How to improve and optimize your customer service management in e-commerce?

Too many tickets, you want to increase the sales of your e-commerce site, you want to improve your SEO? Are a dynamic FAQ or a chatbot envisaged? TeamBrain is the solution!

Why TeamBrain?

TeamBrain comes in three forms: FAQ, search bar and tooltip, all of which have the common goal of answering all your users’ questions through automation (a more detailed explanation is available at the end of the article).

All this is possible thanks to artificial intelligence and especially Machine Learning. Let’s take a look at the points that make TeamBrain one of the most powerful software on the market.

How does TeamBrain solve your e-commerce problems?

○      OPTIMIZE / AUTOMATE YOUR SUPPORT by reducing ticket volume

Too many tickets? You often find yourself overwhelmed by the number of tickets you receive, despite the various techniques you may have put in place. But have you ever thought about using automation for your support?

This is the main goal of TeamBrain, to automate as much as possible the questions you receive. À To date, we have achieved an average automation rate of about 95%. This automation could allow your support department to focus on level 2 tickets.

○      Increase YOUR sales / lead generation

You want to increase your sales… Did you know that this is possible with our tool?

How do you do it? When a prospect asks a question that has not yet been answered, he or she must fill out a contact form linked to your CRM. So you get a way to make contact while having automatically provided answers to his basic questions.

TeamBrain also allows you to integrate CTA buttons (link to an appointment, call, etc…) that push the prospect to interact more with you.

And lastly, the advantage of software that relies on automation is that it is available 24/7. Your user gets the information he needs quickly, which increases his satisfaction and the image he has of your company. The fact that their question is not unanswered will also speed up the purchase of your product.

○      Improve your SEO

Want to improve your SEO? TeamBrain allows you to improve your referencing by highlighting the appropriate keywords, because the content of the questions and answers is directly listed on Google as well as the verbatims of your users.

How can I use TeamBrain for my e-commerce?

Maybe some of you can visualize the use of our tool, but if not, I suggest you look at different examples of questions that you could integrate into the TeamBrain tool, depending on your business activity.

Click on your specialization:

Tourism / Leisure

Clothing, home, hygiene, beauty & health

Finance and Insurance

Telecommunications

Automotive

Cultural

Food stores, caterers, GSM

Technologies, IT

○ Tourism and Recreation

Here is a concrete example, that of Odalys Vacances for which TeamBrain has customized a FAQ page:

Odalys TeamBrain

○ Apparel, home, beauty and health

HOW LONG DOES IT TAKE TO GET MY MONEY BACK?

HOW DO I TRACK MY PACKAGE?

I CAN’T USE MY POINTS WHEN ORDERING?

○ Finance and Insurance

HOW TO GET A QUOTE FOR HOME INSURANCE?

I HAVE BEEN CHARGED FOR A DIRECT DEBIT ON MY BANK ACCOUNT

I HAD AN ACCIDENT HOW DO I REPORT MY CLAIM?

I LOST MY LOGIN AND PASSWORD

WHERE CAN I FIND MY INSURANCE CERTIFICATE?

I WANT TO SUBSCRIBE TO AN OFFER WITH YOU

○ Telecommunications

HOW TO SUBSCRIBE TO A NEW OFFER

DO YOU HAVE AN INTERNET OFFER DEDICATED TO STUDENTS?

I LOST MY LOGIN AND PASSWORD, WHERE CAN I FIND THEM?

I CAN’T UNDERSTAND MY PHONE BILL

CAN I CHANGE MY MOBILE OFFER?

○ Automotive

I BOUGHT MY CAR USED, CAN I ADD NEW OPTIONS?

I HAVE LOST THE USER’S GUIDE OF THE VEHICLE?

WHERE ARE YOUR DEALERSHIPS LOCATED IN FRANCE?

IF I BUY A VEHICLE FROM YOU, WILL YOU TAKE BACK MY OLD VEHICLE?

○ Cultural

CAN I RESELL MY TICKET?

WHAT IS THE PROGRAM FOR THE YEAR 2021?

THE SHOW IS CANCELLED, WILL I BE REIMBURSED?

CAN I LEAVE THE FESTIVAL AND THEN RE-ENTER?

○ Food, Catering, GSM

I ORDERED ON A DRIVE AND I WANT TO BE REIMBURSED FOR AN ITEM

I LOST MY PASSWORD

WHERE CAN I FIND THE STORE NEAREST ME?

I FORGOT MY LOYALTY CARD CODE

CAN I USE MY MEAL TICKETS IN YOUR STORE?

○ Technologies, IT

HOW TO RENEW MY LICENSE?

IN CASE OF A BUG WHO DO I CONTACT?

Detailed explanation of TeamBrain?

Through these questions you may have recognized your company, so I will tell you more about the tool that is TeamBrain. At the beginning you will need to define a knowledge bubble with the questions that have been previously asked to your customer service and you can also add the ones you have in mind. But be careful, you can also start with about ten questions in your bubble and let your bubble grow naturally.

Obviously you will not be able to think of everything and customers will have additional questions. In case the questions are not yet in your knowledge bubble, the user will ask it, then they will be sent by email to the expert(s) previously designated within your organization (or the support department) to answer them. Then, once answered, the answer will be sent directly by email to the customer and entered into the knowledge bubble, so that no question will remain unanswered. Good news, right? The next time a prospect/client asks this question, your knowledge bubble will automatically answer it.

The expert, when answering a question, can do so in many ways: for example, very simply with text, or he can also add clickable links if necessary, photos, videos, a call to action…
The expert can also answer by building an interactive answer, without using any chatbot / technical expert!

the two versions of link formatting

The question is formulated in a different way by customers / prospects? Don’t worry, TeamBrain handles alternative wording and learns from your audience’s interactions.

But if the expert wishes, with one click, he can link a new question to a question already in the database. TeamBrain will then automatically respond to even more different formulations.

TeamBrain is available 24/7, so even when you’re away, your customers and prospects can get answers to their questions.

question reliées

Closing remarks

Through this article we have seen that TeamBrain can suit your E-Commerce site whatever its specialization. If we have forgotten your field of activity, do not hesitate to mention it to us, or to make an appointment directly so that we can help you optimize your support. Feel free to check out the other articles available on the blog to learn more about us and our tool.

Have a good week,

The TeamBrain team !