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Call Center Software for eCommerce

Deliver end-to-end delightful omnichannel experience

Trusted by more than 1500+ customers.

The most important aspect of an eCommerce operation is a customer’s lifetime value, which is entirely reliant on the number of repeat customers that you can garner. How do you provide everlasting customer experiences?

Our eCommerce call center services can help you leverage the best customer experience management solution to improve your agents’ productivity and create a loyal customer base.

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Our Platform Features – eCommerce Call Center Services

  • Omnichannel Engagement

    Let your retail shoppers interact with you across multiple integrated channels – email, phone, chat, website, mobile apps, and social media.

  • Intelligent Routing

    Automatically route calls to the right department and the agents with the right skill based on your purchase history and the type of product.

  • Personalized Communication

    Understand friction points in your customer journey with our integrated customer service platform and delight your customers with resolutions.

  • Call and Screen Recording

    Call recording and screen recording to monitor agent performance and improve efficiencies. This can help with agent training and dispute resolution.

  • Self-Service Options

    Let the customers serve themselves through automated IVR systems and intelligent chatbots for transactional issues like order returns and exchanges.

  • Voice of the Customer

    Automated voice broadcast messaging to receive one-touch feedback from customers on the quality of products, service, and overall experience.

  • Optimize Operations

    Intelligent reports and dashboards allow your managers to be on top of the entire eCommerce operations, helping you optimize for your customers.

  • Scale and Pay as You Grow

    You can scale up and down your agents per your business needs. You pay only on your usage and not on long-term contracts or minimum guarantees.

  • Alerts and Notifications

    Alerts and notifications on orders, offers, shipments, payments, updates, and promotions to customers – improving engagement and user experience.

  • Missed Call Solution

    You don’t have to worry about missing a call from your customers. Supports automated call-back option as and when an agent becomes available.

Working of ClearTouch eCommerce Call Center Software

When we talk about ecommerce customer experience, we are talking about the experience on the portal and the after-sales support.

As a platform provider, we work on both aspects of the eCommerce customer experience. Our platform is tightly integrated with voice, text, email, chat, video, social, CRM, and other best-of-breed solutions that an eCommerce provider likely uses to run their business.

It lets you access customer interactions across various channels from a single interface and plan your promotions and customer delight. For instance, you can:

  1. Send a nudge to your customers who have abandoned your shopping cart to complete the purchase in the form of a text or email.
  2. Collect active feedback from your customers right after your product is delivered using automated voice messaging and text surveys.
  3. Send them rewards and offers as an email, text, or voice message.
  4. Implement live chat, voice, and text support.

Just imagine when you say your customers can talk to you 24×7 by phone, email, text, and WhatsApp.

Wouldn’t they love it?

Our platform can help you reach there.

eCommerce Call Center – Frequently Asked Questions

Why is there a need for a customer service platform in eCommerce?

In the digital world of eCommerce, our contact center platform can help resolve issues and create a seamless customer experience across all channels for your customers.

It supports omnichannel communication and lets customers easily reach you across the portal, voice, email, text, and WhatsApp.

How do I reach the right customer service or support representative for a product-specific inquiry?

Our platform has an intelligent routing feature that routes your queries to the right department and the agents with the right skills based on your purchase history and product type.

The product that I bought does not meet my expectations. I want to return the product and claim a refund. How do I do that?

Product returns are pretty straightforward with our platform. You can access the self-service options on our platform to return your purchase and claim a refund. If you are uncomfortable doing that, our platform supports email, voice, text, and WhatsApp communication for customers to reach the eCommerce platform easily.

How do I collect feedback from my customers?

There are multiple ways you can do this. You can create a survey and send a link to that survey to your customers by email or text and get them to fill it up. You can also offer a reward like a discount coupon for filling up the survey.

Alternatively, you can use the voice broadcasting feature on our platform to send out the survey to your customers. It will provide options for your customers to key in their responses.

My transaction volumes increase during the festive times, and I would want to add more representatives handling customer queries during those times. How do I do that?

Ours is a pure-play cloud call center platform that allows you to quickly scale up and down your customer service and support operations per your business demands. You can add as many reps as you want for a specific period and stop using them once the festive season ends.

This is the biggest advantage we deliver to our customers – scaling up and down per your business demands with no minimum guarantee and contractual commitments.

Your customers keep calling your voice lines and get a busy tone for long. What do they do now?

There are multiple options with our platform. Your customers can use other channels like email and text to reach you. Alternatively, we have a missed call solution, where the platform automatically calls back those customers whose calls were missed as and when an agent becomes available.

Related Resources

Know how ClearTouch can help your eCommerce call center services.

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