This episode offers a candid discussion with eCommerce veteran Bill D'Alessandro on the complexities of managing customer phone support. He shares his experiences with various software and services, highlighting both successes and failures. The conversation provides valuable insights into the pros and cons of different support approaches, including practical advice for new drop shippers on sourcing manufacturers and suppliers.
Key takeaways
Evaluate the true cost and benefit of offering phone support, considering customer satisfaction and operational efficiency.
Explore various phone support software and services, understanding their advantages and disadvantages for different business sizes and needs.
Learn from common customer service pitfalls to build a robust support system, even acknowledging past shortcomings.
For drop shippers, prioritize building strong relationships with manufacturers and suppliers from the outset.
Balance in-house vs. outsourced phone support strategies based on business growth and specific requirements.
The eCommerce guru, Bill D’Alessandro, is back on the show this week to discuss the best methods of handling customer support and phone calls. We have an open discussion about everything from what software and services we have tried, what we liked and disliked about each one and where we have completely fallen short on customer service. We also discuss several options for getting started with manufacturers and suppliers when starting a new drop shipping business. You can find show notes and more information by clicking here: http://bit.ly/1uwSriQ
