product or service that you receive when they feel they received a product or service contrary to what they were represented or what they expected.

Sometimes businesses are at fault, sometimes, it’s miscommunication and sometimes it’s just a nasty customer who has too much expectation.

However, if complaints are handled on time, with care and empathy, all situations can be taken care of smoothly and efficiently.

That is how customer relationships are built and business grows.

Common Customer Complaints and how to handle them

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Here are some common customer complaints that you may come across in your day-to-day operations and some pro tips on how you can efficiently address them

Not able to reach support

There have been so many times, that customers want to reach out and contact you, but all you have is a form on your website or an email to reach you.

Customers want to reach you on the channel of their choice.

While it is difficult for a business to be always available, you can surely have multi-channel support.

Make sure you are available for support across channels like Whatsapp/ Facebook/ Instagram/ Live Chat.

Using an omnichannel tool like Mezchip you can also easily switch between these channels and keep the conversation going.

Long waiting periods

Customers generally get frustrated when they do not receive a response to their query immediately.

Be it email/ chat/ call, customers hate to be kept on hold.

To increase the response rate time, quick replies, self-help guides, and FAQs are great way to help.

A majority of times, customers can solve their queries with the guides themselves without needing to get on a call with a live agent.

Inconsistent support and customers repeating their issues

It often happens that your brand has a number of support agents but is unaware of the context of a customer complaint.

The unavailability of the context of customer issues often leads to customers getting frustrated and having them repeat their issues time and again with different agents.

In such situations, using a CRM tool such as Mezchip is very helpful.

Your agent can get all the context they need on a customer, any previous tickets raised and orders placed.

Giving consistent support in line with customer queries reflects brand consistency and helps establish trust with the brand.

An agent does not have the authority to resolve issues

Customers call customer service, explain their issues in detail, and ask for a resolution. But usually, customer care responds with “We are sorry for the inconvenience caused, but there is nothing we can do about it”.

This happens when a customer is dissatisfied with a product and wants a product returned or exchanged. However, that is not aligned with what the support agents have been instructed.

Assigning tickets using tools like Mezchip to senior members who can better resolve such issues works best in such situations.

Assuring the customers the issue has been escalated for a quick resolution is a better approach than providing no resolutions.

Using the team collaboration feature of Mezchip helps you to easily assign tickets within your organization and resolve customer issues proactively.

No response to customer complaints on Social Media

Customers today spend most of their time on social media.

They discover your brand/product via social media. If that’s the case, you’ll almost certainly get client complaints on social media as well.

It’s not ideal for your angry customers on social media if you have open complaints on social media posts.

Using Mezchip omnichannel tool can help you identify all your open complaints across your social media channels. You can respond to and resolve complaints without needing to open your social media apps.

Did you know – Facebook also offers badges to businesses like “very responsive to messages” who have responded to 90% of messages within 15 minutes or the last 7 days.

Customer complaints are one of the four pillars of running and growing your business.

Without customer feedback, there is no scope for improvement and growth.

Converting a disgruntled customer into a happy customer is what makes a good business, a GREAT business.

The opportunity of fixing customer relationships can help you delight your customers and make them your loyal customers.

Listening to customer complaints and providing effective resolutions is a great way to make your business better and bigger.

Why are my customers dropping out?

In an entire consumer buying cycle, there are various stages, where you will witness your customers dropping out before making a purchase.

You have a great concept, your products are great, and your consumers are visiting your store, but a chunk of customers drop out before they make a purchase.

What is wrong?

What is it that is not encouraging them to commit to making that purchasing decision?

At what stage did they change their mind and why?

Let’s enter a consumer’s mind and understand what really happens.

5 stages of a consumer’s buying cycle:

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The need: 

The first stage is when the consumer realizes that he needs a product

The research:

The second stage is when the consumer will typically look for where and how to get the best available product in the market according to his need.

Usually, this would take him to do a google search, a quora search, or a search on social media channels.

He might also do a comparative analysis on similar available products.

If you have a good SEO and your website ranking is high, there are high chances that your potential customers have visited your website.

Similarly on social media, if you have good visibility and great engagement, you have a strong likelihood for a potential customer to visit your website.

Removing risks:

At this stage, your potential customer is already on your website and is mostly analyzing your products to alleviate potential risks.

A consumer might evaluate your brand and products by looking at your website, product details, reviews, blogs, and customer support. This is the stage when your customer is deciding on whether or not to purchase the product from your website.

Taking a decision:

Once zeroed in on your store and the product, the consumer decides to buy the product.

Receiving results:

Once having obtained good results, the consumer is satisfied and re-enters this cycle again

Potential customers can drop at any stage of the cycle but most business owners struggle with the 3rd stage(removing risks).

This is when the customer has finally visited your website, evaluates your brand, and is about to make a purchase but drops out.

This can happen due to various reasons. A mandatory requirement to sign up, filling up multiple forms, lack of personalization, asking too much work of customers, etc.,

The endeavor should be to remove as many risks to help a customer take a decision instantly.

4 reasons for customers dropping out and how to reduce them

Also read : How to engage your customers in 2022

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The mandatory requirement of signing up:

Once a consumer has decided to purchase from your website, a mandatory requirement of joining your website or signing up breaks a customer purchase flow.

Not to mention, the various information you might ask for them to share, even before they have made their first purchase.

Not every first-time customer wants to sign-up as a member.

According to a recent report by Baymard, 24% of customers reported creating an account as a primary reason for cart abandonment.

To maintain the customer’s purchase flow, it is imperative that creating an account doesn’t become an impediment.

This can be mitigated by allowing customers to complete the order via a guest log-in.

Gaining your first customer to complete the cycle will enable you to get the customer to re-enter the cycle and provide future options to become a member.

Filling forms with multiple data sets:

When a customer is signing up, logging in, or trying out your specific feature, giving a form with multiple data sets, only acts as an additional obstacle in the buying journey.

The more data sets you have in your form, the less interested the customer gets in your product and brand.

Remember, the customer has already traveled stages 1&2 and now has very little time and patience.

He is eager to purchase with minimal hurdles.

Keep your forms simple with limited data sets like name and email or a phone number.

Giving too many options:

Customers often feel overwhelmed when given too many options.

When you present a customer with limited options according to their taste and preference, it is much easier to decide as compared to having a barrage of options with different qualities and specifications to choose from.

Sorting and filtering have their limitations and do not come of much help in reducing drop-outs.

A recent consumer report discovered that 54% of consumers experience so much frustration that they abandon e-commerce sites if they can’t choose.

42% of consumers admitted to abandoning a planned purchase altogether because there was too much choice.

As such, having a chat assistant at this stage can be a viable solution that can lead the customers by asking them their choices with follow-up questions to limit the displayed options based on the information provided and customer persona. 

Mezchip is one such platform where you can integrate live chat with your store and help your customers in real-time to limit their choices and consequently reduce drop-outs.

Customers working hard to understand the benefits you offer: 

You have successfully gained the attention of your customer in the second stage with sale coupons and offers. The customer adds an item to the cart, but cannot find the coupon code.

The customer goes back to the main page, looks for a coupon code but gets distracted by a few other products.

Sometimes if he doesn’t see a code, he may decide not to purchase because he can’t find the coupon code.

Having customers do the hard work to get the benefits you offer will have customers dropping out.

As such, you must ensure the benefits you offer are available to the customers right when they need them.

Enabling pop-ups with coupon codes with an appealing discount right at the cart stage can work wonders.

To summarize, in order to understand the rate of drop-outs in your consumer’s buying cycle:

  • First Uncover the stage at which drop-outs are happening the most,
  • Next, identify the reasons for these drop-outs.
  • Once you are aware of the reasons for these drop-outs, work towards implementing strategies and tools to decrease your drop-out rates and increase conversions.