Important Call Routing Rules For E-commerce Businesses

By Author: Mike Hussain
Total Articles: 64
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E-commerce is one of the rapidly growing industries in the world. People all across the globe have started shopping online. From shoes to jewelry, everything is purchased online. Along with online shoppers, online stores have also increased. Increasing buyers and retaining them has become quite a challenge for eCommerce stores. Therefore, focusing on alluring offers and excellent customer service has become necessary for eCommerce businesses.

To increase new buyers and encourage them to retain to the same brand, eCommerce companies have to use technological tools. The omnichannel call center solution is one of the must-have tools in the eCommerce business. An omnichannel call center solution comes with multiple features. One of the most important features available in this software is call routing rules.
A call center solution can have multiple call routing rules. Depending on the vendor and purchased package, an e-commerce store can get different features for routing a call. Out of all available call routing rules, there are some, which are the most important ones. Let me share the two most important call routing ...
... rules that a call center solution for an eCommerce store must-have.

1. Skill-based call routing

When a call center calls at the eCommerce support center to get a resolution related to their query or concern, an IVR will be played by the call center solution. This IVR will collect different information such as preferred language, the nature of the issue, product related to which the customer has an issue, etc. When an eCommerce store uses skill based call routing feature, the call center solution maps the answers collected from the caller by an IVR with the skill set of agents. The call center solution adds the caller or customer into the call queue of the agent who is most skilled to resolve the query or concern of the caller or customer.
This feature helps in assuring that the agent has the required skills to resolve the customers’ concerns. This call routing rule makes sure within a minimum time, the issues can be resolved. This impresses the customers. Moreover, it saves time, so agents can handle more customers quickly. This not only increases productivity, but also increases customer satisfaction. Thus, it is a must-have feature in the contact center solution of eCommerce businesses.

2. Sticky agent

It is another must-have feature in the call center solutions of online stores. This feature makes sure that every time a customer calls at the support center of the eCommerce store, he/ she gets connected to the same agent. This feature is very important in handling furious customers or clients that have been contacting the call center for a long and not getting the expected response. When the customer connects to the same agent, he/ she does not need to explain the same issue and the agent also does not need to spend time fetching past conversations. This helps in assuring customers feel valued. It helps in improving customer delight. It also helps in increasing productivity.

These two are must-have call routing rules for eCommerce stores.

Author Bio

Author works in a company that offers a hosted call center solution, omnichannel call center software, cloud call center solution, VICIDial customization for open source call center solution, and similar solutions related to the call center industry. It also offers custom integrations for call center solutions.