Automated Customer Service ?

[Crazycam727]

Had the idea a couple of days ago that you can use an email marketing program such as Klaviyo to send out automated updates on orders. I set mine up yesterday and for example 2 days after an order is placed, an email gets sent out to the customer saying “Hi there, I am James - your customer service et etc etc “

This is done 4 more times, with varying day delays in between each email, stringing the customer along and keeping them engaged. Providing information like how’s the postal system have been “delayed” and how our courier has still been delivering to the third party local postal facility on time.

It is quite immoral as it’s essentially just all lies, to prevent the customer from charging back due to the long shipping time, but wondering if anyone had tried anything like this before?

And yes, I’ve remedied the email marketing opt in issue. Almost all customers subscribe.

For reference , the klaviyo plan I’m using is $30 a month, compared to whatever the cost of customer service rep would be.

 

[2pran]

Did you contact their support to assist you on this?

 

[yherrliche]

I think rather than being dishonest to avoid chargebacks, first try to sell something that wouldn't require people to chargeback. Second be honest with them, and show its an automated update of their order. We are not stupid, we know when its a robot and when its "James". I get messages from James everyday, and I'm more annoyed they think I'm an idiot than i would be knowing its a robot.
Just put that its an automated update of their order, it still shows you're on top of things, and mention they can respond to this email if they have any questions and you'll answer within 24h.

 

[LoungeMedia]

I think rather than being dishonest to avoid chargebacks, first try to sell something that wouldn't require people to chargeback. Second be honest with them, and show its an automated update of their order. We are not stupid, we know when its a robot and when its "James". I get messages from James everyday, and I'm more annoyed they think I'm an idiot than i would be knowing its a robot.
Just put that its an automated update of their order, it still shows you're on top of things, and mention they can respond to this email if they have any questions and you'll answer within 24h.

agreed when someones uses auto reply and thinks that the person recieving it is stupid is the worst thing. and also staying honest with the clients is always a good thing in my mind atleast.

 

[Crazycam727]

I think rather than being dishonest to avoid chargebacks, first try to sell something that wouldn't require people to chargeback. Second be honest with them, and show its an automated update of their order. We are not stupid, we know when its a robot and when its "James". I get messages from James everyday, and I'm more annoyed they think I'm an idiot than i would be knowing its a robot.
Just put that its an automated update of their order, it still shows you're on top of things, and mention they can respond to this email if they have any questions and you'll answer within 24h.

Am currently looking into that, the issue isn’t the product at all, it’s the long shipping time from china. Am looking into renting a US warehouse in the future for bulk purchases and faster shipping , but cannot afford that as of right now.

In that case, anyone have experience with hiring customer service reps on up work ?

 

[Crazycam727]

Did you contact their support to assist you on this?

 

[Crazycam727]

agreed when someones uses auto reply and thinks that the person recieving it is stupid is the worst thing. and also staying honest with the clients is always a good thing in my mind atleast.

Great, I’ll scrap that idea then! In terms of decent customer service , is upwork or fiverr the way to go?

 

[LoungeMedia]

Great, I’ll scrap that idea then! In terms of decent customer service , is upwork or fiverr the way to go?

if you don't have the time to do that yourself then you can do that for sure.