Onsite Support Testimonials
Hungry Chef
How Hungry Chef Reduced Return Rates by 57% with Onsite Support
By improving their support capabilities to reduce returns, Hungry Chef saved over $109,000. Here's how they teamed up with Onsite to educate customers and provide timely assistance.
The Problem
Identifying the Root Cause
WHAT’S
HAPPENING?
customer dissatisfaction and
unnecessary returns
WHAT’S THE
REASON?
one small missing piece in some units preventing ignition
WHAT CAN WE
DO?
provide replacement parts and
guidance
The Solution
Onsite Support stepped in with a branded help center.
Most FBA sellers and vendors don't have the means to communicate with their customers. They only find out something’s wrong once a return or bad review is already in motion. Onsite Support’s goal is to bridge this gap.
Onsite provides guaranteed enrollment in Amazon Product Lifecycle Support. Thanks to that, Hungry Chef can now step in before returns are even on the table.
Hungry Chef’s Amazon customers see a “Get Product Support” button when they attempt to make a return or provide feedback. Clicking it leads them to an Onsite help center. There, Hungry Chef can address product installation issues or offer part replacements quickly. This makes it easier to keep customers satisfied and returns at a minimum.
Key features implemented with Onsite included:
Custom
Support Page
A dedicated support page with clear instructions and troubleshooting guides
Replacement
Claim
An option to submit a replacement claim right at the top of the support page, making it easy for customers to get the help they need quickly
Installation
Videos
Easy-to-follow installation videos are prominently displayed on the front page
Live Chat
Widget
A live chat widget on the bottom right allows customers to connect
directly with support agents in real time
The Results
The Numbers
What We Do Best: Building Strong Customer Relationships for Long-Term Success
Maintaining loyal customers drives consistent revenue and reduces the need for expensive customer acquisition efforts. The best part? It’s so easy to do. According to a global survey by Statista, 57% of customers become loyal to a business because of the customer service they experience. So, all you have to do to build strong relationships with your customers is make them feel valued and seen.
What exactly can Onsite Support do for your business?
Reduce Return
Count
Educate customers with installation videos, offer replacement parts, and provide troubleshooting tips.
Reduce the number of returns by addressing common issues before they escalate. These proactive measures can help keep your listings under Amazon’s return benchmark and save you from extra fees.
Boost Brand
Reputation
Maintain your listing health and turn potential negative reviews into positive ones by offering top-notch support.
Provide a superior product experience, and turn your biggest critics into brand ambassadors.
Improve
Profits
Reduce your total return chargebacks, improve your net PPM, and gear up for annual vendor negotiations.
Quality support directly impacts your bottom line by minimizing losses and enhancing profitability.
Increase
Sales
Research done by McKinsey & Company showed that products improving from a 4.2 to a 4.4 rating gain over 35% more sales.
Additionally, 95% of products sold in the categories they analyzed had a 3.5-star rating and above.
Create Repeat
Customers
78% of customers who receive quality support will continue to purchase from a business even if it made a mistake in a past transaction.
Customer acquisition costs now range from $21 to $377 per customer. Retaining customers with quality support is the most cost-effective way to do business.
Acquire
Customers
The benefits of quality support don’t stop with customer retention. Repeat customers can increase brand awareness via word of mouth. This is a big deal, since 40% of consumers who find a new product through a word-of-mouth recommendation end up buying that product.
Next Steps
Step 1
Book a demo.
Step 2
Get audited and receive the results within 24 hours.
Step 3
Create a custom support destination.
Step 4
See tickets come in within 10 days!
See Onsite Support in Action
Take care of your customers,
and they'll take care of your business.
Invest in exceptional support to boost profits and ensure long-term success.
What are you waiting for? Get a Live Demo Today
See how we can help your brand win and delight customers.
