Omnichannel Contact Center Software That Changes View of Ecommerce Markets


Legacy call center systems are simply inadequate given the way customers search for and buy products on ecommerce retail. They are likely to use social media, search engines, live chat, mobile apps, forums, review sites, price aggregators and emails to find a product and then go on to buy it. Keeping tabs on all these channels is a challenge for ecommerce operators that omnichannel contact center software handles with ease and, in the process gives them insights.



Omnichannel – single view point and proactive service
Customers may choose any channel to begin their buying journey. Existing ones, likewise may voice a grievance in a tweet or a Facebook post. The same individuals may have left a call back message via email or the IVR. Omnichannel contact center software ties all channels together in a unified dashboard that gives agents a single point view and helps them deliver proactive service in capturing a lead or addressing a grievance. Promptness counts. You can grab a lead before it goes elsewhere. You can satisfy an unhappy customer before he switches loyalties. Customer issues no longer remain unnoticed and agents are not a harried lot any more with omnichannel contact center software in place. It does more than giving you a single point view of all channels, including social.



Automation
The omnichannel contact center solution with a CRM at the core and automation facilitates improvements. The IVR, intelligent routing features, power dialer, predictive dialer and automatic call distribution with skill based mapping all interconnected together change the way eCommerce conducts operations. Everything blends together and syncs nicely. For instance, a call comes into the IVR and goes to the CRM and is routed to an agent for immediate response to an inquiry or complaint. Sales people can peek into the CRM and generate lists that sales people use to pursue leads with the help of the automated predictive dialer. Work becomes pleasure for agents.



Better engagement
Social channel integration of course helps in driving conversations and a proactive approach but engagement through video chat makes it far better. Imagine a prospective buyer initiating a post on social media to be followed up by an agent who then transfers the conversation to a video chat. It is almost like an in-store experience for the buyer, possibly leading to an on-the-spot buy. Mobile engagement adds to speed and quality since agents can engage at any time and from anywhere with a lead or with an existing customer. Here again, immediacy makes a vast difference to ecommerce operations in addition to all the data that goes into the CRM for analytics. If omnichannel features of the call center software give ecommerce operators a direct overview of customer behaviors and possibilities of services, the analytics feature helps them derive intelligence faster and build strategies in addition to keeping track of how agents perform.

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