In our previous post, we spoke about what practices to use when tackling customer service challenges. In this post we hear from 3 Volo customers who have driven efficiencies through excelling at customer service.
Companies that struggle with customer service are slow to respond, disappoint their customers and see their seller ratings suffer. Successful companies understand marketplace seller metrics and have frequent, transparent channel-appropriate communications and generous policies to keep their customers informed and delighted. Volo helps companies get great at customer service through the integration and automation of customer service functions with auditing and tracking.
Consumer tech merchant Cheapest Electrical uses the Volo system to manage its customer service and has become an eBay top 3 seller. Paul Lever, Director, Cheapest Electrical: “From the outset it changed the way we worked, and the benefits to my staff who are in the system all day every day were instant. The customer service team loves the integrated eBay questions. They don’t have to answer questions outside Volo, and this makes it much easier to manage on a daily basis.
“We also manage all of our refunds through Volo. If we didn’t, it would be really hard to find the right transaction somewhere in Paypal and do it manually.”
Click Car Parts
Vehicle parts and accessories merchant Click Car Parts uses Volo to manage its customer service and estimates the system saves it 2-3 staff members a year. Mat Reynolds, eCommerce Manager, Click Car Parts: “The Volo system is very easy to use, it’s very intuitive. As I said, I like the fact that everything is in one place. That really simplifies things for us. Also, we see some real efficiencies in our in-house processes. We don’t have to open each order through eBay, and print it, that kind of thing.
“Because of that, it's much easier to keep track on a day-to-day, operational basis. It’s all linked together. If a customer calls up or sends an email, I can go to the sales screen and the listing is there. I used to have to do eBay searches to find the orders."
Home and Garden merchant Mill Outlets uses Volo to manage its customer service and has grown 30-35% annually. Marcus Galliford, Managing Director, Zukeo: “We can run multiple sites on the platform, we get the control from automating our purchase orders, and we can handle customer questions from inside the system. All of these things help eliminate needless manual effort and keep the business moving.”