Here is a list of modules you can implement to improve customer support in e-commerce:
1. Live Chat Module: Integrates a live chat module to enable real-time communication between customers and support agents, providing instant assistance and resolving queries quickly.
2. Helpdesk/Ticketing System: Implements a helpdesk or ticketing system that allows customers to submit support tickets and track the progress of their inquiries, ensuring efficient handling of customer issues.
3. Knowledge Base/FAQ Module: Creates a knowledge base or FAQ module that provides self-service resources for customers, enabling them to find answers to common questions without contacting support.
Knowledge Base/FAQ Module in Magento
4. Customer Account Portal: Develops a customer account portal where customers can access order history, track shipments, request returns, and manage their personal information independently.
5. Social Media Integration: Integrates social media platforms with your customer support system to monitor and respond to customer inquiries or complaints received through social channels.
6. Order Status Notifications: Sets up automated order status notifications that keep customers informed about their order progress, reducing the need for support inquiries related to order updates.
7. Return/Refund Management Module: Implements a return/refund management module that streamlines the process of handling returns and refunds, improving customer satisfaction and reducing support tickets.
8. Escalation and Routing Module: Incorporates an escalation and routing module that ensures complex or high-priority issues are assigned to the appropriate support agents or teams for prompt resolution.
Scalation and Routing Module in Wordpress
9. Chatbot Integration: Utilizes chatbot integration to handle basic customer inquiries, provide instant responses, and free up support agents' time for more complex issues.
10. Feedback and Review Management: Implements a feedback and review management module that allows customers to provide feedback on products or services, helping you gather valuable insights and address any concerns.
Remember to choose the modules that align with your specific customer support needs, the size of your customer base, and your budget."