In our previous article, we highlighted the importance of process optimization in the customer service department as a crucial element of a well-functioning Back Office. Today, we explore what relationship management in ECAT eCommerce entails. In the dynamically evolving world of electronic commerce, ECAT eCommerce’s back office stands out for its exceptional customer service. Under the leadership of Joanna Ciupek, the customer service department has become not just the heart of the company but also the key to its success on the Allegro platform. Relationship management is another significant component of a well-functioning customer service department, as well as the order fulfillment and store operator support departments, which collaborate with ECAT eCommerce.
We proudly present our achievements, reflected in impressive customer satisfaction ratings ranging from 4.90 to 4.95. This article delves into the depth of our customer service strategy, revealing how our commitment and professionalism translate into tangible successes in the world of e-commerce.
Expert Customer Service and Its Impact on Success on Allegro.
At ECAT eCommerce, our priority is customer service. We are proud that our customer service department, under Joanna Ciupek’s leadership, has become the driving force of our success. “Through customer service and resolving all end-customer issues, achieving a rating of between 4.90 and 4.95 on Allegro is a source of pride for us,” says Grzegorz. We are pleased to have achieved such high ratings on Allegro. This doesn’t mean there are no challenges and problems that need to be resolved continuously. They certainly exist.
Our team strives to care for every aspect of service – from reliability and professionalism to speed and efficiency. In our company, every employee understands that “the time that sellers can spend on marketing activities is organized by us through the longest and most time-consuming service, which is the end-customer service”. This approach brings significant benefits both for us and our partners.
In any case, we have very high ratings in comparison to what everyone would do on their own, because here it’s also about communication skills with people, with customers, and so on. We have introduced a lot of activities, such as learning from Allegro and implementing it in our company, and we have learned a lot thanks to Allegro. And undoubtedly, that needs to be told and acknowledged. This year, indeed, it looks much, much better than it was last year. Of course, there are many things that need improvement, but we are constantly working on them and optimizing.
We want to draw attention to one more important thing about Allegro. It’s a waste of your energy and nerves. No matter how hard each of us tries and performs miracles, no one will ever have an account with 100% positive comments and problem-free sales.
However, there is another thing; we still have certain problems resulting from some business shortcomings, which then translate into contacts and relationships with the end customer. And here, too, we are significantly raising our competencies. We are working on really meeting many tasks that arise from the wrong actions of the company, mainly the wholesalers, that is, the last link.
Michał Knap on the Successes of the Customer Service Office at ECAT eCommerce.
When we talk about the successes of ECAT eCommerce, the customer service office takes a central place, whose development and efficiency are key to our company. Michał Knap, Director of Sales at ECAT, emphasizes the importance of synergy between the order department and the customer service department, forming the foundation of the company’s effectiveness. “At ECAT, the division of responsibilities between these departments aims to increase the professionalism of our crew,” says Knap.
The year 2023 was a breakthrough for these departments. Michał Knap enthusiastically describes how the order and customer service departments have made remarkable progress, especially in terms of order process automation, speed of action, as well as in relations with wholesalers and logistics. “What we have achieved in the past year directly translates into an increase in our efficiency and customer satisfaction,” he explains.
Especially impressive are the results achieved in customer service. The company maintains customer satisfaction ratings ranging from 4.90 to 4.95 on the Allegro platform, a notable achievement. “This rating is not just a number. It’s a testament to our hard work and commitment to every customer interaction,” emphasizes Knap. “We have something to be proud of, and we should be proud. It’s a reason for our pride,” adds Michał.
At ECAT, customer service is not just a business activity, but also a strategic approach that allows sellers to focus on marketing activities, while the customer service team handles the most time-consuming aspects of customer interactions. “We are proud that we can relieve our partners and allow them to focus on what they do best, while ensuring the highest quality of service to our customers,” explains Michał Knap.
In conclusion, Michał Knap highlights that the greatest achievements over the past year have been in these two areas: order management and customer service. “These areas are key for us in the context of full dropshipping, and we are pleased that we have been able to significantly improve them,” concludes Knap, looking optimistically towards the future of ECAT eCommerce.
Relationship management as a means to greater effectiveness in operations.
To reconcile all these things, maintaining excellent relationships between employees of different departments is extremely important. We strive to ensure that the atmosphere in the company is very good, so that our employees, who deal with difficult matters on a daily basis, do not need to stress over insignificant issues. Clarity of mind here is quite important, as it allows one to calmly focus on proper and effective customer service and quick order fulfillment.
Building a Balance Between Automation and Human Work.
Customer service will be greatly enhanced by the new tool, which is the Manager 3.0 software, eagerly awaited by everyone. Finding a balance between the rapid introduction of innovations and ensuring that they are adequately tested and ready for use seems key. Understanding that every change, especially technological, requires time for development and implementation is important. At the same time, communication with stakeholders – both internal and external – is important to manage their expectations and maintain trust.
It is important to remember that technology and systems are tools that support business processes, but they do not fully replace the human element. Our focus is on the continuous process of improvement and optimization of processes, especially in the area of logistics, labeling, courier services, and product ordering, cooperation with wholesalers, which is crucial. Specialists are needed for this.
Customer Service Office Reviews at ECAT eCommerce.
ECAT eCommerce, led by Grzegorz and the head of customer service Joanna Ciupek, has earned a reputation as a forward-thinking and innovative company. This is reflected in the positive reviews from customers and their engagement in the company’s development. Grzegorz, the president of ECAT, emphasizes the importance of support and continuous process improvement, which translates to customer satisfaction and company efficiency. His approach to business, characterized by openness to learning and adaptation, highlights the pursuit of continuous development and service improvement.
Positive Aspects of Customer Service
Based on statements from customers and operators on chats, forums, and surveys among ECAT eCommerce customers, it was shown that as many as 95% of them are satisfied with the customer service. The following aspects, in particular, stand out:
Reliability: Employees are well-informed and competent, offering customers accurate information about the company's products and services.Professionalism: Customers are impressed by the courtesy and culture of the employees, which raises the overall standard of service.Assistance: ECAT employees actively engage in solving customers' problems, aiming for quick and effective resolution.Speed and efficiency: Responses to customers' questions and the resolution of their problems are swift and effective.
Examples of Positive Customer Reviews
Customers willingly share their experiences, highlighting the exceptional quality of service at ECAT eCommerce. Examples of such reviews include:
Very nice and helpful service. They solved my problem immediately.The employees are very competent and knowledgeable. They found a solution to my problem right away.Very fast and efficient service. I received an answer to my question within a few minutes.
Areas for Improvement
Despite generally positive reviews, ECAT eCommerce is aware that there is always room for improvement. Grzegorz, emphasizing that shortcomings can arise in any company, encourages continuous development and focus on areas where the company can have an impact. Just as in sports, where every fan has their opinion about the game, so in business, every customer may have different expectations. At ECAT, this is understood and accepted as part of the continuous improvement process.
It appears that ECAT eCommerce enjoys an excellent reputation among customers who value the professionalism, reliability, and speed of the customer service office. The company, led by Grzegorz, focuses on proper relationship management among employees and customers. The company also demonstrates the ability to adapt and continuously develop, which translates into high-quality services and customer satisfaction. Despite minor challenges, ECAT eCommerce remains an example of a company that successfully combines innovation with a human approach to business, while maintaining proper relationship management.
Summary. Relationship Management and Raising Customer Service Standards at ECAT. #3
In conclusion, ECAT eCommerce continually proves that high-quality customer service is the foundation of success in the e-commerce environment. Thanks to the concentrated efforts of our team, which continually raises the bar in terms of reliability, professionalism, and effectiveness, we have managed to achieve and maintain high ratings on the Allegro platform. These results are not accidental – they are a direct reflection of our strategic approach, which includes not only continuous process improvement but also a deep understanding and response to our customers’ needs.
At ECAT eCommerce, we look to the future with pride, ready for new challenges and further successes, knowing that our customer service team is our greatest asset. We will strive to continually raise standards and build better relationships not only between employees but also with customers, wholesalers, and operators. We operate on a WIN-WIN principle, wanting everyone to succeed with us.
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