21 Mar 2025 · 0 min
Emily from Supermoon outlines three ways to improve customer service: put commonly requested answers everywhere your customers look, use a shared inbox so your team stays coordinated, and let AI handle repetitive tasks like tagging inquiries or powering chatbots.
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Business can be a lonely game. But it doesn't have to be. Welcome to Boutique Chat where we explore community over competition and how to scale your company with the balance and the happiness that we all seek. We'll hear from product based businesses of all types, retailers, e commerce and wholesale brands, along with industry experts shaping the future of our industry. I'm your host Ashley Alderson from the Boutique Hub and and I can't wait to chat.
Hey everyone, my name is Emily and I'm here with Supermoon and I thought today that I would talk about how to deliver exceptional customer service. So at Supermoon we are a customer support platform and over the course of the last year I've been able to interview hundreds of support agents about their support processes. So what's going well or not going well for them and the biggest pain points they have. And from this I've come up with several points of things that I've learned about how to deliver a better customer service for your for your customers. And so the first point that I want to talk to you guys about today is don't make your customers ask for information they need, already have given it to them in multiple places, multiple places on the website and email marketing, social media. I don't know how many times I've gone to a website looking for an address or a phone number and for some reason it's not there. And then I go to their Facebook and it's not there either. And then at that point you really have to reach out to the business because you need information. You're either going to reach out to them or go to someone else for that service. And so what I would suggest to you guys is don't just put something on one page that's hidden in a paragraph somewhere. Put the important information in an FAQ on your website homepage, on the footer, in an email update, keep putting that important information, the maybe top asked about information in front of your customers so that they have what they need. The second thing I wanted to talk about is if you're at a point where you're receiving lots of inquiries, maybe dozens a day from multiple channels, there are different options out there that you can find of a shared inbox or you can pull all of those channels into one spot and it makes it a lot easier for you to respond, for you to collaborate with your team and then for your customers to get an answer quicker. So what I would suggest once you get to that point where it's starting to get a little bit hard to manage and it's taking a little bit too much of your time. I would definitely suggest finding a platform like that that you can collaborate in and then have everything just in one place. Lastly, I want to talk about how to utilize AI and customer service. So AI happens to be really, really good at writing, rephrasing and repetitive type tasks. And customer service happens to be very repetitive, right? Your customers are sending the same questions in probably the same 10 or 15 questions. You're also sending the same types of responses. It's probably at similar times of the day that you're receiving these inquiries or similar days of the week that you're receiving them. And so what I would suggest to you guys is find a way that you can implement AI in your customer support, even if it's not customer facing. So say you might not want to use a chatbot on your site, which is perfectly fine. There's ways that you can actually use AI behind the scenes to help you rephrase or write an email or even do things like automate tagging something or assigning emails to certain people so you don't have to go in and do all of those things manually. And then there are of course ways that you can set up an AI chat bot, something that is going to interact with your customers, all depending on really just your preference. But that's my three tips for you guys for today. Don't make your customers ask for information they need. Try to find a shared inbox that you can use to streamline your requests into one spot. And then also be open to leveraging AI in your customer support to save time. That's all I've got for you guys today. I hope you all have a great weekend and hopefully you're able to take away something from what I've been learning the past year.
That's it for five minute Friday, you guys. I hope you found some quick, actionable steps you can put into play in your business right away. As always, if you're not yet a member of the Boutique Hub, I would love to personally invite you to join us. It's where all of the daily conversations happen. The up to date what is working now in the industry conversations, the latest trainings, trend reports, discounts, resources, and of course access to thousands of wholesale brands that you also know and love. So please take a minute, follow the link in the show notes and we would love to invite you to join us inside of the Boutique Hub.
