Contact Center as a Service (CCaaS)

Advantages of Contact Centers

1. Omnichannel Support – Engage with customers across multiple platforms, including phone, email, chat, and social media, ensuring seamless communication.

2. Customer Insights – Gain valuable data on customer interactions, allowing agents to personalize responses and improve service quality.

3. Real-Time Supervision – Monitor agent activity live to ensure efficiency, provide immediate feedback, and maintain quality control.

4. Low Barrier to Entry – No need for expensive real estate, travel costs, or extensive onboarding. You only need an internet connection to use our built-in infrastructure.

5. Cloud-Based Solutions – Enjoy reliable, scalable, and accessible services that enhance business continuity and flexibility.

6. Personalized Customer Experience – Customers feel valued with tailored interactions rather than being treated as just another ticket number.

7. Cost-Effective Operations – Eliminate hardware expenses with subscription-based services that offer stability and financial flexibility.

8. Increased Productivity – Agents can manage multiple conversations at once, reducing wait times and improving resolution rates.

9. Efficient Use of Templates – Common issues arise frequently, and pre-set templates help standardize responses. While templates save time, there should still be room for personalization to maintain meaningful interactions.

10. Comprehensive Knowledge Base – A well-organized knowledge base serves as a self-service hub, allowing customers to find answers without needing live support. It should be user-friendly, thorough, and easy to navigate.

11. Smart Automation – Identify time-consuming tasks and automate them where possible. This streamlines workflows, boosts efficiency, and allows agents to focus on higher-value interactions.

Why Is Customer Service Important in E-commerce?

In today’s competitive e-commerce landscape, customer service standards are higher than ever. With shrinking margins and increasing competition for market share, businesses must find ways to stand out.

One of the most effective ways to gain a competitive edge is by delivering exceptional customer service. Top-tier support sets your brand apart in a crowded marketplace, whether you’re attracting new customers or retaining loyal ones.

Your e-commerce reputation is crucial—especially in an era where social media influences purchasing decisions and online reviews shape consumer trust. At Unity Communications, we recognize the challenges and risks of outsourcing customer interactions.

That’s why we prioritize protecting our e-commerce clients’ brands. With a proven track record of working with various online businesses, we act as a seamless extension of your customer service and marketing team—ensuring a superior customer experience that strengthens your brand’s reputation.

How Do You Improve Upon the Customer Care Experience in Retail?

Most consumers have identified that customer service is a critical factor to them. A report has predicted that customer experience and satisfaction will take over pricing and product as the primary brand identifiers in the coming years. Follow the best practices for e-commerce customer service below:

• Be prompt when answering questions, responding to inquiries, managing requests, and solving problems. You can use analytics to measure your average response time and work toward making it better. Retail customers expect customer service agents to be quick and efficient. Otherwise, it is just as easy to purchase the same product elsewhere.
• Use client history, contact and billing information, and other data to predict your customer’s needs, even before they reach out to you with questions.
• Use analytical tools to keep an eye on agents and their performance. Set key performance indicators (KPIs) to measure performance and goals for improvement. You can also use call whispering and barging tools to intervene during heated calls and assist your agents in real-time.
• Personalize your customer service by training call takers to use their names when talking to clients. Offer your customers suggestions of other products they can use. Inform them about how they can sign up for store credits and take advantage of rewards, coupons, and sales.
• Be open to feedback provided by your call takers. Provide them with regular training to continuously improve your call center practices and keep up with industry standards.

How Can an Online Store Enhance Its Customer Service?

As you build your e-commerce business, you should focus on marketing your products well. Competition is bound to be tight regardless of what you’re selling. Building a call center is the best way to set your business apart.

Call centers for e-commerce strengthen your efforts on the front end of sales. They direct your customers to the bottom of the sales funnel more quickly. As orders pile up and shipping becomes busier, you receive incoming calls together with questions and problems from customers.

Having a call center can be your redeeming factor. E-commerce call centers provide the benefit of a trained workforce committed to serving your customers. Instead of job descriptions where customer service is merely part of an employee’s duty, expert call center agents focus on managing customer needs. This keeps your shoppers coming back again and again.

How Can E-commerce Strategies Build a Better Customer Relationship?

To put it simply, building positive e-commerce customer service gives your business a competitive advantage. If your e-commerce business is one of a kind, consumers will have no other choice but to buy from you. But this is rarely the case.

You will find competitors with similar pricing and offerings. A single poor customer experience from your company might cause your shoppers to leave you for another even if they like the product you’re offering.

Your clients are the driving force of your business regardless of whether you’re a B2B or B2C e-commerce company. Customer service should matter significantly to you for the simple reason that it matters to your customers.

What Is the Role of BPO in E-commerce?

E-commerce centers drive up sales, increase the response rate, and help clients resolve problems before or after a sale. Establishing a call center can improve customer experience and reinforce brand loyalty.

You can establish an e-commerce call center with the primary purpose of customer care, support, or sales. Depending on your operation, you can build a contact center with more than one function. Cloud-based phone systems and e-commerce call centers allow you to offer multiple communication channels for your customers’ convenience.

What Should You Look For When Considering Hiring an E-commerce Call Center?

You’re spending too much time replying to customer queries instead of growing your business. It’s time to get help. Entrusting your front-line customer interaction to an e-commerce call center seems like a leap of faith.

But for most e-commerce businesses, customer service outsourcing is a wise decision. The benefits include lower costs for staffing, training, space, and infrastructure. It also reduces pressure on your team when hiring for high-turnover roles.

E-commerce companies can ease the burden of in-house support by outsourcing services like voice and email support. Selecting the best call center partner for your business needs should be a strategic decision.

Here are some qualities to note when looking for a call center for e-commerce:

Flexible Pricing Model

E-commerce businesses that outsource customer support can expect to pay only for what they need. It’s not atypical to outsource bits and pieces of customer service operations. You might choose to retain certain functions and outsource only seasonal overflow or coverage for off-hours.

You could keep phone support in-house and outsource live chat, email, social media, and other channels. Since solutions vary, discuss your needs with your call center partner.

Discuss your needs and requirements so that they can create the right-size solution for your specific operational needs.

Cloud-based Contact Center

The recent social climate has shown everyone how vital cloud-based systems can be. Many on-site call centers completely shut down when governments started mandating closures in the past year.

Cloud-based call center solutions provide resilience during disasters. Cloud-based systems are considerably inexpensive to scale up. Deployments with these systems also happen easier since they can readily integrate with existing systems.

Operational Cost Savings

The end goal of customer service outsourcing is to free up company resources so that a business can focus on revenue drivers. To maximize your investment, assess the cost savings of outsourced customer support and how they boost your bottom line.

Start by assessing how much you’re spending on all facets of in-house customer service. Understanding exactly how much your company runs in-house customer service costs helps contextualize outsourcing as a value-added proposition.

When partnering with an outsourcing provider, you’ll be better prepared to align the service level agreement with your business needs.

Integration-friendly

An external call center is an extension of your business. The partnership combines the technical components—business platforms, systems, client database—and, even more importantly, supports the brand philosophy and culture of the client company.

Typically, during the early stages of the partnership, you explore discovery sessions. This is where operations managers from both companies meet and decide on specific business needs and requirements.

This is an excellent opportunity to discuss in detail the vision for the brand, the definition of brand excellence, and the role that customer support plays within the larger context of a company. Moreover, you need to answer some questions. What makes up the brand voice, and how do you want consumers to perceive customer experience?

By choosing Square One Teleglobal as your call center partner, you ensure that your e-commerce business benefits from expert support tailored to your brand’s needs.