How does the Call Center support E-Commerce?

Ways to support e-commerce companies thanks to the Call Center

Czasy pandemii COVID-19 znacz?co wp?yn??y na gospodark? i sposoby pracy z klientem na ca?ym ?wiecie. Przez wprowadzanie lockdown?u konsumenci musieli niejako ?przestawi?? sw sposób my?lenia i przez pierwsze miesi?ce kupowa? jedynie za po?rednictwem sklepów internetowych. Teraz ? w 2022 r., gdy najgorsze czasy pandemii i niepewno?ci mamy ju? w du?ej mierze za sob? podej?cie konsumentów uleg?o nieodwracalnej zmianie. Udzia? e-commerce w ogólnej sprzeda?y wielu sklepów sta? si? nieoceniony. Nawet w przypadku popularnych ?sieciówek? du?a cz??? obrotów pochodzi ze sprzeda?y internetowej. Przez trudn? sytuacj? klienci zrozumieli, ?e kupowanie przez Internet mo?e by? równie owocne, co zakupy stacjonarne, a przy dobrej polityce firmy ? nawet lepsze, gdy firma dodaje dodatkowe rabaty na zakupy online. Skoro ten sposób sprzeda?y okaza? si? skuteczny, to czy nie nale?a?oby d??y? do jego rozwoju?

Who is an e-commerce customer and what can they expect?

· A person who wants to make a purchase quickly and efficiently,

· Fast and efficient service,

· Personalized offers,

· In case of problems - quick help,

· Convenience while shopping

· No failures on the website of the online store,

· In case of doubt - quick contact with the company.

Taking into account the profile of customers, as well as the specificity of the e-commerce industry, a call center can help entrepreneurs running e-commerce. The connection of the call center industry with e-commerce can take place on several levels:

       Helpline service, customer service office – customers often want to obtain information about a given product, its availability or other e-commerce offers. For this purpose, a hotline is launched where callers can get answers to their questions. A well-functioning helpline should respond quickly to a call from a customer - too long waiting time may discourage the interested party. In addition, consultants servicing it should be patient and willing to help quickly, so that the client does not get impatient, and that his service runs as smoothly as possible. Who knows, maybe telephone customer service will be more helpful than the stationary one?

       Conducting surveys to check customer satisfaction with the purchase, helpline service - feedback is particularly important for all companies. It is thanks to it that they can introduce changes in the way the store operates, as well as improve its use for customers. Carrying out a survey, whether by phone or other methods, will be very helpful in the process of further improving e-commerce. What's more, a customer who notices that the company cares about his opinion will feel that it is worth using the services offered by this store - this will help build loyalty in the e-commerce - customer relationship.

       Chat service with a consultant on the store's website, along with a contact form - when the customer needs express help, but does not have time to make a call, or is an introvert and it is an obstacle that is extremely difficult for him to overcome, a good way to develop sales and build relationships with such the customer will be the introduction and support of the chat with the consultant.

       Helpdesk for e-commerce itself - you never know when a failure will occur. We will not always be able to deal with it on our own. In such situations, it is worth using the helpdesk, which will quickly and efficiently help us resolve the crisis. The most important thing in e-commerce business is that customers can always use the online store website. Failures should not happen at all, but when they do occur, it is absolutely important to take care of it as soon as possible so that it does not affect the functionality of the website. The basic task of the helpdesk would be to take care of the website and its proper functioning, as well as help for consultants who, due to a failure, might not be able to effectively provide their services.

The above-mentioned "points of contact" of e-commerce and call centers are only an introduction to extensive cooperation between the two industries. Together, they will be like a well-oiled machine that will work so that customers are fully satisfied and want to return to shopping in a given online store. Who knows - he can even recommend it to friends and family, and as we know, word of mouth marketing is incredibly effective and can significantly help in the development of e-commerce companies!