Ecommerce Segment is Switching Over to Omnichannel Contact Center Software for Superior Customer Experience

Ecommerce Segment is Switching Over to
Omnichannel Contact Center Software for Superior
Customer Experience

18-Oct-19
Summary: Ecommerce is booming but competition is fierce and customers are fickle
so, in a bid to engage and retain customers ecommerce segment is switching over to
omnichannel contact center software with noticeable improvements

Speaking to newsmen the company’s VP claimed a marked increase in inquiries and
orders for Hodusoft’s omnichannel call center software. Traditionally, he said,
ecommerce segments rely on call center service providers to serve customers but with
fierce competition, they are finding that it is better to have in-house contact center
software and address customer requirements directly instead of relying on
outsourcing. There is a dramatic increase in customer satisfaction levels after this
switch to Hodusoft’s omnichannel contact center software.

The reasons are not hard to find. Hodusoft’s omnichannel CC solution integrates
Twitter, Facebook and Whatsapp. Virtually everyone uses Whatsapp so its inclusion as
a part of the contact center package tremendously lubricates interactions with
customers. This could be a proactive or a reactive experience depending on the
situation. Then there is Facebook which can be used as a listening post to detect
customers who are thinking of buying and inveigle them into the ecommerce site. Add
to this the webRTC video and audio chat and conference feature and communications
rises to exceptional heights. Customers delight in a face to face interaction and
conferencing means an issue can be resolved by calling in concerned technical or
support staff.

Ecommerce sites, he said, are available 24x7 but support, sadly, is not always so but
with the WebRTC and mobility, each agent can become a mobile contact support
source available all the time. No customer likes to wait and speed of response creates
a favorable impression besides increasing loyalty and conversions. A customer may
choose SMS or social media or chat and the agent can effortlessly switch lanes without
having to ask customers to repeat details and context.

In-house contact center software permits ecommerce site owners to conduct
campaigns any time and as frequently as they wish. They can use the voice campaign
feature or the IVR feature, feeding data from the CRM and setting parameters for
automation. Hodusoft’s CC software includes artificial intelligence and machine
learning. With these features it is easy to track customer behaviors and patterns and
respond accordingly leading to higher satisfaction rates and also the ability to make
buy recommendations.

Figures speak. Statista claims that ecommerce will exceed $ 4.9 trillion by 2021 and
over 65% millenials use ecommerce for purchases and almost all of them are on social
media.

Summing it up he said that Hodusoft’s contact center solution can work on any
computer and on mobile obviating the need to set up dedicated hardware and that
permits use from anywhere by anyone. It also leads to reduction of costs while
assuring higher returns through better customer services.

Ecommerce operators may get in touch with Hodusoft on 91 79 48939393, 1-707-708-
4638 or chat live on http://hodusoft.com/contact-center-software/.

Source: https://bit.ly/3tKXS35