eCommerce Customer Care

Bad Service – Money Lost!

eCommerce Customer Care is here to aid you in creating a well-rounded and highly satisfactory client service experience, allowing any brand to establish a loyal customer base to achieve long-term revenue growth.

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84%

of consumers

say customer service is key in deciding whether to make a purchase

93%

of customers

likely to return to companies that offer excellent service

77%

of customers

likely to recommend the brand after a single positive experience

68%

of consumers

think skilled service representatives are detrimental to a positive experience

Customer care services we offer

Customer care auditing

Process establishment and execution

Customer care team hiring

CC representatives training

Our eCommerce Customer Care workflow

Step 1

Holistic сustomer care experience for your current and potential clientele

Customer communication

From the first website visit to the post-purchase experience, we build a dependable presence and communication to address and assist your customers every step of the way.

General Inquiries

We strive to provide customers with information related to the shopping experience as promptly as possible, like business hours, discounts, delivery expectancy and more, also informing consumers about the brand itself.

Product Information

Our team is trained to provide buyers with accurate information about product specifications, detailed item descriptions, instructions, formulas, pricing, etc.

Step 2

Tracking your customers’ orders from an estimated shipping date to arrival

Ordering options

We put in the effort to guarantee smooth order experience, verifying customer data, methods of payment and delivery options, sending out confirmations, as well as getting in touch via call to help them complete the order and address issues.

Billing Queries

The team is there to ensure timely purchasing support, providing comprehensive billing query managing services for those experiencing issues or answering inquiries in regards to the payment process.

Order Tracking

We handle the delivery inquiries by identifying their order status (delivery updates & notifications), addressing customer concerns, helping support a safe and timely transfer of products from warehouses to customers, and more.

Step 3

Effectively addressing critical inquiries and mitigating issues

Consumer Dissatisfaction

We provide customers with support regarding complaints about the received goods, whether they report inadequate quality or order contents mishaps, and aid in fixing these types of issues to improve their experience.

Returns Processing

The team is capable of handling customer dissatisfaction through effective support and communication throughout the returns processing, minimizing negative impressions and long-term effects for your eCommerce business.

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Why WiserBrand’s Customer Care is your perfect fit

Fast project setup

It usually takes us less than 72 hours to start actively working on a new project.

A well-established hiring process

This is absolutely crucial to help you score the best human resources on the market.

Well-structured workflow and team

We’re aiming for the performance and consistent improvement of your support team, basing our suggestions on actual metrics and data.

Customer Data Protection Policy

Our work processes are complacent with GDPR and CCPA guidelines, to protect your consumer’s personal information.

Quality Assurance is a must in our process

We’re staying on top of the activity in your Customer Care department and introducing Quality Assurance specialists to provide regular reporting and make sure that your customers are truly satisfied.

Ability to adjust the working space

The support team is able to use either your custom CRM or any of those offered on the market for your convenience.

Special offers

WiserBrand’s created several sets of custom offers for eCommerce brands looking to maximise sales, raise traffic to their brand’s online platforms and address other unique issues.