Tools to Improve Your E-Commerce Customer Service

Guest Blog from Emma Smith, PR and Content Manager at Fonvirtual.

E-commerce, or electronic commerce, can be defined as the internet’s sale, marketing, and distribution of products and services. Today, more customers are making purchases online directly through the internet rather than in physical stores. However, a few people are skeptical about making online purchases due to their lack of trust in the e-commerce market.

Thanks to various new technological tools and developments over recent years, you can put a lack of trust in legitimate e-commerce websites to an end. These new tools allow potential customers to become more comfortable when making purchases through the internet. Customers can contact businesses quickly and efficiently if they have any questions about a product or service. With these improvements in online customer service, there is no need for a physical store.

However, if your company decides to launch an e-commerce website, you will also need to focus on the website’s appearance. Just as you would with a physical store, the website must also appear attractive and inviting for customers to stay on that particular page.

E-commerce offers a wide variety of possibilities to customers and sellers. Although it provides many advantages and benefits, there are a few disadvantages as well. One particular disadvantage is the lack of contact between the company and the customer. Customer service is one of the critical factors of maintaining a successful e-commerce website. Companies need to offer high-quality customer service to find solutions to their customer’s problems or concerns.

Tools for Success

But what if they are calling from a different state or country? Making a simple phone call improves this issue. With call center software, they can make phone calls from anywhere in the world, at any time, and speak to the next available representative. Offering help and assistance is vital if you want to improve your company image.

A virtual PBX phone service is another option that optimizes your customer service. Like most physical franchises, when a customer makes a call, they can select a menu option and speak with the next available customer service agent. Some features of a virtual PBX include customizing greetings, creating waiting for queues for customers on hold, voice mailboxes so they can leave a message, list office hours, and more. So why not try this for your online store?

Letting online customers speak with another human being gives a much more personal and welcoming experience to your website. They will know they will get assistance when they need it, and they will be able to speak to someone as quickly as possible.

Next, if you want your e-commerce to sell globally and online, having a virtual phone number makes sense. A virtual phone number is a regular phone number that can have any area or country code that you choose, despite your current location. It isn’t associated with any physical place because it works and stores data through the cloud. If you decide to associate your virtual phone number with a virtual PBX phone system, you can make and receive calls from a regular landline phone or any internet browser on your cell phone or computer. Virtual numbers help bring distant customers closer and help increase your sales for your online business.

Imagine you want to establish a customer base in both Europe and the United States. Customers located in both locations will trust your company more if they know that they can call a customer service number with their country area code at any time. If there is a foreign area code to them, they feel the company is too distant, might not answer because of the time difference, and may have a cost associated with the call. You can list a customized number for that specific country with no foreign calling costs using an international virtual phone number. You want your customers to feel confident that they will receive the help they need when they need it.

Thanks to these new technological innovations, your customer service for your e-commerce website is ready to succeed. Now, you may enjoy all of the advantages that selling online has to offer and make your customers feel closer to your business than ever before.

Biography: Emma Smith, PR and content manager at Fonvirtual. I’m interested in digital marketing, technology, and international logistics. I enjoy writing blogs where I spread the word of telecom services in international business.

CH Consulting Group provides unparalleled expertise in the Contact Center and Customer Experience (CX) verticals. We have a nationwide team of industry veterans that can assist you in achieving exponential growth, managing change, and generating profit. Connect with us here today for a comprehensive CX assessment and strategic plan customized for your unique business needs.