Philippine call center solutions for enhancing online customer service

Philippine call center solutions for enhancing online customer service

OABPO Blog Team Published on March 10, 2014

Philippine-call-center
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.

Philippine-call-center--

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:

Live chat

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.

Callback options

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.

Open Access BPO grew from a telemarketing startup to an all-around outsourcing firm that provides its clients voice and non-voice solutions including web development and rich media development.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO22 hours ago
Effective communication goes beyond simply using the same language as your consumers. That is why companies outsource their #multilingual #CallCenter: to have the ability to provide the kind of support consumers understand.

Read more on adapting the right language to build customer rapport: https://zcu.io/IMsh

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO2 days ago
Unsure of how to improve customer relationships? Check out this overview of generational preferences to understand what influences your customers' decisions and how to meet their needs: https://zcu.io/AygQ

#WeSpeakYourLanguage #CustServ #CustomerSupport
Open Access BPO
Open Access BPO5 days ago
Unexpected interruptions in your #CallCenter operations can cost customers' trust and your brand's reputation. Discover how smart #offshore redundancy can mitigate these threats: https://zcu.io/8Vtz

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO7 days ago
Businesses need to understand what drives customer expectations to satisfy market demands. Consider these factors to build a better #CustomerHappiness strategy: https://zcu.io/NhP9

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO1 week ago
Successful #CustomerService training programs help agents provide support consistent with the client's goals and values. At Open Access BPO, we look out for these mistakes to optimize our #training programs and ensure #EmployeeGrowth: https://zcu.io/zsfK

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Ensure business growth and program deployment by choosing the right outsourcing company to back up your #CallCenter processes. See how Open Access BPO effectively launches client programs with its flexible #outsourcing implementation approach: https://zcu.io/1EtL

#WeSpeakYourLanguage