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Ecommerce

The ecommerce increasingly need more resources to attract the target audience. You have to position the website correctly, execute campaigns and online marketing actions. After these actions, you have to measure and analyze the customer journey; since the client accesses the page until the end of the visit.

Our Contact Center helps these companies to solve their specific difficulties. Both possible problems in transactions and technical incidents or other queries. With our Customer Care and supported by the service of issuing calls, we managed to offer a good experience for the client such as: completion of purchases, reactivation of purchases, assistance to the online shopping process, cross-selling, satisfaction surveys, etc. .

Customer Care for Ecommerce

Challenges

High volume of telephone and online requests (through the web, app, telephone or email) during online and offline campaigns Processes or incomplete requests from clients

Need information about the different products, terms, costs, site operation, app, etc. by customers

High volume of user documentation to check and confirm.

Solutions

Experienced teams for Ecommerce
A very agile worker profile is required, capable of knowing different technologies and working with them, assuming changes in the environment and frequent technologies so that the company stays on top. It is necessary that the customer service of the company also provide knowledge of customer management in traditional and non-native digital brands to give greater strength to the service and generate customer safety and an adequate customer experience. The profile of the agents must be specific and according to the work of Customer Service and Back office. Continuous training sessions should be held and improvements should be implemented periodically. The work must be systematic and continued over time. Cosmos has more than 500 trained agents.

Contact center technology
Our Contact Center tool is based on a predictive / progressive dialing engine capable of monitoring and listening, evaluating the Collection Ratios and monitoring the states of the different DBBD, obtaining all the reports that we need on time. real, monitor live operations, etc.

What our clients say about us

  • Queremos certificar la correcta ejecución del servicio prestado por la empresa respecto a asesoramiento en investigación de mercado. Los requisitos del proyecto fueron satisfechos en los tiempos y las condiciones acordadas con nosotros. El servicio se realizó con total profesionalidad y amabilidad por parte del equipo de Cosmos.

    Accenture
    Outsourcing Services
  • We would like to expressly confirm our satisfaction with the performance of the Customer Care services provided to the Hispasat Group by Cosmos Call Center.

    The ongoing services contracted for Customer Care include the twenty four hours seven days per week management of incidences, complaints and requests. Cosmos is offering excellent services to our clientes in Europe as well as abroad in North America and South America .

    Hispasat
    Quality of Service
  • Queremos ratificar la correcta ejecución del servicio de Customer Care que presta la empresa desde hace ya aproximadamente 5 años a nuestra compañía. El servicio consiste en la Atención al Cliente para los clientes de productos de marca propia de Supermercados E lecrerc en España. Mediante el mismo se brinda asesoramiento, información y gestión de incidencias de los ususarios. El servicio se realiza con profesionalidad, cordialidad y eficacia por parte del equipo de Cosmos.

    E.Lecrerc
    Hipermercados
  • Queremos certificar la correcta ejecución del servicio de atención al cliente y venta de entradas del Festival Starlite Marbella (idiomas castellano, inglés, francés)
    Recomendamos ampliamente a la empresa Cosmos Call Center como proveedor de servicios de atención al cliente y telemarketing.

    Starlite Marbella
    Alberto Villanueva Ticketing Deparment
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