Through its 24/7/365 service, Confero can answer inbound calls, handle email queries and CRM tickets, take credit card orders, provide helpline support, offer information and capture customer details to be escalated to clients.
In order to provide the best service possible for customers, Confero can integrate directly with the client's order processing portal or CRM system, over the internet or through secure VPN connections. Alternatively, where access is available through an online application, this can often be locked down to Confero's static IP address for security purposes and ease of use.
Bureau or Dedicated Service
For companies that typically receive up to 300 calls, emails and CRM tickets per day, this service can be seamlessly delivered through our Bureau team, a shared resource facility. All call centre agents are professionally trained in handling online retailer calls and emails, and clients benefit from the experience gained across multiple sectors including fashion, collectables, jewellery, leisure, FMCG, pet foods, watches, TV shopping, ticket lines and many many others. The service is charged to clients on a per second billing basis.
For companies that consistently receive more than 300 customer interactions per day, a Dedicated Agent team or a blended Dedicated/Bureau solution may be more appropriate and cost effective. Dedicated call centre teams work solely for an individual client, and can therefore offer a complete end to end service including inbound and outbound calls, email response, web chat and fulfilment.
Our Ecommerce customer support service can be deployed as a complete outsourced customer service department or alternatively on an overflow / out of hours basis.
Typical Transactions
- Product queries
- Track and trace
- Credit card orders by phone
- Email & ticket Response
- FAQ Response
- Billing queries
- Returns and complaints
- Head office queries
Contact Confero today to find out how the inbound team can support your customer service requirements.