Big brands may have been successful in breaking e-commerce records last year through the help of outsourced Philippine call center services among other technological innovations made to address the changing customer demands, but recent findings reflect the opposite of success in the consuming public.
The latest report by the American Customer Satisfaction Index (ACSI) revealed how brick and mortar stores toppled Internet retailers in customer satisfaction rankings, a thing that may come as a surprise after online shops threatened physical sellers at the height of 2013’s e-commerce and m-commerce trend.
Easy checkouts and wide selection of readily available products were reported to have contributed to the satisfaction of buyers in traditional stores. On the other hand, long waiting and delayed deliveries during massive holiday sales events were blamed for the poor feedback of online buyers in the ACSI survey.
ACSI claimed that the results are predictive of the brands’ future success and market performance. This means that retailers with high levels of customer satisfaction would return high earnings. The low-rated brands, however, could get back up by fortifying their e-commerce sites through these multi-channeled customer service solutions:
Having a live agent available on the website while visitors browse for products is said to improve customer experience and even encourage purchases. Live chat also lets customers consult the brand representative for navigation help around the website, thus making checkouts easier and more efficient.
Giving the customers the option to leave an inquiry on the website and get a callback when a customer service representative is available could lessen the frustration associated with online buying. This feature can also be made available on mobile apps and social media accounts of the brand to make its customer service truly multi-channeled.
Tracking and delivery assistance
Philippine call center firms that provide tracking solutions enable customers to track their orders and get arrival dates of deliveries. Alternatively, you could set a delivery calendar or online tracker on your online shop to eliminate the need for customers to call. This is especially helpful during sale seasons when call volumes could reach their peak.
Indeed, retailers could benefit from call center solutions to recuperate from customer satisfaction nosedive.
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