Call Center Software Impact on E-commerce Sector


Ecommerce operators see wisdom in using the best and the latest call center software. It brings in benefits from various perspectives. 



The customer perspective 
Contact center software makes all the difference to the customer’s journey starting with an inquiry to clear doubts. His inquiry could go into an IVR and then be transferred to the agent for resolution by phone, email or even video chat made possible through WebRTC inclusion. The CRM connectivity brings up previous record of customers and speeds up interaction. If it is about returns then too the call center solution plays a key role in resolution. Should a customer wish to communicate through Facebook or Whatsapp the omnichannel contact center software facilitates these modes of communication. Customers today want immediate response and fast resolution. The mobility feature gets them responses when they need it. 



From the agent’s perspective 
Call center solutions with predictive dialer, skill based mapping and intelligent routing as well as omnichannel have a positive impact from the agent’s perspective. Agents are busy, even overloaded. Imagine their having to skip from Facebook to Whatsapp to Email to Chat to serve a customer. It takes time. The omnichannel feature makes it easy through a single dashboard. Similarly, intelligent routing ensures that a topic specific call goes only to a competent agent capable of handling that issue. Automatic dialers and campaign management features connect agents only when the call goes through to a live person at the other end. Video chat, for instance, helps agents have an enjoyable interaction with customers. Less effort, more output and making work a pleasure are some of the effects the right call center software can have. 



From the Ecommerce operator perspective
Ecommerce operators know well that retaining customers and getting them to buy costs less than having to acquire new customers. The right contact center package can deliver a delightful experience to customers, maintain their data and keep them engaged with a stream of offers and rewards. Intelligent analytics means ecommerce operators know about customer expectations and behaviors. They can develop strategies to delight customers and keep them delighted. The contact center software plays a pivotal role in retaining customers as well as other key areas such as: 
  • Fast resolutions: Whether it is closing a deal or handling a complaint, ecommerce operators must focus on throughputs and in this regard the right contact center software helps improve transaction speed. The rate of first call resolution goes up. 
  • Customer satisfaction index: With the right solution in place this metric takes a jump up on the scale. Customers express satisfaction on all points starting with the buy process, payments and shipping and, when it crops up, returns and refunds. Such satisfaction leads them to recommend the store to others. 
  • Dramatic increase in service levels: Agent performance improves. They handle more customers with high rate of positive results and deliver a superior service experience. This in turn gives them satisfaction, again leading to more commitment. 
  • Carry out IVR surveys and initiate SMS broadcast campaigns to keep customers “in the loop.”



The right software for call center operations from the right vendor such as Hodusoft puts ecommerce operators in full control of customer interactions. Deliver delight and customers repay with loyalty as well as repeat buys. 



Comments

Post a Comment

Popular posts from this blog

How to Choose a HIPAA-Compliant IP PBX That Prioritizes Patient Data Security in Healthcare?

Image
  If you are in the healthcare sector then you must be knowing how important it is to protect confidential and sensitive data of patients. Failing to do so not only violates patient trust but also goes against strict guidelines by the Health Insurance Portability and Accountability Act (HIPAA). And that can mean heavy penalties. As per stats , the United States Department of Health and Human Services (HHS) issued USD four million in fines. In total, 109 million patients were affected by the breaches. That’s why healthcare providers need to do whatever it takes to ensure data security and compliance with HIPAA. Leveraging sophisticated digital communication systems such as IP PBX software can help. This article delves into the importance of choosing an IP PBX system that prioritizes patient data security and explores key considerations for healthcare organizations in making this decision. Why Data Security Is A Must in the Healthcare Sector? From medical histories to billing deta...
Read more

The Future of Business Communications: Why ISPs Need IP PBX

Image
In today’s age, Internet Service Providers (ISPs) need to provide high-speed, uninterrupted internet connection, high-speed browsing experience, a wide array of bandwidth options, and more to stay on top of their game. Nothing less will do. In such a scenario, IP PBX software enables them to scale up their operations as per their needs. ISPs need to handpick and use the right IP PBX software with sufficient extensions. This article speaks about why ISPs need the right IP PBX software. So let’s dive right in and explore more. 1. For Greater Flexibility and Scalability IP PBX solutions provide unparalleled flexibility and scalability. By using the right IP PBX software, ISPs can easily: Add or remove extensions Integrate new features Don’t have to invest extensively in hardware  Some reputable and reliable IP PBX solutions offer the ability to add unlimited extensions. That enables ISPs to add as many users (tenants) they want without compromising on quality and network speed. 2. C...
Read more

Transforming Telecom Customer Service: Reducing Wait Times with Advanced Call Center Software

Image
  How long should you make your customers wait? What is the good average wait time in the telecom sector? As a professional in the rapidly-evolving sector, you must be having these questions in your mind. Many experts opine that a business’s average wait time should be two minutes or less. But a majority of customers are unwilling to wait even for a minute. A recent study revealed that 60 percent of respondents said that they would hang up if the wait time is more than a minute. And 90 percent of the respondents said that they won’t wait for five minutes. The findings are not at all surprising. For most people, nothing can be more distressing and frustrating than waiting for even a minute or two in this fast-paced world. Some say “Time is money.” But truth be told, time is far more precious than all the wealth in the world. If money is lost, it can be earned back. But if a second is lost then that’s lost for good. Today’s organizations must keep that in mind and make sure that ...
Read more