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What is an eCommerce Helpdesk? Multi-Store Dropshippers: Need a Helpdesk for the Holidays? | Review on CRM Software 2022

An eCommerce helpdesk is Customer Relationship Management software (a CRM) designed to 

– organize incoming messages into a structured, ticket-based system 

– display message threads as conversations (like an SMS app or messenger). 

The purpose of a helpdesk is to simplify customer support workflows and shorten the time needed to respond to buyers. 

Replying to buyers during the holidays, the new year, and the seasonal hustle is not an easy job for busy sellers, even (and especially) with a team of support agents.

If you are using CJdropshipping to sell on multiple channels (e.g., Amazon, Shopify, eBay, Etsy, etc.), during a holiday rush, this part of dropshipping can cause some delays and longer working hours.

If you’ve found yourself spending too much of your day on customer support, this article will quickly review the following critical points of how a helpdesk can help during the busiest days of the year:

– What fast-paced business problems a helpdesk solves

– A helpdesk’s impact on busy multichannel dropshipping

– What to look for in a Helpdesk for seasonal dropshipping

Pro Tip: You can test-drive all the features found in this article for free with 3Dsellers Multichannel Helpdesk.

What is an eCommerce Helpdesk?

An eCommerce helpdesk is Customer Relationship Management software (a CRM) designed to 

– organize incoming messages into a structured, ticket-based system 

– display message threads as conversations (like an SMS app or messenger). 

The purpose of a helpdesk is to simplify customer support workflows and shorten the time needed to respond to buyers. 

How can a helpdesk improve multichannel dropshipping during the busiest days of the year?

Multichannel dropshippers have many opportunities to grow; however, more growth requires more responsibility.

When the busy days arrive, you will have more incoming pre-sales questions and order-processing inquiries from multiple different websites, leaving you with a lot more ground to cover.

Instead of taking the entire workload on your shoulders, you may consider an eCommerce helpdesk to manage most of the responsibility for you.

Centralization of all of your messages:

A good helpdesk application should centralize (consolidate) many parts of customer service from different selling channels. 

In other words, by keeping all the data for customer support for every channel in one place, you will reply faster and keep organized.

Consolidating messages: a solution for a busy multichannel dropshipper

It’s a clear hurdle that marketplaces like eBay require another inbox for you to check, another website messaging system to learn, and one more password you’ll need to share with your team.

But managing customer support across multiple stores without a helpdesk can be especially tough for teams during the busy seasons. Some common issues may include:

1. Different settings and buttons across inboxes can cause mental multitasking delays under pressure.

2. For a 5-star service, you’ll need to prevent cross-over replies by organizing who on your team will reply—on which selling platform—and when.

3. Without organization across busy channels, missed messages and cases are bound to happen. 

4. This workflow can often lead to enough open browser tabs to shorten the lifespan of your laptop. Too many browser tabs and active extensions can be very destructive to computers.

As you can see, keeping up with all of your support when flooded with buyer messages can become chaotic; quickly. And sadly, there are prices to pay for late replies.

However, the right helpdesk for your business can solve and prevent every one of these scenarios by combining all of your customer messages, emails, and order details into one place. 

Easy Buyer—you—supplier Communication:

There are many reasons why dropshipping is easier and more accessible than managing a warehouse—but customer support during busy order processing is probably not one of those reasons. 

Your inquiries and item returns are the priority if you own the warehouse. But in the world of dropshipping, typically, you’ll need to follow the same inquiry and return process as the buyer did for you—but with the supplier

Playing middle man can be rough, but centralizing emails with an eCommerce Helpdesk gives you fast access to supplier conversations so you can quickly report certain information to the buyer. 

Every second saved adds up fast, and you can conserve a lot of energy with fewer small decisions and searches.

Maintain a Professional Dropshipper Reputation

Sometimes dropshippers get an unfair shake from buyers when dealing with a holiday-delayed supplier. So to keep your brand image healthy, a good helpdesk can make your support appear as “grassroots” or “enterprise” as you need by allowing you to:

– end automated replies (with rules), 

– be precise by having all the order details (and take actions) when replying, and

– use auto-personalized email templates & message snippets.

These features automate many repetitive tasks, bring consistency to your team’s responses, and let you focus on maintaining professional service to boost feedback and most importantly, repeat buyers.   

Instant Order Insights

Another caveat for dropshippers is that suppliers control shipping and order processing instead of us.

Orders dropshipped on non-holidays, and especially with good suppliers, will usually process without incident, but even then, some buyers will frequently inquire about shipping or orders status. 

A helpdesk saves time with these buyers by providing the order and item data on the same screen as your conversation with the buyer. 

Team-Based Workflows + Automation

If you have or will hire help for the holiday rush, you will need to manage labor costs and limit the time it takes your team to assist with eCommerce customer support. 

The first step to cutting customer support costs is to automate as much of the workflow as possible.

The right eCommerce helpdesk software should allow you to automate two things:

– Automatically assign new tickets to specific teammates

– Create custom, natural autoresponders that send based on the buyer’s message and order.

These two automation features act as a “virtual secretary” for your customer support team, and autoresponders can resolve some inquiries without needing your reply.

Once you’ve created your automated system, you will have countless hours cleared from your overall tasks this season. 

More Features for Dropshippers to Look for In a Helpdesk:

The features above are tremendous for any dropshipping business’ customer service; but here are a few of the top extra time-savers and customer satisfaction boosting features you may consider: 

– Automatically translate messages.

– Display from which channel the buyer is contacting you.

– Add notes inside conversations.

– Mention teammates to send the teammate a notification of the ticket.

– Reply to buyers with custom message templates/snippets that automatically personalize with the buyer’s order and shipping details.

– SLA and business hours settings for “time-to-respond” and autoresponder features

– Exportable teammate statistics for the number of tickets handled

– Customizable inbox filters for better organization

The list of various helpdesk features can go on for a while, but the list above contains some of the most important features that make the most of a difference in multichannel eCommerce customer service workflows. 

Reminder: you can test-drive all the features found in this article for free with 3Dsellers Multichannel Helpdesk.

Thousands of online sellers from all niches and levels use 3Dsellers every day to expand and manage their businesses. 3Dsellers’ tools have provided countless sellers with time-saving, sales-boosting features to grow their eBay business from a blooming account into an enterprise.

Whether you’re up to your head in customer support emails right now, expect to be, or want to set the foundation for the smooth growth of your dropshipping business during next season’s rush, a multichannel eCommerce customer service helpdesk can be one of your solutions. 

This article originally appears in 3Dsellers

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1 week ago

I am having issues with my CJ agent. She doesn't inform me on important changes on products that I have placed orders, eg out of stock etc. I have to find out by myself when its too late. I am seriously thinking of finding another supplier. Can anyone help? Thanks ... See MoreSee Less

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Hi do you guys know where I can buy followers for IG please
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5 hours ago

𝐃𝐫𝐨𝐩𝐬𝐡𝐢𝐩𝐩𝐢𝐧𝐠 𝐈𝐬 𝐂𝐨𝐦𝐩𝐞𝐭𝐢𝐭𝐢𝐯𝐞…. 𝐃𝐨 𝐓𝐡𝐢𝐬 𝐓𝐨 𝐁𝐞 𝐒𝐮𝐜𝐜𝐞𝐬𝐬𝐟𝐮𝐥.⁣

Most people fail with their dropshipping store because they are not unique.⁣

There are so many people starting with dropshipping right now, it’s no longer the secret way of making money online but has become very mainstream.⁣

Everyone wants a piece of it because so many of these “gurus” advertised it as an easy way to earn money online. ⁣

But do you know what the sad thing is?⁣

Most of them don’t put any effort into their dropshipping store.⁣

They open their store, import some products without changing anything, and start advertising.⁣

This means that a lot of people that are dropshipping are selling the same products with the same information they got from maybe even the same dropshipping suppliers.⁣

Of course, having the same product is not a bad thing yet, but to also have the same images, descriptions, and so on will definitely not help you!⁣

So you might be asking yourself “HOW DO I SUCCEED WITH DROPSHIPPING THEN”⁣

Here are a few tips to help you out: ⁣

𝟏 - 𝐁𝐞 𝐔𝐧𝐢𝐪𝐮𝐞⁣

Don’t try to copy everything to save some time! I see people literally copy and paste descriptions from aliexpress suppliers, take content from other stores and copy/paste it on their store and then wonder why they are not getting sales. ⁣

It’s because you are stealing content from other unsuccessful stores, you need to be unique and different and make everything on your store specific to your brand and at the same time personalise it to your customers and buyer persona. ⁣

Some key areas to focus on and unique at with your store are: ⁣

Product Images - Product Descriptions - Site Design - Brand Persona etc⁣

𝟐 - 𝐒𝐨𝐜𝐢𝐚𝐥 𝐏𝐫𝐨𝐨𝐟⁣

Here’s a sales secret for you, people always buy what others are buying and what that shows us is people look at other customers' opinions and experience before deciding if they should buy your product or not. ⁣

In order to win here, you need to have product reviews and ratings.

A study found that 88% of consumers trust online reviews as much as personal recommendations, and 72% of consumers say positive reviews make them trust businesses more.⁣

Millennials, in particular, trust user-generated content 50% more than other media.⁣

This should be enough reason for you to understand how important reviews are and if you want to build a successful store, you need to have reviews. ⁣

𝟑 - 𝐈𝐦𝐩𝐫𝐨𝐯𝐢𝐬𝐞 & 𝐒𝐭𝐚𝐧𝐝 𝐎𝐮𝐭

Look at what your competition is doing, what is working for other people, what other stores lack and then improve your store based on your findings. ⁣

This is an easy way to dominate any market and in relation to a dropshipping store, here are a few examples of what I mean: ⁣

- If your competitor doesn’t offer PayPal for checking out, then offer PayPal.⁣

- If your competitor doesn’t have trust badges, then add trust badges.⁣

- If your competitor doesn’t have the basic pages like a refund policy, then add those pages (note: you should always have these pages).⁣

And there are many more examples!⁣

I hope you get my point.⁣

Those were 3 of many tips on how to succeed with dropshipping despite it becoming more and more competitive. ⁣

Hope this helps you, if you have any questions leave them in the comments below and i’d be happy to answer them. ⁣

Wish you all the best.⁣

#shopifydropshipping #shopifytips #dropshippingtips #dropshippingexpert #shopifyexpert #shopifydeveloper #shopifymarketing #dropshippingbusiness #facebookadsexpert
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