In today’s era, taking a cookie-cutter approach to designing communication systems for organizations across all industries is a recipe for disaster. The needs of one industry can hugely vary from another. So how can you expect desired results from a one-size-fits-all communication system?
That’s why HoduSoft specially engineers its contact center software and omnichannel CX suite solutions for e-commerce companies. Here is what you can expect from HoduSoft’s e-commerce contact center solutions.
1. Automated Features
HoduSoft’s e-commerce contact center solutions come equipped with a wide range of automated features such as Interactive Voice Response (IVR), AI-powered chatbots, and virtual assistants.
IVRs are the first point of contact for customers and e-commerce companies need to present appropriate menus and options to customers so that they get connected to the right agents. AI-powered chatbots and virtual assistants can work 24 hours a day, seven days a week, and provide round-the-clock availability.
2. CRM Integration
HoduSoft’s e-commerce contact center solutions come with cutting-edge customer relationship management (CRM) integration capabilities.
This integration enables e-commerce call center agents to access customer data from various sources such as purchase history, interaction logs, and preferences. When agents have a unified view of customer data, they are better able to provide personalized service.
3. Omnichannel Communication
Hodusoft’s e-commerce contact center solutions come equipped with omnichannel communication capabilities. That enables e-commerce contact centers to integrate audio calls, video calls, emails, chat, text messages, instant messages, and social media interactions into a single platform.
In today’s time, offering omnichannel communication is extremely essential because a majority of people are smartphone users. They prefer to contact businesses using a wide range of channels and expect omnichannel communication from them. By supporting omnichannel communication, you can empower your customers to contact your e-commerce contact center using their preferred communication channel.
4. Skill-based Call Routing
Hodusoft’s intelligent skill-based call routing system uses algorithms to direct calls to the most suitable agents based on their skills, availability, and previous interactions with the customer.
When customers are connected to the right agent, they are able to get their issues and queries resolved in the very first instance of contact.
5. Robust Security Features
Hodusoft’s e-commerce contact center solutions are replete with robust security features such as multi-factor authentication, two-step verification, access control, and more.
When e-commerce call centers are fortified with robust security features, they are safe from data breaches and cyberattacks.
