Call Center Outsourcing Services for Retail and eCommerce Industry

Whether your business is a brick-and-mortar establishment or an ambitious eCommerce player, one success factor is common - exemplary customer service. As retailers and eCommerce companies seek to create an omni-channel experience for shoppers using the latest technology and best practices, a strategy that mixes traditional and new customer service channels to create a seamless, personalized and high-quality experience for customers must be employed as well.

Invensis Technologies is an expert Call Center Outsourcing Services company and enables retail and eCommerce companies to stay connected with customers. With more than 15 years of experience in delivering customized customer service for the requirements of global clients, we have the capability to implement a solution that is ideal for your business requirement. You can leverage our expertise in customer service to your advantage to gain cost and process efficiencies through outsourcing, and improve customer satisfaction and retention.

Outsourcing customer service to Invensis will give your retail or eCommerce company access to our robust 24x7x365 multi-channel contact center. Equipped with well-trained professionals and the latest call center technology, our contact center services the needs of your customers through: inbound and outbound voice support, web / live chat, email management, mobile SMS / text and IVR (self-service). With facilities for IVR, Automatic Call Distributor, Dialer, Voice Logger, Reporting Engine and more, our call center technology ensures that all your customer interactions are streamlined.

Call Center Outsourcing Services for Retail and eCommerce Industry

Outsource Customer Service to Improve Customer Experiences for Your Retail and eCommerce Business

We are among the leading customer service outsourcing companies and provide call center services for retailers, internet / eCommerce retailers, catalog and mail order companies, consumer product companies, direct response marketers, loyalty program companies, grocery store chains, hypermarkets, luxury retailers, multi-brand outlets, general merchandise stores, specialty stores, department stores, warehouse retailers, discount retailers, chain stores, multi-national retailers, and others.

How Invensis Addresses the Customer Service Challenges Faced by Retail and eCommerce Companies

Customer Service across Channels:

The number of online shoppers is on the increase, and as companies seek to optimize their digital shopping environments, they cannot afford to overlook the quality of customer service that they offer through web-based channels, in addition to traditional phone support. Partnering with Invensis for customer service enables retailers and eCommerce companies to provide necessary support to shoppers on all the communication channels that are in demand in the current business environment. These include: inbound and outbound voice call support, live chat, email management, mobile SMS / text, and IVR (self-service).

Consistency of Customer Care:

With the opening up of new markets, retailers and eCommerce companies can leverage new opportunities and expand their footprint. Orders can now also be placed online from any geography in the world, considerably widening the customer base of retail businesses. With people being given the power to buy products from different locations at physical stores or from the Internet, the need for consistent and seamless customer care comes into play. Invensis is an ISO 9001 certified company and ensures that customer interactions on any communication channel adhere to industry standards of call center etiquette. Our agents are rigorously trained in your brand values and effectively communicate what your brand stands for through conversations that are handled with confidence and sensitivity. We leverage cross-selling and up-selling opportunities to capitalize on the existing revenue base for your company.

Scalability:

For retailers and eCommerce players, sales and the holiday season are periods when footfalls and clicks dramatically increase. During these peak times of the year, having Invensis as your call center outsourcing partner will work to your advantage. We have the resources to ramp up the professionals and technology assigned to your work, and hence, will provide you with continued customer support through all stages of business and organizational expansion.

Streamlined Call Center Service through Single Vendor:

Invensis provides end-to-end customer service and by outsourcing to us, your company can reduce the hassle of multi-vendor management, facilitate consistency of customer service and eliminate the risk of outsourcing for your company.

Best-fit Technology:

Having the right technology to connect with your customers at your fingertips delivers process efficiencies by saving time and cost. Invensis employs the latest call center technology to ensure that inbound and outbound customer interactions are optimized. The technology we employ has facilities for IVR, Automatic Call Distributor, Dialer, Voice Logger, Reporting Engine, and more. Your business can also save on technology investment and maintenance costs as we take all measures to keep our technology updated.

Data-based Decisions:

With the aid of call center metrics and regular reports, you will be able to gauge valuable insights about your CRM strategies and can reconfigure them to suit your objectives. Key Performance Indicators (KPIs), such as First Call Resolution (FCR), Average Handling Time (AHT) and Abandoned Call Rate, give you visibility and control across the call center outsourcing process.

Data Security:

As an ISO 27001 certified organization, we adhere to stringent data security measures in our call center operations. Outsourcing to Invensis will ensure that customers trust your company and its customer service, and your business is able to build long-term client relationships.

What Sets Us Apart

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