Telephone in e-commerce service: 6 facts

The rapid growth of new client communication channels, such as chats, Facebook or mobile applications, seems to indicate that telephone service will no longer be necessary soon. So, in that case, is it worth improving corporate telephone helplines? Do customers, also the younger ones, still need quality telephone service?

Call routing – advanced solutions

Routing of incoming calls and redirecting them automatically to appropriate departments are today’s basis for efficient customer service. Thanks to special solutions, the major customers are served immediately, difficult problems are forwarded to the most competent agents straight away, and external consultants engage to provide support in case of long queues.

How does call routing work?

A few customers telephone a company at the same time, which completely prevents others from making a connection. On top of that, other customers ask questions on the chat, and there are e-mails and website contact forms to be answered… Who to serve first? And who should serve them? The routing function provides a solution here. Routing was first used for managing telephone calls, therefore it is quite often referred to as ‘call routing’. Explained below are the routing principles, […]

E-mail to a customer – 10 common mistakes

Long, confusing, riddled with attachments and graphics, without key information – such e-mails are a disaster when dealing with customers. They leave a terrible impression and effectively discourage purchase. Which errors in e-mail correspondence with customers should be avoided at any cost?