eCommerce and the Extreme Importance of Omnichannel Communication and Telecom Platforms for the Provision of Superb Customer Service Solutions
“For the past 5-to-10 years, eCommerce has been effectively replacing the traditional manner in which startups, small, medium, and large businesses and corporations sell their products and / or services; since consumers have been shifting from making their purchases in physical stores to making their purchases remotely from the comfort of their own homes, there has been an increasing need for customer service and technical support professionals to provide customer service options through multiple communication and Telecom channels such as phone calls, SMS messaging, e-mail, live chat, websites, and social media. By utilizing omnichannel communication platforms for their customer care and tech support goals, businesses / corporations can maximize on their customer retention and brand loyalty potential which in-turn guarantees a competitive advantage and sales success in the global market.”
Vince Lupe is Callnovo Contact Center’s Marketing Assistant; he is proficient in the English and Spanish languages and shares more than 3 years of experience in marketing and in sales, as well over 13 years of experience in a variety of industrial customer service opportunities nationally and internationally. Along with Callnovo’s excellent operation and information technology teams (IT), Vince is dedicated to utilizing his seasoned experience in such a way as to ensure that all of Callnovo’s e-Commerce clients have a reputable call center customer care team to trust in when it comes to resolving their various customer service support needs; likewise, Vince also dedicates his time to externally reaching prospective eCommerce clients with Callnovo’s services while Callnovo’s operation team hires, trains, monitors, and manages competent customer service representatives (CSRs) who are prepared to effectively and efficiently provide key solutions to each client’s business and consumer base and while the IT team manages the CRM platform which has been a vitally important tool for keeping contact center operations fully functional so that CSRs can quickly and professionally provide superb solutions to businesses and consumers through the various channels that they utilize (phone calls, SMS messaging, e-mail, live chat, websites, and / or social media).
As we have seen over the past 5-to-10 years, e-Commerce (i.e. Amazon Sellers, Shopify Sellers, eBay Sellers, Lazada Sellers, Shopee Sellers, Online Stores, etcetera) has been effectively changing the way in which startups, small, medium, and large businesses and corporations sell their products / services; since the boom of the technological age, it has been becoming easier every year for consumers to make their purchases remotely from the comfort of their own homes. Over the past year alone, more than 24 million commercial stores have been selling their products online worldwide; in the United States itself, 95% of all Americans have made at least one purchase from an e-Commerce store — while a significant 58.3% of global Internet users have shopped online successfully. In addition to this, out of all mobile traffic, 70% all visits contribute to e-Commerce sales — as well as 55% of all revenue that is incurred by browsing online.
As it is becoming clear that eCommerce is increasingly becoming a standard means by which consumers purchase their product / services, businesses / corporations cannot negate the fact that there is a need to provide superb customer care and tech support solutions that urgently meet consumers where they’re at so that consumers can find satisfaction in their sales experiences which in turn leads to an increase in brand recognition and also in customer loyalty; customer care is a vitally important aspect of every sales experience because customer service and tech support representatives are considered to be the face of every startup, small, medium, and large business and corporation. When we speak of customer service representatives being the “face” of every business and corporation, what we mean is that — from the beginning of the provider-consumer relationship to the last interaction that consumers have with any business or corporation — customer care agents are always interacting with business’ / corporations’ consumers; from pre-sales to post-sales, customer service professionals have the opportunity — and also the grand responsibility — to add high value to each consumer’s sales experience — which increases the chance that those consumers will remain loyal to the businesses / corporations that they purchase products / services from and also possibly influences them to tell others by word-of-mouth to purchase from the same businesses / corporations. Whenever consumers enjoy an excellent customer care experience, they naturally add a lot of value to the products / services that they have purchased which allows them to more easily justify the prices that they paid for such products / services.
Since customer service is an extremely important aspect of every business’ and corporation’s sales — and, since consumers are generally utilizing the worldwide web (WWW) to make their purchases — it is imperative that businesses and corporations utilize multiple-channeled communication and Telecom platforms such as phone calls, SMS messaging, e-mail, live chat, websites, and social media to reach consumers where they’re at so that they can provide a quick and thorough customer care experience. Cross-channel communication and Telecom platforms offer many benefits (non-extensive):
- A dynamic audience of consumers can be reached rather quickly as opposed to sporadic consumers that are only reached on occasion.
By taking advantage of every available communication and Telecom channel, startups, small, medium, and large businesses / corporations can maximize on their consumer-reach potential because they will have access to the dynamic range of consumers that are available on the WWW and that are already using every communication and Telecom channel; furthermore, as consumers prefer certain channels over others, by having customer service and tech support agents available and ready to meet these consumers via these channels, customer care professionals will be able to provide consumers the key customer service solutions that they need at the time that they need them which improves customer retention rates since consumers naturally look for solutions in a manner that is convenient for them — which includes them finding solutions in a quick manner.
- A competitive advantage can be gained over all competitors that do not prefer omnichannel platforms for communicating with consumers.
By wholly taking advantage of omnichannel communication and Telecom platforms, startups, small, medium, and large businesses and corporations have the opportunity to get ahead of any competition that does not prefer such channels since they will not only have open access to all and every consumer — but can also mitigate the consumer-felt frustration that comes about from limiting their access to the customer service that they desperately seek out for their pre-sales / post-sales needs; in contrary to this, competitors that limit their consumers’ access to customer service are at risk of forcing their consumers to seek out other businesses / corporations that do not push on them such communication limits.
- Long-term customer satisfaction, customer loyalty, and customer retention can be secured — which secures business’ / corporations’ long-term success.
By offering consumers the opportunity to reach businesses and corporations via multiple channels of communication, those businesses and corporations that open such means of communication make things easier for consumers when it comes to their search for pre-sales / post-sales support — which boosts their satisfaction of the whole sales experience; when consumers enjoy a thorough and high-quality customer care satisfaction experience, this is wonderful for business because customer loyalty is encouraged — and customer retention rates increase. In other words, one-time shoppers become lifelong brand advocates; when loyalty is inspired, businesses get at no extra cost passionate consumers that act as an extension of each sale effort.
Our very own Callnovo Contact Center has been privileged over the years to be able to provide outsourced eCommerce customer care and technical support that reaches beyond regular Telecom communication channels; the whole spectrum of communication and Telecom channels is extremely valuable to us for reaching consumers at their own convenience so that each consumer can receive a personalized customer service experience in an effective and efficient manner that touches their hearts and that influences them to remain loyal to the e-Commerce businesses / corporations that they make their purchases from. By collaborating with an outsourced e-Commerce contact center such as ours, all eCommerce businesses and corporations can enjoy a myriad of benefits that can help them to facilitate a superb customer service experience that matches price with value and that creates lasting customer relations; some of these benefits that businesses / corporations — like yours — could take advantage of are:
- Around the Clock Customer Service Support — Without Locational Limits
We have strategically-placed offices in more than six countries and in more than ten sites throughout the world; our entire staff not only dynamically provides effective and efficient remote customer care solutions in over 35 languages worldwide (such as: English, Spanish, Mandarin / Cantonese, French, Indonesian, Japanese, Korean, Russian, German, Turkish, Arabic, Portuguese, etcetera) — but, our staff handles overall throughout the entire range of our services more than 1,000 clients. We are thankful for our worldwide coverage because it allows us the opportunity to provide superb customer service support at any time during the day — regardless of the time zone; all clients can feel content and at peace to know that we have highly-skilled offshore and offsite professionals that are available to provide the key solutions that consumers need for all of their pre-sales / post-sales necessities — whenever they need them — since providing a highly satisfactory customer service experience is our upmost priority.
- Complete Customer Care Support
We offer a complete customer service support package that provides telephone-based, SMS-messaging-based, email-based, live-chat-based, web-based, and social-media-based customer care support that has global coverage and is multilingual capable — and, our client success manager is 100% committed to taking care of all global multilingual customer service responsibilities during each detail of the entire process of outsourced operations — including: the obtaining of client toll-free 1–800 numbers, the designing and recording of professional interactive voice responses (IVRs), the configuration of all telephone systems and CRM settings, the recruitment, interview, testing, and training of all customer service representatives (CSRs), quality assurance, communications, follow-ups, operation feedback, the organization of meetings, recording and monitoring — and so much more. In addition to the above, Callnovo Contact Center’s information technology (IT) team uses leading cloud communication and CRM platforms to cater to clients’ specific requirements; likewise, the IT team handles ticket management, phone recordings, SMS messaging, and social media, as well as advanced reporting and other functions in one perfectly integrated platform.
- State-of-the-Art Customer Care Tools
We use the most advanced technology to ensure that each one of our CSRs can effectively and efficiently provide the quickest and most consumer-convenient solutions for every and all issues that consumers may have; the benefit of this is that our current and prospective clients do not need to invest in us since we already have the necessary resources to necessary resources to help clients in their various customer service and technical support needs. By investing in our clients first, we can ensure that no client should have to pay high-cost software license fees, giving them the advantage and privilege of freely enjoying all the advanced features of modern cloud-based call center technology without any extra cost. One of the platforms that we use is Customer Relationship Management (CRM) — the most up-to-date standard in client-consumer relations. CRM is the fastest growing and most widely used system available and prides itself in giving customer care agents a complete overview of every consumer during the entire life-cycle of their interactions with each customer service agent; customer care professionals can collaborate with each other in multiple-CSR accounts as well as with their clients’ staff. In addition to this, customer care professionals can see each business’, corporation’s, and consumer’s history, the status of each issue, each business’, corporation’s, and consumer’s social media activity (if applicable), campaign and lead information (if applicable), and so much more. The system is so beneficial that it can move businesses and corporations forward in shifting them from just being productive to being inherently consumer-centered; this not only ensures that needs are met — but also ensures that there is active business growth. Furthermore, one of the best perks that the system provides is the ability to manage issues across the different Telecom and communication channels without losing track of any issues; being able to connect many functions and those that utilize them on one platform is pricelessly valuable for delivering vitally important customer service experiences in a connected way.
- The Utmost Integrity
As an ISO 9001-certified outsourced customer service and technical support contact center, we uphold the highest quality of integrity when it comes to client-based solutions, proving that our clients can confide in us completely. For clients, we offer the security of a perfect collaboration experience with a personal touch to our services by emphasizing excellent results, promoting the highest ethics in our many services, as well as by maintaining transparency in our operations and communication — all to the end that our clients can be assured of how extremely important they are to us. On the consumer side of things, we utilize quality control specialists who analyze CSR-consumer interactions in such a way that they can ensure that very high-level language skills are used and that proper customer care is provided. Quality control specialists conduct at least two checks per week per agent to see how each CSR is doing with their customers; if needed, soft-skill training is provided — as well as recommendations on how CSRs can improve their communication. In addition to this, quality control specialists are assigned to any CSR that experiences difficulties in speaking or understanding a language to ensure that they can improve their language skills.
- Money and Resource Savings — by utilizing an outsourced contact center such as our very own Callnovo Contact Center for customer care support outsourcing needs, eCommerce clients are able to save money and resources the following way (non-extensive): (1) they are able to save on the costs that they would pay for hiring onboard client service staff, (2) they are able to save the time needed to develop and complete projects by allowing more efficient and effective offshore and offsite professionals to take over these projects at a fraction of the cost, (3) they are able to save costs on infrastructure development by allowing professionals offshore and offsite professionals to make the necessary infrastructural changes at a fraction of the cost that industries would spend to do such work onsite, and (4) they are able to save on in-house training and recruitment costs since offshore and offsite partners already have the right professionals needed to take care of all the outsourcing business’ / corporations’ needs.
In conclusion, businesses and corporations have the opportunity of a lifetime to take advantage of the technology that we have available today to provide excellent customer care solutions to e-Commerce consumers unlimitedly via the use of multichannel communication and Telecom platforms; by taking advantage of this opportunity, there is no doubt that startups, small, medium, and large businesses and corporations would competitively find strong success in the global market due to the fact that the utilization of such channels guarantees a steady growth in brand recognition, a secure hold of an excellent business reputation, a strong but steady increase in customer loyalty, and in-turn the security of knowing that their business / corporation will continue to hold a good share of the market against their competitors which likewise brings in a significant increase in revenue. We invite your business or corporation to maximize on this opportunity by collaborating with Callnovo Contact Center so that together we can prioritize your consumers’ customer service experiences and then build a strong customer base that brings long-term financial dividends; your financial future is our top priority, and we are 100% committed to helping you reach your short-term and long-term business goals.