E-Commerce Customer Service Call Centers Reinforce the Customer Connection

Endicott Blog #1 July 22


Instead of burning gas and heading to a busy mall, modern day consumers are turning to the new era of shopping. The days of having to browse stores in-person aren’t entirely gone. With today’s online accessibility, however, taking to the internet to find a desired good or service has become the norm. From groceries to clothing and even automobiles, e-commerce has become a staple in consumer culture. Almost anything can now be purchased via computers, smartphones, and other devices. With the tap of a finger, shoppers can pick and choose what gets delivered to their doorstep next. 

One aspect that sets e-commerce apart from regular retail is the advantage of 24/7 access. Though in-person stores may close, having the capability to purchase things online at any hour of the day or night comes as a perk for customers who utilize e-commerce businesses. All the while, the ability to reach a national and global market becomes possible. Location creates limits for retail, while e-commerce provides an extended marketplace with less boundaries or restrictions. This industry is wide-reaching and constantly growing. That’s why it’s crucial for businesses operating in e-commerce to ensure they are creating lifelong customers.

Engaging with Customers to Boost a Brand

Reinforcing a brand with the tools required to keep customers both supported and connected gives an organization a competitive advantage. Since this industry is so saturated, it’s important to make sure the business stands out while also creating a positive reputation. So how is credibility built? Having a friendly and knowledgeable response team to support every interaction along the way is what puts a business in the lead. Customers are going to have questions, concerns, and need help navigating what they are after at times. Securing a call center support team that is readily available to assist with these inquiries lays the foundation for long-term success in the industry.

In order for customers to feel valued, they need to receive affirmative services that create exceptional experiences. When this is accomplished, there’s no doubt they’ll likely keep coming back. A Contact Center can help e-commerce businesses maximize engagement. Relationship management is truly the key to repeat business. This also leads to more referrals through recommendations. Additionally, happy customers tend to purchase more products. It’s a win, win! By outsourcing e-commerce customer service to professionals, a business can reach further and make greater impressions. There are three main drivers that influence purchase decisions:

  1. Customer Retention
  2. Customer Satisfaction
  3. Product Upsells

Businesses in the e-commerce industry must capitalize on every, single customer interaction. A multi-channel communication approach can make all the difference. With live agents always ready to assist at any hour of the day or night, this approach allows a business to communicate with a shopper at the exact moment they are contemplating their purchase. With their questions promptly answered, it’s easier for them to commit because they feel valued and heard. This helps build credibility as a trusted brand. What’s even better? Bilingual agents help to reach even further distances by closing the gaps in communication. There’s no better way to build a loyal network of happy shoppers than by utilizing e-commerce Customer Service with a trusted Call Center.

About Endicott Call Centers

Endicott Call Centers is a national call center company with omni-channel services. We are fully equipped to help you with your business and with any particular circumstances. We draw on decades of experience to help you make the right decisions for your business.

Endicott offers full-service virtual receptionists and a wide variety of other services to help you run your business more efficiently. With Endicott, you have access to:

  • Highly-trained, professional Agents & Receptionists
  • Customized scripts
  • Live agents 24 hours a day
  • 100% US-based locations
  • English & Spanish Speaking Agents
  • HIPAA-compliant For Medical Support
  • 24/7 Solutions for Dentists, Legal offices, eCommerce, and many other industries

Full access to call management and tracking tools that enable you to regularly monitor and evaluate our performance and help you manage your business effectively

Please request a quote or call 800-947-3227 to learn more about our solutions for creating exceptional customer service experiences for your clients. We’re happy to offer our insight into what your customers and employees seek from your company.