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Managing customer support
For a small business to be incredibly successful, it has to have a great customer
support solution. I’ve seen a lot of dropshippers use nothing more than a business
Gmail account an an Excel spreadsheet to manage customer support. This ‘solution’
is the equivalent of fixing up your car with duct tape. Sure,
it works for a while, but
it’s not going to last forever.
It’s ideal to use dedicated support software from day one. Help desk software can
scale alongside your business, and it’s easy to use. There are many options for you
to choose from. Here are a few of my favorites:
Zendesk
– One of the biggest
names in customer support, Zendesk is one of the
most popular choices. It also offers a wide range of pricing options, so you can start
off small if you need to.
Help Scout
– Help Scout is big on personalization. Support
tickets are designed
to look like regular emails, so your customers won’t feel like they’re receiving a
canned response.
Desk
– Desk is operated by the highly regarded Salesforce,
and like Salesforce,
it’s a powerful platform that centralizes everything and makes support easier to
manage.
Many dropshippers use one of these platforms, but there are
lots of options out there. Find something that works for you and
stick with it. The software you choose should also be able to
accommodate a growing team.
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Although more antiquated, phone support is also something to think about. This
is especially vital for dropshippers selling items with larger price tags. All the way
back in Chapter 4, I mentioned that people buying more
expensive items will often
want to speak to a team member on the phone. So if you’re planning on selling
pricier products, plan on getting phone support.
Grasshopper
is a good starting
point that works well for small businesses.
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