Customer service in ecommerce is even more fundamental than in the physical environment, where the buyer is face to face with the seller. Although on the online there are other ways to gain confidence, many customers seek human contact. Whether to solve doubts, communicate problems, know the status of your order or simply “know that there is someone there.”From the beginning of our eComm360 trajectory we have placed a lot of emphasis on customer care. However, we know that it is an obstacle to our customers. Manage consultations and at the same time attending to the day-to-day of a business prevents focusing on the important objectives, and if the volume of requests increases, it will end up requiring extra investment in staff or in specialized companies.In order to facilitate the daily work of our customers, in eComm360 we have formed partnership with Zentio, an expert customer service provider. Its services are thus part of our own, and are available to eComm360 customers at an unbeatable price.A customer service that guarantees professionalism and speed in the response, and which is above all adapted to the needs of the customer, without fixed costs or losses due to overstatement. Zentio makes available to eComm360 customers a team of professionals specialized in the care of simultaneous conversations, and prepared to address the concerns of users on various channels.
Chat
Chat attention in commercial hours or to be defined by the customer, and by an expert team capable of communicating up to 5 languages. Customizable chat interface and access to statistics through Google Analytics.
Calls
Attention in commercial hours or to define, also in 5 languages, with welcome messages and personalized IVR. Quarterly reports on service performance and choice between local numbering, 900 or 902.
Email responses in less than one hour in commercial hours and with 7 languages available. Custom mail address, incorporated corporate image and, of course, service performance reports.And for those who seek to simply manage the attention to their users in a simple and effective way, Zentio has designed the Omnichannel software, which allows the ecommerce team to respond to the doubts from any channel through a single platform.All these services are offered with the quality assurance of eComm360, which has bet on this partnership as the best option to respond to your customers’ needs.
