HoduSoft

  As per a recent study , the e-commerce space has a customer satisfaction rate of nearly 75 to 80 percent. The number isn’t bad, but it can still be improved. Even though customer satisfaction rates differ widely from industry to industry, a score between 80 and 85 percent is considered good.   The e-commerce space is constantly evolving and the need for customer support has evolved accordingly. Every e-commerce business is looking to solve customers’ problems most effectively and create excellent customer experiences. But only a few succeed in doing so. But with rapid digital evolution, providing the next level of customer support is easy.   Contact center software for e-commerce support Tools such as contact center software made it easy for e-commerce companies to streamline their customer support process and provide superior customer support and service across multiple channels. It also enables e-commerce companies to automate many manual customer support tasks, prov...

Simply put, customer support means the help or advice a company provides to its customers who experience certain problems while using its products or services. The term can also denote a team of people who help customers when the latter face problems with a business’s products or services.  While customer support is sometimes used interchangeably with customer service, both are as different as chalk and cheese. The former focuses on the nitty-gritty of fixing a specific issue in the short run. The latter focuses on building long-lasting relationships with customers and enhancing customer experience. Even though customer service is more comprehensive and extensive in its approach, customer support is more focused on resolving specific issues as and when they arise. Both are equally important for businesses. This post discusses tips to provide effective customer service. 1. Tell your customer support agents to listen carefully Empower your customer support agents to listen intently t...

There are a lot of multi-tenant contact center software providers in the market, and they all offer a broad array of features to help you manage your contact center operations. But when it comes to selecting the right multi-tenant contact center software, you should look for the following key features:   Auto-provisioning Auto-provisioning eliminates the need for manual configuration of each phone in the system and allows for the automatic configuration and deployment of phones on the network. It enables easy deployment and configuration of business phone systems as well as allows customers to make adjustments to services themselves. It also enables remote configuration and management of network devices.   Least Cost Routing One of the most important features of multi-tenant contact center software , Least Cost Routing (LCR) helps businesses route incoming calls through the most cost-effective route and saves a lot of money. To route the calls as efficiently as possi...

When it comes to switching traditional business phone systems to sophisticated ones, there are many technologies to choose from. There is Voice over Internet Protocol (VoIP), Unified Communication as a Service (UCaaS), Private Cloud as a Service (PCaaS), Platform as a Service (PaaS), and more. But for many businesses, the question is “whether to choose VoIP or UCaaS?” To get the right answer, let’s discuss both technologies in brief detail.  What is VoIP and what’re its benefits? VoIP is a technology that enables people to make telephone calls over the Internet. It converts voice data into digital packets and then compresses and transmits them over the Internet. By doing so, it bypasses traditional phone networks and can be used in any location that has an internet connection. It also offers several crucial features such as call recording, call forwarding, voicemail, voicemail transcription, and more. Some of its benefits are: Cost savings: VoIP phone calls cost much less compare...

  Call center productivity has a great role in the growth and development of a call center . The output will be better if your agents are highly productive. Better output ultimately contributes to higher revenues. However, the question is how to determine and measure the productivity of employees. Well, this is quite a challenging task for many call centers.  What is call center productivity? Productivity in general can be defined as the amount of input required to produce an outcome. In the case of call centers, the input can be the number of call center agents and the output can be the number of customer support tickets resolved in a particular period of time.    If you are also among those who are struggling to improve call center productivity, you must read this blog to know the top call center metrics you can use to measure and improve call center productivity.  3 Key Call Metrics to Measure and Enhance Productivity of Call Centers First Call ...

  Call routing is a process of directing incoming business calls to a desired endpoint. To understand the process better, let’s take a practical example. Imagine you want a new checkbook from your bank. After dialing the bank’s phone number, a computer-operated voice greets you and offers you a wide range of options: Know your account’s balance Find details related to your credit or debit card Request the last five transaction details Or others   You can say you want a checkbook by pressing a number and stating your request verbally. The computer-operated system understands you want a new checkbook and forwards the call to the team that handles checkbook requests so that you can tell how many checkbooks you want and from which branch you want to receive the package.   That’s the work of a sophisticated call routing system. It knows what exactly you want and forwards the call to the right agent who can fulfill your request. The system is a boon in the present age when...

  If you could define your customer service in a few words, what would it be?   Well, the answer to this question can be critical for the success of every customer-facing firm. If you’re in a business that involves customer service, you should find the right answers to this question.   If you haven’t found the right answers already, don’t worry. We have asked this question in various social media groups and we have selected some top answers here. This write-up will help you zero in on the words to define your customer care operations. Read on and thank us later.   Clarity   Clarity is the most important aspect when it comes to customer service. It not only entails simplifying complex information and communicating straightforwardly but also making sure the communication line is clear. That will enable customers to receive the intended messages without any jitters or distortion.   When it comes to ensuring the highest level of clarity in domestic and interna...