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One of the leading providers of customer engagement solution for ecommerce industry is Lgorithm Solutions, which has helped more than 1500 clients across 7 countries in revamping their inbound & outbound dialer process.
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Welcome to www.lgorithmsolutions.com Sales Force Automation Tool to improve Business Productivity Source Link - http://goo.gl/pYr5GJ
Source Link - http://goo.gl/pYr5GJ Filipinos love going to the mall, which for decades has been a big part of the everyday lifestyle, where the youth congregate, families bond, and everyone hangs out to escape the sweltering heat. It’s no wonder, then, that the country is home to three of the world’s biggest malls, including the biggest one in Southeast Asia - the SM Megamall.
In recent years, the love for shopping has spilled over in a big way to the online world, as more and more Filipinos are starting to embrace e-commerce. Having been one of the most active users especially for online research and social media activities, Filipinos are starting to spend lesser time at the malls with online stores mushrooming over the past few years offering a more convenient alternative to shopping making Philippines. The e-commerce industry in the country is expected to grow by 101.4 percent by 2018 from $1.15 billion in 2013, according to the Philippine E-Commerce Outlook 2018.
Philippine e-commerce sales reached P79 billion or 0.6 % of the country’s total income in 2012. More than 76.2 % or P60.17 billion of which is accounted for by the services sector to include transport and storage, administrative and support service activities, and wholesale retail trade. The National Capital Region ranks first in terms of the E-commerce sale at P62.31 billion followed by the Central Visayas and Western Visayas. The country’s growing internet population with estimate growth of 530% over the past five years is significant component to the e-commerce industry. Out of the country’s 101. 1 million populations, 44 % are active internet users, 42% are active social media users, 113% have mobile connections; and 36% are active mobile users.
But Are you ready to take a bigger share of the ecommerce market? Are you technologically advanced than other ecommerce companies? Do you have a good connection and penetration rates? Do you have improved retention rates? With many of the small ecommerce start-ups blooming in the country selling more or less the same product and almost at the same price it is hard to differentiate one from another. Here one can differentiate from others only on the basis of service and quality. Many service factors are involved in projecting an ecommerce start-up as a customer oriented organization such as Customer service Quality, CSAT (customer satisfaction) score, service delivery, offer knowledge etc.
Giving customers multiple touch points to reach to you via various channels such as chat, social media, voice, email etc would help you in reaching out to more customers leading to increased sales. Once the customer is acquired you need to give them personalized services to ensure that he/she stays with you only. For this you not only need good trained customer service representatives but also a technology which can propel you ahead of competition.
One of the leading providers of customer engagement solution for ecommerce industry is Lgorithm Solutions, which has helped more than 1500 clients across 7 countries in revamping their inbound & outbound process. With its innovative and patent pending technology and features it has helped many ecommerce companies to not only increase their customer outreach but also has helped them in increasing their customer retention rates by providing the customers with personalized customer care.
Few of the innovative features of Lgorithm’s Next Generation Contact Center suite are as follows: Minimizing Routine Enquiries by Pro-Active outreach - Most of the daily customer interactions comprise of inquires of the order status, confirmations etc. This should be minimized by an effective out-reach system that pro-actively connects to the customers via multiple communications channels including Phone, SMS, Email.
Not missing a single CustomerCall - Any e-commerce business just cannot afford to miss a single call from customer. The missed call could mean a lost business opportunity or further annoying a Unsatisfied customer which could be disastrous for any B2C business. Giving special attention to Repeat Calls - It is very important that an e-commerce business is keeping a close watch on the kind of customer calls they receive. If there are repeat calls from a customer, connecting him/ her to the right agent can make all the difference to the experience he/ she takes back home.
Cart Dropouts/ PG Dropouts - Customer receives a call or message via chat as soon as he drops items from the cart. Agent then can give special discounted pricing to enforce the buying process. Customer Verification Process - Automatic verification can be done over self service IVR to give customer access to order details, tracking etc, and all this can be done without human intervention or without utilizing a single agent.
POD Verification Process - Agents can call the customer once he chooses the Payment on Delivery option and verify the genuinenity of the order. This not only saves time but also saves on the delivery cost as all the orders are pre-verified. Delivery Schedule Confirmation - Prior Delivery Confirmation - A confirmation/delivery schedule helps the customer to receive the product by choosing his/her convenient time. Our system send messages to confirm the delivery time and schedule and if customer is not present agent can give them a call to re-schedule the delivery.
On Non Deliverable of Orders - Once a delivery attempt is made, and is unsuccessful then a message or call can be sent to the customer to reschedule the delivery and update him/her on the same. Masking of contact details of customer and seller - Agents cannot see the details of either the customer or the Seller. This helps in preventing fraudulent incidents and ensures data security.
Still thinking on how to take your ecommerce business to next level. Stop thinking and just reach out to Lgorithm Solutions. With special vertical knowledge Lgorithm Solutions has helped many ecommerce companies in reducing cost of operations and increase the productivity, thereby increasing profits.
For more information on how Lgorithm solution can help you re-invent your customer engagement process kindly visit www.lgorithmsolutions.com or write to us at sales@lgorithmsolutions.com . You can also give a miss call to reach our solution experts at +63 9173126202 or +63 9150947403. Also you can request a demo by sending message on Skype at lgorithmsolutions.
