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How Our Support Team Keeps Your Business All Right Every Day

by Olga L. Our news
Sep 14, 2017 8 minute read
2111 0

Do you know why more than 12,000 people all over the globe use AliDropship solutions and entrust their drop shipping businesses to our specialists?

The reason is simple: our support team.

These incredible, patient guys are working over the clock to help each and every person who asks for our assistance. Basically, they use the knowledge and expertise of the whole AliDropship team to help you:

  • Understand what is drop shipping and how does this business model work;
  • Decide what is the most convenient way for you to start your drop shipping journey;
  • Solve any technical issue related to the use of AliDropship plugin;
  • Learn the ways to promote your drop shipping business.

And here is the feature that makes us different from the majority of other market players: we actually have live support.

When you contact us, you can be 100% sure you’re not talking to a chatbot: there is a real person on the other side, and this person does everything possible to understand your query and help you out.

By the way, did you know there are 6 ways to get a quick and professional answer to your question?

Depending on the main point of your issue, you can choose the most suitable way to reach us. Here’s a guide for you!

1. Do you have a general broad question related to starting or running drop shipping business?

First, check out our Knowledge Base and use the search bar to find the answer. Lots of questions are already answered here in detail by our staff members. Quite often, they even provide you with illustrated instructions so that you can learn how to complete this or that task.

Then, if you can’t find what you’re looking for, you can go visit our forum – here you can read and join the discussions on drop shipping with AliExpress and managing your drop shipping store. Also, here you can learn more about the setup and use of AliDropship Plugin, as well as AliDropship Plugin for WooCommerce. All the forum discussions are moderated by our support team members, so you can count on professional and clear recommendations.

Finally, you can take a look at the articles in our corporate blog. In these articles, our team members share their marketing experience and explain how to promote your drop shipping business. Apart from this, we run Questions and Answers sessions from time to time – these articles are dedicated to some specific aspects of running your drop shipping store.

If none of these sources has the answer to your questions, it’s time to get in touch directly with our support team members.

2. Do you have a quick and urgent question?

AliDropship website has a bright orange button in the bottom right corner of every page. This button reads ‘Chat With Us’. Click the button, and type your question in the field.

This live chat helps you get assistance in real-time mode. If you know that it’s really quick to solve your issue (for example, if you need to change the domain with the plugin), you can safely use this way to connect with us.

3. Do you have a complicated technical question that requires a detailed answer?

If you need to describe your issue in detail, or if you want us to check something on your website, the best way to ask the question is to use the ‘Сontact Us’ page. Here you can leave your email address so that we know how to send you the answer, and here you can write a long message telling what is going wrong.

4. Do you have a question that is really difficult to explain without illustrations?

To describe your issue, you sometimes need to attach screenshots to show what exactly is the problem. Most typically, it is necessary in case of technical questions and difficulties.

If you have any, don’t hesitate to send us an email on support@alidropship.com address. Using emails, you can illustrate the question so we can easily understand what’s happening and how we can help you.

5. Do you prefer to communicate through social networks?

Actually, you can leave us a message on Facebook if you like. All the messages are automatically transferred to our dedicated system of storing queries, so they won’t be lost.

Again, it’s a good way to write a long question that needs our careful examination.

Please note: it’s better to use Facebook messages, and NOT the comments section! While messages are viewed by support team members, the comments are read by social media specialists who deal with completely different tasks. Of course, they will transfer your question to the relevant department, but it won’t be immediate and quick.

6. Do you need a long chat with our specialist?

We understand how important it is to establish a personal communication between clients and staff members.

Most typically, it is required when you need some general guidance. If you don’t have a specific technical question (for example, if you’re just thinking of starting this business), you still might need our help. Skype is great if you’d like to hear more about our products, services, features, benefits, etc.

If you can’t decide which service to get from AliDropship and you need us to guide you through, our Skype (Alidropship.support) is a wonderful way to start the conversation.

Please note: Skype doesn’t store clients’ queries in a systematic way, so if you have a technical issue, it’s better to reach us through the ‘Contact Us’ page. That’s how we will be sure none of the questions are lost.

This is it!

You might be wondering why we didn’t mention phone calls.

Well, as you can guess, it will be really inconvenient for you to describe a technical issue during a phone call. It’s better to write your question down and illustrate it with screenshots if necessary. This is why phone is not included into the list of channels used by our support team members.

But, as we already mentioned it, if you prefer to have a voice communication, feel free to contact us via Skype!

What to write in your question?

The more detailed is your message, the quicker we will be able to understand the issue and find the answer.

When you write us about some specific problem, make sure that you have mentioned:

  • Your website address (otherwise, we won’t know what to check);
  • As many details of the problem as you can describe (what exactly happened, when have the problem started, when do things go wrong, what have you tried to do, etc.). It’s awesome if you can also show the screenshots;
  • Your website access details, such as login and password (otherwise, we won’t be able to enter the website and check its performance);
  • Your email address (otherwise, we won’t have an idea how to write you back).

Our support team members are ready to get in touch with you any time from Monday to Friday, from 3 a.m. till 12 p.m. (GMT). On average, it will take us about 12 hours to get back to you.

We’re always happy to help you, and it’s our goal to make your drop shipping journey enjoyable and hassle-free.

We’re very touched to know that our customers value our client service so much – here you can read AliDropship reviews they are leaving, and share your own experience if you feel like it!

 

By Olga L.
Olga Lavrinovich is a content creator at AliDropship, and she aims to explain the most complicated drop shipping concepts in the simplest terms possible.
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