Ecommerce in India is currently overtaken the passion of Information Technology. While Ecommerce companies may allow clients to purchase goods and services online, customers who encounter difficulties may sometimes struggle to receive assistance. There is no substitute to a live operator offering customer support when your clients need it. And with so much talk about identity theft, you need a way for your shoppers to feel secure. Even though most e-commerce transactions are managed online, there is still a need for telephone support. 24/7 customer support is the difference between growing a base of loyal customers and leaving a bad impression of your brand that could hurt your business.
Online customers expect useful product information, access from any mobile device, intuitive interfaces, full support, a fast checkout process that accepts all payment methods, and a place to rate their experiences. They don’t tolerate screen freezes, transactional snafus or confusing menus. An effective order taking procedure is the backbone of any business that sells directly to customers.
When you advertise a phone number on your website/TV/Radio, your customers will trust in your business more and will be more apt to purchase your products. CloudAgent can help you in converting that trust in increasing your sales.
Elevate your customer experience: Have On-going training for your agents about how to convince their customer to purchase a product. Have them in the loop of the new retention management programs that the company has announced and how does it benefit the customer. Have the Agent talk to the customer from the customer perspective instead of the your company. Redesign your IVR System,Use our platform KooKoo to address usability issues while complying with the complex call routing rules caller. Once the caller responds by making a missed call, CloudAgent records the input and updates required for your business.
Order Management/Order Processing: Order processing is been the biggest worry for every customer, especially when the consignment doesn't reach him with the time frame. With Cloud Agent you can Integrate(CTI integration) your existing sales CRM to CloudAgent. Quickly locate Customers previous information, reduced data entry requirements.
Click to Call Features: This feature of Cloud Agent allows you to run simple inside sales, with end-to-end call tracking and analyses. This feature is very useful to reduce most of your manual work and optimize your agent productivity.
Missed Call Services: This feature can be a very useful feature to customers who are not used to make online purchases. They can give a missed call to the number advertised on the website and talk to the agent and gain credibility of the website. Another method to effectively use the missed call services is to give feedback of the website services once the consignment is delivered to the customer. Once a consignment is received by the customer, the customer gives a missed call to the given number for feedback and the agent calls back the customer. Once the call is finished, CloudAgent fires SMS to caller requesting for feedback using a MISSED call process. No cost to the your dashboard. Advantages of Missed call services at CloudAgent are;
- Immediate feedback about the website process or about service
- Identify top and bottom customers as perceived by the callers
- Identify hidden calling patterns and customer grievance patterns
- Very important feedback loop established immediately after the delivery of service or Call