Disclaimer: This article is for informational purposes only and does not constitute business or financial advice. Please consult a professional before deciding on cloud call center solutions or e-commerce operations.
In recent years, technological advancements related to e-commerce have developed unprecedentedly. Both consumers and companies thrive on the latest innovations, which have led the industry to a new level of service.
Since customers have individualized expectations, e-commerce businesses feel the rising tension to provide outstanding provisions 24/7. In this ever-changing landscape, Virtual service desks are leading the technological revolution.
But what exactly contributes to their transformative nature? More importantly, should your company adapt to this new trend now?
Let us explore this matter in detail.
What Are Cloud Call Centers?
Simply put, a Web-based assistance service is a client support hub that relies on an online infrastructure instead of a traditional on-site one. A cloud-based system is central to all support service interactions, such as phone calls, emails, and chats. The specific features available for e-commerce companies may vary based on the software version.
In general, the best software solutions consist of the following features:
1. Multichannel Adoption
The system seamlessly operates with a desktop Windows app or mobile apps for Android and iOS. You can integrate it with many third-party solutions, such as HubSpot, Zapier, or Salesforce.
2. Call Handling
This software offers call routing, automatic call distribution (ACD), multi-level interactive voice response (IVR), call forwarding, and many more useful additions for the more demanding support centers.
3. Auto Dialers
Companies can choose from predictive dialers, progressive dialers, and preview dialers for more service automation. Modern auto implementations allow agents to save time while focusing on more creative tasks.
Why Cloud Customer Care Centers Are Better for Customer Service?
What makes support centers stand out from the crowd is the fact that they are easily accessible regardless of your whereabouts. As a result, your company can employ agents from all corners of the Earth without investing in expensive on-premise systems.
While the staff operates from afar, managers can oversee all their activities in real time without being restricted to one physical location. This solution gives your teams more freedom and flexibility regarding remote and/or hybrid work.
You might also check out MightyCall’s call center to learn how it improves its services with virtual contact centers.
Major Features of Virtual Customer Service Centers
Regardless of the software your e-commerce business uses, here are some highlights of what you can expect from a modern cloud-based customer care center solution:
- Omnichannel support (phone, e-mail, messaging, SMS).
- Instant and real-time analytics and reporting.
- Smart directing and routing with automated AI-based features.
- Integrations with the largest CRM software.
- Flexible scaling options on demand.
Why Cloud-Based Customer Service Is Vital For E-Commerce Businesses?
Before we dive deep into the “how”, let us quickly explore the “whys”.
Interesting fact, we must refer to HubSpot’s statistics, which claim that 93% of consumers are inclined to return and buy again from a given business, as long as the company provides outstanding customer support.
However, it is enough for your company to develop a more client-oriented approach in all your business activities, including support services. Also, it often defines the brand’s experience and know-how in satisfying your target group’s evolving needs and expectations.
From an expert’s perspective, poor client service can lead to:
- Higher cart abandonment rates
- Negative feedback and low rating
- Losing lifetime customer value
On the other hand, if you provide exceptional assistance, you might experience:
- Improved customer loyalty
- Word-of-mouth marketing
- Higher average order value
Put, customer service is no longer a cost for companies. Instead, it serves as a revenue driver.
How Virtual Voice Systems Can Revolutionize E-Commerce?
Now that you know what is at stake, the time has come to set things in motion. The revolution in e-commerce customer service is already happening. Here is how the story goes:
- Anytime, Anywhere: Shopping online is available worldwide and 24/7, so your client assistance should be available. Meanwhile, a help desk solution can provide round-the-clock support without creating night shifts on-site, since you can employ agents from all locations.
- Data-Based Personalization: As personalization becomes one of the hot topics in e-commerce, clients look forward to being treated individually. With the integration of your #1 CRM, agents can deliver hyper-personalized experiences, accessing a client’s order history, preferred products, or the latest support tickets.
- Real-Time Analytics: Agents and supervisors are no longer left alone in the dark, as long as they utilize call center software. This solution allows them to access data-driven insights that ensure operational optimization while reducing costs and maintaining high service quality.
- Seamless Scaling: If your e-commerce business relies heavily on seasonal peaks or sudden viral successes, you can easily scale your customer support activities up or down. There is no need for further investments in staff or hardware, as remote Contact centers enhance flexibility when adjusting your client assistance levels.
- Enhanced Client Trust: Online shoppers take their security very seriously, often checking if the e-store complies with the latest safety trends. When utilizing modern cloud-based services, your company can ensure that the software is encrypted, complies with GDPR standards, and secures all stored personal data.
How to Choose the Best Digital Service Center Solution?
In 2023, Gartner predicted that by 2025, almost 80% of customer support businesses will start utilizing generative AI technology. This way, they will try to work on agent productivity while improving customer experience.
Modern e-commerce businesses should look for solutions based on artificial intelligence and machine learning developments. However, you might want to consider a few additional factors as well:
- Scalability: Can the software be adapted to your current needs?
- Integration: How easily can you connect it with your CRM and online store?
- Omnichannel Support: Does it manage phone calls, messages, and emails?
- Ease of Use: Will managers and agents find operating intuitive?
- Security: How well is customer data protected against cyberattacks?
How to Overcome Possible Difficulties?
Cloud adoption is a serious step, and yes, it comes with a set of potential obstacles. Here is what you should watch out for and how you can overcome these hurdles:
- Internet Dependence: Your cloud Support center will work fine if your Internet connection is reliable. Invest in a robust and dependable network setup.
- Remote Team Management: Training international and remotely working staff can be challenging. Use a cloud learning platform to enhance virtual preparation sessions.
- Security Issues: Handling sensitive client data generally requires high-quality safety measures. Therefore, you must obtain certifications like ISO 27001 and PCI DSS compliance.
Start Adapting to Client Service Hubs
Is it the right time to adapt to service centers? The answer is YES. The best way to adapt is to utilize help desks.
In fact, the sooner your e-commerce business switches to a help desk, the quicker your company will grow. Customer satisfaction plays a big role as the shopping environment is changing fast. Hence, you must constantly focus on offering tailored support options.
Do you have suggestions for adopting cloud client service hubs for e-commerce businesses? Please share your ideas and opinions in the comments section below.
