How The Right Call Center Solution Can Enhance E-commerce Sales?
If you ask yourself, “Which sectors need call centers more than others?” you’ll realize that the e-commerce industry would be one of the few to appear on the top. That’s because everything in e-commerce, starting from placing orders to making payments, is tech-driven and powered by sophisticated digital technology.
In retail outlets, customers can walk to a salesperson, store manager, or cashier whenever they need any assistance with a product or payment. But in an e-commerce website, there is no such avenue to get issues resolved and queries answered.
So, the best option is to dial the customer care number and speak with a call center agent. The next best and quickest option is to try the live chat or self-service options on the e-commerce website.
So, without any doubt, e-commerce companies cannot do without call centers. Choosing the right call center solution can mean the difference between achieving (even surpassing) the targeted sales volume and missing the mark.
At HoduSoft, we know the importance of call centers in the e-commerce sector. Our e-commerce call center software is specially engineered for e-commerce companies.
In this blog post, we detail the challenges e-commerce companies face in selling to the right customers, the types of services e-commerce call centers provide, how the right call center software can help enhance e-commerce sales, and how to choose the right e-commerce call center software. So, without further ado let’s dive right in.
Challenges E-commerce Companies Face
Like all sectors, the e-commerce industry faces a broad array of challenges. While some challenges are generic in nature, some are unique to the sector. Here are some of the major challenges faced by the e-commerce sector.
1. Cart Abandonment Rate
This problem is unique to the e-commerce sector. Did you know how many customers leave e-commerce sites before buying anything? If we go by research conducted by Baymard Institute, the number is a whopping 70 percent! Just imagine the sales an e-commerce company can make if seven out of every ten customers don’t just abandon their carts.
2. First Call Resolution Rate
When customers call e-commerce companies, they want the agent to resolve their issues or queries in the first call itself. If that doesn’t happen then it can hamper customer satisfaction. But how many e-commerce companies manage to provide the desired first-call resolution to their customers? For every Amazon or Zappos, e-commerce companies struggle to achieve the standard FCR rate of 75-80 percent.
3. Data Security
Are e-commerce companies susceptible to cyber-attacks and data breaches? Unfortunately, they are. As per the findings published in Threat Intelligence.com, more than half of e-commerce companies surveyed (54 percent) said that they had experienced at least one successful cyberattack, data leak, or instance of fraud.
4. Customer Turnover Rate
According to leading experts, the customer turnover rate in the e-commerce industry is about 20-30 percent. Compared to other sectors, the customer turnover rate is relatively high in the e-commerce sector. The high customer turnover rate is one of the major challenges for the e-commerce industry.
5. Personalized Customer Experience
In the retail and e-commerce sector, a majority of customers expect a personalized customer experience. As per Zendesk, more than three-quarters of respondents said they expect personalization. So, it is quite obvious that personalized customer experience results in greater customer satisfaction.
6. Agent Attrition Rate
The call center industry has one of the highest employee attrition rates. Call center agents quit due to various factors such as repetitive work, monotony, stress, health issues, lack of career advancement, and more. When it comes to the e-commerce sector, the employee attrition rate is relatively high compared to other sectors. Managing employee attrition rate in e-commerce call centers is extremely important.
7. Rising Competition
The e-commerce industry has been witnessing rising competition over the last few years. Even though a report released by Grand View Research projects the global e-commerce market to grow at a compounded annual growth rate of 18.9 percent between 2024 and 2030, all players in the industry will face cutthroat competition for market share. In such a situation, superior customer service can provide a competitive edge.
8. High CAC and Increasing Marketing Costs
Since the inception of the e-commerce industry, the marketing and advertising costs have always been on the higher side compared to many other sectors. But now it has risen by leaps and bounds. As per research, 85 percent of senior professionals in the industry are concerned about increasing marketing and advertising costs. It’s not surprising to note that when advertising costs go up, so does the cost of customer acquisition.
9. Cross-selling and Upselling Can Be Better
A study conducted by Forrester Research revealed that cross-selling and upselling account for 10-30 percent of revenues in the e-commerce industry. Although the number is not dismal, e-commerce companies can do a lot better. They have the advantage of a captive audience and they can optimize their platforms to target related and high-end products to their customers.
Optimizing CX with Omnichannel Contact Center in Your E-commerce Business
Types of Services E-commerce Call Centers Provide
When it comes to the types of services e-commerce call centers provide, the list is quite exhaustive. But here we have handpicked some of the major and important types of services e-commerce call centers provide:
1. Order Taking Services
The number one service a call center provides to e-commerce companies is the order-taking service. The call center agents working in e-commerce companies take orders from customers in case the latter face any problem placing orders directly from the app or website.
2. Email Support Services
After taking orders, e-commerce call centers also provide email support services. In the present time, customers not only prefer to call e-commerce call centers but also send emails and messages.
3. Payment and Billing Support
E-commerce call centers also provide payment and billing support to customers. This service is extremely helpful when customers face any issues with payment or billing. When payment and billing support is prompt and effective, it can considerably reduce cart abandonment.
4. Order Related Calls and Notifications
In some cases, the delivery of orders sometimes gets delayed. In such a situation, customers would get curious to know about the status of their orders. They would call and ask questions about their orders. E-commerce call centers also need to provide that service to customers.
5. After Sales Support
After customers receive their orders, they may face some issues with it. This is where they will need after-sales support. They call the customer care number and are guided by call center agents to use the product in the right manner. This type of service plays a huge role in shaping customer satisfaction.
How to Increase E-commerce Sales Using a Call Center Solution?
E-commerce companies can enhance sales by leveraging the right call center software in the right manner. Here are some ways they can do that.
1. Provide Omnichannel Communication
In today’s age, nine out of every ten online shoppers want an omnichannel experience from e-commerce companies. Your business must adopt omnichannel communication to provide exceptional customer service. Be it web chat, social media, text messages, instant messaging platforms, emails, or video conferencing, make sure that your customers can contact your e-commerce business using any of the channels.
2. Send Personalized Messages and Notifications
This is the sure-shot way to improve e-commerce sales. It not only drives higher conversion rates but also helps improve customer satisfaction and loyalty. By leveraging the right call center solutions, you can deliver personalized interactions and provide your agents with valuable insights to refine their strategies and enhance their performance.
3. Multilingual Support
To cater to a global customer base, offer multilingual support through your call center. By providing customer service in various languages, you make it easier for non-english-speaking customers to engage with your brand. This inclusivity can enhance customer satisfaction, reduce misunderstandings, and ultimately drive more sales by making your e-commerce platform accessible to a broader audience.
4. First Call Resolution
High first-call resolution (FCR) rates are associated with increased customer satisfaction and reduced follow-up contacts. Use your call center software to train and equip your customer service team with the tools and knowledge needed to resolve inquiries efficiently. This not only improves the customer experience but also encourages repeat business.
5. Higher Customer Retention
Higher customer retention rates can significantly improve e-commerce sales. To improve your customer retention rate and customer loyalty, you need to deliver exceptional service, personalized follow-ups, and targeted offers. By doing so, you can enhance your business’s upselling and cross-selling opportunities.
5 Ways to leverage eCommerce Contact Center Software to improve CX
How to Handpick the Right Call Center Software for Your E-commerce Business
Now that you have decided to integrate a call center solution into your e-commerce strategy, selecting the right call center software or contact center software can make all the difference. Here are some ways you can handpick the right call center solution for your e-commerce business.
1. Define Your Objective
The first and most important step is to define your objective. So, before you start, ask yourself these questions; “What do I want from the e-commerce call center software?” “Why do I need an e-commerce call center solution in the first place?” “What specific outcomes do I hope to achieve with this solution?” Nothing should be done without defining solid objectives. As author Rory Vaden said, “If there isn’t a defined objective or outcome for the activities you’re engaged in, stop doing them!”
2. Set Aside a Reasonable Budget
After defining your objectives, it’s time to set aside a reasonable budget. This will not only prevent you from underspending or overspending. Noted author Leslie Tayne said, “Budgeting has only one rule: Do not go over budget.” You should not go below budget. Budgeting will also empower you to make the right decision. As award-winning author and editor Tere Stouffer rightly said, “Used correctly, a budget doesn’t restrict you; it empowers you.”
3. Look for E-commerce Call Center Software
Now that you have set a budget, it’s time to look for the right e-commerce call center software provider. The internet is a great tool to find trustworthy and reputable software providers. The key is to use high-intent keywords or search terms. You can also consult industry reviews and forums to identify trusted e-commerce call center software options.
4. Compare Features and Pricing Plans
After clicking on the enter button, you will find many websites. Visit various credible-looking call center software providers’ websites. You can also visit aggregators’ websites to compare offerings and pricing structures.
5. Shortlist Software Providers and Ask for Free Demos
Narrow down your options to a few software providers that meet your criteria. You can also reach out to them to request free demos or trial versions. This will give you a practical sense of how their systems work and how they align with your needs.
6. Try Out the Demo Version and Make Informed Decision
Use the demo versions to test the functionality of the software. Evaluate aspects like ease of use, integration with your existing systems, and customer support. Gather feedback from your team and make an informed decision based on how well the software meets your objectives and budget constraints.
Taking Everything Into Consideration,
Just as the right platform structure and framework play an important role in helping customers navigate through an e-commerce website, the right e-commerce call center solution plays a huge role in enhancing sales volume.
As an owner of an e-commerce business, you won’t compromise with the website. The same would apply when selecting an e-commerce call center software. You must do whatever it takes to handpick the right one.
At HoduSoft, we exclusively engineer call center solutions for e-commerce companies. To learn more about our products and to book a free demo, contact us today.
