As a successful owner of an e-commerce business, I know online retail. Generating, growing and making sales is a fun part of the business, after all, it validates your business model and helps pay the bills.
The not so fun part, is dealing with customer complaints over things like defective items, miss ships, returns, support or other service issues. These things are a part of retail life and increase proportional to sales growth.
One of the ways smart businesses strive to reduce the burden on their infrastructure is by developing self serve web tools for their site.
One common method is to offer trouble shooting tips before the customer can get to them, hoping the problem is answered somewhere in between without actually requiring a live body to answer the problem.
One of the mosts popular questions customers have have to do with defective items. Often times a product will become defective within the manufacturers warranty period or extended warranty period and customers want to now how to deal with the problem product.
Despite the fact that this issue is not a retailer issue, customers look for support from the place of purchase. This support requirement creates additional burden to the support staff of the retailer and frustration for the consumer.
One of our business objectives is to provide a place where consumers can track their purchases and obtain product support information on OEM warranties or extended warranties without burdening the retailer.
By reducing these type of support requirements, retailers can become free to tackle more important issues while keeping the customer happy.
Category: Thinking Out Loud