By admin Published on: March 8, 2019 Updated on: Contact Center Software
Omnichannel contact center software for ecommerce industry

Advantages of Omnichannel Contact Center Software in eCommerce Industry

Ecommerce sites are notorious when it comes to customer support. With the growing usage of omnichannel contact center software, many Ecommerce companies are doing well in the market. However, those that are still relying on traditional ways of serving the customers are facing many challenges. Many companies are not particularly famous for maintaining open lines of communication. And, it is not surprising that Ecommerce sites have higher rates of customer churn. This is because of various reasons like:

  • Product information may be meager.
  • A prospective buyer can only ask a question related to the product by filling in a form.  After that, he may have to wait longer to get a response from the seller.
  • A rudimentary FAQ may be in existence. The prospective buyers or existing buyers are supposed to do with whatever information they can gather.
  • Even existing buyers need to follow a defined process to initiate replacement or refunds.

In all, it is a take it or leave it approach. Undoubtedly, this is not a happy situation by any means. Ecommerce sites can do much better if they simply opt for better communication software that assures customer delight. Something as simple as contact center software can create better engagement opportunities.

How Can Omnichannel or Multi-Channel Contact Center Software Help?

Modern omnichannel contact center software for the Ecommerce industry can help companies to provide seamless support throughout the customer journey. It helps in delivering an excellent experience at all the touch points such as:

  • During the online search
  • While browsing the company’s website or application
  • At the time of filling or abandoning the shopping cart
  • During the billing process
  • In case of delivery or return of a product
  • After the post-sales cycle (feedback or suggestions)

What Does Contact Center Omnichannel Software Have?

Typical call center software incorporates predictive dialing and auto dialing. These options use a list of numbers that can be called from a phone book or backend CRM. Ecommerce sites may or may not leverage this feature. If they do, they can conduct cold calls. Besides, they can just send SMS with offers to existing customers and up-sell or cross-sell. Of more interest is the IVR in the contact center management software that offers a self-service option to the customers. Also, the call distribution and skill mapping feature facilitate call routing to the best-suited agents. It gets even more interesting when WebRTC video/audio chat as well as a conference facility is included in the software. Moreover, there is call recording and analytics as part of the package.

In addition, today’s contact center systems usually have Unified Communications (UC) layered on. How do all these impinge e-commerce operators? Well, the contact center software is usually assumed to be a tool specifically for contact centers. However, this tool can be used in different ways.

Predictive Dialers and Auto Dialing

Ecommerce sites boast about selling 5000 or more products in a day and may not be bothered much about volumes. However, by using the predictive and auto dialing features they can improve cross-selling and up-selling opportunities. As they already have a strong database of customers in their CRM, they can integrate it with contact center software. A target feels much better when he receives a call instead of an SMS, promoting a product or informing him about offers. This way, the chances of sales increase.

Also Read: How important are auto dialers for call center software

Unified Communication

Most people on Ecommerce sites prefer using the phone and chatting instead of typing out queries in forms. Many find it difficult and bothersome to fill out a form. Also, there are a few customers that may prefer email because then they have a record. Here comes the role of unified communication.  This facility lets a caller use any channel and receives a fast response. Its integration with backend CRM lets agents in the Ecommerce center call up records or enter records to deliver a better experience. Consequently, this results in faster resolution of a query. Moreover, the call distribution and skill mapping feature of the enterprise contact center software ensures that the caller is connected to the right person.

WebRTC Connect

Most Ecommerce operators follow the marketplace model which means they run the show but sellers are third parties. In the case of complex queries, the inclusion of WebRTC into communication plays an important role. This link means a caller connects to the Ecommerce operator who then switches in the actual third-party seller into the conference.  It allows for a three-way talk either on audio or video. Video improves the caller experience even more. As a result, the speed of resolution is high. Besides, the customer gets a satisfactory solution to his queries on the spot. Most importantly, there is no wait time.

IVR Self-Service

Omnichannel contact center software may place an IVR as the point of entry for a caller. This self-service facility can easily handle all the routine or basic queries. Using it together with a backend CRM, makes IVR recognize the caller by name if it exists in the database. This makes for a pleasant welcome. After receiving the welcome message, the caller can progress further to self-serve his query. In case he needs to talk to a live human, the call is transferred to the best suitable agent.

Customer Service Agents Can Do More and Spend Less Effort and Time

The contact center management software allows customer service agents to have access to a unified dashboard. This dashboard gives them a view of the various channels through which a caller has communicated. In addition, the agents can access records in the database or call up the past history of transactions. Moreover, they can initiate a video/audio chat or three-way conference with a superior officer or with the actual seller. Ultimately, the work of agents becomes easy which results in improving the quality of service.

In the end, what matters the most is the customer satisfaction. Like other businesses, Ecommerce companies also focus on customer satisfaction for return sales and loyalty. As per a report by Forrester , customers are 2.4 times more likely to stay with brands that provide quick solutions to their queries.


To sum up, contact center software is a refined tool for communication. Smooth and quality communications are vital for the success of a business. The contact center software is the best tool that Ecommerce industries can leverage to create a powerful brand image. However, it is important to choose a system that can be customized to meet the precise needs of Ecommerce companies. One such software is HoduSoft’s HudCC-Contact Center Software. This feature-rich software offers customization options to best suit the essential requirements of businesses.

Grow your Ecommerce business with HoduCC-Contact center software. Get a free demo today!

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