COVERING ALL THE BASES
Customer care starts with the very first interaction your customers have with your company, not when they reach out directly to you. That is why it is extremely important to construct a simplified, customer oriented approach when it comes to schematics of your website's overall user experience. My expertise resides in my ability to implement an all around customer friendly experience. From creating a positive first impression upon a customer's initial visit, streamlining the logistics surrounding the processing and shipping of orders, providing straightforward correspondence, fulfilling customer service inquiries expediently, and constructing transparent policies and procedures that allow the customer and the business to operate on the same wavelength.
FIRST IMPRESSIONS
You have a few moments to capture the trust of someone visiting your website for the first time. It is imperative that your site feel trustworthy and also be easy to navigate and use. The better your front end user experience is for your customers, the less you will have to spend assisting them with inquiries. My eight years experience with internet retail has helped me to look at a website in the eyes of a customer, pinpoint its weaknesses, and implement fixes to offer a satisfying customer experience.
CUSTOMER CORRESPONENCE
Maintaining constant, straightforward communication with your customer throughout their entire shopping experience is an absolute must when it comes to building a successful online brand. With Sabbat Box and Eclectic Artisans, we would utilize every opportunity to engage with our customers to keep them in the loop about their purchase. From easy to read order confirmation emails with helpful information and links pertaining to their purchase, to shipping updates and delivery confirmation texts, we would provide automated correspondence that would keep customers informed. This best practice greatly reduced their need to reach out directly for one on one support, and would allow us to focus our energy on growing the business.
CUSTOMER SERVICE
The bedrock of my entire work history has been based in customer service. One of my greatest areas of expertise resides in providing exceptional customer support, in a range of different industries.
Aside from having a diverse range of experience with customer service, I also have experience with creating customer service policy and procedure. Creating the framework and protocol in which a business utilizes to fulfill customer's needs is a specialty of mine.
ZEN DESK
One of the most powerful customer service tools that I have five years of experience working with was Zen Desk. Zen Desk combined a knowledge base of customer policy while also providing a user friendly customer support ticket system that organized and streamlined our ability to manage customer inquiries. With Zen Desk, I was able to create an easy to navigate knowledge base with answers to customer FAQ's, list our general policy and procedures, and provide important information pertaining to products and services. We were able to also create a centralized customer service hub with the help of Zen Desk by connecting our support ticket system together with social media accounts like Facebook Messenger, through e-mail forwarding, and through an onsite widget, which decreased customer wait times on inquiries as well. This was an invaluable application for our business and I would be more than happy to apply my knowledge with this application.
