Why Ecommerce Portals Can’t Do Without an Order Taking Call Center?

Ecommerce business platforms are rising in stature very quickly. Brick and mortar stores are losing out to the convenience offered by these online platforms. Just browse, click and pay; and the product will be delivered right to your doorsteps! Who doesn’t want a comfortable experience like this? The only hindrance of ecommerce portals is that they lack the human touch. As every transaction is performed over the computers, customers do not build any rapport with the brand. So, when things start going bad, you do not have any personal relations to get you out of a difficult situation. This is where customer care and order taking services come into the picture.

The Need for Order Taking Call Center

Although it is possible to use FAQs and Live Chat for supporting customers in their hour of need, they are not sustainable by themselves. There is an exigent need to complement online help with human support i.e. voice-based customer care and order taking call center. Below are some reasons why:

Less technology savvy people would struggle online

Not all individuals who order have the bare-minimum computer/smartphone operating skills to order online. For example, many people who order COD (Cash on Delivery) would browse online stores to select what they want to purchase but shy away from clicking the link and make online payment. For these people, you need phone-based order taking services as part of your business operation.

Support during downtimes and technical issues

Online servers hosted on the cloud are very reliable nowadays, but they do eventually crash when the load on them rises beyond the threshold value. In such crisis, you need a customer service and order taking call center that can support customers. For example, if a customer was in the middle of an order and server crashed, he might be stuck at the payment gateway. There are chances that the amount might have been deducted from the bank account without an order being placed. To provide help to customers trapped in such difficult situations, order taking services can be used.

Improves brand image

An order taking call center services tells the world that you are a full-fledged operation. It adds stars to your business operation, and builds your reputation in front of potential customers. So, apart from the direct advantages in your day-to-day operations, you also benefit from the indirect publicity and positive word-of-mouth that your brand receives.

Virtues of The Best Order Taking Services

If you are planning to outsource order taking services, then you should know about the most desirable attributes of your vendor. Have a look at some key virtues of an outsourcing vendor:

Quality CRM and other call center software

An order taking call center relies greatly on the call center software utilized. A CRM that can organize the whole workflow is a great asset for your order taking services. Look for a company that already has the best call center software, and your entire ecommerce business will benefit greatly.

Ability to scale

When the scale of your ecommerce business grows, your vendor should be capable enough to increase the manpower according to the need. A completely scalable call center outsourcing company like Call Center Globally has access to a perennial supply of talent, and can help you meet any requirement.