You know you need to hire an outside online retail answering service when your own answering service, which provides support for your Web site sales, isn’t providing the speed or range of services you need. You have a dandy Web site, which lets your customers buy directly online or through a phone call. Your CSRs know your business, but the organization of your answering service isn’t up to the complex response that your Web site requires. An online retail answering service can perform many tasks, each requiring experience and training you might not be willing or able to provide.
There are many services that an online retail answering service can provide to supplement even a sophisticated E-commerce Web site, among them special event registration, dealer location and referrals, order-taking and tracking, and multiple forms of customer interaction.
Special Event Registration and the Online Retail Answering Service
The logistics of booking and confirming a special event require confirmation calls or letters and registration packets. The online retail answering service carries these logistical balls across the goal line – the successful special event, seminar, or class. The online retail answering service solves the logistical problems and guest confirmation details involved with event registration.
Dealer Location and Referrals and the Online Retail Answering Service
The online retail answering service can transfer customers looking for a referral to a dealer in your area and line of work. A superior online retail answering service can even transfer calls live.
Let the Online Retail Answering Service Take Your Order!
The online retail answering service can do a lot more than just take a caller’s order. Well-trained CSRs can precisely track advertising responses, as well as do literature fulfillment, inventory control, catalog order fulfillment, and credit-card transaction processing. A good online retail answering service can also steer callers to different or more profitable products.
The Full Suite of Online Retail Answering Services
The fully equipped online retail answering service can also manage customer interactions through chat, email, and telephone web integration. Taken together, these services are daunting to implement on your own; through an outside online retail answering service, they’re a breeze!
Your Own Online Retail Answering Service
If your needs are still simple, you may prefer to have your own online retail answering service. Your own online retail answering service, one like 1-800 We Answer, will have some or all of the features of the outside online retail answering service.
The online retail answering service lets CSRs analyze calls from individuals who have seen your Web site and have specific needs that aren’t outlined there, such as questions about differences among products and the suitability of a specific product to their needs. You can then start to supplement the core functions of the online retail answering service with some of the subtleties listed above. The online retail answering service supplements your Web site with skilled purveyors of information that helps your customers buy.
Robert Porter is the President and CEO of 1-800 We Answer
, a full service telecommunications company providing a complete range of answering service, call center, voice mail, fax, mail,telemarketing and phone system services to businesses and individuals.