Five Strategies for Call Centers in eCommerce to Enhance Customer Service

Estimated read time 7 min read

The lack of face-to-face interactions makes providing exceptional customer care for e-commerce truly challenging. However, it remains as important as any business dealing with customers to engage customers and build a long-term relationship. Most businesses engage eCommerce call centers to improve these areas.

Although very handy, the online purchasing and shopping experience is not perfect and needs additional care and attention in several areas, including customer experience. The inability to provide the same level of customer care and face-to-face interactions found in retail establishments stands out the most among the challenges eCommerce businesses face.

But, if you use a customer care call center for your online store, you can outperform the competitors and rival retail experiences offered by stores. This post will discuss five strategies for improving customer service and customers’ online buying experiences with outsourced e-commerce call centers or contact centers.

Five Methods to Boost eCommerce Call Center Services to Offer Optimized Customer Service

You must provide exceptional customer service whether you handle it yourself or through outsourcing to eCommerce BPO or BPM services. It takes time to earn customers’ confidence and establish productive working relationships. However, the outcome will benefit you a lot if you are successful. These are some strategies to improve your eCommerce call center‘s customer service.

1. Get input from customers

You and your customer support team practice must ask for feedback. Customer testimonials are useful even though they rarely speak well of you.

Comprehending how your customers see your brand, products, and services is crucial if your ultimate goal is to provide outstanding customer service and experience. Collecting this feedback through eCommerce call center services and implementing them is critical to ensure optimized CX.

2. Remain Proactive

The customer journey doesn’t just happen to begin. Your customer care staff must aggressively contact both present and potential consumers. You may create promotional campaigns, employ newsletters for marketing, and promote your company on social media.

Connecting and generating leads through social listening is an additional strategy. Brand monitoring tools track down and get in touch with customers who mention or post your brand on social media. You may also set up social listening tools to find customers who use particular keywords or phrases in their postings. 

By retaining track of specific terms, social listening software helps address consumer questions and issues that customer service representatives may have overlooked during their interactions. It can even provide necessary data to the customer support staff in eCommerce call centers so they can prepare for challenges or any issues your customers may be experiencing.

3. Make Use of Various Messaging Platforms

The fact that a large number of customers purchase online indicates that they value alternatives. When it comes to customer care for your e-commerce call center, you must make sure that you let your customers select how they want to be contacted and reached. Why not expand your communication channels rather than provide a single communication platform, such as a contact form? You can use social media, live chat, or instant messaging to offer further assistance.

You can employ it to improve customer service at your e-commerce call center.

Web Chat

Visitors to your website will probably ask a lot of questions, to which you can provide numerous responses. Still, nothing can be compared to the ever-present, reliable, and rapid web chat option, usually found on your website’s bottom right corner.

Online customers want a prompt response while placing an order or adding products to their cart. If there is no online discussion, buyers may decide not to buy anything or postpone their purchases until later. Customers will receive assistance throughout the purchasing cycle using an instant messaging channel or live chat messaging systems through eCommerce customer support.

Platforms for Social Media

These days, consumers express more detailed opinions on social media sites like Facebook and Twitter. For this reason, over ninety percent of e-commerce businesses have a social media presence. An e-commerce call center or customer support channel can communicate with customers on various platforms to present your business to a wider demographic and population. 

Social media allows you to engage more directly, have more in-depth conversations, and offer an opportunity to communicate with customers to build closer connections. Most conversations occur on social media; thus, eCommerce businesses should participate. Also, eCommerce call center agents should be engaged in these conversations, and insights and understanding should be implemented in their interactions.


Chatbots can help customers shop by showing order and shipment details, responding to FAQs, and answering pre- or post-sale questions around the clock. These conversational AI are increasing the standard of customer service to increase revenue and become an essential part of your e-commerce call center’s support strategy.

Chatbots are becoming increasingly valuable, particularly for eCommerce businesses with a high volume of support requests that bots can manage. Also, using promo codes and upcoming promotions to encourage customers through eCommerce call center services and chatbots is brilliant.

Remember that the most effective e-commerce customer service contact center does more than just deliver messages. They represent the brand identity. The same applies to a chatbot for an eCommerce company. Also, contact centers must brace themselves for automatic bots and other technology integration. 

According to estimates, the chatbot market will be worth $9.4 billion by 2024, with a 30% annual growth rate. It predicts that chatbots will become increasingly popular shortly, and this trend will continue to rise in the coming year and beyond.

Outbound Communication

Outbound messaging is a great way to reach out to customers. Given the amount of attention, implementing two-way interactions in which customers can respond while representatives or bots stand by to answer inquiries pays off in the eCommerce domain. 

4. Include a Personal Touch

Just because you’re in e-commerce doesn’t mean you shouldn’t try to get to know your customers better. Knowing your consumers more personally allows you to tailor your service and remind customers that your brand values their unique identities. Building trust and relationships through an eCommerce call center with a personalized experience can create a significant impact for any business in this industry.

Here are three simple ways an e-commerce customer support call center can personalize support:

  • Teach agents to ask for customers’ names at the outset of the session, whether over the phone or through chat assistance.
  • Train customer support workers to listen to and comprehend customer inquiries actively. Request that they express sympathy for the customer’s issues.
  • Teach representatives to gather as much data as they can regarding the preferences of the customer. It could include the items they prefer, their availability, and the communication channel they prefer when communicating with your company.
  • This type of information allows you to produce targeted marketing messages and predict future support services, thus assisting you in building deeper relationships with your customers.
  • Customers are more inclined to return and make repeat purchases when they feel valued and appreciated by businesses.

5. Be available at all times

Ensuring clients can always reach you is part of providing exceptional customer service and a critical step in satisfying them. For example, if you live in a different time zone than your consumers, always be available on their time through offshore eCommerce call center services or a chatbot assisting your customers. It promotes higher trust in your brand and business.

Customer service deserves your undivided attention. When it comes to improving customer service, one of the areas you should focus on is call center employee availability and 24/7 customer support.

In addition to being accessible, following up with consumers after the problem has been resolved is another strategy to increase satisfaction.


Your clients must believe you are on their side when encountering a problem. Following up to confirm that the problem was fixed correctly, that their questions were fully answered, or to determine satisfaction with the service are excellent ways to strengthen the relationship.

Contact the customer by phone or email, or have them complete a customer feedback form. Whatever you do, your goal should be to show them you are on their side and gain the trust and loyalty of the customers.

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