Call Centre Software for Multiple Communication Channels
For larger e-shops that serve multiple communication channels with customers, we recommend using a call centre module with a ticketing system.
Why use a virtual exchange?
Thanks to the virtual exchange, the call center module allows you to monitor calls and have clear and detailed statistics on them. Calls can be recorded and working and non-working hours can be set on the line. You can also use, for example, the voice signpost or IVR, which directs customers to specific departments or people. For example, the area of invoicing, complaints, sales, etc.
Why use a ticketing system?
Thanks to the ticketing system / email / helpdesk, each customer request is assigned a unique number, under which it will be further processed. All calls, emails, chats, Facebook Messengers will be clearly registered in one web interface and automatically matched with specific customers. You know exactly which requirement is at what stage, because you see the entire communication history across all forms of communication with the client. The customer called after the order, you sent him an SMS and now he has a question about Chat on your website. You can keep everything in one communication thread and you can always respond optimally in the form of SMS, email, Chat or call.
How to automate SMS messages?
By setting up automatic communication with customers, you will reduce the pressure on the customer line and streamline the work of operators.
A very popular tool for customer care is the SMS connector. This is the automatic sending of SMS messages, which is used in e-shops mainly to confirm orders or to send information about the dispatch of goods.
WHY use web chat?
Today’s customers are already used to Web Chat, so it is important to be able to process it correctly, to have an overview of completed web chats, to be able to connect them with the customer and his order. If your e-shop addresses a customer in this way, you will see his current position on your website, ie what he is currently viewing, and you can better respond to his questions.
What does Decision Chatbot mean?
What should definitely not be missing in larger e-shops is the decision Chatbot. This is used to guide the customer through the purchase on your site. This is an assisted purchase in which Chatbot offers the customer variants and at the end of their communication the goods are ordered or connected to the operator of your customer line, if necessary.
What is Smart IVR?
If you use a voice signpost for your e-shops, ie IVR, we would definitely recommend all e-shops to use the Smart IVR, which can serve the customer without the presence of an operator. It is most often used to verify the status of the order, when the customer fills in the order number and thanks to the connection to the CRM or warehouse system, receives an immediate response to where his order is located and the expected delivery date. Smart IVR works 24/7/365, so it solves the request at any time and without waiting.
How to control social networks?
Of course, it can also be very interesting to add customer support with FB Messenger, WhatsApp and Viber. This will allow customers to communicate better from mobile phones, where the current trend in online shopping is largely shifting.
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