As more and more businesses go online or opt for a multi-channel retail approach, the need to bolster’s one’s online reputation with excellent customer care support service has become non-negotiable. When it comes to providing top-notch customer support, the underlying principles remain the same - regardless of whether you are operating a brick-and-mortar store or an e-commerce site. However, e-commerce customer service has its nuances that are quite different from that of in-store customer support. The differences may manifest themselves in support timings (unlike physical stores that have fixed operating hours, virtual stores are open round-the-clock), support tools, or the customer service approach itself. So, how can you ensure that the service you are providing online is translating into an experience that’s worth repeating for your customers? Read on to know more.
You can only design an optimal online support framework provided you have a fair understanding of what your customers are looking for in the context of support. Customer needs vary from one to the other, based on their personal preferences and what they are buying. For example, some online shoppers are not a fan of lengthy wait times and seek prompt customer care support service in the form of live chat for real-time responses. Others are more comfortable with conventional support modes such as phone and email. Knowing your customers’ wants up front will help you serve them better using appropriate support channels that do not come across as alien or cumbersome to your online shoppers.
Live chat customer support is especially handy when you wish to recreate the experience of shopping in a physical store under the expert guidance of a store assistant. When offering live chat support, the idea is to provide friendly, timely and round-the-clock service to your online visitors. Failing to do so may lead to unhappy customers - detrimental to your e-commerce business and brand image. Hence, make sure your chat support has dedicated personnel in place to keep the conversations going even at ungodly hours.
If you are considering a phone & email support system with a global client base in mind, you cannot but not factor in cultural nuances as they are instrumental in generating pleasant user experiences. Employing the services of native speakers can translate to smoother customer interactions as natives are well-versed with colloquialisms and local consumer traits which can make the conversations seem more credible to your international callers.
Likewise, when providing email support, ask yourself what kind of image do you want to portray to your online shoppers? If you are an up-and-coming brand, you may want to create the impression of a young, fun company. On the other hand, a formal and sophisticated tone would be apt for your business if it is a premium brand catering to an upscale market. Ensuring the right kind of tone that is consistent with your company’s image is crucial when assisting customers as it can amplify or diminish your brand’s credibility.
Still unsure of what could be the right support channel for your business? Why not entail the professional services of reputed customer service outsourcing companies such as LiveSalesman that offers an array of result-driven e-commerce customer service solutions? Initiate a chat to speak to one of its support agents in real time or submit your requirements online for an advisor to get in touch with you.
Responsiveness to customers’ needs, wants, and problems is a tangible demonstration of exemplary customer care support service. In today’s fast-paced and tech-driven world, customers look for timely and swift responses, more so when shopping online. They are too busy to be left waiting for a reply. Neither do they have the time nor inclination to go back and forth indefinitely, chasing your support team for an answer or resolution. Delaying responses, providing incomplete/inaccurate solutions, or not replying at all are traits of poor online customer support. Your customers may give your business a second chance to rectify mistakes; however, they may not be willing to go easy if you don’t value their time. Hence, coach your support team to show a sense of urgency when dealing with customer issues. Doing so can prevent you from losing your potential and existing customers to your competitors.
Establishing, tracking, and monitoring the right customer service metrics is essential for all modes of business - be it online or offline, or a blend of both. That’s because metrics are a good indicator of your customers’ satisfaction levels. They provide you with critical insights into your support desk’s performance. Customer satisfaction score (CSAT), average first response time, average resolution time, resolution rate, and first contact resolution (FCR) are a few of the commonly tracked metrics in customer service. When exploring reliable customer service outsourcing companies, choose one that offers robust business intelligence and reporting tools as part of its e-commerce support package. Leverage these tools to proactively identify areas of improvement/optimization and take data-backed decisions when making modifications or upgrades to your existing support processes and systems.
Gone are the days when exemplary customer service was equivalent to providing formal and speedy responses, often parroted in a matter-of-fact style and rendered via scripted replies. While a professional tone may still work with customers who like to keep things formal, the young and more informal millennial generation of today may not find it relatable. And regardless of who your target audience is, a scripted customer service style is a definite no-no. Personalized service is the need of the hour as customers no longer want to engage in conversations that come across as insincere, fake or robotic. Hence, exercise caution to avoid a stilted or cookie-cutter style in your e-commerce customer service, making sure your team’s email and chat response do not lack genuineness, warmth, or personalization.
Addressing customers by name, mirroring their tones and conversational styles, keeping customer interactions unscripted and human, and offering custom solutions tailored to one’s needs are techniques that you can exploit to build rapport and personalize a customer’s online shopping experience. They go a long way in instilling trust in first-time visitors, converting casual shoppers into lifetime buyers.
If your online business caters to a global audience, a multilingual contact center can be an apt choice to avoid communication gaps and make your French, German, or Spanish customer feel at ease when calling up support. Experienced customer service outsourcing companies like LiveSalesman specialize in cutting-edge call center solutions in a range of languages such as Arabic, Chinese, Korean, and Portuguese. Reach out to us today to find out how your business can benefit from their multilingual customer contact solutions.
It is often said that customer service is not a department; it’s an attitude. And it holds true even for online support. A customer-centric attitude or the lack of it determines how you or your team look at serving customers - whether as a privilege or as a chore. No matter what tools or knowledge base your e-commerce customer service team may have at their disposal, they cannot create customer delight without providing heartfelt service or adopting a customer-focused approach.
Unless you are a one-man army in a start-up, you probably have a full-fledged helpdesk team at your disposal. Make sure every contact with your helpdesk team is smooth and fruitful for your online shoppers by training your front-line staff well. Ensure your helpdesk team knows your business offerings inside out so that they can better assist your customers with expert advice and valuable product/service recommendations. Equip your staff with the right tools and documentation that will enable them to respond to customers faster and competently. Customers prefer dealing with support desk members who are knowledgeable and can help them make informed choices.
It is a known fact that every support team, whether online or offline, has to deal with many complex scenarios on a day-to-day basis. It is not uncommon for a customer to throw a curveball that may take an online support agent by surprise. Nothing can be more frustrating for a customer than an agent putting him or her on hold for every query or request that is not outlined in the standard operating procedures. Hence, take out time to empower your helpdesk staff and entrust them with a certain degree of autonomy with regards to decision-making. Encourage your team to look beyond the rule book and think out of the box to offer innovative but judiciously thought-through solutions to customers, without having to seek approval for every act of theirs.
Considering the inherent complexities of customer care support service and how demanding tech-savvy shoppers can be with online support, merely being helpful, responsive or consistent is not good enough. You also need to embrace technology to boost your team’s efficiency, accuracy, and productivity. Leading customer service outsourcing companies such as LiveSalesman come with years of experience in supporting e-commerce businesses with high-end yet affordable customer experience solutions. Take advantage of their creative contact center solutions that not only save you time and money but also contribute to positive customer experiences.
Publish Date: October 28, 2018
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
Aculab Cloud CPaaS
ACULAB Technologies is communication enabling company assisting our customers in all verticals with business and mission critical solutions to communicate securely and efficiently internally and for their customers and partners. We have a robust CPaaS (Communication Provider as a Service) supporting all methods of communications; sms, voice, data, etc. promoting fraud mitigation, improvement of identity and customer experience. We have a best of breed Voice & Face Recognition Biometrics Identity Solution and AMD- Answering Machine Detection. Key sectors are Contact Centre, IVR, Voice Broadcast, Conferencing, Healthcare, Finance, Insurance, Emergency Services and Defense/Government. www.aculab.com.
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.
|6.)||Alcor Consulting, Inc.|
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.
Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.
It has everything you need to deliver superior customer and employee experience.
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.
Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.
Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.
|11.)||Arise Virtual Solutions|
The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat...
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
|14.)||Brook Trout Solutions|
CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business.
We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones.
We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.
|15.)||Call Tracking Metrics|
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.
Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.
With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!
|17.)||Cloud Call Center Search|
From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
|18.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
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