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Role of Business Phone Solutions in E-Commerce

For an online consumer, the customer helpline is a number he’d wish not to call – not for

any other reason but for the fact that he’s like to have a seamless transition from checking

out a product to buying it and then eventually receiving the same. However, in case any of

the links in the process falls apart he may actually have to pick up the phone and dial in a

customer service number, at which point he’s either none-too-happy or is downright

incensed.

The phone call he makes to customer helpline then becomes the make or break event –

either he’ll find a solution for whatever went wrong or he’d end up being further irritated

and abandon your e-commerce platform for good!

Certainly, the human element plays a great role in ensuring that the customer has a

pleasant and & profitable experience of having reached out to the contact centre. However,

technology can play an ever greater role in ensuring the customer is not only satisfied but is

impressed with the manner of his query being dealt and solutions provided.

Like all customers, and more so those in a less-than-happy mood, the expectation is that

their calls are answered promptly. A well-thought and implemented PABX solution can

ensure that your consumers will never have to wait excessively long in queues or go through

inane number of menu items before handled by the right representative.

In addition to prompt attention, the customer also expects the right attention. There is no

point in a sales representative answering the phone if the customer is facing an accounts

issue. Being able to automatically divert calls to the relevant personnel not only helps the

consumer receive the right response it demonstrates the enterprise’s attention to details.

As the caller in question is either a customer or a prospective one, companies are expected

to have some level of data available on him or her. Arming the contact centre personnel

with relevant customer information can be a great tool of building customer support. When

the customer knows that you’re aware of him and his history of purchase/transaction, there

is a greater trust factor.

Although, you might be just a small e-commerce enterprise. The benefits to be accrued from

a well thought contact-centre with an adequate phone solution system cannot be more

emphasized.