I believe the self service portal is the most important feature.
99% of things a virtual assistant does (for a Shopify store)...
Can be done with APIs.
Companies are currently deflecting 30% of tickets.
I think we can do more.
Damaged items Wrong item given
Full/partial refund Returns (if store accepts returns)
- Edit orders
Change size, color, product, quantity
- Cancelling orders
- Tracking information
Accurate timeframes given BEFORE the customer has to ask
- Missing items
Duplicate order w/ new item
- Product/Stock availability
- Bulk order questions
Give them discount code
- Pricing questions
- Subscription questions
Time period, guarantee
- Subscription cancel/edit/manage [already done by subscription solutions, might need to bring into 1 portal]
- Product quality/guarantee questions
- Sizing questions
Re-iterate return policy
If there's anything I've missed, I'll add it.
Customer support agents shouldn't really exist.
They are trained.
IF you can train a customer support agent...
You can replace the 'training' with the response.
This can be replaced with chatbots essentially.
As can most other queries.
If a question has been asked multiple times, then it can be replaced with a single button/IF statements.
The problem with the people who create the chatbots is that they're still trying to keep the human.
Instead of handling all scenarios, they have 30% of tickets handled this way.
Just looked at competitors.
They create tickets for customer support agents to handle...
This is inefficient...
Why not just eliminate the ticket in the first place + solve the issue in 2 seconds automatically?
Then you don't need to 'answer tickets faster' - the ticket won't exist in the first place.
Gonna build this as soon as I'm done with rest of features.
The full solution will allow me to charge 3-5x what competitors are charging while still being MORE value for the business owners.
E.g. Virtual assistants cost $2000/mo
Can easily charge $400/mo no problem.
Figured out what I'm going to name the SAAS.
© Asim Akhtar.RSS
Getting SAAS to-do done one-by-one.