Yes, The Human Touch Still Counts in Order Taking
It’s no secret that online shopping has taken the world by storm. The eMarketer has even reported that worldwide electronic commerce (or e-commerce to you and me) sales have reached $1 trillion as of the first quarter of 2012. Yes, almost everyone has discovered and now enjoys the the pleasure of ordering goods via the click of a mouse.
If you’re running a call center that takes down client orders, however, don’t lose heart. Believe it or not, your business-along with your contact center partner-may just be on the verge of taking off once again. Hey, around 71% of customers still seek the “human touch” via the telephone when dealing with service requests and looking for customer care.
And isn’t that what shopping is all about? Take the case of Astrid, who loves to shop for clothes. While she does a lot of shopping online, she still takes pleasure in having a saleslady assist her as she picks out a dress from a ton of choices off the rack. She still loves to ask questions about the latest styles, the material used, and the like. In other words, she is one among many who won’t exactly get customer service and satisfaction from simply clicking and browsing online.
For clients like Astrid, seeking the help of an order taking sales rep via live chat or toll-free hotline (two of the more popular call center channels) can definitely be a godsend. As previously mentioned, the said agent can answer all of Astrid’s curious questions, not to mention check if the item is in stock-all while she (Astrid) shops from the convenience of her home, office, or even her mobile smartphone. It’s practically having a salesperson help her-without following her around while she browses.
Yes, nothing beats the human care and attention of a live person helping you shop and taking down your orders. It’s like you’re getting the best of both the virtual and real words rolled into one.
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