Home >> Omnichannel Contact Center Software For E-commerce
Omnichannel Contact Center Software For
E-commerce Industry
All-in-one omnichannel contact center software for your e-commerce company to deliver first class customer service and enhance customer satisfaction.
HoduCC Contact Center Software For E-commerce Industry
By using HoduCC omnichannel contact center software, you can provide seamless customer service across multiple communication channels.
Omnichannel Contact Center Software Designed Exclusively for E-commerce Industry
The global e-commerce industry is one of the fastest-growing sectors in the present times. The players in the sector made shopping extremely convenient and time-saving. Customers dealing with such a dynamic and fast sector want fast, efficient, and high-quality service. HoduCC omnichannel contact center software for e-commerce companies enables customer service representatives to deal with a huge volume of calls in a short possible time.
Why E-commerce Industry Need Omnichannel Contact Center Software More Than Ever Before?
Some key challenges faced by the e-commerce industry are a high volume of customer inquiries and requests, greater customer expectations, efficient customer service, and quick response across multiple channels. One-third of customers will switch companies if they have just one bad experience.
That’s where omnichannel contact center software can be immensely beneficial. When the omnichannel contact center software is integrated with a customer relationship management (CRM) system, it helps in managing all customer communications in one place.
Sophisticated omnichannel contact center software can help companies in the e-commerce industry provide seamless support throughout the customer journey. It can enable e-commerce players to deliver exceptional customer experience across multiple touch points including:
- Online search
- While shopping
- During the delivery or return of a product
- In the billing process
- During feedback or suggestions
How HoduCC Omnichannel Contact Center Software Can Help E-commerce Companies?
Many e-commerce companies struggle to provide a decent experience to their customers because they don’t use sophisticated tools such as omnichannel contact center software. By using omnichannel contact center software integrated with CRM systems, e-commerce companies can manage all their communications in one place.
Be it handling customers’ queries and requests over voice, chat, web, or emails, HoduCC omnichannel contact center software can help e-commerce companies to provide exceptional customer experience and enhance conversion rate with personalized interaction. The smart, secure, and agile solution provides the following benefits:
- Omnichannel Platform
- Single Tenant and Multi-Tenant
- Cloud-Delivered and On-Premise
- WFH and Hybrid Work
- Intelligent Automation
- Enterprise-grade Security
- Seamless Integration with CRM Applications
- Reporting and Dashboards for Data-driven Insights
HoduCC Smart Features for E-commerce Industry
Predictive Dialer
An ideal tool for businesses with large call volumes. Our predictive dialer contact center software uses advanced algorithms for better productivity.
Skill-Based Routing
Drive customer engagement with preferred proficiency routing. Customers are routed directly to the agents with relevant skills.
Automatic Call Distribution
This feature is intelligently built to automatically sort and manage heavy call volumes. It helps to distribute calls evenly among contact center agents.
WebRTC Phone
In-built web phone based on WebRTC technology, allowing users to connect securely via popular desktop/laptop browsers instead of a dedicated office phone device.
Auto Dialer
Auto-dialers enable the system to simply redirect the call to the next agent. Automation helps in the efficient usage of resources and improves productivity.
Single Tenant & Multi Tenant
Enjoy the powerful single-tenant & multi-tenant features for the contact center.
Multilevel IVR
Drive superior efficiency and personalization via smart multi-level IVR functions and call flow design.
Real-Time Analytics & Reports
Monitor and analyze all customer interactions with live call monitoring and a campaign dashboard to redefine your customer support experience.
Why Choose HoduCC Contact Center for Your E-commerce Business?
When it comes to choosing the right contact center solution for your e-commerce business, you must select a solution provider with a proven track record of creating high-quality solutions for all types and sizes of e-commerce businesses around the world.
Here are some reasons why you should consider HoduCC omnichannel contact center software:
- HoduCC is a feature-rich solution for e-commerce companies.
- It enables e-commerce companies to track customer data.
- It facilitates real-time data exchanges between customers and agents.
- It helps in effectively managing operations and customer relations in a go.
- It helps in reducing overall costs by allowing employees to work more efficiently, streamlining processing operations, and cutting down the extra hours of operations.
AmpliTech: Supercharging Software with Add-On Modules
AI Chatbot
Feature to help businesses handle multiple conversations simultaneously while providing 24/7 support to customers, answering questions, and resolving issues in real time.
WhatsApp Bot
Provide round-the-clock service with the WhatsApp Bot. It is capable of answering regular support queries. It can answer questions thoroughly in a conversational approach.
Voice Transcription (Recording & Voicemail)
High-precision speech recognition system transcribes calls, boosting agent productivity. Allows for easy analysis and auto-capture of important data.
Quality Analysis
An add-on module in HoduCC for ranking the agents based on their voice tone, language proficiency, quality of query the resolution, or any predefined ranking criteria for agents.
WhatsApp Broadcasting
The admin can create a WhatsApp campaign and select the pre-approved WhatsApp message template they want to broadcast to their customers through WhatsApp broadcasting functionality.
SMS Broadcasting
Admin can create the SMS campaign and type the text that they want to broadcast to their customers through SMS broadcasting functionality.
IVR & Agent Survey
Once regular communication between the customer & agent is over, the agent can transfer the call to Interactive Voice Response (IVR) for post call survey. IVR Survey provides a set of survey questions to the customer.
Customer Testimonial
With tools to make every part of your process more human and a support team eager to help you, getting started with the software your choice has never been easier.
Our presence
Customers
Countries
Partners
Continents
Customers who trust us
Nice guys, reliable software, reliable customization services, good support services.
The 24 x 7 support provided by the team is incredible. I personally have never seen such a dedicated team who always are focused on customer benefits.
Overall experience has been good. We have been using it from last a year now and so far experience is fine.
Frequently asked questions
Everything you need to know about our product and Software. Can’t find the answers you’re looking for?
Yes, you can use HoduCC’s Click-2-Call API, which can be used with third-party integrations.
Yes, HoduCC has WebPhone API which can be used for integrations to make and receive calls directly from the 3rd party CRM.
Yes, HoduCC has integration with Cepstral for TTS. You can purchase the license from Cepstral to use it with HoduCC.
Yes, HoduCC has a Google Single Sign-On feature which can be enabled for Admin, Tenant, Supervisor, and Agent levels.
Yes, HoduCC supports the customer import facility. Admin can create the custom fields to accommodate customer details.
HoduCC can generate tickets automatically for email and social media interactions (Facebook, Instagram, Twitter, WhatsApp, and Telegram for Business). The HoduCC users can create tickets manually for Calls, chats, SMS, and also for Email, Telegram & Social Media.
As an omnichannel contact center software, HoduCC supports all the popular social media channels.
- Facebook – Post/Comments and Messenger requests
- Instagram – Post/Comments requests
- Twitter – Direct Message requests
- WhatsApp – Inbound chat requests from customers to WhatsApp Business Account and Agent can send one-to-one Outbound WhatsApp to customer based on the pre-approved template(s) from WhatsApp
- Telegram – One-to-one chat requests
No, the billing module is not available with HoduCC. However, with HoduCC you can export CDRs and use them withthird-party billing. Call detail API is available for 3rd party integration.