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. .
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.
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.
