Online shopping has experienced a truly unprecedented boom this year, the catalyst of which is, unfortunately, the Coronavirus Pandemic. With people forced to stay at home, and then stricter rules regarding shopping in supermarkets etc, the rise in online shopping has been explosive.

The online growth has continued through the summer and autumn months, and with Christmas shopping expected to be more “online”, rather than “on the high street”, E-commerce is flying. E-commerce experts expect online revenues to total around one-fifth of total retail sales worldwide next year, some say maybe even as high as a quarter!

The behaviour and shopping habits of e-shop customers are also changing. Some are ordering more products from mobile devices rather than PCs and are also more interested than ever in voice shopping on the Internet. Simply said, the customer is becoming more demanding, and customer care on the part of e-shops should mirror this.

“Unfortunately, many medium-sized e-shops do not use automated platforms for communication with customers. Often the person interested in the product, does not call the online store at all. They just want to buy. If they are not immediately answered by the screen detail or e-mail, they may go elsewhere resulting in lower sales.” says Daktela CEO Richard Baar.

If any online store grows dynamically, sooner or later it will reach a stage where it is necessary to deploy some form of automated communication platform to maintain the highest quality of customer care.

“For medium-sized e-shops that already serve multiple communication channels with customers, the ideal solution is to use a contact centre module with a ticketing or helpdesk system.” adds Richard.

Thanks to the virtual exchange, the contact centre module makes it possible to monitor calls and have clear and detailed statistics on them. Calls can be recorded, and working, and non-working, hours can be set on each line to suite your business requirements.

Thanks to the ticketing system, each customer request is assigned a unique number, under which it will be further processed. All calls, e-mails, chats, Facebook Messengers, SMS etc will be clearly registered in one web interface and automatically paired with specific customers. It is, therefore, easy to see which requirement is at which stage, because the entire communication history is clearly displayed across all forms of communication with the customer.

“It is important to note that even these highly sophisticated systems, are not as expensive as you might believe, and they are an ideal solution for smaller e-shops. The Daktela system is modular, so it can be tailored to your online store, and gradually, automated communication management, can be expanded as your orders grow.” concludes Richard.

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