{"id":22539,"date":"2022-05-01T11:24:20","date_gmt":"2022-05-01T05:54:20","guid":{"rendered":"https:\/\/www.instamojo.com\/blog\/?p=22539"},"modified":"2022-05-16T17:55:18","modified_gmt":"2022-05-16T12:25:18","slug":"instamojo-customer-support","status":"publish","type":"post","link":"https:\/\/www.instamojo.com\/blog\/instamojo-customer-support\/","title":{"rendered":"Instamojo customer support and its super power: Personalisation"},"content":{"rendered":"

When a customer completes their onboarding on Instamojo, they officially become online store owners. They are now in charge of their own business journey. But does that mean they are left to fend for themselves?\u00a0<\/span><\/p>\n

Absolutely not.\u00a0<\/span><\/p>\n

Some might face unique issues, and some might take some time to get used to the features. We pride ourselves on ensuring each customer is comfortable using our platform.<\/span><\/p>\n

I am Syed Bareed, a member of the\u00a0 Instamojo customer support team and here’s why I think the Instamojo support team is responsible for turning a sales number into an experience.\u00a0<\/span><\/p>\n

Role of the Instamojo support team for DIY plans\u00a0<\/strong><\/h2>\n

The <\/span>DIY plans at Instamojo<\/span><\/a> refer to the Growth Plan subscriptions. It is an annual store subscription, wherein the merchants get access to all the features and functionalities of our online store, with a complimentary domain worth \u20b91000.<\/span><\/p>\n

\"Instamojo<\/p>\n

But where do we come into it?\u00a0<\/strong><\/p><\/blockquote>\n

Why are we needed for the ultimate personalisation experience?\u00a0<\/strong><\/h3>\n

We cater to a diversified user base with a majority of them as MSME merchants. Typically, they have had less exposure to digital platforms and tools.<\/span><\/p>\n

Most of the merchants we interact with are new to the online store platform and need more guidance on how to start their journey.<\/span><\/p>\n

After a merchant has completed the purchase of their Instamojo online store, a product consultant is assigned the task of calling the merchant and giving an end-to-end walkthrough of the online store, in other words, we call this activity a <\/span>Deployment Call<\/b>.<\/span><\/p>\n

\u00a0The call is mostly done over an e-meet (Zoom\/G-meet\/Anydesk), whatever the merchant is comfortable with it and each call lasts around <\/span>1 Hour<\/b>.<\/span><\/p>\n

In this 1 hour, the product consultant will give a complete tour of the online store and address the merchant queries if any.<\/span><\/p>\n

We help them kick start their online store<\/a> by giving them a walkthrough of the Instamojo Seller dashboard.\u00a0<\/span><\/p>\n

\"Instamojo
Example of an Instamojo seller dashboard<\/figcaption><\/figure>\n

The support we provide helps them navigate through the dashboard and understand the different controls that can set up their online stores with ease.<\/span><\/p>\n

This matters to us both professionally and personally. Our merchants have paid for the services\/product and are enthusiastic and curious to start their online business venture but are often unaware of where and how to start. <\/span><\/p>\n

We understand their emotional need and state as entrepreneurs which is we try our hardest to ensure we help them seamlessly overcome any frictions during the onboarding process.\u00a0\u00a0<\/span><\/p>\n

The guidance we provide instills confidence in the merchants to set up the store by themselves and also gives them hope that they are not alone in their business journey.<\/p><\/blockquote>\n

The overall activity is designed to provide a delightful experience to the merchant that encourages the business owner.\u00a0<\/span><\/p>\n

We are the pillars behind converting a sale from a number into an experience. Our motto is \u201c<\/span>Customer First<\/b>\u201d and we work closely with our diversified merchant base post-sale to address their needs.\u00a0<\/span><\/p>\n

Challenges that we overcome<\/strong><\/h2>\n

Every Instamojo consultant is skilled enough to handle issues and concerns while displaying empathy and ownership during each touchpoint with our users. We shadow the users during their onboarding process and consistently coach them so that it’s easier for them to adapt to the functioning of an online store.\u00a0<\/span><\/p>\n

This is an intense process, and we often do face issues that we attempt to resolve at the earliest. Some of the challenges that we have to overcome on a daily basis are:\u00a0<\/strong><\/p>\n