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eCommerce Customer Service Self Audit Checklist

We understand what your customers
expect, and how to provide it.

It's time for a health check!

We've compiled an in-depth list of the critical areas you should consider when it comes to building a best-in-class eCommerce Customer Service experience. Use the interactive checklist below to evaluate the effectiveness of your eCommerce Customer Service.

Based on your current processes and systems, complete the questions and check boxes below. Once complete, submit your information and we'll email your performance grade directly to you.

Looking for some help with an even more comprehensive review of your entire eCommerce operation?


Check out our Digital Business Assessment.

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How to Use This Checklist

The tool below will help you complete a self audit of your eCommerce Customer Service. Fill out each section as best you can. To see how you did, enter your name and email address once you finish the checklist. We'll calculate your score automatically and send you the results!

Systems & Channels
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We have a CRM suite that is integrated with our customer service solution
or
Our brand has a shared, single view of the customer
or
We have an omnichannel customer service platform to serve our customers where in the channels they use to communicate with us
or
Our customer service plan and platform has been configured to accommodate growth in inquiries and sales
or
We have identified the trigger points for when we need to expand our customer service
or
We use AI tools to help us learn and predict trends, responses, questions, needs, etc.

Our customer service platform currently includes:

Agents & Processes
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We provide the tools, training, and immediately accessible resources for our customer service agents to promptly solve customer needs with the right information, in the right context on the first touch
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We have a plan and process to train our customer service agents to learn the skills to support all the channels we deploy
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We review our customer service processes on a regular basis and make adjustments based on the data
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We empower our customer service agents to provide a more consistent and rewarding experience across every channel
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We empower our customer service agents the decision-making to provide personalized solutions for customers within a broad framework
or
Our customer service policy complies with all applicable regulations and laws for our industry, e.g., recall notifications
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We have a “tiered” approach to providing customer service based on types of requests and their difficulty
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We provide a consistent experience across every channel we provide customer service

Our customer support platform provides for:

Customer & Experience
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We conduct ongoing research into our customers on what how they use our customer service tools and what they want to use
or
We know what a “timely response” means to our customers and we deliver it
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We understand our customer’s experiences and interactions with our brand
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We offer personalized support and service
or
We monitor social media for customer service issues
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We have identified the key metrics that we want to measure our customer service and the tools for which to gather that information and report
or
We have a follow-up shipping and fulfillment communication plan in place that is automated

Calculate my audit and send me the results

We solve ecommerce challenges over a wide array of storefronts and technologies

Our agnostic approach prioritizes your existing environment. We're experts at capturing the intended value of existing technology, recommending enhancements, and providing the cutting edge tactics your team needs to take your online business to new heights. Here's a sampling of the technologies we know best:
shopify-logo
Hubspot
bigcommerce
download
unific
bluesnap
bold-com-logo
locally
justuno-logo
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