Importance of a 100% digital Contact Center in an online store

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Among the various challenges faced by online shopping, customer service is, if not the biggest, one of the biggest.

Responding cordially and effectively to all customers, especially in times armenia phone number list great pressure on the line, is a huge challenge for which it is essential to have a well-structured customer support contact center solution . Therefore, customer support for online businesses must consider the unique challenges involved in serving digital consumers, which involve:

high volumes of service and support requests simultaneously;
humanize service through digital channels;
ensure a good 24/7 experience for a customer accustomed to the digital environment and who can quickly change suppliers if their needs are not met;
offer automated customer service in harmony with human service in order to provide an excellent experience;
need to centralize the monitoring of the various available channels.
Overcoming these challenges and offering an excellent online shopping experience is essential, as highlighted by Hibou, a Polish clothing brand that sells its products through various digital channels, by revealing, through a study, that 33% of consumers need just one bad experience so they don't buy from a given company again and 53% give up after around three attempts.

For an e-commerce, providing the positive experience necessary for Customer retention and loyalty is achieved by ensuring an interconnection of the customer's entire purchasing journey through the use of integrated systems that will ensure that information about their interaction history is updated and centralized in a single place.

This interconnection will allow a contact center properly supported by the correct technological solution to make use of all available information and become the center of all customer interactions, regardless of the digital channel used. whether interactions managed by a bot or an operator.

Technology in customer service is, therefore, undoubtedly a protagonist in the contact center of a successful e-commerce store and, partnering with a BPO that knows how to make use of the various digital contact solutions, will help your company to establish relationships unique and lasting relationships with its Customers.

Menon has proven experience in operating 100% digital customer service solutions, offering your customer the support they need , 24/7, to complete their purchase and establish a connection with your brand that ensures that this customer becomes a promoter of the same.