How Cloud Telephony help eCommerce Sector at every stage of Customer life Cycle
There are numerous reasons for growth of
, I would
like to throw attention on technology. If we study the evolution of new technologies
like cloud solution and big data. Both technologies (cloud solution and big
data) & ecommerce grown and matured in the same year (2010-15). We can even
say ecommerce and many new technologies thrived due to e-commerce
companies. cloud solution
companies were early adopters of advanced technologies,
which helped the cloud technologies to overcome the initial resistance phase in
ecommerce , at the same time the cloud solutions also helped
technology life cycle companies in every aspect of their business from making of new
product to helping them in better customer service. In fact, it was these
technologies that have given ecommerce to competitive edge companies over brick
& motor companies. ecommerce
One such technology is “cloud Telephony” & “Cloud Call center Solution”. The cloud telephony is next generation telecommunication technology is predominately used by B2C businesses. The Cloud Telephony companies have helped eCommerce companies at every stage of customer life cycle, let’s see how it is done:
Marketing & Sales:
companies, marketing and sales are predominantly
done on web or social media. The promotional campaign via email marketing, text
SMS, voice, SMS, missed call marketing campaign can be done in a very effective
way by cloud call center solution. ecommerce
- IVR Blast: Companies can run bulk SMS (text & voice) Campaign via web based IVR blast solution, its user friendly have inbuilt real time analytics and dashboard to track all the campaign. It can easily be integrated with CRM to make the campaign more streamline.
- Improve inbound lead: The advanced call center provides Click2Call & live chat software, these tools are very effective in converting website visitors to leads.
: In Remarketing many customers, drops out at the last step of conversion. These customers could be converted, if we immediately contact via phone and provide immediate help to the customers. It can in a more productive way in cloud call center ecommerce
Service & Support
In eCommerce industry, the c
ustomer care executive is of
the organization, the below picture clearly shows, how a customer face with the contact center in complete buying process. The customer continuously interact center support in need contact . The cloud call center solution provides all the necessary
technology required to run the contact center in an effective way. entire buying cycle
- Cloud IVR: Many customer queries like current status of order,
cancellation of order, refund status etc.
be answered instantly. The cloud IVR can
- Current status of logistics or ordered item: Most of the customer is worried about the current status of
logistics, cloud solution can easily provide the logistics status to the
customers via email, text
and voice sms . sms
- Distributed Call center
To provide best service to customer and to : local available skills optimally, many use the companies ecommerce to have call center at multiple geographical location, with cloud solution is prefer companies can easily set up call center at multiple location and can manage all the location from ecommerce . centralized location
- Instant connect with customer care executive: The Omni-channel cloud call center solution could, could
help companies get connected with customers via all channels i.e.
, chat and social media. The new solution like click2call and live chat software can instantly customer with the customer care.
of Customer: In Information age, mobile number is not just a
number, it has become an identity of a person, and for sustainable growth it is
essential to secure the number from any kind of misuse. By cloud based
telephony solution the companies can mask the customer number so that it doesn’t
get distributed to all the people in
. Ola Cabs & Uber have taken initiative in this direction, have started masking all customers' numbers. supply chain
recording and Monitoring:
The monitoring of customer call and recording is
of call center solution, with cloud call center companies can monitor calls from anywhere at any time. basic feature
For any business, the cost of acquiring a new customer is very high compared to retaining the existing customer. With fierce competition among
, cloud call center could also
help ecommerce customer retention. in
of angry customer:
along with skill based routing in advanced sentiment analysis technique , we could pacify the angry customer and could retain the customer. As we get call center from angry customers, if we forward the call to the person expert in handing that situation, the probability of retaining the customer could increase. call
- Run promotional campaign: The new offering and discount for existing customer could be run in more effective with cloud call center.
information: With proactive and prompt transactional message via all the channels, the customer will be well informed. This can increase customer satisfaction and could be crucial in retaining the customer. transactional
Apart from managing the customer life cycle, Cloud contact center solution is very flexible and highly scalable solution.
can easily scale up or
down the number of seats, meet immediate and seasonal demand, and customize
solution that suits the business needs.
The proper cloud call center solution provide Organization of lot and real time report help in analyzing the overall performance of contact center and help in taking important business
Ozonetel System Private Limited
About Ozonetel: Ozonetel Systems is an India based Cloud Telephony Solution provider.
is the only Indian company that developed the complete cloud
telephony platform and provide complete cloud contact center solution,
multichannel ( i.e. Voice, email, social media, SMS, live
chat. Click2CAll) communication solution. Ozonetel
For more, please visit us over the web at www.ozonetel.com< http://ozonetel.com/> or just click here
(http://ozonetel.com/customersignup.html) for a free demo
(http://ozonetel.com/customersignup.html) for a free demo