Introduction: Any kind of contact center related technical solutions will bring surprises and experience enhancements to the process of serving customers. However, when considering the integration of various channels of consumer communication habits under the background of the global market, and the cost becomes a major consideration, not every company is willing to take immediate action and implementation. “Mail, 800 calls, SMS, Facebook, WhatsApp”, cross-border e-commerce customers are distributed in “US, UK, Germany, Vietnam, Thailand”, what should I do? Many cross-border e-commerce sellers may start to be discouraged when they think of these. Callnovo’s cloud communication CRM platform came into being to solve this challenge, and developed a global cloud communication platform for the vast number of cross-border e-commerce companies facing different markets in the world such as the United States, Europe, and Southeast Asia.
A new US business study shows that 62% of US consumer-oriented B2C companies are beginning to plan to turn to cloud-based contact center solutions to respond to customer service and sales and technical support requests from consumers across communication channels. In short, the cloud communication contact center solution will become the first choice for the daily operations of American companies in the future.
Chinese cross-border e-commerce sellers at all levels and their customer service representatives in various markets have been looking forward to a unified cloud communication SaaS platform to accept and respond to customer service requests from around the world, as well as efficient internal communication and collaboration. Callnovo is the first to introduce the technology-leading “Global Multi-Channel Contact Center Cloud Communication Solution” to Chinese cross-border e-commerce sellers. Callnovo cloud communication platform includes ACD call queuing, call screen, call recording, voicemail, Email management, one-touch dialing, CRM, work order processing and monitoring, service quality inspection, call reporting, social media (Facebook, Twitter, Whatsapp) ), real-time call monitoring, IVR, SMS global two-way texting, Web Chat online website chat, Amazon e-commerce platform integration and other functions.
Callnovo Cloud Communication CRM Platform
Callnovo believes that the global communication needs of Chinese cross-border e-commerce in the pre-sale and after-sale customer service contact centers of “selling the world” can be met through a unified cloud communication platform solution. Moreover, the platform is easy to operate, the cost is reasonable and can eliminate the complexity of various technology integration.
How does the global cloud communication solution help cross-border e-commerce brands upgrade? There are the following main points:
1. Enhance global customer experience
Every business wants to give its customers around the world the best customer service experience. To do this in overseas global markets requires cutting-edge communications technology. The contact center, as the first stop for customer communication, obviously can immediately improve the customer service experience. When consumers have questions about a product, often the first point of contact for service is the corporate contact center . Every customer expects to receive efficient professional service to solve the problem immediately.
The global cloud communication solution allows customers to easily use computers or mobile smart devices to get in touch with enterprises through 800 calls, SMS, MMS, Facebook and other channels. This multi-channel customer experience has become a global trend. Companies that cannot provide this experience will be at a disadvantage in the global service competition, and companies that have the ability to provide this service experience will have an advantage in the global customer service competition.
2. Improve the efficiency of global business operations
Imagine that the contact center or cross-border e-commerce seller staff can directly see the product information corresponding to the case, customer historical purchase records, historical event records, historical service records, and enterprise service records on the CRM panel within one second after receiving a call or email. Has the efficiency of service improved immediately? Client and staff time is greatly saved, and communication is easy and enjoyable. When the case needs to be relayed to the next department for processing, does it also save a lot of inter-departmental communication time? Not to mention the need for efficient relay communication efficiency caused by the time difference between different working departments of cross-border e-commerce in different time zones around the world (for example, customer service personnel are in the United States, and warehouse shipping departments are in China). The value of efficiency is immediately apparent.
3. Comprehensive cost savings
Any kind of contact center related technology solutions will bring surprises and experience enhancements to the process of serving customers. However, when considering the integration of various channels for consumer communication habits in the context of the global market and various countries, and cost becomes a major consideration, not every company is willing to take immediate practical action and implementation. “Email, 800 calls, SMS, Facebook, WhatsApp”, cross-border e-commerce customers are distributed in “US, UK, Germany, Vietnam, Thailand”, what to do? Many cross-border e-commerce sellers may start to be discouraged when they think of these. Callnovo’s cloud communication CRM platform came into being to solve this challenge, and developed a global cloud communication platform for the vast number of cross-border e-commerce companies facing different markets in the world such as the United States, Europe, and Southeast Asia. Callnovo’s technical team has integrated “email, phone, SMS, MMS, Facebook, WhatsApp” into a minimalist operating platform, which saves the development and integration costs of enterprise IT teams.
4. Gradually increase sales
The ultimate goal of a business is to increase sales revenue. Contact center software can help with this goal in many ways. With minimum input and maximum output, companies can use excellent contact center technology to add technology catalysts to sales and service links. For example, sales representatives no longer need to ask customers to wait, but can view customers’ purchase records, points, after-sales guarantee period, credit refunds, remote guidance on product use and troubleshooting in one second. You can also use big data analysis to automatically send emails to customers to promote repeat purchases and upsell.
The cloud communication platform is rapidly deployed, and the service capacity can be scaled on demand. The cross-border e-commerce staff at all levels of the department can quickly get started, and the service experience of overseas customers can be improved immediately. Cross-border e-commerce will achieve the ultimate in operation and service under the new technology platform, and the brand will be improved under the empowerment of technology.
