Does Your eCommerce Business Need a Help Desk?
October 13, 2021 at 02:10 pm
In the world of eCommerce, inquiries and enterprises with customers are expected. Online services and responses from various brands became fast and receptive due to the immediate reach of the ‘first level support,’ more commonly known as a help desk.
Help desk support is the clients’ first point of contact consisting of support specialists who assist and address every inquiry and concern they raise. It makes every business organization and company make smooth transactions with their valued clients -- in which they also receive a good customer experience in return. With that, help desks indeed help eCommerce businesses for better gain.
Inbound calls are initiated by the customers catered to by the company’s call center team or help desk support. These calls involve responding to customer’s queries and other concerns and even endorsing a product’s information. The help desk’s ability to react smoothly to all the demands is the first step in enhancing the customer experience while gradually building their trust towards your company.
Best Practices For Inbound Calls
Inbound call centers create a fundamental aspect of customer service and support through inbound calls, which bring immediate solutions to unresolved concerns of potential customers. Enable to make successful inbound calls, skilled specialists with best practices are needed. Here are some of them.
Strategize and specify your inbound call strategy
Objectives should be set before the activity through enlisting Key Performance Indicators (KPIs) to establish a foundation in reaching your end goals. Drafting phone call scripts are significant to avoid dead air and confusion during the ongoing calls. These scripts may contain previous concerns raised by former customers, which can be utilized as references or guides to lead the whole conversation in the right direction.
2. Conduct training and coaching management
Responding to customers effortlessly while representing and introducing the company’s brand image is the core of every transaction. Skilled agents are vital to produce a successful relationship between clients while reaching customer satisfaction.
3. Gauge engagement approach
The eCommerce business transactions are complex in nature. Since it is already online, specialists should provide personalized services and maintain excellent but attention-grabbing rapport with their customers while observing professionalism. Follow-up questions are also effective to continuously engage customers.
4. Expand inbound call channels
Over-the-phone services are expensive, even if they can only cater to one person at a time. To avoid being over the budget, diversify inbound call channels to lower your cost while diverting phone traffic to more efficient channels that respond to multiple clients at once.
5. Engage with digital transformation
Today’s advanced technologies would not fail your phone center business. They propose efficiency, non-tedious, and innovation directly to your business performance, goals, and branding.
Technologies Behind Good Inbound Call
Aside from the best practices, technologies also play a significant part in carrying out successful good inbound calls. Call center technology immensely matters for it calibrates its capacity and purpose to establish exceptional services among competitors in the industry. Here are some of the best-known technologies that mold smooth transactions and a good customer experience.
1. Interactive Voice Response (IVR)
This technology customizes the company’s automated response for greetings, menu options, and more in catering to customer inquiries.
2. Voice Biometrics
This technology helps in the fast identification and verification of the customer’s identity based on voice. This will help phone center agents authenticate whether the callers are actual customers or fraudsters, allowing them to disregard unnecessary interactions.
3. Agent SMS
Getting in touch with customers is made convenient by SMS outreach. It empowers call center channels in rapid response to customers’ queries, appointments, and sudden notice.
4. Cloud-based Call Center
Cloud-based call centers utilize the use of internet connection that provides storage and protection for important information. It also lets the company expand its business. It operates remotely, employing agents to be part of the business without requiring hardware and software licenses but mere internet connection and online devices.
5. Business Intelligence and Call Center Metrics
These provide a set of standards or end goals as a basis for every agent’s performance. They are monitored for improvement or better work execution.
6. Computer Telephony Integration (CTI)
CTI is a time-saver technology for both customers and call center specialists. This technology provides immediate access to customers’ information through an on-screen pop-up feature when calls are incoming. This way, both computer and telephone systems collaborate efficiently.
7. Automatic Call Distributor (ACD)
ACD helps companies route, and delegate customer calls efficiently by navigating the incoming calls to specialists that could handle or manage their concerns. This system recognizes, answers, and transmits incoming calls to its well-designated terminal or agent, responding to customers' needs.
8. Administrative Console
This web application provides effortless server management for contact center staff or agents.
9. Intelligent Call-Back
This technology provides convenience to customers through its features. They could select the call-back option to avoid being on hold during the call and wait for the agent to contact them back immediately.
10. Universal Queue Design
Universal queuing brings consistency and efficiency to customer interaction. It merges all customer calls into a single waiting list regardless of the mode of contact the customer has used.
11. Call Recording System
A large volume of phone calls is expected in all contact centers. Recording each call is helpful to obtain important information from the customers. Recording systems could also help agents or managers to re-assess calls and identify further problems to be resolved.
12. Quality Management
This application provides assessment and evaluation of employees’ work performance to help managers determine any areas of weakness that need improvements.
13. Internet Protocol (IP) Mechanism
Internet Protocol replaced the Time Division Multiplexing (TDM) as the primary mechanism for call center transaction transfers. IP provides a cost-efficient network that runs accessible and enhanced services such as direct calls from websites, instant messaging, and video calls.
14. Customer Relationship Management (CRM)
This software provides 360° customer information to agents to meet and resolve customer concerns as soon as possible. With this, present problems can be fixed but could be a helpful reference for future customer interaction.
15. Workforce Management Software
It estimates the volume of customer’s voice and digital channel interactions for workforce optimization solutions and agent empowerment. The forecast obtained could help managers gauge transactions or hire more agents to ensure that service standards are met.
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