E commerce industry has revolutionized the world of Internet in a way nobody ever predicted. This industry is booming at a faster pace with the increasing number of mobile and tablet users and hence online buyers. Undeniably, e commerce is the talk of the town nowadays, but it is not exempted from a number of challenges. The customers have a variety of options to reach e-commerce websites. Mobile apps, live chat, social media, webpages, emails. The companies have a challenge to streamline and integrate all the channels so that the customer experience improves all the more. They need a technology that can keep a track on their metrics, keep a check on the customers needs and expectations and to constantly track their complaints. Therefore, contact center solution for ecommerce has come to play its crucial part.
Integrating it into the e-commerce platform is like garnishing the established foundation for exponential business growth. Various CRM tools and components make new in-roads into the business world and lay a strong customer support base.
1. Intelligent Call Routing
This contact center feature helps in routing the incoming customer call to the right agent at the right time. It is important to prioritize the customers for enhancing customer loyalty and to expand the business potentials.
For example, a regular online shopping customer is purchasing an expensive dress online. Before placing the order, she wants to be sure about the dress material and the size, She places a call at the customer care and the call will be routed to the agent who is an expert in this section. First, the customer is satisfied, the purchase is made and lastly, she has a good word of mouth to spread.
2. Omni Channel Presence
The customers always look for a service that is hassle-free and quick. Putting them in an ‘omni-channel’ world makes their communication with the agents integrated and quick, no matter how do they choose to interact. All the channels are integrated, thereby reducing customer efforts and minimizing the query resolving time.
The customers won’t have to repeat the entire thing again, improving the customer interaction and the overall purchase journey.
3. Proactive Customer Service
For promoting the products and the services actively for achieving the current organizational goals, proactive service comes to play its part. There is a need to consider selling techniques adequately for boosting the purchase of products – for example, blending outbound communications, across multiple channels, including predictive dialing, IVR, email, text and mobile web pages.
4. Social Media Engagement
During recent years, social media has gained deep roots in making customer decision, shaping their behavior and a platform for feed backs. Reviews on social media indicates how likely the product/services will get success in future.
It has the power to transform shoppers experience – from customers doing initial research to their buying process journey and even post-purchase feedbacks and reviews. Contact center software agents may use the tools to track and reply to any query being raised related to them on social media platforms.
5. Customer Analysis
In e-commerce industry, detailed customer analysis is necessary to know about customers preferences, their needs and what they are expecting. Analytical analysis helps in capturing and analyzing customer data, their interactions through every possible channel so that companies can offer tailored services to their clients.
6. Mobile Customer Engagement
Mobile solutions have revolutionized the communications and have altered the business landscape altogether. Most people use their mobile devices to get to know about the products and services of any brand. Therefore, it is important to maintain system that helps in resolving the customer issues and any information about the company is easily available to them on their mobile devices.