eCommerce has completely changed the sales landscape for both B2B and B2C. A well-functioning eCommece call center offers all the right tools to support sales operations and increase brand loyalty.
Having an eCommerce contact center provides customers with a team of agents to support them, as well as a variety of digital channels that facilitate communication with the company.
Why use a call center
The role of a call center dedicated to eCommerce is to increase sales, answer questions and solve problems before or after a sale. By setting it up, a company is placing itself in a position to improve the customer experience (CX), engage customers and strengthen brand loyalty.
E-commerce contact centers make it possible to turn a call center into a service that offers multiple channels of communication for customer convenience. In addition, analytics programs provide the opportunity to define metrics and obtain more information to take action for improving the customer experience.
Which are the benefits of call center software for eCommerce?
Software solutions allow you to set up an automated knowledge base where customers can get answers to common questions without talking to an agent.
2) Omni-channel communication
Customers often prefer to use the phone, and as more and more people use mobile devices, chat, email and text messaging are also popular ways to communicate with companies.
3) Extend customer service hours
With e-commerce, customers are not subject to standard business hours. Call centers allow you to add shifts in the early morning, afternoon or evening, even 24 hours a day, 7 days a week so that an agent is available any time users need help.
4) Using a cloud-based phone system
Cloud-based contact center software allows you to tag calls and create help tickets to optimize workflows.
5) Integrate billing history
Customers will be pleasantly surprised when they call to inquire about a billing issue and the agent responds effectively by having the complete history. Software integrations also give call agents access to order information and shipping dates.
6) Monitoring customer satisfaction
Automation can be used to send out customer satisfaction surveys to get immediate feedback on the service received. In this way, eCommerce can learn how customers view their brand and take necessary action if any issues arise.
7) Using call analytics to evaluate call flows
The cloud telephony system has a live call feature that provides real-time information on call volume and other relevant aspects so that available resources can be used appropriately.
8) Scale the team according to call flows.
Real-time monitoring and other call analytics from the cloud phone system help determine how to scale the call center for those moments when sales trends fluctuate.
9) Set up Interactive Voice Response (IVR)
An IVR system directs calls to the right person or department from the start.
When a company invests in eCommerce customer service, it is setting its customers up for good CX. This investment will be reflected in long-term customer loyalty and increased sales.