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Ecommerce contact centre

Handling lots of phone calls and inquiries? See how Dialpad can help your ecommerce contact centre provide a better customer experience, improve customer loyalty, and more. Book a product tour to see how easy it is to use!


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How can ecommerce businesses use contact centre solutions?

In most cases, an ecommerce contact centre team handles the majority of a company’s customer care.

In these businesses, a major part of the contact centre or call centre agents’ roles is to manage customer needs and make sure the customer experience is as smooth as possible. Every inbound call, social media interaction, and even SMS message should, ideally, end with a happy customer.

A good ecommerce contact centre platform empowers agents to do that (in addition to other more revenue-driven responsibilities, like upselling and cross-selling).

Essential features in ecommerce contact centre software: What you get with Dialpad

So, what should you look for if you run an ecommerce call centre?

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Drag-and-drop chatbots

No coding needed. With Dialpad, you can take full control of your customer journey from shopping to cart checkout. Create chatbots and design dialogue flows with questions and answers—and even include images and video instead of just having text-based answers—with just a few clicks.

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Easy call routing

Why pay for an answering service? With Dialpad's easy-to-customize IVR and call routing options, you can let your callers route themselves to the right department and self-service to find answers to basic questions like store hours and refund policies. Dialpad's analytics even show you which IVR options are being used the most (and least) so you can continuously optimize your menu!

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Built-in analytics

How many phone calls are you getting? How many calls are being abandoned or missed? What are customers asking about? These metrics and KPIs are important for ecommerce contact centre managers to have on hand in real time (instead of after the fact), and Dialpad’s contact centre platform has built-in heat maps and dashboards showing exactly that.

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Real-time transcriptions

Dialpad Ai can not only transcribe phone calls in real time, but also track how often keywords come up (like "pricing" or "refunds"). With this data, managers can spot problem areas early—and train agents on how to answer those questions.

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Making super-supervisors

Another fun thing about Dialpad Ai: It can analyze sentiment in real time and show supervisors which calls are going south. This way, it's easier to monitor multiple active calls. And when they do spot a call with negative sentiment, they can open up that real-time transcript to get more context before deciding whether to jump in and help the agent.

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RTA cards: Your agents' BFF

When agents get tricky questions (which can happen a lot), Dialpad Ai can even automatically pop up RTA (Real-time Assist) cards, which are basically notes tailored to that specific topic—in real time as the question is asked. Instead of personally helping on every call, call centre supervisors can create these RTA cards for any number of topics (like "pricing" or a new feature that customers are asking a lot about) to train and help agents at scale.

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Get set up in minutes

Let's face it. Most ecommerce call centre solutions aren't easy to set up. Want to add phone numbers or move agents to different departments? Change your dialing menu or your in-queue callback settings? You used to have to contact customer support and wait for hours or days to implement those changes. With Dialpad, you can do all that in minutes, right from your online dashboard.

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Advanced WFM/QM capabilities

Want to go even further? Dialpad also integrates with Playvox to give you WFM and QM (quality management) capabilities like gamification, schedule adherence, forecasting and more.

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24/7 support

Your ecommerce contact centre's helpdesk is probably open around the clock. So is Dialpad's, with 24/7 phone, web, and live chat customer support—worldwide. Want to self-service? No problem. We have a detailed online knowledge base that you can check whenever you want.

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All your channels in one place

Compared to call centre services, contact centre solutions give you other communication channels (sometimes called omnichannel) too, whether that's natively or through integrations. That means that beyond just outbound and inbound calls, your agents will be able to manage SMS conversations, live chat, social media, and more. Dialpad, for instance, lets your ecommerce team handle not only phone calls but also digital channels.

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Integrations with your favourite tools

If you're like most ecommerce call centre teams, you're probably using a bunch of different tools, from CRMs like HubSpot or Salesforce to ticketing tools like Zendesk. Dialpad integrates with a range of different ecommerce business software, and can embed a CTI dialer right in those tools so agents can take calls without switching back and forth between tabs. (There's also an API that lets you build custom integrations!)

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Robust security standards

Many businesses in the ecommerce industry rely on not only the online shopping experience, but also the over-the-phone experience. That means your agents should always be equipped to take payments safely and securely over the phone. Dialpad helps you stay compliant with SOC2 Type II, HIPAA, and GDPR—and more importantly, can help you maintain PCI compliance through its APIs.

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Coaching playlists

Speaking of recordings, you can also create playlists of the best (or worst) calls your team has had with customers, so that new hires and even more seasoned agents can listen to these playlists and learn on their own time.

Looking for ecommerce call centre software?

Book a demo with our team or, take a self-guided interactive tour of the app!

Dialpad's Ai Contact Centre vs. other contact centre platforms

FEATURES
🌟 Native capabilities
Owns all of its own technology and features—including AI, real-time transcription, omnichannel, and self-service chatbot functionality.
Typically needs partner integrations / third-party tools to provide full range of functionality, like AI, transcription, and omnichannel support.
⏰ Time-to-Value (TTV)
Setting up a new contact centre takes as little as a few minutes thanks to Dialpad’s cloud-native platform and menu-driven self-configuration.
Setting up new users can take days or weeks, requiring significant professional services involvement.
📈 Scalability
Incredibly easy to scale up and down—you can add and remove call queues, and hundreds of users all on your own!
Can scale up (more easily with cloud than on-prem platforms), but difficult to scale users back down if business is only seasonally busy (even for cloud solutions).
💰 Total Cost of Ownership (TCO)
Dialpad offers transparent pricing, high-value bundles of capabilities, and support is always included in all plans.
May entice customers with a low initial price point that doesn’t include many needed features.
🌟 Native capabilities
Owns all of its own technology and features—including AI, real-time transcription, omnichannel, and self-service chatbot functionality.
Typically needs partner integrations / third-party tools to provide full range of functionality, like AI, transcription, and omnichannel support.
⏰ Time-to-Value (TTV)
Setting up a new contact centre takes as little as a few minutes thanks to Dialpad’s cloud-native platform and menu-driven self-configuration.
Setting up new users can take days or weeks, requiring significant professional services involvement.
📈 Scalability
Incredibly easy to scale up and down—you can add and remove call queues, and hundreds of users all on your own!
Can scale up (more easily with cloud than on-prem platforms), but difficult to scale users back down if business is only seasonally busy (even for cloud solutions).
💰 Total Cost of Ownership (TCO)
Dialpad offers transparent pricing, high-value bundles of capabilities, and support is always included in all plans.
May entice customers with a low initial price point that doesn’t include many needed features.

The benefits of a good ecommerce call centre service or solution

You'll see improved customer satisfaction

One of your agents' and supervisors' most important tasks is to maintain—and improve—customer satisfaction (which then leads to other nice things like brand loyalty, higher retention, and more revenue). No matter where those customer interactions are happening, whether it's over the phone or line, your team should be able to respond quickly, and with the right answers. If they're handling high call volumes, then having the right tools is absolutely essential.

You'll have a much easier time scaling up (or down)

One of the biggest advantages of using a cloud contact centre (as opposed to an on-premises call centre service) is it tends to be much easier to scale up quickly. Need to hire a bunch of new agents to prepare for big online shopping periods or holiday season? A good solution should let you add and remove agents, and manage their accounts on your own without heavy IT resources.

You'll have a better idea of how your company is actually performing

Some (not all!) ecommerce contact centre solutions have built-in analytics that give you key data points at a glance, whether it's call volume patterns or customer satisfaction (Dialpad has a CSAT survey feature that you can set up easily in a few seconds). The most important thing is they make it easy for you to access these KPIs and metrics, which also makes it easier to pinpoint where you might need to have more staff available, or do some extra training on new products.

🔎 Further reading:

Tecovas is a direct-to-consumer western boots and accessories brand built on handmade quality products and incredible service—which means they want to make sure their customer support team is the best it can be. See how they're using Dialpad and its Kustomer integration to scale their ecommerce business at a blistering pace!

Running an ecommerce company? Need a communications upgrade?

Whether your ecommerce call centre or contact centre team handles order taking or customer service calls, omnichannel or single-channel communications…

Having the right contact centre software or service provider is essential.

Dialpad’s contact centre platform can help you improve customer satisfaction, and just provide a better customer experience overall. See how it works with a product tour!

Managing an ecommerce customer service team?

Dialpad can help your agents' (and supervisors') lives easier. Book a product tour to get a personal walkthrough!

FAQs about ecommerce contact centre solutions

How long does Dialpad take to deploy?

When you use Dialpad, you can get set up relatively quickly and easily. All you need to do is sign up for one of our contact centre plans, install the app on your desktop or mobile devices, and you're good to go. (You'll get set up with virtual phone numbers when you sign up.)

What is the maximum number of call centre agents Dialpad can support?

What is the maximum number of callers we can have in the queue?

Does Dialpad offer out of the box integrations?

Does Dialpad have call blocking functionality?

What coaching features should an ecommerce call centre team look for?

How long will Dialpad store my call recordings?

Is it possible to export call logs?