eCommerce Customer Service

Ring. Ring.
“I’ll let that go to voicemail,” you may say, busy packing an order.
“I’ll call another store,” says the client, frustrated.

Busy eCommerce store owners wear many hats; but, all these hats cannot be worn at once. Sometimes, as a store owner you have to choose between updating your store, answering the phone, or doing another very important task. But customer service should be your first priority — there’s a potential sale on the other end of the line and you don’t want to lose it.

And the hours. Having an eCommerce store allows you to reach a wider audience who may be shopping after you’ve left the office for the day. Even if you can handle your call volume while at work, what about when you are not there? Voicemail cannot help. In fact, it could be hurting your business.

If you need help answering the phones, congratulations. That’s a good thing. Welcome to Solid Cactus. We can help.

A Foundation Built on eCommerce

Solid Cactus Call Center knows eCommerce better than any company offering customer service solutions to online businesses. In fact, the foundation of our call center IS eCommerce, built with busy business owners like you in mind. Our parent company, Solid Cactus, has been an eCommerce website design company since 2001, and has since branched out to offer much-needed solutions for growing eCommerce businesses, including internet marketing services and a eCommerce shopping cart.

Solid Cactus Call Center is more than just a customer service solution: we’re an extension of your sales team. Our call center employs friendly, English-speaking, sales-oriented representatives who work in a professional, secure office facility in Northeast Pennsylvania.

Capture More Sales with Call Center Services

There are many reasons an online shopper would need to contact an eCommerce store before a sale is even made. Being able to answer questions immediately supports the buying decision and builds customer confidence. Offering customer service after the sale builds trust, creates repeat business and eliminates or reduces returns or refunds. Customers have lots of questions:

• Confirming an item is in-stock and available for purchase
• Confirming availability of a particular option, like a color or a size
• Asking about a return policy
• Finding out when an item will arrive if ordered by a certain time
• Getting more product information
• Checking order status
• Making changes or additions to an order
• Asking about return or exchange policies
• Handle any other customer concerns over order

Call Center Means Profit Center

Our representatives focus on asking for the sale and completing the order while the customer is still on the phone. They also skillfully work to increase average order size. Our customer service representatives get to know you and your store’s product lines and policies, so customers never know they are calling a third party call center. Our eCommerce call center CSRs:

• Ask for the sale – capture sale before customer hangs up the phone to be sure orders are placed
• Upsell – offer a different size, model, or quantity to increase order value
• Cross-Sell – don’t forget the accessories!
• Provide recommendations – suggest other items a caller may be interested in based on knowledge of your store and what they’ve learned during phone call
• Mention promotions – remind your callers that there is free shipping at a certain amount or a sale going on

All this means you are capturing sales, capturing higher value sales — and more of them with the help of an eCommerce call center.

eCommerce Customer Service is More Than the Phone

Many online shoppers prefer the immediacy of live chat or the convenience of e-mail. Offering multiple methods of communication with qualified customer service professionals in place to respond is the best strategy to offering superior service. Solid Cactus can help with both of these customer service areas too with our managed live chat and virtual assistant services.