Must Have Communication Tools In An E-commerce Business

By Author: Mike
Total Articles: 64
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The trend of shopping online has been here for many years, but the COVID 19 pandemic has boosted this wave of online shopping. This has boomed e-commerce business. From renowned online shopping portals to just launched eCommerce stores have started gaining high revenue and returns over investment (ROI).

Along with having the best products and on-time delivery to offer, an online store also needs to have a reliable business communication ecosystem in place. In the e-commerce industry, you cannot rely on traditional telecommunication tools and you need the top unified communication solutions as explained in this article hereunder.

1. Omnichannel contact center solution

An online store needs multiple communication solutions, which are now available as integrated features into an omnichannel contact center solution.

Below is the list of features of an omnichannel call center solution that is a communication solution needed in an online store:

IVR system to respond to buyers and clients and resolve their common questions autonomously.

Advanced call distribution (ACD) rules to connect the ...
... caller to the right agent.

SMS support to send ticket numbers and purchase alerts to clients.
WhatsApp and live chat support to let customers connect with an agent to have a live chat.

Social media based communication supports listening to clients’ comments and direct messages and responding to them via a call center solution.

2. CRM system with call center CRM integration

The e-commerce industry is a highly competitive industry and to stand out, it is necessary to level up your customer service game. A CRM (Customer Relationship Management) solution can help in storing client information that can be used to recommend relevant and buying pattern based products. You should also have a call center CRM integration based solution, so whenever a customer needs any support from your support team, your agents can use customer information to provide context based responses. You can build a better relationship and win customer loyalty with personalized conversations.

3. Multi tenant IP PBX solution

Your team will need to communicate internally about various aspects of delivering the best customer service and staying on the top of your sales game. The call center software provides an internal chat feature, call transfer, and call forwarding feature, but an IP PBX solution is much more advanced when we talk about building the best communication and collaboration ecosystem for an online shopping business.

The multi tenant IP PBX solution will help in having a centralized collaboration system if you have multiple branches of your store. Even if you don’t have multiple branches, you might be collaborating with a shipment agency, suppliers and vendors, stock and warehousing team, etc. The multi tenant IP PBX solution helps in building a strong and centralized internal communication system.

Conclusion

These are three major communication solutions that all online store owners must have to level up their business in a highly competitive eCommerce market. Depending on your business reach and size, you can choose to use one or all of these unified communication and collaboration solutions.