Customers who need assistance while shopping often contact customer service. Telecom, Inc. provides expert pre-sale and post-sale eCommerce support 24/7/365 across all channels. Our brand-specific solutions are custom-designed to address your customers’ needs at first contact while maintaining your brand messaging and business policies.
Customized eCommerce Support
Telecom’s solutions are custom-tailored to impact your customer’s experience with your brand positively. All facets of our delivery models can be modified, and we are happy to provide executive-level insight into best practices that have evolved since 1993. Business in the e-commerce and retail sectors is rarely static. Telecom offers the resources needed to effectively pivot as your business changes, applying experienced staff and advanced technology to implement modifications to your program seamlessly.
Telecom’s training is unique to your program and customers, resulting in customer experiences that create brand loyalty, build credibility, and drive sales. We offer models to assist with every step in the customer journey. Best practices are applied when training our staff and are tailored to your program.
Today’s shopper expects support to be available through multiple channels, not just via phone. Telecom’s omnichannel technology allows our staff to serve your customers however they prefer to communicate, including by phone, email, chat, social channels, and digital solutions.
We integrate with our client’s OMS and ecommerce platforms to provide timely and seamless service to your customers. Results are tracked for every interaction and measured against critical metrics such as first-call resolution, order conversion rates, order size, handle time, and customer satisfaction.
Your Answer to Seasonal Volume Needs
eCommerce and retail brands often have extreme incremental volume during seasonal peaks, and many employ a BPO contact center to assist them. Telecom excels in this role and is large enough to add capacity to your program expeditiously yet small enough to ensure that our executive team is ready to assist whenever you call on us.
All Telecom representatives provide support from within the USA and service from PCI DSS compliant workstations. Our advanced up-selling and cross-selling techniques are expertly applied to programs in this vertical, drawing from the teachings of industry leaders and our decades of experience.
Telecom’s Approach
Commonly found programs in eCommerce include Order Processing, Customer Service, and Product Recall Notifications.
eCommerce products sold and supported include consumer packaged goods (food and beverage, clothes, tobacco, makeup, household products, toys, and other consumables), manufactured goods, sporting goods, nutraceutical products and electronics.
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