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.
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.
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.
Customer requests come in from all directions. Therefore, customer support necessitates a great deal of work, concentration, and time management
The perfect help-desk tool is one that collates all your existing communication channels into a single channel. It provides you with everything you need to know to effectively handle incoming queries without losing your mind or your CAT!.
In this blog, we are going to compare Zendesk vs Mezchip two well-known support desk applications to help you make this decision.
This is one such helpdesk tool that streamlines your WooCommerce business by centralizing customer orders and inquiries.
It organizes your WooCommerce store by managing customer orders and inquiries at one place with a proper trail and hassle-free environment
When a buyer places an order or submits an inquiry, it immediately creates a new ticket for the consumer.
Features:
This plugin provides valuable features for managing customer orders.
Easy to integrate
Integrating this plugin is very straightforward. Copy-paste your Subdomain, Username, and Access token from your Zendesk account, save changes, and your WooCommerce store is now integrated with your account.
Keep track of orders and emails in one place
When an order or inquiry is placed by the buyer, a new ticket is automatically generated in Zendesk for the customer. You are notified via email and in your account. You can easily follow up on the relevant ticket accordingly.
Sort customer orders easily
You can sort and arrange customer orders based on status, customer name, tags, priority levels, etc.
Make notes and tag teammates for easy management of customer-related issues
You can make notes for your consideration and assign the ticket or task to the relevant team member according to the inquiry made by your customer. You can proceed with all internal and external communication on the same ticket without notifying the customer, by setting the access level for different accounts in Zendesk.
Scrutinize your orders by the status
With Zendesk support integration, you have the capability to filter the orders based on the status of the order.
Set priority levels for your customer’s inquiry
Depending on the severity of the issues, you can set priority levels for inquiries made by your clients.
Pricing:
The pricing for this plugin is 129$ per year and is payable annually.
Inbound contact has a 10 to 15 times greater chance of converting to sales than other types of leads.
You can use Mezchip for your WooCommerce store to communicate with potential and existing customers across channels.
You can easily integrate email, Facebook, Instagram, & Whatsapp, into a single platform to resolve customer queries and convert leads.
Mezchip Dashboard
Mezchip includes several useful capabilities, such as
order tracking
responding to customer inquiries across social media dm’s
creating custom channels, &
managing cancellations & returns
All of these fantastic capabilities come at a very low cost, making it simple to convert leads and keep your customers happy at all times.
Features:
Manage customer queries across Email, Facebook/Instagram DM’s and Whatsapp :
View and Respond to customer queries across your existing support platforms all from one place. Save time, get repeat customers and build your brand value.
View and manage your Store orders from a single platform:
Just enter order details and get access to the entire details of the order, payment, and shipment details. Track shipments, update order details, and cancel orders all from one place. No more juggling between your Store and support channels.
Create Custom Channels:
You can create channels for support queries from phones or messages. Track in real-time unresolved dialogues.
Get Push Notifications:
Get instantly notified of customer messages across any channel. No more missing out on leads or customer queries.
Integrate Multiple Stores and channels:
With Mezchip you have the ability to integrate multiple Woocommerce stores and support channels all from a single dashboard at a very low cost.
Sort and prioritize customers and tickets:
Sort tickets by tags and stay on top of each conversation
Collaborate with team members:
Assign tickets to team members, set up rules to auto-assign dialogues to the team, collaborate and respond to multiple queries at the same time
Pricing :
Starts at $29/ month for 750 tickets
In Summary
Choosing a customer support app begins with determining the functionality you require.
The best method to find out is to speak with your customer service employees, who are familiar with the procedures you have in place daily.
Everyone else will most likely find a solution that provides all of the features and capabilities they require without breaking the budget.
Take the time to understand what you need and which tools you’ll need to meet those needs.
In deciding between Zendesk vs Mezchip understand how many tickets your agents are handling on a daily basis.
When you have all the items nailed down, finding the perfect solution in your budget becomes a lot easier.
Then it’s just a matter of putting the options to the test and seeing what works best.
Finding a single platform for all client interactions, from automated tickets and social media conversations to knowledge bases, and managing customer orders, is the safest bet.
Start your free trial with Mezchip to begin your journey of growth by driving excellent customer service.
We all know the importance of a customer support solution that can deliver value to your customers as well as improve their overall purchase experience.
Imagine if you have a customer support solution that allows
your customer to reach you immediately (live chat)
convey complicated concerns in detail and monitor them (ticket support)
search for solutions themselves (searchable FAQs page),
allows you to respond to your customer queries via any support channel
allows agents to know about your customer and their purchase history, and
place return/ cancellation requests on behalf of your customers
All of these can help you save massive time and deliver better and faster customer service for your online store.
The good news is that there are a lot of high-quality plugins and apps that allow you to quickly and easily integrate customer support solutions into your WooCommerce store.
Keeping this in mind, we’ve listed out some of the top WooCommerce customer support plugins and apps that can help you deliver great customer service for your WooCommerce store.
HelpScout is a WooCommerce customer support plugin that allows you to start a conversation with your customers in a HelpScout mailbox.
Using this plugin you can help your customers request assistance with orders and receive their answers as quickly as possible
Image courtesy: WooCommerce
Features:
Allows you to use the shortcode to add a help scout form to any portion of your WooCommerce website, which can be customized using CSS and other tools.
Use the customer’s customizable forms to get in touch with them.
The “My Account” feature allows customers to view discussions.
A blog remark can also be used to start a dialogue.
Within Help Scout, you may respond to blog comments and convert them to tickets.
Mezchip is an omnichannel customer support dashboard that gives you a separate platform to manage your customer communications across support channels.
You can use Mezchip to communicate with potential and existing customers via email, Facebook, Instagram, and Whatsapp, to resolve customer issues, follow up leads, view customer order and shipment details, and chat history.
Image courtesy: Mezchip
Mezchip gives you a separate platform dedicated entirely to your support staff.
Deep integration with your WooCommerce Store empowers your support staff to view customer details and manage returns and cancellations without having to share your WooCommerce site details.
Features:
Manage customer queries from a single platform across Email, Facebook/Instagram DM’s, and Whatsapp
From a single dashboard, you can view and reply to customer inquiries from all of your existing support channels. No more juggling channels or missing queries. Stand out! Save time, and provide better and faster support.
Your support staff can provide support without having to share your Woo Commerce store credentials
Mezchip provides you a separate dashboard where your staff doesn’t need to access your WooCommerce site.
Inside your Mezchip dashboard, you can view customer details, customer orders, shipment details, and previous chats.
Your support staff can easily see/ search customer details and can refund an order or cancel a subscription for your customers without having to log in to your main WooCommerce website.
Create Custom Channels and End Conversations
Create your own channels for phone and messaging support inquiries. Unresolved discussions can be created and tracked in real time. Close conversations once resolved. Add your own updates and notes in real time.
Subscribe to Notifications
Get notified of customer messages in real-time across all channels.
Customer Profiling
Assign relevant tags to prioritize customer conversations
Multi-Store support
Supports multiple WooCommerce stores and can collect inquiries from across your WooCommerce websites, allowing you to answer all of your customers from a single platform.
Support Ticket System is a plugin to create and track customer tickets for your WooCommerce store. Customers can submit order tickets by clicking the Submit Ticket button in the order tab of the user’s My Account page, which is enabled by this plugin. It generates a ticket dashboard where users may check on existing tickets and create new ones. After creating a store account, guests can also file a ticket.
Image courtesy: WooCommerce
Features
Users can create generic tickets for any problem.
Customers can submit tickets for orders from their My Account pages
Can have their dashboard to manage their tickets.
Customers may see open and closed tickets from their dashboards
Can also create new tickets from their dashboards
It creates separate listing pages for support tickets
It includes a shortcode to show open and closed tickets
Zendesk is a support plugin developed by OMPC for WooCommerec stores. It organizes your store by managing customer orders and inquiries in one place. When an order or inquiry is placed by the buyer, a new ticket is automatically generated in Zendesk for the customer.
Features
Customer orders can be sorted and arranged by status, customer name, tags, priority levels, and other factors.
You can make notes and tag teammates to make customer-related concerns easier to manage.
Orders can be filtered based on their current state.
You can set up priority levels for your clients’ inquiries.
Integration
To integrate your WooCommerce store with Zendesk you have to Copy and paste your Zendesk account’s Subdomain, Username, and Access token, then save the modifications.
This is another WooCommerce Customer Support Plugin developed by OPMC for WooCommerce stores.
It syncs order details, customer data, and other related information in the Intercom platform, helping you resolve the concern quickly.
Image courtesy: WooCommerce
Features
The Intercom WooCommerce integration adds a form to each purchase description in your business, allowing consumers to contact you directly. For the most frequently requested questions, you can create automated responses.
Customers can access their My Account pages to keep track of their support requests. They might go over previous talks with you and initiate follow-ups.
It’s not a problem if you have multiple businesses. Intercom Integration for WooCommerce can collect enquiries from across your websites, allowing you to answer to all of your consumers from a single platform.
You can connect your WooCommerce-powered online store to your Freshdesk help desk account, helping your customers to request assistance with orders and to receive their answers as quickly as possible.
Image courtesy: WooCommerce
Features
Customers can create a new ticket related to an order;
Can view a list of active tickets directly on their “My Account” screen;
Create a new ticket when viewing an order in the WordPress admin
Create a new ticket from a blog post comment, directly from the WordPress admin
Can connect and synchronise a product with a forum category and solution category within their Freshdesk helpdesk
Richpanel is a WooCommerce CRM & Ticketing System to help merchants respond faster on Chat, Email, Facebook & Instagram from one simple dashboard.
Image courtesy: WooCommerce
Features
Customers can contact you via chat, email, and WhatsApp and you can manage all of your conversations in one place.
Inside the helpdesk, Richpanel pulls customer orders, website activity, and previous chats. Agents will have a complete context to promptly handle client inquiries.
Free up your agents from monotonous data collection (with chatbots) and see how they perform at client feedback and reaction times, as well as assisting conversions.
Richpanel also tracks which agents have the most impact on sales and long-term customer connections.
Tags, channels (live chat, email, social), and agents can all be used to filter reports.
Pricing: 299$ billed annually
Let us know in comments below the app you use to provide support for your WooCommerce store
With the advent of digitalization, e-commerce has over the years flourished and given rise to social commerce.
In this blog, we will try to understand the concept of social commerce, the emergence of social commerce & how it can effectively boost online business.
Social commerce is simply making use of social media platforms to facilitate e-commerce transactions.
A person on average spends about two hours on social media every day. It is easier for customers to buy products while scrolling through their favorite entertainment apps.
Businesses have started using social media platforms to not only advertise products/ services but also enable customers to make instant purchases without having customers leave the social media platforms.
This has been made possible with social media shoppable ads, Facebook marketplace, and Instagram shops which enables a customer to shop online from their preferred sellers’ social media handles.
The emergence of social commerce
The word social commerce was actually coined in the year November 2005 by Yahoo.
Shoposhere by Yahoo was the first-ever platform to conceptualize the idea of social commerce.
The ‘pick list’ feature in Shoposhere allowed users to review the products & comment on the same. Since then social commerce has emerged as a global activity.
The pandemic gave significance to the phenomenon of social commerce.
User activity and dependence on social media increased to such an extent that users were more likely to abandon carts if they had to leave the app.
In order to turn User engagement into purchases, social commerce emerged as a viable solution which was first tapped into by Facebook in 2007 with shoppable ads.
Instagram followed suit and has now become one of the leading customer acquisition strategies in e-commerce.
Social media platforms are getting more & more users every day. With more than 1 billion active Facebook users, the right tools and methods help businesses reach the maximum number of people in a minimum amount of time.
Therefore there remains no doubt that social commerce will prove to be an effective strategy in the coming years to grow sales.
Cost-effective —
The most substantial feature of social commerce is that you can grow your sales by spending just a minimum amount of money.
This is a sure shot method than creating a large banner or sending cold emails or using the redundant method of distributing pamphlets, which may or may not be able to attract the attention of the targeted audience.
Saves Time —
Social commerce saves the time of the sellers as well the buyers.
While sellers can list their products and create a single effective advertisement, users can buy their favorite products while scrolling through their favorite social media apps.
It saves much more time than reaching customers door to door or sending cold emails.
Though social commerce seems very easy, to begin with, the story can be quite different sometimes.
Not using the resources and the tools effectively might lead you to lose customers instead of gaining them.
For more efficient interaction, an automated chatbot can be of great assistance.
The automated chatbot will help address the initial query of the users thus saving a lot of time and repeated queries. Customers can also receive additional information about the products they are willing to buy.
The linking game —
New features added on Instagram and Facebook are meant for promoting social commerce. Instagram Shop allows users to create a single advertisement and share it on Facebook as well. These added features are affordable and save time for the users as well.
Community Shopping —
Social media encourages community shopping or group buying. In this method customers tag, share, and add their friends, family & acquaintances to buy products from the websites they have shopped from previously and have liked.
In order to promote community shopping sellers can give occasional discounts on products and can also reward the customers for bringing more customers for social shopping.
This method is used by multiple e-commerce websites and is one of the most effective methods to attract a larger audience.
Building brand awareness —
Creating awareness about the brand is a very important aspect as it creates a connection between the buyers and the sellers.
Brand awareness may include factors like stating the uniqueness of the particular brand, how the brand is different from the others in the market.
Creating a positive image about the brand invites more customers and ones who are likely to stay loyal.
Honest reviews —
It is often suggested to cut out the negative reviews on social media platforms and put only the positive reviews.
This method often backfires as it can mislead the customers.
Honest reviews, therefore, become an important factor.
Genuine reviews about the products guide the customers and create a positive impact. Customers are likely to buy products that are suitable for them.
The customers have assurance about the products they are buying and it also builds trust in the brand. This method helps in building relationships with potential customers.
Summing Up
Social commerce in India is now valued at $1.5 to $2 billion and in a couple of years, it is expected to grow from $16 to $20 billion. It is to have a significant impact on the economy in the upcoming years. Thus large-scale and small-scale businesses can expect a boost in sales and revenue through social commerce.
How would you feel when you walk into a restaurant and the server is aware of your booking and your order?
You’ll feel welcomed and pleasant. You would prefer having your usual Sunday brunch over the neighboring Michelin star overcrowded restaurant.
As a token of appreciation for your patronage, the restaurant owner may occasionally send you a kebab. That is what a personalized experience is.
Retailers in physical stores are able to provide customers with a purchasing experience that is not possible online — “the ability to test products”.
However, not all is lost in online shopping. You can apply innovative rules to give a personalized customer experience and make them feel cherished and come back for more.
While you may not have met your customers in person, using the right tools and techniques to learn more about your customers and sending them personalized product recommendations is a warm gesture and is greatly loved by online shoppers around the world.
Collecting previous statistics on your sales and applying them to provide customer satisfaction goes a long way in improving consumer loyalty and customer happiness.
In fact, it can help you save tonnes of time, lower the cost of product returns and grow your business.
Strategies to give personalized customer experience
Personalize with Correct-Sized Apparel
Did you know that inaccurate size is one of the primary reasons for product returns and customers avoiding purchases from positive websites?
Women, for example, rarely get the proper-sized bra.
Although finding the correct-sized bra in a brick-and-mortar store remains a challenge for many women, you can still find out what makes them comfortable.
Someone is most likely a length 32C, but they have a cushy sporting length 34A — there is no technology explaining the sizes.
To eliminate the size concerns offline, you can design healthy quizzes to assist your customers in determining the right size.
The questionnaires will help you determine the correct shape, precise length, and product quality.
While unique length charts can be a cherry on top, they also help in customizing product suggestions for your customer
Implementing size quizzes for your brand is an excellent way to help promote items that have unique sizes.
As a brand selling online, you can reduce return rates by ensuring customers receive the correct size and quality.
Product knowledge and customized content
It is critical for a customer to first understand themselves to understand the product you are offering.
This has a specific relevance if you are in the business of skin and hair care brands.
Before your consumer chooses any skin or hair product, they should determine whether it is appropriate for them. This also helps in reducing number of product returns.
For example, the greatest moisturizer for dry skin will not work for someone with oily skin. While it may appear to be common knowledge, most customers may find it difficult to identify their skin type.
Instead of publishing a slew of science-backed blogs, guide your customers via a quiz to help them determine their skin type.
As a result of the quiz, you can help customers to know their hair and skin type.
Based on the results, you can offer your products to give a personalized customer experience at the ease of just some mouse clicks!
The quizzes not only assist your customers in selecting the proper products but also help you in understanding what your client wants and stocking your store as needed.
The more you guide your customers, the more you know about their likes and dislikes.
You can compare the recommendations with alternative products and show your customers the differences based on the data from the quizzes.
Today, every time you visit a website, you will get a pop-up message that says, “Hi I am X, how may I help you?” Such chat programs like Mezchip allow you to converse with your consumers and know about their needs.
Adding personalized content and education sections will help your customer based on their specific needs and queries.
Bring physical store experience to online stores
Online buyers want to touch and feel the things they view.
While it may not be realistic, you can still provide your customers with an in-store experience.
We’ve all had the experience of walking into a showroom and being greeted with a cup of coffee. The staff also speak to us kindly to make us feel at ease.
When an offline store speaks with a customer, they learn about all of their wishes, which helps them determine the perfect product for them.
As an online retailer, you can as well provide your clients with the same experience as a physical store.
You can offer a quiz section where the clients can also express their demands and desires.
You can also ask your customers to leave their email addresses after the end of the quiz and if they would be further interested in receiving offers, deals, and similar product recommendations from you.
You can also provide a free after-purchase service to enhance your online store experience. This can be a video call or a chat to answer customer questions and better understand their needs.
These kinds of services assist you in better understanding your customer and provide a personalized customer experience. By doing so, you can direct your time and efforts where they are most needed, resulting in long-term relationships with your customers.
Returns are prevalent in many online retailers, but personalization allows you to limit the number of returns. Because every brand expects returns, it’s wise that you have a fairly simple and easy return and refund policy.
According to a study, 95% of customers are willing to return to your store if your return policy is favorable.
Giving your customers more ownership over returns, and providing a painless return experience is what has shown to drive maximum customer loyalty.
To summarize:
Understand your customers and influence them before they make a decision
Suggest products based on who your customers are, by using tools like live chat and quizzes.
