Web based Call Centre Software
Why do you need it?
Do you have multiple databases in various places all bulging with the same information?
If so you are not alone. Many businesses lose track of their data because they have so many contact points with customers. This gets even more confusing if you happen to outsource your mail order sales processing to a third party call centre.
Do customers want a seamless experience across all channels when they engage with you?
They don’t expect it, they DEMAND it. If a customer calls about a sales order, they do not expect to be asked if they placed it online or over the phone. This sort of information should already be logged and available to your telesales team.
How do we help?
We can develop online Call Centre Software integrated with your e-commerce website that can be used by your Telesales team (outsourced or not). This way all order data, customer data is held in one place and customers can view their account history online and so can your telesales team and so can your head office.
Please see how we transformed Turtlemat’s mail order processes in the case study below.
Where do we do it?
All our online call centre software work is carried out in-house at our Hammersmith office in West London, W6. We do not outsource our work. We are a team of about 15, geared towards building our clients’ businesses and brands online.
TurtleMat – web based call centre software – Washable dirt trapper doormats
Part of an e-commerce project linking Call Centre, Fulfillment House and Website.
Turtle Mat have customers who like to order online or by telephone. There was an issue in that their telesales team had no access to online orders or customer information. So people ringing up to enquire about an order were often given the incorrect information as the telelsales team had no access to online orders.
Turtlemat use an outsourced telesales company who are used to working with their own software, so it was a challenge to build them something that would be easily adopted and easy to use. When we produced the final call centre software for them we were told that it was the best that they had ever used from a 3rd party provider.
Now when ever any calls to discuss an order which was placed online, or if they look up an order online which they placed by phone they get the same information. Telesales staff also now have access to all the online offers and promotions running at any one time.
The integration of the call centre software was part of an e-commerce project linking Call Centre, Fulfillment House and Website all together.
Datadial understand what we want and make it happen with ease – and always to our tight deadlines.Susan Leaver