eCommerce Call Center Services
In the e-commerce industry, building a strong reputation is everything.
You need to provide consistently positive experiences for all of your customers. A single negative review can tarnish your image in the online community and dramatically affect your sales.
86% of clients stop doing business with a company because of poor online customer service! So you need to make sure customer service is always a priority for your web-based business and part of your customer retention plan. It is essential that the first point of contact is professional, courteous, and convenient. That’s where Preferred DM’s e-commerce call center comes in.
PDM is an all-in-one sales, service, and logistics solutions provider for the e-commerce industry. Our operators have extensive experience and training dealing with web-based businesses and their customers. We are so much more than a simple answering service; we can process orders, manage help desks, and provide non-stop customer support. Our team works around the clock, 24 hours a day, 7 days a week, to solidify the reliable image of your company. Studies show that live-voice receptionists increase the success rate of e-commerce businesses by 94%, so with us on your side, consumers will feel confident in their decision to shop with you.
What We Can Do.
We have a team of more than 500 call center representatives that can comfortably handle upwards of 50,000 inbound calls a day. With bilingual staff fluent in English and Spanish, we are ready to work with all of your customers, whatever their needs might be. At PDM, we’re committed to prompt service, and we aim to answer all calls in 3 rings or less. Extensive internal quality control checks promise an error-free experience with every call.
24/7 Answering Service
There’s no telling when an online shopper will want to contact your business. Our agents are always available so that this dilemma can be avoided. Even if it’s after usual business hours, your customers will be met with a courteous operator every time, ready and waiting to respond to inquiries and answer questions following your list of FAQs. We are also able to monitor your online chat channel, with an option to call for those who would like live support.
Experts in Order Processing
Our experienced team integrates with your existing online software to manage orders and process sales. We can assist with billing concerns, process returns, and track shipments to help shoulder the responsibilities of your in-house staff. In addition, we can help callers locate local dealers to coordinate item pick-up.
Help Desk Support
If your customers have a problem with a product or service you sold them, it helps to have an around-the-clock team of help desk professionals ready to assist. We follow your support protocols, are able to address any minor issues you deem appropriate, and can escalate the call to the appropriate personnel within your company for more complex matters.
When you collaborate with our answering service business, you make a commitment to customer service excellence. We are one of the few call centers to have complete ISO 27001 certification and PCI compliance, ensuring that your customers’ data is safe in our hands. We also have a stringent in-house security protocol to keep protected information in, and unwanted parties out. Having our operators at your command will take your e-commerce business to the next level and help ensure brand loyalty.
When consumers are purchasing from a seemingly faceless online organization, presenting a professional image is essential. With us on your team, you can rest assured that your brand will be represented flawlessly each time we pick up the phone. Whether you are running a small e-commerce site or a large online store, your clients will appreciate the superior level of care that the right call center provides.
Reduced Operating Expenses
Our agents work remotely and virtually, negating the need for hiring and training new staff members. There is no expensive equipment to purchase, install, or maintain – we have your technological needs covered. Month-to-month contracts and by-the-minute billing mean that you will pay for only the operator time you use, potentially saving your company thousands of dollars. All of that translates to reduced out-of-pocket expenses and an increase in your bottom line.
When customers’ requests are coming in at a frenzied pace, chances are your employees are so busy managing order entry that they have little time for the day-to-day obligations of running your business. Our operators can help. Lifting the burden of an ever-ringing phone leads to increased productivity and happier employees.
We take pride in what we do, and our affordable, personalized support solutions will give your online store the competitive edge it needs to stand out from the crowd. Still not sure if we are the right fit for your business?