Support in Shopware 6 – Part of Your Online Customer Experience
Support in an online shop remains as crucial as customer assistance in a physical store. However, the concerns of your target audience may vary. Hob by Horse develops tailored support solutions for your e-commerce needs using the Shopware 6 platform.
Setting Up Support in your Online Shop with Developments by Hob by Horse
Support in e-commerce serves as the virtual service center for customer transactions. It involves answering queries, guiding customers through the ordering process, handling complaints, and documenting all interactions per customer. In Shopware 6, this support is seamlessly integrated as part of the sales process. The variations in support services come into play when tailored to your specific business needs. Hob by Horse customizes these support solutions for each customer using the Shopware system.
Common and Essential Online Support Offerings
In local brick-and-mortar stores, support operations are only available during regular business hours. Online, your target audience expects support availability 24/7 and quick responses to their inquiries, preferably within seconds. To ensure fast and continuous customer assistance, Hob by Horse develops these strategic support options:
- 1. Online Contact Methods: We create easy-to-use ways for the audience to reach out to your business support team online. Many of these contacts become unnecessary if solutions to common problems and answers to frequently asked questions are provided within the website content.
- 2. Digital Service Channels: While traditional communication channels include phone, email, and fax. These methods can be cumbersome and expensive for online customers. Setting up a live chat feature is a better approach, offering continuous communication to customers during their website visits. Chatbots for real-time support provide the flexibility to switch between automated communication and direct interaction with your service staff in seconds.
- 3. Social Networks: Your presence on platforms like Twitter, Facebook, and other social networks is essential. Rapid responses to negative comments or questions on these platforms help maintain a positive corporate image for your company.
- 4. Digital Transparency: Review platforms are widely accepted by potential and existing customers. Messaging apps aid in shipment tracking without the need for complicated support processes.
Industry-Relevant Availability of Online Support
The mentioned support options are considered common for support in every online store, regardless of the size of the company. However, through analysis and market comparison, it is possible to determine which support option is predominantly used by the target audience. We can further expand these options for your e-commerce business, giving you a competitive advantage in terms of service. Not only do the demands for support differ, but also the channels used for communication vary by industry. Beauty and fashion products are communicated differently than vehicles and vehicle parts, or lifestyle products and food/beverages. By adapting to customer expectations, we keep your business up-to-date with all support trends, both now and in the future.
Achieve Better Customer Satisfaction Through Modern Support with Hob by Horse
Target audiences differ in their support expectations based on industries, as well as age, technical experience, and gender. Seniors adapt most easily to the operation of your online store when support options are presented clearly and are easy to use. Teenagers and young adults do not necessarily seek customer service but look for options they are familiar with from their usual internet behavior. In small-scale e-commerce, you don't have to exhaust the entire range of possible support options. However, with our developments, you can provide market- and customer-relevant options and expand them at any time based on changing needs.
Not sure which support option is appropriate for your target audience in the online store? Contact Hob by Horse by phone or inquire via email for more details! We are happy to provide comprehensive advice and implement the necessary developments for your e-commerce business.
