One of the greatest challenges of multi-channel online eCommerce sellers is that of handling day to day customer service. Checking email to logging in to each platform separately can be a monotonous and time-consuming process. xSellco’s Helpdesk changes all of that into a single streamlined platform.
Join me as I host Shane Power Murphy, a digital marketing and e-commerce enthusiast working with xSellco Helpdesk a tool that helps online sellers streamline their customer support.
Shannon: Welcome everybody. Thank you so much for joining my. My name is Shannon. I’m the founder of Marketplace Seller Courses and I’m very excited to have with me a special guest today Shane Power Murphy. He’s a digital marketing and ecommerce enthusiast that is currently working with xSellco. He enjoys helping online sellers stream their customer support and we’re going to show you something today that if you hadn’t seen before is going to blow your mind.
In your spare time, Shane, you enjoy boxing and playing soccer. You mentioned before we got started, you enjoy boxing up until the point that you get hit and then it’s no fun anymore.
Shane: Yeah, until the head starts hurting. Then it’s when you want to get out of the ring. But it’s good. Yeah. So really thanks first of all Shannon for having me today.
Shannon: Of course.
Shane: And really what xSellco’s main purpose as well is just really to streamline the whole customer support process for online sellers and kind of multichannel sellers as well. We say along maybe Amazon, eBay, Shopify, Magento.
Our purpose is we’re going to pull in all the messages into the one place, keep it nice and simple and just get a nice flow. We’re responding to customers as well.
Shannon: Yeah. So to give you a little background, for customer service, the way most people operate, most brands, even small businesses, even sometimes larger brands and businesses, they have a customer service person. If they’re a bigger company, they’ve got two or three people or a whole call center full of people and every time they check a different aspect, you have maybe one person who does Amazon. Somebody else does eBay or if you have one person, you’re having to go in and manually log into each of those different accounts. You get the message. Then you have to pull up the order and then you have to reference it. You have to do whatever you need to do to handle a customer support issue. Then you’ve got to go to the next one.
We had a company that as basically doing this. You know, all hands on deck, multiple customer service people working part-time to handle all the messages. When I found xSellco Helpdesk, it blew me away. I literally stopped the demo, called up our customer support rep and said, “Your life is about to change,” and the amount of time that it took us to handle a customer service issue dropped probably in half and our ability to expand and grow and scale without adding additional customer service people was phenomenal.
So what I’m really excited to do is just to give everybody a demo of what the software can do, what this tool can do to help you – like I said, it’s great for small businesses who have limited support staff. So it’s a time and energy and financial aspect or even larger companies because it aggregates all the information. It puts it in one place and super, super simple and intuitive to use.
So Shane, if you want to go ahead and share your screen, we will go ahead and start this demo.
Shane: Yeah, absolutely.
Shannon: I will pop in with questions or comments throughout because like I said, we’ve used it for about a year and a half now. Unbelievable the way it has changed our business model.
Shane: Great to hear. So let me just share my screen now. So perfect. Just give me confirmation you can see we’re on the same, Shannon.
Shannon: Yeah. It looks like it just pulled up.
Shane: Perfect, great. So really, like Shannon said as well, the main purpose of xSellco is to keep everything under one place and really just help businesses as well grow or really reducing the time it takes and the people as well for customer support and customer service.
The way xSellco works is that it integrates with multiple marketplaces, such as Amazon, eBay, your social media channels as well like Twitter, Facebook, and other kind of CMS platforms even, like Magento, Shopify, WordPress and many more as well.
So just going from left to right. I’m going to go through the different kind of headings here. So we have where the message came from, the type of message, who the customer is, a brief description of the message as well and probably the most important really heading here on the right hand side is the SLA Timer and this will give us an indication of how long we have to respond to the customer. We all know how important this is for the likes of Amazon and eBay as well, just to keep up with metrics.
So what I’m going to do now, I’m just going to go through the messages just kind of one by one. I will show you what it looks like on the inside and look, any questions whatsoever, feel free to ask. Perfect.
So when we click in, it’s really like a normal email correspondence. We have the back and forth between ourselves and the customer and then we have all the order information here on the right hand side. Like Shannon said as well, this really saves us having multiple tabs open, going to different places to get the information we need. It’s really all available at our fingertips and although it’s a simple feature, it’s one that just saves so much time as well.
Shannon: It also shows the customer’s order, multiple orders. I mean this is the amazing thing. If they order from your website but then contact you via email, that’s the other channel that I don’t know if you mentioned. But you can integrate your customer support email address. So we don’t even use customer support email. It all forwards into xSellco and if they send you an email with the email that they ordered with, it populates the order information automatically.
You don’t have to go searching for it. It saves so much time in that regard. It’s just unbelievable.
Shane: Absolutely, yeah. That makes sense as well. The multiple orders, you will see kind of links as well from the order IDs and see the total kind of order value as well. You can segment it down to just one particular order and we will see then the customer information here. So we know exactly who ordered, where they’re from, their contact information as well if we have a need to reach out to them.
Really if we want to respond to the customer, we can just write an email or message as normal just saying – maybe say hi or if we want to pull in some information from the marketplace, we can use hashtags to pull in some snippets like the customer first name, maybe a customer email, the expected delivery date and even if you want to go a step above, we can click on hashtag, tap and we can use templates as well, which kind of contains snippets that pull in some order information.
Shannon: So let’s talk real quick about snippets and templates because I think that was one of the biggest time savers. Talk about what a template is and then talk about a snippet and how they interrelate.
Shane: Yeah. So a template really is – it’s really a hold – a template is exactly what it says on the tin. It’s more or less a message that we can send to other customers. Let’s say for example we are getting a message like this. When we order, we have a frequent message. We can have a template to respond to the customer with all the relevant information and snippets as well. Snippets really contain – more or less pull in the information from the marketplace. So look, if we want to pull in say the expected delivery date, it’s going to be there along with the production information as well. Like I said before, the template can contain the snippets. So all we can do in a matter of two clicks, we have a message for all the information a customer needs and ready to send out.
Shannon: So a snippet could be something as simple as, “Thank you so much for your order,” and that’s a snippet. But a template could contain multiple snippets as well. It’s just generic text that you can automatically pull in and as you mentioned, there are variables. So the snippet or the template can contain information such as a tracking number. A lot of people say, “Hey, when is my order?”
Well, instead of having to go look that information up, you can literally just respond with that snippet that will auto-populate that data.
Shane: Absolutely, yeah. I do see sellers as well who obviously point the tracking number and then the courier service as well. So in the same email, they’re getting the tracking number, in which then they can use another link to then go in to the courier, input the number and then they know exactly when the order is going to be delivered. It goes really as well if they are going from maybe – from Magento or Shopify kind of their own website. They can include then maybe a review link or say a Facebook link as well to join the social media channels and really that’s even though a small thing, it’s great for retention as well and keeping the customer in the loop.
Shannon: Yeah, for sure.
Shane: Absolutely. With the message as well, we do – there’s another option here for templates. If we just want to click on, we can have a list.
Shane: Like so. And we can add attachments as well, just like any other normal email there. We can just show them in there. Once they’re happy enough, we press “Send”.
Shannon: Now there’s a really interesting feature here right at the bottom, “Close Ticket,” and this is something that a lot of Amazon sellers deal with. In fact, this is what I was doing when I wound up having to jump in and handle customer service for a client.
We typically use our unread messages as our to-do list. So if you see – you’re going to Amazon. You have 10 unread messages. Once you click that and read it, then you go, “OK. It’s off my list.” You’re not thinking you have to go back. But there are sometimes where a customer says, “Hey, I’m not happy with my product,” and you reply and say, “Do you want a refund or replacement?” and you’re actually waiting for that customer.
So the case actually needs to stay open. With xSellco, you can keep that ticket open and know that it’s not closed yet until you’ve actually gotten the response that you need to close it out. That makes a huge difference. Making sure that you’re following up if for example you need more information.
Shane: Absolutely. It kind of goes here down the left hand side as well. Like firstly we’re going to see any tickets that are assigned to ourselves. We will have open inbox which is just more or less everything that has come in, maybe that needs action or we’re waiting on a customer to respond also. Later this is any tickets that maybe are snoozed. Resolved. That’s resolved and this is really the main two folders we work off as well.
It’s “Needs action,” so that is really – that’s really the ones we have to take action on and respond to the customer and then waiting is if we’re waiting on the customer to respond to us. Sometimes if maybe a message is in the folder for – it could be in the folder here for maybe two, three days as we need a bit of follow-up, a bit more information then to fully answer the question as well for the customer.
Shannon: Yeah, because I know like with eBay for example, if somebody files a case, you may need to follow up to see if you can resolve it. But if not, you need that reminder to go back in and refund it. So they don’t automatically do it and charge you a fee and I think Amazon is the same way. Like you still need to respond to the customer even if you don’t have the information to say, “Hey, I need to check on that with our warehouse. I will get back to you.”
But you can set a reminder for yourself and that message then will pop back up. So it just keeps everything in front of you and like you said, the timestamp in terms of how long you have to answer it, Amazon is 24 hours. But you’re not necessarily going to sell it 24 hours. You can actually sell it by channel, correct? Like I can set my own and say, “Well, I actually want to answer Amazon emails in six hours,” and that’s what the timestamp will show on that.
Shane: Absolutely, yeah. So first of all, the SLS can be pulled in from the marketplace and in instances as well in channels, which we will touch on in a few minutes. We can then go in, see the SLA timers and then set our own timers as well, that you need to around business.
Shane: Brilliant, brilliant and just on the message as well. We’re kind of talking about maybe a topic, our ticket as well and it’s taking a few days to resolve because we need the information. We can also assign multiple people to the ticket as well if we need to bring it to the attention of maybe management or customer service employees or anyone really in particular.
We can leave internal notes as well also if we want to have a correspondence amongst ourselves and – go ahead.
Shannon: I was going to say this had been so helpful because when I stepped out of doing customer service, we hired somebody and I trained them and what we wound up doing was it – I would have then at that point handled escalated customer service issues.
So if there was something that they couldn’t figure out, they would tag me and assign it to me and I could go in, get the information, make a recommendation like they’re saying. Hey, what should I do for this order? They have a question about this. What do I tell them? So I can go in. I can respond to them or I can make a note. Those internal notes are so key because otherwise, a customer may have had a question about something.
But if you didn’t write it down, you don’t have any record of what your conversation was or how to handle a specific case or if you had agreed to refund them over the phone for example. You can add all that information here and it stays with that tape and it’s just one of the favorite things I love.
So sometimes there may be multiple people that need to jump in. We decided to the warehouse manager. They could go in and add a different information, assign it back to the customer service rep and they can take over. So the transition is literally flawless between all the different people that would interact with the software.
Shane: Absolutely. Just on that as well, we used to have this as well in-house and like you said as well, it just saves so much time. It literally just keeps everyone on the same page. Everyone knows exactly what’s going on with the ticket or with the customer and it just saves so much time in going back and forth and trying to second guess what happened here or what happened there. We can see really in front of ourselves.
Shane: And yeah, if we want to tag someone in – I always like to tag Renaldo – and just with the name or we can tag multiple people in on the ticket as well. It just brings it to their attention and yeah, once we do that, that’s now gonna stay that’s ours.
Shane: Now there is going to be some errors as well that do come with the download issues because they told me that as well and yeah, so the next message I’m going to go to is – is really one from multichannel centers or anyone who kind of has sales in multi-countries, especially in other offices as well. I work with Pietro my Italian colleague and Eleanor who is French-speaking as well and to be honest, it’s great to have her because it’s like a Rosetta Stone in the office and if I ever had a person as well, one of the things I’m probably going to – I wish for them anyway is to pick a second or a third language because it’s so, so, so important and especially in customer service as well. We know that because the world is so small now because everything is connected. We can pull in messages from really anywhere and make orders anywhere and with xSellco, we do have a knowledge translation tool.
Shannon: Yeah. As you cue this up, I want to tell everybody how complicated my life was before this. So we launched and expanded to Amazon UK and Amazon Europe. So now we’re in the UK, Amazon Italy, Amazon Spain, Amazon France, Amazon Germany.
I don’t speak any of those languages except English. So for me, we would get a customer inquiry in German and I would have to – I would open it in Amazon. I have to copy it and paste it into like Google Translate, try to figure out what they were saying and then I would have to do whatever it is they were requesting I do, write my response, plug that back into Google Translate, copy and paste that back into the message and hope it all works correctly.
The time-consuming aspect of it was just tremendous. So talk about what the auto-translation feature does and looks like.
Shane: Yeah, absolutely. I feel your pain too. I think especially in French as far as my language goes it’s bonjour and that’s probably it. But thank God we do have the translation tool because as we can see here, the message came through from Chloe in French. It has been translated to English here in the native tongue and if we want to use a template or snippet or whatever really, we can just input it here. We press “Send”.
Shannon: Yeah, and that’s it. It auto-translates it into English and it auto-translates it back to the native language that the inquired about.
Shane: Absolutely, yeah. It’s going to give the full translation, send it over to Chloe as well. Look, we use Microsoft as well for the translations and we did have our French and Italian and German-speaking colleagues as well have a look over the messages and make sure they’re grammatically correct as well because especially with translation tools, it’s kind of word for word. Sometimes phrases are not really that accurate. But we had to look over it as well and they’re constantly improving also.
Shannon: Yeah, that’s great. We found that using it, most of the information transfers over. The concept is always understood and again, it’s not going to be any better or different than trying to do a Google Translate. But the cost savings in terms of time is tremendous. It puts it all in one place.
Shane: Absolutely, yeah. It’s just really – again, it’s really just having a purpose as well of just having one tab open. As I said, multiple, having the marketplace, translation tool and then your email as well. It just kind of keeps it all nice and streamlined and then look, may save about 30, 40 seconds per message. But they build up as well.
So the next message I’m going to head into as well is – let’s open it over here. It’s from Daniel Ryan and you can see it’s a negative feedback from Amazon.
Shane: Which is something that we don’t like to see as much. But if it does, comment. We do like to have a plan as well for this. So first of all, we’re going to pull in any negative feedback. We’re going to pull in the rating, the message as well. In the helpdesk itself, we have three different ways to handle this. So we can reply directly to the customer. If we want to kind of resolve the issues just between ourselves, we can. If we want to leave a public response, maybe we feel it’s unfair, and we can do this also by just following the link.
Look if its FBA or any fulfillment in particular, we can raise the feedback to be removed to Amazon and the link is there. It will bring us straight to the Amazon page and then we just fill out the request.
Now with eBay as well, we do pull in resolution cases and refund requests. That can all be handled in the helpdesk itself. It just means then that it really works the same way. You have to drop their menu, where you choose what you want to do. You click on what you want to do and then it’s processed and marked as resolved as well on eBay. We do have the internal notes as well and we use this a lot for negative feedback and see a lot of our customers use this also, where we can tie maybe management in on a negative feedback case or ticket. Get a second opinion and maybe just some support on what to say also.
Shannon: Well, and another way that we use this that was huge was we used to do this manually through an Excel spreadsheet. But we had products that would have manufacture defects. Well, we used to have to manually catalog all of those and go through and count them up. Now we just tag it and go, “Oh, that’s a manufacture defect.”
Then we can look at the number of items in that folder that have been tagged and all of a sudden, we can fill out a request basically from the manufacturer to get reimbursements for items or a product that was damaged from the manufacturer or have defects when it was shipped originally.
Shane: Absolutely, yeah. The way that our tags – it’s just down here in the bottom right hand corner where you can just go to “Add Tags”. We choose a category or a label and that’s going to be assigned in to a ticket. Real easy to do as well and like Shannon said, that can be filtered down at the end also.
So I’m just going to move on through the fields as well. So with the messages, we have tools in here too, so we have snippets, templates, rules. The first one I’m going to go into is templates.
So with the templates, like we’re seeing, it’s a normal, standard template. What we can set up as well is some auto replies and maybe some office messages as well for the weekend to keep up our SLAs. We can then have – if frequent messages will come in, like, “Where’s my order?” we can have responses built for them and set off triggers as well that anytime they come in, a message is sent out to the customer with all the information they need.
Shannon: Now this is huge specifically for Amazon, right? So I have a lot of people who go, “OK, I know Amazon has a 24-hour customer response time. But they don’t mean on the weekends too. Like, they don’t mean on the holidays like on Christmas. I’m not supposed to log in on Christmas, are you?”
The answer is yes, yes. Amazon wants you to respond within 24 hours regardless of the day, regardless of the time. They do flag – if you do an auto responder, like if you’re in Outlook and you set up an auto responder, “Hey, I’m out of the office for the weekend,” Amazon knows when that email gets kicked back immediately, and they actually don’t credit you for responding within 24 hours. How does xSellco handle that differently?
Shane: Yeah. So the way we handle this differently is actually a really simple tool. We just delay the auto response. So we can delay for about 10 or 15 minutes. We can set the min and max delay, the frequency. So if – because you can do not respond as well. If we don’t want to say, not respond a word, what we can do there, we can do say once every hour or once every six hours. In terms of triggering out the response as well, we can always – this is really where we set out the triggers here, so we can say what channel the auto responder is going to be active on, if one or multiple.
If the subject line contains something, if the query types are maybe shipped in or cancellations or something like that, you can have auto responders for them and same with the order status as well. A lot of our sellers as well over time, they don’t use this as much but you see how effective it is. You create one message and then you start building a catalog of messages that is set up over time and it – one of the templates who have reduced the whole customer support process by 92 percent, by just having these auto responders.
Shannon: Yeah. Yeah. I do want to talk through that for a second. There is some infrastructure and time invested to building this out. It’s not like you turn it on. The integrations are very simple. But if you really want to maximize the use of it, it’s going to take some time and some energy. The first thing I had our customer service rep do was I said, “Go ahead and create every template. Like go through all of your sent emails for eBay, for Amazon, for the email. Go through all of them for the last 30 days and find the most common ones and go ahead and give me a template and then I will create them in xSellco.” We would create the snippets. We would create the templates.
In terms of the rules, there are tags. There are all these different things that you can do to customize it to basically provide the automation. The principle I use is sort of like the 80-20. But you’re going to spend 80 percent of your time doing the work and 20 percent of your time figuring out how to do the work more effectively.
If you spend that 20 percent of time really maximizing xSellco, the decrease, the long-term decrease in time and cost is phenomenal. We haven’t even gotten to the dashboard reporting, which we will get to later. But the amount of time that it takes down the road decreases every time you make an infrastructure investment to make it a smoother process for your customer service team.
Shane: Absolutely. Even from using the helpdesk ourselves, if we’re reaching out to customers, any kind of issues as well. If we already responded to them, we always have a template ready or if we’re introducing ourselves to the customers, we would also add in the personal touches. But we do have the body of the message as well, in which we can send out and it just saves us so much time.
If I was reaching out to everyone that contact me today just without templates, I would be probably still here until midnight. But that’s really what it is. Those take a bit of time really to get used to and just create a template, save it in, and then start using it. Over time as well, you are going to build up a real catalog of templates as well and in a matter of a few clicks, you will have the response ready to send out to the customer.
Shannon: Some people have a little pushback on that and they say, “Well, we really want every message to be personalized.” You can to a very great extent personalize the templates. You can write it where it’s just like you were writing it. It doesn’t have to be a specific kind of copy. So it can feel very personal. But the most important thing is the service part. If you can respond to a customer super quick with the information they need, that’s really what builds the customer rapport.
We’ve had people who – maybe they weren’t happy with the product. But they will send us messages and say, “Your customer service is phenomenal,” and part of it has to do with having those templates ready, having the processes ready, having the order information at their fingertips. That’s really what enhances the customer service experience and makes people come back and buy from you again.
Shane: Absolutely, yeah. And really the personalization comes from the snippets as well where we can input the customer’s first name and the product name as well, the expected delivery date. But more importantly, these templates can – once input into a message, can be edited if we need to add any line or two about your business or just a line or two about the customer in general, if we do know the customer, and then small little things as well make a huge difference.
Like even – what we’ve done before. We used to as kids as well. If we call a name on the street. You see about 10 or 15 heads turn around and even in emails, if you do say the customer’s first name in an email, they’re about five times more likely to open that email as well because it’s calling out to them. It’s personal.
Shannon: Yeah, and you can – like you said, you can create a template, use the template and add just a little bit of a phrase. You know, if it’s a special holiday or whatever the case may be. You can still personalize it. But the amount of time it takes you to personalize it versus writing it from scratch is going from a minute and a half, two minutes, to 15 seconds.
Shane: Absolutely, absolutely. It just really gives the body and then you just add then the – really the magic powder just on top and then it’s ready then to send out to the customer.
With the snippets as well, if maybe a holiday is coming up, we can always then say, “Happy Christmas!” or “Happy Easter!” or whatever as well. We can just add in the snippet or maybe we want to link into our Facebook page or, I don’t know, any kind of particular phrases that we are using. We can just add a snippet. We put in the name of the snippet. So let’s see. Let me just type in. Another thing it does have as well is autocorrect which saves my life and –
Shannon: That’s great.
Shane: We can always just then – just once we have that, we can create snippet and then we have to do it in the message. It’s just hashtag Christmas or hashtag and C and it’s going to come up as well. Let me just input that and knock any other kind of long-winded phrases as well. It’s a real time saver in them also.
Shane: Brilliant. So another thing we do have as well is rules where we can set up rules that filter out messages to different people or to different folders and this is really handy as well, if you do have maybe an agent that looks after the Amazon messages, an agent that looks after the eBay. This automatically just filters any Amazon to the relevant agent and to a relevant folder.
Shannon: Yeah. So again, this goes up into the infrastructure setup. The rules are going to take a little bit of time to set up. But once you set it up, it’s automatic and you can always make tweaks to it later. So, so much customization that can be done that saves you so much time in the long run.
Shane: Absolutely, yeah, and they’re really easy to do. If I can do this, anyone can do this. It’s really just inputting the name of the rule. Let’s make it active. Let’s call this “Test”. The condition really is what we want to filter down by. So we can go by say channel. Go to your ticket type as well and so – let’s say if we want any cancellations, maybe assigned to a cancellation folder or maybe returns or we can assign them to an agent as well. Maybe let’s say David looks after the cancellations. So any messages, any cancellation messages are going to be assigned to David.
Once that’s done, we go to “Create Rule”. Save changes and that through – so that’s, that comes in the form of a cancellation. It’s going to be forwarded then to David and that’s going to – apparently has consolidated the inbox over here.
Shane: Perfect. So another feature as well we have, we do have a chat feature. So if you have your own website and you want to install a chat feature that pulls in through your helpdesk as well, you can design them. You can design the form of how it looks. The popup style as well you have full control over and then once done, all you have to do is just copy and paste the code and install on your website.
Shannon: Yeah, we did this with a Shopify site. Actually it was three Shopify sites. It was incredibly easy to integrate. Once it was integrated, the chat popup is there. There’s a way to add your picture to your profile. So that way, whatever customer service person is naming it, if they go ahead and respond, then their customer service picture pops up. They’re able to chat with them and again, typically, it would ask for the customer’s email address. It auto-populates all the order information.
So again, you don’t have to spend all this time going and looking for – regardless of how they contact you, it’s going to find the order as long as it’s not – sorry, Twitter or like Facebook for example. But everything else, it just auto-populates the information.
Shane: Absolutely, yeah. Look, if it’s Facebook or Twitter as well, if you do say get the order number or what the order – even the customer name. We can always go to orders, search for the name of the customer and it’s going to pull up the order information here.
Shannon: Which you can’t even do in Amazon. You have to have the order number or the Amazon alias email address. Way more complicated. This is the fastest way to search for a customer.
You know, even for Amazon, when we can’t request that a customer remove negative product reviews. If somebody leaves a review, a product review and maybe their first or last name and which product they ordered, this is a great way to look them up and just reach out and say, “Hey, just wanted to let you know that we saw your comment. We will send you a replacement or offer you a refund,” whatever that may be, just for the – again the customer service aspect of it, to improve the overall experience.
Shane: Absolutely, and just being proactive to the customers as well. It makes a real difference. Look, it’s natural that we are going to get products that are going to be always 100 percent and products and customers as well that maybe would be problematic. We can always just click on the order, reach out to the customer and say, “Look, maybe this is out of stock or it’s the wrong size. If you send it back, we will send you back then the correct size.” Yeah, it’s just a great way we usually identify orders and just get to the customer as fast as possible.
Shannon: Yeah, and this doesn’t have to do with xSellco per se. But it is a good customer service practice for Amazon or any channel. If we have a customer that gets a wrong product or a defective product, we will not only automatically ship them a replacement. But we will also automatically give them a 15 percent refund and people are just blown away when we give that to them proactively without them asking.
So we’re not looking at how little we can give the customer. We’re looking at how far we can bend over backwards to help them. Again, it just builds long term brand awareness. They share that story with 10 or 15 people and it just pays for itself. It’s about building a great brand.
Shane: Absolutely, and not even a great brand. Just a great relationship as well with the customer and it’s naturally rewarding as well. Like it’s good to make the customers happy. Like even let the profits go. Look, if you’re making a difference in someone’s life, I know as cheesy as it is. But look, even if it’s a small difference, brilliant.
Shane: By all means, do it.
Shannon: All right.
Shane: Brilliant. So the next thing I’m going to head into then is the dashboard. So this will really give us an overview of the analytics in terms of the sales coming in, the tickets coming in as well and then agent activity.
So with the sales overview, it’s going to give us a holistic view of all the sales coming in from our marketplaces. If we want to filter down to a marketplace, we can or via time range, we can also. If we scroll down, we’re going to see a heat map as well of when we’re getting the most orders, what day is most busy, what time is most busy as well and then what sales channel is the most busy. Maybe Shopify, Amazon or eBay as well. We will have the value here also.
For the helpdesk, it’s going to give us a breakdown of the tickets used in each billing cycle and the estimated tickets per billing cycle as well, how many tickets are active and where the tickets are coming from, maybe what channel.
Shannon: Yeah. Now let’s talk real quick about tickets because again, this is another huge benefit of xSellco.
Shannon: There are some companies that charge every single time you send a message. You guys don’t do that. So what do you consider a ticket when somebody reaches out? So I’m a customer and I reach out to xSellco. Yeah, through xSellco and then the customer service agent responds and I say, you know, I want a refund. They send the replacement. They send the refund. How many tickets are we talking about?
Shane: So essentially that will be one ticket. A ticket, we define it as a real – it’s more or less a conversation between ourselves and the customer. It’s probably the best way to describe it. It’s like an email thread. It doesn’t matter if that email thread has a thousand back and forth messages. It’s still one ticket.
That for we charge – really our service, we have four different packages ranging from 500 tickets to 2,000 tickets to 4,000 to 8,000 as well. All features are the same. The only difference is the amount that gets used.
Shannon: Yeah. No, that’s really fantastic. I love that feature of it.
Shane: Yeah, and it’s – we do see a lot of people really kind of charge it per use as well. We don’t really believe in that philosophy because look, we could have users that are really – doesn’t use the service. Like where the tickets are again value for money, because you’re paying for what you’re actually using as well.
Shannon: Yeah. And you know what? Your customer service rep is not wanting to send multiple messages to a customer because they’re worried about going over their tickets. You want to be able to send them a – all the messages that they need to resolve the issue. So it puts the focus on the right place and on the time it takes to respond.
Shane: Absolutely, yeah. And it just really keeps everything under one thread as well. So the back and forth is there for both ourselves and more importantly for the customer as well. You can just literally scroll up and see the whole transcript and it’s all there.
Just for the tickets as well. So we do have a ticket breakdown as well of when the most tickets come in and what days they come in as well. This give us really an idea of when we’re most busy and it’s a great way to say when we need staff on hand, what the role should be also. We do have the query type. So we know exactly which query type is common in the most. What channel that most messages are coming from and this is a real way – real great way as well to identify maybe – if I have shipping inquiries as well, maybe we may need another courier or having to set the volumes as well and maybe we want to have a second look at our products or public messages as well.
It’s going to give us a nice view of what kind of messages are coming in and really an idea of how to troubleshoot and reduce any messages coming and going forward.
Shannon: Yeah, that’s fantastic.
Shane: Once again, everything can be exported as well if you want to in a CSV or an Excel file also.
Shane: So with the response times, this really gives us a breakdown of how long we’re taking to respond per ticket type and a first and last touch and attribution and then our SLA compliance as well per channel.
Shannon: Can you look at this – are you able to look at this by the team members? I think that’s probably the next.
Shane: Yeah. So you can look at it as per team member as well. So with each team member, we’re going to see the number of handled tickets, how long it has taken each team member to respond to a ticket, the number of messages sent by a team member and the internal notes left also.
Then we can see a heat map of when each agent is most busiest, what day, what time as well.
Shannon: Yeah. I mean I know there are companies that outsource their customer service. What they have to do is they have to schedule weekly calls, so you get updates on, well, what’s going good and what’s not going good or they like, you know, have to – you know, be given access to be able to review some of the correspondence.
If you bring it in-house, first of all the cost is going to be significantly less. But two, you’re able to monitor everything and you can see exactly what’s happening. You don’t have to rely on somebody else to report on how well the customer service is.
If you’re going to outsource anything, I would put customer service last because customer service is the forefront representation of the brand beyond the marketing. It’s every customer touch after the customer buys a product or is in the process of buying a product. So for me, that customer service experience is so, so valuable to have somebody inside your team who’s trained, who understands the culture, the tone, how you want to respond and with xSellco, it just makes it really easy and affordable to do that.
Shane: Absolutely and look, it’s really all about consistency as well with customer service and that’s where the – obviously have an average in one place in terms of the metrics. You know exactly who is doing what, what messages are being sent out as well, and the templates are going to bring that consistency because at least everyone is going really on the same tone of voice as well, which is a massive – really impactful for the brand as well.
Probably the last kind of metric I’m going to go through is the assigned tickets. So when we come in, maybe on a Monday morning, we know exactly which agent has the amount of “needs action” tickets, waiting on hold as well and maybe we can – if someone is kind of bombarded with messages as well, we can always get the help and maybe assign someone else as well to a few tickets, just to balance everything out.
Shannon: So for example, we have five customer service people and a bunch of messages come in that aren’t specifically assigned. Is anybody able to jump in and assist and help resolve these customer issues?
Shane: Yeah, absolutely. First, what we could do, we could just go to “Messages” and then our open inbox as well. This is going to contain everything and let’s say for example we do have an agent who is maybe out sick. We can just filter down by name. So we can always go for – let’s go for Bob. We will show results and – luckily, Bob hasn’t assigned one. Well, if he did and he was out sick, we could just filter down with his name and go through his messages and start responding then to his inquiries as well as best we can.
Shannon: Let’s talk about custom fields real quick. I know we went – we hit widgets. Talk real quick about what the custom fields are and how people might use those.
Shane: Yes. So custom fields as well are just really inputs that we can put in. So we do see a lot of people putting in the client’s name. It really just pops up on the message as well and we do see a lot of people put in the customer number. To add a customer field, we just really put in the name of the field itself. The type as well if it’s a text, a date and time. Multiple selections, a URL even as well and then we put in the min and max length also.
Shannon: Yeah. So this allows you – if there’s internal customer data that you want to track in a different way, this is a great way to be able to add this, either be a rule or manually to be able to track that. Yeah. The customization options are endless and phenomenal to be able to do everything that a customer service person would be able to do.
Shane: Yeah, absolutely, and even if you don’t find everything you need in the helpdesk as well, we do have an open API. If you do want to make a connection maybe with your in-house system and we do have integrations as well with the likes of Linnworks, Veeqo and Skubana as well.
So one where we can maybe – maybe not that message but we can click into a message as well and we do have three little dots here where we click on and show the order details maybe in Linnworks and it’s going to pull out then what the order would look like in Linnworks and it’s really just keeping everything into one place as well.
Shannon: Yeah. We use Skubana. So let’s talk real quick about integrations. What are some of the really simple setup integrations that you guys can handle customer service for? So I know – for example, the ones off the top of my head are Amazon, eBay, Walmart, Shopify, Magento and then the customer is sort of saying, “What are some of the other ones that you guys integrate really easy with?”
Shane: Yeah. So first of all, we have to support email, so Gmail, Yahoo and Exchange and Outlook. We do then have the marketplace integration, so we have Amazon, eBay, Shopify, Magento. If you have European ones, Prestashop, BigCommerce, WooCommerce, Allegro. We have Sears and we also have Newegg and Walmart of course. Fnac, Cdiscount, Mirakl, PriceMinister, Tesco and Bonanza. That’s the marketplaces. We do then have social media integrations as well. So we integrate with Facebook and Twitter.
Shannon: Yeah. We found that there’s – you know, obviously from a social media marketing standpoint, you’re going to have social media teams that are doing posts and promoting products or sales or specials or updates on information. But we found that a lot of the comments we get through Twitter and Facebook are really order-related or product-related. They have a question about the product and again, a customer service person is going to be much better to answer those than a social media person. Again, it makes so much sense because they’ve got access to all the data. So again, maybe by their email address or order number. You can populate it, pull it up right there and respond using a template and the social media team doesn’t have to worry about that as well.
Shane: Absolutely, yeah. It just really like pulls everything in, whether it be say a social media channel or the marketplace as well and we do have that experience as well. We do get a lot of customers, a lot of kind of questions as well through Twitter and Facebook as well and I can see the popularity of Facebook ads for messages to increase as well. So a lot of people are messaging me and a lot of people are running competitions and messaging the customers as well.
Once they respond, it’s going to be pulled in through the helpdesk as well and the correspondence then can continue on then through the social media channel – not through the social media channel. Through Facebook or through xSellco as well.
Shannon: Yeah. So I want to give just sort of a brief customer case study from this. I was working with a company and we had some product and videos go viral and we wound up selling 20,000 units in less than seven days. It was –
Shannon: Yeah, because the first one sold out of FBA like super quick in a couple of days. Everything was merchant fulfilled after that. The amount of customer inquiries, maybe return requests. You know, when people kind of do an impulse buy, they more likely return it even though the return rate was very, very low.
I had just laid out like two hours a day for the – you know, seven days a week for the next two months to handle all of the – all the follow-up from this. I mean it was mind-boggling. We hired a customer service person, trained them on Amazon, trained them on the website. We had three customer service people working part-time to make all that happen. Then we got xSellco. We set up the templates. We set the snippets. We set up the rules. We integrated with three Shopify sites. That’s the other thing.
You don’t just – it’s not just one. We had three Shopify sites. We integrated with all of them. We integrated with eBay US, eBay UK, Amazon.com, all of our Amazon European marketplaces and once we did all this, we had a launch of a – one of the products was featured on Good Morning America. It’s a show here and we sold 20,000 units in one day.
So we get from selling 20,000 units in a week to selling 20,000 units in one day. We had one customer service rep working part-time using xSellco and they handled everything. They weren’t even that busy. They were on the chat feature and all the social media. I’m like, “How is it going?”
She’s like, “It’s fine. Everything was really smooth,” because again, you make the investment to streamline your processes and build the infrastructure. It will pay off in dividends. Your customer service people will also just be happier. Even though there’s less work, you’re able to expand and scale and they’re able to do things more smoothly. It’s less frustrating.
If they need to escalate a ticket, they used to have to copy and paste it and email it to me. Then I have to email them back and they would have to do all the rework.
Now they just assign it to me. I make the comments. I get back to them and everything is done. So again, xSellco has changed our customer service experience head to toe and it’s basically worth every penny even for small startup brands, even to the larger ones because of the integration potential and possibilities.
Shane: Absolutely, and that’s the impact we want to have with our company as well is just really streamline the whole process, make it as easy as possible and really as stress-free as possible as well, just to handle customer service messages. It’s kind of one of the things that – it’s not – like everyone loves making sales, everyone loves marketing. When it comes to customer service, it’s one of the things that we kind of have to do and look, we may as well do it right and as effective and efficient as possible as well.
Shannon: So let’s look real quick at settings because I want to talk about – you can bring in multiple people and then we will go ahead and wrap it up here because we’re coming up on time. But Shane, thanks so much for going through this webinar. It has been really, really helpful.
Shane: My pleasure, Shannon.
Shannon: Again, I have loved it. I’ve enjoyed it. I think I even got a couple of new things to look into. But talk real quick about the account settings and then we will go ahead and close it out.
Shane: Yeah. So the account settings. Let’s firstly start off with users. So if you want to add a user, it’s really easy. We just go to “Add User” up here at the top right hand corner. We put the name, number, name – sorry, last name, email address and time zone. They will then receive then an email from ourselves just to say set up your password. They’re added then as a user.
Once they’re added as a user, we can then control the permissions of what you see and what you don’t see and they can then set their own signatures. So each user can have their own individual signature. They can set in the working hours as well to say when they’re available for chat and then in the account settings itself, we do have a few other options.
So we can change the color of the helpdesk. We can say languages that we understand for the translation. We can then set up our own email signature and then for the last set, I’m going to go to – maybe company settings.
Shannon: I want to mention something real quick for the signature.
Shannon: You can customize the signature by marketplace because Amazon for example, it will strip out any websites or email addresses and they will penalize you if you do that too much. So you want to make sure for Amazon, you’re just doing a customer signature with the name and the company information. But if you’re responding to somebody through your Shopify site, you can put in the website, your social media addresses and again all that is set up at the beginning and then it’s automatic as you move forward.
Shane: Absolutely, yeah. So even in channels and before we went to company settings, if you go to channels, we can then have its own individual channel settings. So if we go to channel, if we go to helpdesk, we can then have our email signature. We can set the SLA as well, which is somewhere here. There’s the SLA. We can change that and yeah, and then the last thing I want to touch on then is company settings. So we do have integrations with Brightpearl, Linnworks, Skubana, VoloCommerce, StoreFeeder, Veeqo, Shipstation, Aftership and yeah, it’s – what it really does is it just pulls in all the information from the multiple places as they’re all available at our fingertips and just as easy and possible to respond to the customer.
Shannon: That’s brilliant. Well, Shane, thank you again so much. Again, if you have any questions about helpdesk, I will provide a website of information for xSellco beneath the webinar and I want to thank everybody for joining us. You can subscribe to us on YouTube. If you have any questions about courses and resources, you can visit us at www.MarketplaceSellerCourses.com. Shane, thank you so much again for joining. I appreciate it.
Shane: You’re very welcome Shannon. Thanks so much for having me today and look, thanks everyone for tuning in as well.