E-Commerce in Bulgaria, Europe and Around the World
In the realm of retail, E-Commerce continues to grow both globally and in Bulgaria.
According to Eurostat data, online purchases of products and services in the EU have increased by 18% over the past decade, rising from 57% in 2013 to 75% in 2023. In Bulgaria, this growth is even more remarkable, with 32% of consumers making online purchases during the same period. This places Bulgaria second in Europe for this indicator, just behind Belgium.
Now that we have a clear picture of the situation in Europe, let’s explore the global E-Commerce data for the current year and the expected progress in online commerce over the next three years.
We’ve gathered some up-to-date statistics on this topic, with research sourced directly from Forbes.
It’s evident how crucial E-Commerce has become in global retail. In today’s technological era, an increasing number of people prefer online shopping due to its convenience and time-saving benefits.
However, online shoppers are becoming more demanding of the brands they choose. The top priority for them remains the quality of customer service provided by online stores. Therefore, we must focus on maintaining high standards of customer service to meet and exceed customer expectations.
How to Increase the Level of Customer Service in E-Commerce?
While high-quality products and services are crucial for customers, unsatisfactory service during the buying process can often drive them to seek alternatives from competitors. Therefore, any reputable business with an online store must prioritize customer service, as it is essential for customer satisfaction and loyalty. So, what is needed to enhance its quality? There are several key elements…
Employees
First and foremost, ensure you have sufficient staff to manage the volume of incoming online orders, process them efficiently, assist customers, and handle complaints. If there aren’t enough employees and the workload is intense, the likelihood of errors increases significantly, leading to more dissatisfied customers.
Internal Trainings
Providing in-house training for employees is undoubtedly advantageous. Not only should your team have a thorough understanding of the products and services offered, but they must also be well-versed in the entire sales process of your online store—from customer contact and order receipt to processing and shipping. Additionally, your team should prioritize speed, accuracy, and organization.
E-Commerce Platform
The E-Commerce platform for your online store should be user-friendly and practical, enabling easy uploading of new products, editing product information, and processing orders. Looking ahead, it would be beneficial if the platform could integrate with external systems, as it alone cannot elevate customer service levels. After all, that isn’t its primary function.
Software Solution
As order volumes increase, simply hiring and training new staff won’t yield the desired results, even with the ideal platform for your online store. Therefore, implementing multi-functional software tailored to enhance service would be the perfect addition to your E-Commerce business.
Why? Because the system’s capabilities will drive efficiency across all E-Commerce areas:
When selecting customer service software, it’s essential to ensure it possesses all the features necessary to meet your business needs and excel in the aforementioned areas. A robust software system should include various critical tools to enhance the quality of E-Commerce service and streamline work processes.
But which specific functionalities are most beneficial for E-Commerce? We’re here to save you time and effort by answering this question for you.
What are the most important E-Commerce features in a software solution?
Typically, systems designed to enhance customer service and streamline work processes come equipped with a variety of capabilities tailored to specific business needs. Some are geared towards sales, others focus on Customer Relationship Management (CRM), and some are specifically designed for customer support (Helpdesk).
For optimal management of your online store, a multi-functional software that integrates CRM, Call Center and Helpdesk functionalities would be ideal. Start by ensuring the system can integrate with your online store platform. Once confirmed, check if it includes the essential features for customer service in E-Commerce.
Here are the main features the system should include for E-commerce:
Since some of these terms might be unfamiliar to you, we’ll explain each functionality in more detail right away.
Multi-Channel Communication
Customers prefer to be served through various channels. Therefore, look for a solution that offers key integrated channels like Phone and Email, along with popular chat options such as Viber and Web Chat with Chatbot.
Customer Files
Customer files are a vital component that contain each customer’s complete contact information and the entire history of communications. When a customer calls, their file will automatically appear on the employee’s screen.
Email Integration
Email is a crucial channel for both customer service and executing mass campaigns, as well as sending personalized messages. The selected software must include Email integration, along with segmentation and targeting options.
Ticketing Module
For each received claim or complaint, this module automatically generates a ticket in the system. The SLA ensures compliance with service levels, while the Knowledgebase provides answers to frequently asked questions and steps to resolve customer issues.
Viber Integration
This is one of the most popular chat channels among users. Its integration facilitates customer service through Viber and enables highly targeted mass or personalized outbound campaigns.
TeleSales Module
The most practical feature for making sales over the phone allows automated contact with potential or existing customers. This module is essential for E-Commerce businesses, especially in offline trading.
Web & Api Integrations
It’s essential that the chosen customer service software integrates with your online store’s platform. Additionally, having options for integration with external systems is a valuable advantage for future preparedness.
Missed Call Distributor
Convenient functionality for managing missed calls ensures you know who attempted to contact you and when, so no customer goes unserved. These calls are automatically distributed based on employee availability.
InfoServ CRM, a comprehensive software solution, offers essential functionalities for online commerce and additional features. To explore how the system works and discover its useful capabilities, request a free demo.
Benefits of Customer Service Systems for Online Stores
Integrating a customer service system with a robust set of features inevitably enhances your online store and contributes to overall business improvement.
Let’s summarize the benefits and advantages of a multifunctional E-Commerce software solution:
After discussing the crucial functionalities and benefits of customer service software systems in E-Commerce, it’s time to share practical tips for enhancing processes in your online store.
6 Best Practices for effective E-Commerce Service
Offer Various Communication Channels
Customers have varying communication preferences, ranging from classic phone calls and emails to live online chat on your website or self-service via a Chatbot. Ensure you offer these options, and that the service runs seamlessly across all channels.
Personalize Support
Online businesses can track and measure customer behavior. When a customer contacts you with a case or problem, having a detailed customer file is invaluable—it contains the entire history of the customer. Additionally, the ticketing module automatically opens a new ticket for each new inquiry, allowing you to be prepared in advance and demonstrate a personalized approach.
Provide Self-Service Options
Customers are increasingly turning to self-service options, either because they prefer handling issues independently or want to avoid direct communication with a human representative. Ensuring you have an FAQ section on your website is essential. Additionally, consider implementing IVR technology for directing customers to specific departments, and leverage Chatbots—an increasingly popular feature—for providing immediate information.
Request Feedback
Customer feedback is crucial for understanding your customers deeply and gauging their opinions on your products, services, and overall service quality. Utilizing software solutions, you can measure customer satisfaction after each call or email. Feedback serves as a valuable tool for analyzing pain points and informing decisions to enhance work processes.
Target Outbound Campaigns
Service software systems serve as excellent tools for conducting marketing activities via channels like Email and Viber. They enable precise targeting, detailed segmentation, and filtering based on specific criteria. These capabilities are immensely beneficial for both mass campaigns and personalized messages. Make the most of these features, as a personal approach won’t go unnoticed by your customers.
Automate Everything the System Allows You To
Customer service software offers a plethora of automations, from automatic dialing modes and missed call distributors to automated feedback requests and ticket status updates.
These capabilities save you time and effort, making them invaluable for efficient operations.To enhance customer service, optimize online commercial activities, and streamline work organization, opt for a multifunctional software solution that elevates your business to a new level in E-Commerce.