Summary - E commerce as a buying phenomenon is here to stay. Just last year 3 billion people in the world bought goods worth 4 trillion USD. When brands engage in ecommerce customer service outsourcing, it enhances the brand image of a brand and boosts credibility. E commerce call center outsourcing brings the balance between rewards and the ensuing cost.
When customers visit E-Commerce websites, inadvertently they engage with customer care. In the virtual world of E-commerce based buying, hearing a human voice on the other end of the phone while getting the queries solved, is reassuring. Globally successful E-commerce treat customer engagement as a specialized task and engage in E Commerce Call Center Outsourcing. An internationally reputed company like LiveSalesman which provides E-commerce Call Center Outsourcing services, have teams who are domain experts and have proven track record of faster completion of sales cycle. E-Commerce Customer Service Outsourcing also ensures shorter customer grievance redressal cycles.
E Commerce brands do take into cognizance the fact that even though a great looking website can capture eyeballs of a visiting customer, it cannot generate sale by itself. The minute the ticket size of the chosen good crosses a certain threshold, customers tend to connect with the call center of the brand to know more about the product or the service being sold. This is why forward looking brands rely on e commerce call center outsourcing wherein they plug in third-party experts to ensure that such calls culminate at their designated destination of final sales for the brand.
When customers hear a familiar voice on the other end of the phone, they become more surefooted about the buying decisions that they are taking. If the human voice is adept in product knowledge and have selling skills, even a customer feels more comfortable about such engagement. E commerce customer service outsourcing comes with the expertise of engaging with the customer on a live chat and hence, while the customer is still browsing the website, the sales cycle gets completed.
A distinguished company like LiveSalesman which offers e commerce call center outsourcing services in form of live chat based sales solution, has experts which use high end data analytics for achieving better sales conversion rates. They are proficient in looking at behavioral patterns of the visiting guest on the website, to accurately strategies for right line of sales approach. Just the mere big data analytics approach on keywords searched can give great insight on the intent of customer and can play a pivotal role in prioritizing which customers to engage first, while allocating sales representatives to them. These representatives then proactively engage with the customer to understand their needs and adopt a consultative approach while suggesting solutions. When this methodology is adopted, it gives the client the same customer experience which s/he gets while visiting the neighborhood brick and mortar store.
The e-commerce customer is able to relate to the experience when the salesperson on the other side of the table, in a brick and mortar store presents them with options. Executive teams forming the ecommerce customer service outsourcing helpdesks present options to the visiting customer during the process of live chat. They ensure personalized one-to-one engaging and inclusive message exchanges. Since the customer is focused on the written form of communication, chances of distraction is reduced as is the norm in a crowded brick and mortar marketplace. Thus the level of indecisiveness is reduced and chances of up-selling and cross-selling increases. Your brands witnesses the resultant surge in the revenue pipeline. It is very important to understand that up-selling and cross-selling opportunities only when customer engagement reaches a certain level of maturity and is usually interspersed during the course of new product/service enquiry or grievance redressal.
The act of identifying such an opportunity during an e-commerce sales cycle is an art and science in itself. The science lies in data and its structuring to give intelligent consumer insight. There is increased used of using artificial intelligence in figuring out patterns in large swathes of data being spawn by the virtual footprints of consumer over various social media profiles. Once armed with this data, which is the result of the scientific pursuit. One has to understand that even though two data profiles may look absolutely similar to a human but there are marked undercurrents which differentiates them. These minute distinction can only be sensed using additional computational prowess.
Once an ecommerce customer service outsourcing gets its hand on this data set, the `art’ part of the sales cycle kicks in. They use this to design the conversation flow. Similarly, they look for signs that indicate that a shopper may abandon the checkout process or may need help and reach out to them proactively. For instance, if the product search returns zero results or if a visitor has been on the product page for 30-40 seconds or if someone is on the checkout page for a long time, chances are they need help or answers in real time else they may quit and leave. The proactive chat window automatically disappears if there is no response from the shopper within 30 seconds, allowing your shoppers to know that the prompt help is available right on your website, without being intrusive.