Getting a negative BBB review or dealing with chargebacks can become a huge problem.
Getting a negative BBB review or dealing with chargebacks can become a huge problem. But in most cases, you hear about them after the review is posted or a chargeback is started, so it’s pretty tough to get it reversed and resolved since the customer has already moved it forward.
It’s possible to get an alert right away when someone is considering leaving a negative BBB review or doing a chargeback. By getting alerted and proactively handling it quickly, you can make a lot of these problems go away before they start.
We run 24/7 live chat teams for 100+ e-commerce stores:
Even if you don’t have a live chat team constantly online, you can get an alert through your help desk anytime someone emails you mentioning a negative review or a chargeback.
Here’s the basics of how it works:
Some help desks will have some aspect of this functionality built in. For example, most standard help desks enable you to build filtered views of tickets that mention certain keywords. But it’s best to have an instant alert.
Once you have these alerts going, you can quickly jump in and respond to customers to ease their concerns and avoid a problem. By responding within 3 to 5 minutes, you will not only impress them with your response time but you will stop the problem from festering in their mind which is hard to bring down later.
Hope this sparks some ideas for you. It's something we get in place for a lot of our clients (in addition to handling this stuff as a live chat team).
HelpFlow can drive sales by having our team of human agents available on live chat 24/7 to predict and save abandons before they happen, proactively reach out and engage with visitors via SMS and email after they abandon, and by answering visitor questions live on your website to convert visitors.
Learn MoreHelpFlow can drive sales by having our team of human agents available on live chat 24/7 to predict and save abandons before they happen, proactively reach out and engage with visitors via SMS and email after they abandon, and by answering visitor questions live on your website to convert visitors.
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