Are you having trouble serving all the customers of your e-commerce business? Then e-commerce call centre services can be of great help.
The COVID-19 pandemic has changed almost every aspect of our lives, including our shopping habits. As a result, many customers are resorting to online shopping.
If you run an e-commerce business, you’ve probably already noticed an increase in the number of visitors to your website. But having too much new traffic also brings problems that you may not have seen before.
- If you receive so many comments and messages per day, how can you respond quickly?
- If the goal is to maintain an excellent level of customer service across all contact channels, how can you do this without any delays or delays?
- And how can you make every customer feel valued and cared for?
The answer to those questions might be to adopt e-commerce call centre services.
What are e-commerce call centre services?
They are all-in-one contact centres designed for all e-commerce companies that want to improve their customer service. The main job of these platforms is to allow customer support agents to focus on providing exceptional customer service.
Let’s say your customer support agents spend a lot of time searching multiple files for customers’ personal data or purchase histories. This can frustrate agents, especially if they have to search during calls and customers who have to wait on hold.
A virtual call centre can be the solution to this problem. There is no need to store customer data in multiple files, as an e-commerce contact centre collects and stores all customer data within its database, which can be accessed by any agent instantly.
But the most significant advantage is its flexibility. These e-commerce call centre services are entirely cloud-based, so employees do not need to be in the office to deal with customer queries or problems.
The three biggest customer service challenges in e-commerce
What customers really want from all companies right now, besides low prices, is high-quality customer support. In fact, a large percentage of customers say that the quality of customer service is an essential factor in their purchasing decisions. That excellent customer service encourages them to buy more often and/or spend more money.
Let’s examine the three most common customer service problems in e-commerce and how e-commerce helpdesks can help.
1. Understaffing in your e-commerce business
Customers are becoming increasingly demanding. In addition to responding quickly to their questions or problems, they also expect companies to tailor offers to meet their needs. But e-commerce companies, especially small or new ones, often struggle to handle the increase in orders.
In these cases, agents may not notice new customers’ questions or take a long time to respond to an issue. And because customers now often find similar products on other websites, delays of this type can cause the company to lose that customer.
Virtual contact centre tools can act as an additional “employee” and take over some of the day-to-day tasks of support agents.
But there is another handy function of these systems: when you need more agents to handle calls during peak hours, you can add more people from other departments to the platform to back up your team.
2. Decline in the performance of agents
The more tasks an agent must complete, the less time they have to adequately and efficiently serve their customers. And if they have to use multiple tools to perform those tasks, they have even less time and energy for customers, especially if one of those tools is faulty or slow.
If they could access all the necessary tools on a single platform, wouldn’t it be easier for their agents?
And with e-commerce call centre services, there is no need to manually update customer data in multiple tools or inform other team members of data updates. After adding new customer information or updating the database, the changes are immediately visible in all other tools on the platform. Thus, callers also do not have to explain their problem or request several times.
3. Lack of personalisation
In addition to getting a timely response to their questions, customers expect all e-commerce companies to provide personalised services tailored to their needs. This means showing product or service recommendations and offers to customers that match their past purchases, interests, and overall purchase history.
Suppose your agents have all the relevant information about their customers in their dashboards (such as previous purchases, products they have searched for but not bought, or problems they have encountered with support). In that case, they can tailor their approach to make the customer feel special.
Why use e-commerce call centre services? Conclusion
Competition in the e-commerce sector is becoming increasingly fierce, significantly as customer expectations rise. It is not enough to offer the lowest prices in the market to attract customers. It is imperative to offer exceptional customer support.
At Katrium we offer one of the best e-commerce call centre services on the market. Try it and you will see how your business’ customer service and sales increase in quality and quantity.
Implementing e-commerce call centre services in your business can lend a hand in providing top-notch customer care. And since better customer service goes hand in hand with better customer retention and satisfaction, offering the best possible support is definitely worth the effort.
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