Customer experience is one of the most crucial parts of e-commerce businesses. With eCommerce businesses understanding the benefits of keeping customers happy, the need for eCommerce call center outsourcing has increased drastically. As more and more eCommerce companies are counting on call centers to outsource their customer service management, you should understand its reason and how they are helping the eCommerce sector by offering a seamless customer experience.
Outstanding customer service-focused business
If you name eCommerce giants like Amazon or eBay, you must have been amazed by their high customer ratings and reviews online. A faster communication method is essential to maintain consistency and offer value to customers across channels from a business owner’s perspective.
An E Commerce call center can help deliver exceptional customer support by not missing out on a single interaction, attending to every customer who visits the website and solving their problems as quickly as possible. One escalation can result in significant losses. Consistency in customer support is the key that one can expect from the eCommerce customer service call center. They can deliver customer support that adds value to your customer’s journey.
No staff shortage
You don’t want to deal with all the hassles associated with having an in-house customer service team. Managing an in-house customer support desk is as hard as getting new customers. It would help if you had skilled customer support agents and the entire setup, such as VoIP machines, internet, software solutions, live chat process support, additional accounts management team, and many others. Moreover, a minimal workforce may not handle the peak season rush, and if you employ more agents, low seasons can bring losses. Thus, outsourcing to an eCommerce customer service provider is the best way to avoid staff shortages or incur losses.
24/7 answering service
You can’t tell your customers to contact your business as per your feasibility. They can contact you whenever they want and should get a prompt reply. By relying on professional live chat process from eCommerce BPO provider, you ensure that agents are always available to greet and solve customer queries, be it at midnight or early morning. Even after the usual business hours, your customers will be greeted with courteous agents every time, always ready to serve and answer questions related to any product, features, return and shipping, or payment-related inquiries. Ecommerce customer service call center also offers online chat with an option for voice support for those who want to talk with agents over the phone.
How To Wow Retail Shoppers With AI-based Customer Service?
There could be so many factors that affect the in-store experience like store location, transport convenience, prices, product quality, and the environment when it comes to retail business. But, a significant factor that most retailers neglect is customer service. Those retailers who succeed are using AI-based chatbots to increase customer satisfaction levels. Advancements in technology such as artificial intelligence can help retail businesses attract new customers and retain existing customers.
With customization and customer engagement playing a crucial role in this industry, retailers are beginning to use chatbots, and it’s time for others to start doing the same.
How are AI Chatbots Helping Retail Sector?
Artificial Intelligence-based chatbots are a superior tool to boost customer satisfaction levels and automatically improve its revenues. They are easy to implement, integrate, and access. Hence, it is turning out to be a game-changer for E Commerce call center. It will never make you feel the scarcity of resources, perform repetitive tasks without errors, and never absent or fall sick. Despite all the resourcefulness, the use of AI-based chatbots in retail is still limited.
Amaze shoppers with consistency
Providing consistent customer service is one of the fundamental principles in the retail industry, as it helps create brand value. Unlike humans who tend to feel exhausted under stress, chatbots can respond to customers’ queries consistently, 24/7, all 365 days a year. They can be helpful, especially during peak seasons. It is the reason why most inbound call center services are AI-based today. So, by outsourcing to such call centers, you can wow your customers with instant and accurate response. AI chatbots can offer an excellent experience for each customer. Human chat agent intervention may be required for the complex questions that can be answered by the chatbot or can’t be machine fed.
Answer customer’s query instantly
AI-based chatbots can save a vast amount of customer’s and agent’s time which would otherwise be wasted in website navigation and finding the answer from the website in case of customers. It saves agents’ time as they can skip the initial level conversations that an automated chat tool can handle, such as greeting the customers, seeking their details and their query. Customers will be happier as they can get quick support every time they need it.
How to Find Right Call Center Partner for eCommerce Customer Service?
E-commerce websites have begun to overtake brick-and-mortar stores in the perspective of sales and attracting customers. When your eCommerce business witnesses an upsurge in the number of customers, you are required to improve your level of eCommerce customer service to attend to every visitor and solve their query. The customer also wants an instant response and no call waiting since there are uncountable choices left in front of them today. So, to compete, you must make customer service your number one priority. To cope up with this demand, you can turn to customer service outsourcing and gain a competitive edge. But, finding the right eCommerce call center partner is essential.
An exemplary call center can transform your e-portal sites with outstanding customer service; help you get a high customer service rating and good reviews online; you don’t have to deal with the shortage of employees during peak seasons. Customer complaints and queries are also handled on time and effectively. Ecommerce BPOs also provide outbound call center services like telemarketing and sales support.
What Factors to Consider While Choosing the Right eCommerce Call Center?
- Experience: A professional contact center operating for several years and has gained success is expected to have worked with clients from different industries and locations. The company has considerable expertise to understand your business nature, the products you sell and provide all sorts of assistance as your outsourcing partner.
- Call Center Technology: Select a call center that uses the latest technology at the right time and place. Software and apps that include in-demand features like IVR, dialer, Automatic Call Distributor, reporting engines, voice logger, and other tools help high-quality customer interactions and ensure maximum productivity and deliver optimal results.
How can eCommerce customer service agents help?
- You get a flexible workforce and team with excellent product knowledge
- Get a web-based Customer Relationship Management platform for online retail services
- Chances of cross-selling will increase; return and refund rates will decrease
- Improve customer confidence and empathy
- Decrease eCommerce customer service operation cost by shared call center services
Services offered by call center
- Inbound calls and web chat customer service
- Multilingual call and chat support
- Developing a multichannel strategy
- Proactive customer service approach
- Personalized email campaigns and response
- Outbound call center services
- Forecasting inventory need
- Calculating reordering point
- Optimizing online order fulfillment
- Handling order management process
- Offering 24-hour phone support
- Leveraging good CRM software
- Managing billing and payment
Nowadays, shoppers prefer shopping online, and sellers want to sell online. Sorting out customer service requirements by partnering with an experienced eCommerce call center can help your business flourish. Your customers will be able to reach you over multiple channels and in multiple languages.
Alicia Johnson is an outreach consultant for multiple technologies industries. With expertise in corporate communications and practical knowledge about different technologies, she has spent the past 7 years working in the technologies industry and she loves to share her experience with readers.