Why E-commerce Sector needs Contact Center Solutions

As digitization and automation gain ground in every field, people prefer to shop online from various ecommerce stores over the traditional brick-and-mortar shops. E-Commerce enables customers to shop anytime and anywhere without any fuss of moving in the crowded marketplace and make price comparison among various brands.

But, the story doesn’t end with the purchase of certain products, you should know whether or not the customer is happy with the product quality and services. Customer satisfaction is the utmost priority for any business. If, for some reason, the customer fails to stay in touch with the company in today’s competitive age, it could be harmful for any organization.

Right from the lead generation to customer retention, you need solutions that revolve around your customers’ satisfaction. The call center solutions enable customers to get their inquiries answered via a phone call only. Whereas, the tailored contact center solutions offer facilities like chat services, email, instant messaging, and web interfaces. The Contact center software can support the contact centers to handle inbound, outbound and blended call center solutions with the additional benefits.

Here some of the interesting ways in which contact center solutions can benefit the e-commerce sector:

  1. Round-the-clock connectivity: An e-commerce sector requires 24*7 connectivity with the consumers, which can be difficult when handled manually. With the contact center software, it can be easily solved through useful features like auto answer, multiple call handling, missed call tracking, video conferencing, business notifications etc.

  2. Real-time solutions: With the contact center solutions, customers can communicate their problems with real-time video communications as well. At times, live video can be more helpful in convincing your customer about the functioning of a certain product.

  3. Multichannel communication: Contact center solution enables customers to communicate through using multiple contact channels such as voice, SMS, email, chat etc. It gives customers the flexibility to choose the method of contact at any given time, and enables your organization to provide the same prompt, informed customer experience across all channels.

  4. Helps boost sales: When a consumer comes across a new eCommerce store, the first instinct is to verify the credibility of the business to make up for the lack of direct touch and feel of the products to ensure quality. When callers are welcomed with a pre-recorded message and their queries are addressed instantly, they feel safe to deal with the organization and that ultimately boosts your sales.

Ecosmob offers you the premium contact center software for enhancing your business scalability. Our modular, scalable & reliable contact center solutions will help you maximize productivity and flexibility of your online business.

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