eCommerce Call Center Services

eCommerce call center services overview

Online shoppers are often looking for quick and convenient support. We help eCommerce brands like yours provide that excellent customer experience, by supplying you with a dedicated team of friendly and knowledgeable agents, using the most advanced and effective tools and processes available. Whether you need help with order status inquiries, billing, returns, or other parts of the eCommerce customer service process, we have you covered.

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Advanced technology integration

Vastly improve customer interactions with cutting-edge tools

24/7 availability

Your customers have full access to utilities support, day or night

Multichannel Support

Meet your customers where they are, using the channels they prefer to use

We understand the challenges of eCommerce

Whether you're facing rapid growth and high call volumes or need to find the best solutions to customer churn and the ever-evolving nature of buyer expectations, your eCommerce contact center is likely operating under constant pressure. ROI CX Solutions is here to help.

High volume customer inquiries during peak seasons

Complex return and exchange policies

Cart abandonment and missed sales opportunities

Negative reviews due to poor service or delays

Benefits of ROI CX’s eCommerce call center services

When you rely on ROI CX as your call center outsourcing partner, your eCommerce company can scale far more quickly, provide better customer service, and focus on the value-producing work that you excel at.

Focus on core activities

By outsourcing non-core activities, businesses like yours have the opportunity to focus your finite resources and efforts on their core competencies. This allows for better prioritization of product development, marketing, and strategic initiatives, giving your internal team more time for innovation.

Improved customer service

Working with ROI gives you access to 24/7 multilingual support services, as well as the ability to handle high volumes of customer inquiries, providing you with the competitive advantage of timely and professional responses at all hours.

Scalability and flexibility

Enjoy the ability to easily scale your operations, based on either seasonal demand or periods of long-term growth, flexibility that is extremely valuable in the eCommerce sector.

male office worker smiling at his computer

Why ROI CX?

With in-depth experience in eCommerce customer service, ROI CX Solutions understands the unique level of urgency, precision, and customization that customer retention can require. Each of our agents is thoroughly trained in the industry standards of eCommerce as well as your unique systems, seasonality, workflows, and brand voice, ensuring that your customers are receiving a seamless experience every time.

We avoid generic solutions in favor of solutions that are molded to your exact needs. Whether your company is a startup or an enterprise brand, we have the customer service solutions made for your specific goals, backed up by the best tech and the most flexible staffing models.

Automotive BPO services FAQ

What types of eCommerce support can be outsourced?

ROI has the ability to outsource a wide variety of eCommerce services, including tasks like order tracking, returns and exchanges, subscription management, product inquiries, billing support, and customer engagement via a variety of communication channels, like phone, email, chat, and social media.

Can outsourced agents access our order and inventory systems?

Yes. ROI integrates neatly with your existing eCommerce platforms and inventory systems, providing us with real-time visibility, allowing our agents to assist your customers accurately and efficiently.

Is 24/7 customer support available?

Yes. We provide 24/7 help, giving your customers the assistance they need at any time.

Do you support multiple communication channels?

Yes. Our omnichannel support includes a wide variety of customer support channels, including voice, live chat, email, SMS, and social media messaging, allowing you to meet customers where they already are.

Can you support us during peak periods or disaster events?

Yes. ROI specializes in scalable support, adapting quickly to seasonal spikes, promotional events, and unexpected volume surges in response to difficulties that occur in the wake of disasters, such as system outages or shipping delays.

Are your agents trained in eCommerce and product knowledge?

Each of our agents undergoes extensive training in eCommerce operations, as well as customer service best practices, and the specific necessary knowledge required to provide brand-aligned and knowledgeable support on your entire product catalog.

Can you scale support for seasonal spikes?

Yes. ROI offers highly flexible staffing models which allow for scaling up or down based on seasonal demand, all without compromising the quality of customer service.

How do you ensure quality and performance?

We provide real-time monitoring and performance metrics, as well as customer satisfaction surveys and regular coaching sessions to ensure that high service standards are preserved and that outcomes continuously improve.

Do you offer multilingual customer support?

Yes. We pride ourselves on our strong teams of multilingual agents, ready to support your global customer base, ready to assist you in expanding into new markets, as well as improving accessibility for your non-English-speaking customers.

Reviews

They helped us improve our service to both our residents and prospective residents. Their agents professionally handle our resident maintenance hotline 24/7 and prospective resident leasing. Our maintenance technicians get accurate service orders, which means repairs are completed more efficiently and they do a fantastic job qualifying and scheduling prospective residents.

- Devin

ROI CX Solutions has won over our team, and more importantly, our customers! Our customer satisfaction scores are higher than they’ve ever been, and our customers are sending positive feedback all the time. It has made all of the difference for them.

- Andy

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eCommerce Call Center Services

Power your brand with expert customer care