The importance of a 100% digital Contact Center in an e-commerce store
Posted: Sat Dec 07, 2024 5:59 am
29 June, 2022 @ 9:03 amby Gonçalo Sousain E-commerce , Entrepreneurship , Digital Strategy , Digital MarketingLeave a comment
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The pandemic served as an accelerator for the digital transition of millions of consumers and companies, especially SMEs.
According to Salesforce's SMB Trends Report, reported by Dinheiro Vivo , "the pandemic led 94% of SMEs (42% of them European) to move part of their business online". The same source also tells us that, among the organizations australia email list that became more technological, 66% did so with up to 50% of their infrastructure and 28% with more than half or even all of their services.
This report also ends up highlighting the importance that investment in digitalization is representing for business structures.
According to the SMB Trends Report, for 71% of respondents, this dimension will bring clear benefits to the business, not only in the immediate term (and during the pandemic period) but also in the long term.
Some of these effects are already being felt, as the report tells us that SMEs that have invested most in the technological dimension of their operations are growing more than their peers, with 42% of growing SMEs using technology in customer contact, 49% for sales and 42% for marketing.
If investing in marketing and payment methods that are suited to customers' habits and needs are some of the most important points to be considered when structuring an online store, a successful e-commerce platform must have a digital customer service solution at the heart of its strategy.
Importance of a 100% digital Contact Center in an online store
Among the various challenges faced by online shopping, customer service is, if not the biggest, one of the biggest.
Responding to all customers in a friendly and efficient manner, especially during times of high call pressure, is a huge challenge that requires a well-structured customer support contact center solution . Customer support for online businesses must therefore consider the unique challenges involved in serving digital consumers, including:
high volumes of service and support requests simultaneously;
humanize service through digital channels;
ensure a good 24/7 experience for a customer accustomed to the digital environment and who can quickly change suppliers if their needs are not met;
offer automated customer service in harmony with human service in order to provide an excellent experience;
need to centralize the monitoring of the various available channels.
Overcoming these challenges and offering an excellent online shopping experience is essential, as reinforced by Hibou, a Polish clothing brand that sells its products through various digital channels, revealing, through a study, that 33% of consumers need just one bad experience to not buy from a given company again and that 53% give up after about three attempts.
For e-commerce, providing the positive experience necessary for customer retention and loyalty is achieved by ensuring an interconnection of the customer's entire purchasing journey through the use of integrated systems that will guarantee that information about their interaction history is updated and centralized in a single place.
This interconnection will allow a contact center properly supported by the correct technological solution to make use of all available information and become the center of all interactions with the customer, regardless of the digital channel used, whether interactions are managed by a bot or by an operator.
Customer service technology is therefore undoubtedly a key player in the contact center of a successful e-commerce store, and establishing a partnership with a BPO that knows how to use the various digital contact solutions will help your company establish unique and lasting relationships with its customers.
Menon has proven experience in operating 100% digital customer service solutions, offering your customer the support they need , 24/7, to complete their purchase and establish a connection with your brand that ensures that this customer becomes a promoter of the same.
Share this article
The pandemic served as an accelerator for the digital transition of millions of consumers and companies, especially SMEs.
According to Salesforce's SMB Trends Report, reported by Dinheiro Vivo , "the pandemic led 94% of SMEs (42% of them European) to move part of their business online". The same source also tells us that, among the organizations australia email list that became more technological, 66% did so with up to 50% of their infrastructure and 28% with more than half or even all of their services.
This report also ends up highlighting the importance that investment in digitalization is representing for business structures.
According to the SMB Trends Report, for 71% of respondents, this dimension will bring clear benefits to the business, not only in the immediate term (and during the pandemic period) but also in the long term.
Some of these effects are already being felt, as the report tells us that SMEs that have invested most in the technological dimension of their operations are growing more than their peers, with 42% of growing SMEs using technology in customer contact, 49% for sales and 42% for marketing.
If investing in marketing and payment methods that are suited to customers' habits and needs are some of the most important points to be considered when structuring an online store, a successful e-commerce platform must have a digital customer service solution at the heart of its strategy.
Importance of a 100% digital Contact Center in an online store
Among the various challenges faced by online shopping, customer service is, if not the biggest, one of the biggest.
Responding to all customers in a friendly and efficient manner, especially during times of high call pressure, is a huge challenge that requires a well-structured customer support contact center solution . Customer support for online businesses must therefore consider the unique challenges involved in serving digital consumers, including:
high volumes of service and support requests simultaneously;
humanize service through digital channels;
ensure a good 24/7 experience for a customer accustomed to the digital environment and who can quickly change suppliers if their needs are not met;
offer automated customer service in harmony with human service in order to provide an excellent experience;
need to centralize the monitoring of the various available channels.
Overcoming these challenges and offering an excellent online shopping experience is essential, as reinforced by Hibou, a Polish clothing brand that sells its products through various digital channels, revealing, through a study, that 33% of consumers need just one bad experience to not buy from a given company again and that 53% give up after about three attempts.
For e-commerce, providing the positive experience necessary for customer retention and loyalty is achieved by ensuring an interconnection of the customer's entire purchasing journey through the use of integrated systems that will guarantee that information about their interaction history is updated and centralized in a single place.
This interconnection will allow a contact center properly supported by the correct technological solution to make use of all available information and become the center of all interactions with the customer, regardless of the digital channel used, whether interactions are managed by a bot or by an operator.
Customer service technology is therefore undoubtedly a key player in the contact center of a successful e-commerce store, and establishing a partnership with a BPO that knows how to use the various digital contact solutions will help your company establish unique and lasting relationships with its customers.
Menon has proven experience in operating 100% digital customer service solutions, offering your customer the support they need , 24/7, to complete their purchase and establish a connection with your brand that ensures that this customer becomes a promoter of the same.