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Coming Soon!
After seven years building and scaling e-commerce customer service systems, we know how frustrating and expensive it can be, so we’re creating a course for Founders and support teams on how to do this our way, with less stress!
There are no prerequisites, this course will take you from 0 to fully integrated and operational support systems in less than a day. We’ll use Shopify and Help Scout for examples but the content will feature a general-enough approach that it may be applied no matter your technology stack.
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Tentative Curriculum & Lessons
Module 1: Introduction to E-commerce Customer Service
- History of Online Shopping
- Today’s Expectations for Selling Online
- The Platforms: Shopify, Amazon, eBay, and More
Module 2: Systems
- Choosing a Support Email
- Your CRM (Customer Relationship Management) Tool
- Setting Up Your Online Store – Contact forms, Chat, and More
Module 3: Support
- Using Systems to Reply to Customers
- Best Practices for Fast & Accurate Replies
- Key Support Metrics
- Manners, Empathy, Tone, Grammar, Language Translations, etc.
Module 4: Scale
- Daily Check-ins Process
- Saved Replies and Workflows
- Self-serve to Reduce Support Debt: FAQ page
- Team Communication; Slack and Beyond
- Seasonal Volume and Backlogs
- When to Grow: Hiring and Training
- Customer Feedback for Product and Process Innovation
BONUS Module: Artificial Intelligence in Customer Service
- ChatGPT uses cases and tips
- AI features in Shopify, Help Scout, and Amazon
Conclusion: Final Assessment and Graduation
Drop your email below to get notified once this course launches.
Looking forward to your future enrollment!