Customer service is a crucial, but often forgotten aspect of your e-commerce solution.

Once you have an online presence, you are dealing directly with your customers. This direct channel to your customers may not have previously existed and you now need to think very carefully about the corporate image you wish to present.

Policies

Sound, clearly written policies are integral to good customer service. If your customers aren't certain what to expect from you, this can lead to disappointment and a negative experience. Based on our previous experience, we can help you define all of the policies you need to keep your customers and staff fully aware of what to expect when doing business online.

Procedures

The best laid plans, and world-beating technology soon come unstuck if you haven't taken the time to develop the procedures to back them up.

Just thinking about procedures, and even going as far as writing them down, doesn't make them happen. Staff training and a culture of continuous improvement are essential to make your E-Commerce project a success.

Call Centre

If you don't already have one, you are going to need a Call Centre to house your customer service staff. You can choose to out-source your customer service needs, but remember that your customer service channel is the "voice" of your company. Do you really want to let a third-party take care of all of your customers on your behalf? If not, find out more about what you will need to have your own call-centre.

Direct Support Channels

So you do have a Call Centre, or are planning to get one? Want to make your existing Call Centre staff more efficient?

Contact FourFires and let us show you how you can save money by implementing direct support channels such as web, chat and email.