e-Commerce Call Centre
Offer a successful customer service thanks to an e-Commerce call centre. All digital stores need an adequate communication line to support or advise the buyer at all times.
What is an e-Commerce call centre?
An e-Commerce call centre helps to improve sales volume, respond more efficiently to questions the customer or prospect may have, and provide support throughout the sales process. In short, a complete e-Commerce call centre for your company brings a perfect added value to provide a perfect customer experience.
Among many of its advantages are the increased quality of customer service, the possibility of immediate response thanks to channels such as live chat or telephone contact, and the ability to collect data and store it for future interactions.
What are the infrastructural needs to set up an e-Commerce call centre?
The easiest way to create an eCommerce call centre is to subscribe to a VoIP telephony provider, which can be accessed through any Internet-connected device connected to the existing hardware. Since the business phone system is software-based, there will no longer be a need to invest heavily in hardware and equipment upgrades. Ringover takes care of all software upgrades and updates, including support during the onboarding period. With call centre software powering your e-Commerce, you will have access to a multitude of IP telephony features that facilitate day-to-day operations and enhance the customer or prospect experience.
How to optimise your e-Commerce call centre for better profits & lower costs?
Call management
e-Commerce companies often handle a high volume of calls at critical times. It can be the time of sales, technical problems during the sales process that inconvenience customers, or prospects wanting to find more information about your products or services. For this, it is important to have an interactive voice response (IVR) system that offers features such as call forwarding, access to customer information thanks to CRM integration or the ability to create an interactive menu that helps the caller to reach the right person or department.
Monitor KPIs
Investing in a VoIP provider is a great first step in optimising your medical call centre operations. But to understand the initial effects of your VoIP service and continually optimise your operations, tracking KPIs is key. That’s why Ringover provides an intuitive analytics dashboard. You’ll be able to easily understand your team’s service level both individually and collectively. In addition, the dashboard allows you to easily obtain graphs and access reports and statistics to be able to track your KPIs much more concretely.
Multichannel communication
With the multitude of communication channels available in a cloud contact centre, customers can choose how to contact you. An omnichannel communication platform allows you to offer telephone, business text messaging, live chat, video call and teleconferencing. This accessibility on the part of your team makes the customer or prospect feel accompanied and listened to at all times. Just as they can contact you, they can choose the channel through which they will receive information about the latest offers, the status of their order or notifications about its delivery.
How to set up your e-Commerce call centre correctly?
Setting up a call centre for your eCommerce does not have to be complicated. Nowadays, thanks to the large number of options on the market, you can opt for digital solutions such as Ringover. All you have to do to install it is download the application on your Internet-connected device, enter your credentials and start building your virtual switchboard in a few simple steps. You can choose the phone numbers, assign them to your agents and create an IVR, setting up several routing rules to organise the channels in case of peak calls.
Why use Ringover’s call centre for e-Commerce?
Compare Ringover Contact Centre features to other contact centre platforms.
| Solution | Price | Features | Ease of Use |
|---|---|---|---|
| Ringover | |||
| Zendesk Talk | |||
| RingCentral | |||
| Freshdesk | |||
| Dialpad |
Other industries
E-commerce Call Centre FAQ
- How long does Ringover take to deploy?
- Does Ringover offer out of the box integrations?
- Is it possible to export your call logs?
How long does Ringover take to deploy?
Implementing Ringover’s software to create a call centre for your eCommerce will only take a few minutes. This record time is thanks to the fact that there is no need for a technical team to come and install the software, you can do it independently. Register on the platform, download the application and access your account with the credentials that the Ringover team will have provided you with and that’s it! You now have your eCommerce call centre installed.
Does Ringover offer out of the box integrations?
Yes, Ringover offers an extensive list of different CRM integrations. From specific integrations for recruiting departments to CRMs dedicated to help ticket management, our platform integrates with well-known solutions such as Freshdesk or Pipedrive. Check the list of available integrations here.
Is it possible to export your call logs?
With Ringover, you will be able to export the call logs of any person in your team. This is a common action if you want to control the volume of calls made and answered by each of your agents. Another useful feature is to be able to listen to the recordings made. This way you can play back those that have been successful and use them as an example of good practices, or those in which there has been a mistake and learn from it. This and many other functions are perfect for sales coaching or support to your agents.