Ever felt like you're just a number when dealing with customer support for your ecommerce platform? Long wait times, unhelpful chatbots, and unanswered emails can leave you feeling frustrated and powerless. Unfortunately, many ecommerce solution companies prioritize new sales over ongoing support, leaving online sellers stuck navigating complex ecommerce issues on their own.
This lack of support can have serious consequences for your ecommerce business.
Customers facing problems during checkout are more likely to abandon their carts. Unresolved issues can damage trust in your brand, leading to lost sales and negative word-of-mouth. Without proper guidance, you might even be missing out on key features and functionalities that could boost your bottom line.
The good news is that some ecommerce solution companies understand the critical role of stellar support in your growth. By choosing a provider that prioritizes ecommerce success, you gain access to a team of experts dedicated to helping your online store thrive.
Miva Support: Expertise and Trust at Your Fingertips
When it comes to ecommerce success, having a reliable support system is just as crucial as having a powerful platform. At Miva, we understand the challenges you face because we've been in the trenches with ecommerce brands for decades. We repeatedly hear that ecommerce support for businesses is lacking, and it's a huge reason online businesses eventually replatform with another provider.
That's why we offer a comprehensive selection of support options designed to meet your needs every step of the way. Here's a breakdown of Miva's ecommerce support options:
- Technical Assistance Center (TAC): Miva's TAC is your one-stop shop for core software and account information. Our knowledgeable representatives can assist you with anything related to the Miva platform's built-in features and functionalities or answer questions specific to your account.
- Customer Success Team: Dedicated customer success managers are assigned to each Miva client. These specialists, with extensive experience in ecommerce and deep knowledge of the Miva platform, act as your personal advocates. They provide ongoing guidance and ensure you get the most out of your Miva experience. They can help you navigate the platform, answer your questions, and even assist with developing a success plan tailored to your unique goals.
- Developer Support: For merchants with in-house development teams, Miva offers dedicated developer support. This channel connects you directly with experienced Miva developers who can provide technical assistance and guidance for any development work you're undertaking on the platform.
- Professional Services: Miva's professional services department caters to merchants who require additional assistance beyond the core platform. This paid service offers a range of options, including custom development work, integration assistance, design services, and consulting. The cost of these services varies depending on the project's scope, but we offer competitive rates to ensure you get the most value for your investment.
By providing a tiered support structure with multiple options, Miva ensures that you have the right resources, whether you need help with everyday tasks, troubleshooting complex issues, or customizing pages to meet your specific needs. This comprehensive support system creates a sense of security, knowing you are always supported, no matter the challenge. But don't just take our word for it.
Customer Success Story: How Stellar Support Fuels Ecommerce Growth
Many ecommerce businesses that replatform with Miva have struggled with solutions that fall short as their needs evolve. A common pain point is the need for more responsive and knowledgeable support. Let's see how prioritizing stellar support empowered Rally House to achieve incredible results:
Rally House: Scoring Big with Exceptional Support
Rally House, a leading sports apparel and fan gear retailer, boasts a massive following and extensive inventory. They were looking for a solution that could keep pace with their growth and deliver a seamless shopping experience. However, their previous platform resulted in performance issues and limited their ability to optimize the customer journey.
Here's how partnering with Miva made a game-changing difference:
- Understanding the needs: Miva didn't just offer a platform; we offered a partnership. By analyzing Rally House's data and processes, we gained a comprehensive understanding of their unique challenges and provided practical, effective solutions.
- Offering expert support: Dedicated account managers and a skilled professional services team were readily available to address Rally House's concerns. Our support team is committed to resolving your issues as quickly as possible. When you contact us with a problem, we'll work with you to understand it, identify the best solution, and implement it in a timely manner.
- Customizing for success: Miva's flexible platform and Miva Connect integration service allowed for a seamless connection with Rally House's existing NetSuite system, ensuring smooth data flow and efficient inventory management.
The Results:
By prioritizing exceptional support, Miva empowered Rally House to achieve:
123%+
monthly revenue |
17%+
conversion rate |
59%+
transactions |
This case study is a testament to the transformative power of stellar customer support in ecommerce. With a dedicated partner like Miva, Rally House not only overcame limitations but also optimized their online store, leading to significant growth.
Invest in Your Success with Team Miva
A massive 91% of business buyers say the experience a company provides is as important as its product or services.
In today's competitive ecommerce landscape, exceptional customer support is no longer a luxury—it's a necessity. Miva goes the extra mile to ensure you have the necessary resources to thrive. From dedicated customer success managers to a team of skilled developers, our multi-tiered support structure provides both a safety net and a springboard for growth.
Here's some prime ecommerce advice from another successful Miva client, the OSU Beaver Store:
“My advice to anybody else looking to grow their ecommerce business is...to do your homework but do it in a timely and efficient manner. We waited too long, to be frank, and I'm glad that we found a partner in Miva who can make everything that we've asked for come to life...and we couldn't be happier with the results. We all have a vision of what our business should look like. Find that partner and allow them to help you grow your business."
- Erik Anderson, General Merchandise Manager
Remember, exceptional customer support doesn't just resolve issues; it builds trust, empowers your team, and ultimately translates to a more successful online store. With Miva, you're not just a passive recipient of help but an active participant in your business's success.
Ready to experience the difference stellar support can make? Learn more about Miva's ecommerce solutions and discover how our commitment to offering stellar support can fuel your business growth.
