The e-commerce sector has been steadily growing over the past few years – COVID-19 and social distancing requirements only accelerated this trend. More people are shopping online than ever before and their expectations for the customer experience are at an all-time high. In fact, 74%
of consumers say they’re likely to buy based on experiences alone.
Why there is a need ?
Despite the importance of the e-commerce experience, many brands are failing to deliver. This is often because of how fragmented today’s customer journey is – people are pinballing between several different touchpoints before they make a purchase. A customer may discover your product from an ad on their smartphone, hop on their laptop to do more research, call your business to ask questions, and then ultimately make the purchase on their tablet. To truly own the e-commerce experience, you need to connect all these disparate channels and understand each customer’s needs. It’s especially important to connect your digital channels to your contact center – when customers call you, they tell you exactly what they want and how to make them happy. If you don’t have these insights, you may miss out on valuable revenue opportunities. Call centers have helped businesses across all segments, but arguably, e-commerce is the only segment that has benefited the most from the ongoing pandemic. For e-commerce, customer expectation is one vital factor that demands high focus to stay in the competition. As customers aren’t only interested in product purchases these days- they look for overall experiences. It makes customer support an inescapable part of every business.