Customers
filling out an online application or using an electronic shopping cart
can often experience difficulties and on the Internet, a customer can
walk out the door simply by clicking the mouse. Additionally, a growing
number of customers prefer to go online when they want customer service,
sometimes just to check a bill or monthly statement, but often with more
complex questions. In today's business environment
where your competition is just a click away, superior customer service
is critical to profitability. Customers expect instant, well-informed
responses to their questions - no matter how they contact you.
Because a company's web site cannot possibly anticipate and answer all
questions, the customer can become frustrated, especially when asked to
"call during normal business hours." Our Internet Call Center services
provide the personal interaction-based support needed to ensure that
your online customers are satisfied. The result: a positive outcome
and/or completed transaction instead of a lost sale or disgruntled
customer.
Internet Order Entry Service
Our advanced
"order entry" system enables our representatives to access your website
while talking to your customer, assisting them in product information
and the placement of orders. Our fast, state-of-the-art systems enable
our representatives to place orders directly onto your site, or within
our database, where your products are displayed by "item" or "product"
number with brief descriptions to allow our representatives to
professionally describe each. Our intelligent order forms prompt the
representative to fill in each necessary section, name, address,
telephone number, shipping address, credit card information, item(s),
quantity, etc. While the representative enters the information, our
database adds the necessary shipping and handling charges, applies
applicable discounts and taxes, verifies credit card information and
supplies the operator with a grand total to present to the caller.
Click to Chat
If your customers need quick answers, they can
chat with our live CSRs. Better communication with your customer
means better relationship. Our trained agents can answer your customers
using text chat. By clicking on a customer service
or help icon, your website visitors can get immediate, live assistance
by engaging one of our live Customer Service Representatives.
Email Response
With our skilled Customer Service Representatives and advanced email
tools, we can get your customer the information they need quickly and
efficiently. We can quickly integrate our email management tools into
your site, and build a set of rules that will distribute customer email
to the appropriate agent.
We
work with our clients to build an exhaustive knowledge base and response
templates. We insist that we be periodically updated about relevant
business issues taken by the client to enable us to respond better to
the customer. Our CSRs. are taken through rigorous training sessions,
which orient them to critical aspects of the your business such as web
site structure and key elements of customer service policies.
We
will understand your problems and concerns of your customers and will
design adequate answers for these queries. We recruit, train and deploy
highly qualified agents to receive e-Mails and answer them within an
agreed upon time frame usually defined in hours.