E-Commerce is a fast growing sector across the globe, driven by the power of internet and mobility. The relevance of CZ Omni is immense in free flow of information across the board for customer satisfaction and operational efficiency of the online businesses. C-Zentrix can integrate with the order booking engine, online web portal, chat, bot, email and SMS gateways, social media and provide a seamless customer experience to the end customers whenever they call, chat, email or post on social media.With millenials, there is more willingness to use self service like bot or knowledge base or IVR to get their issue resolved.The facility to reach the help desk using call, email, SMS or chat helps customers connect to the help desk instantaneously with their preferred mode of engagement. All forms of engagement by the customer are tagged at one location for follow-ups and further actions. C-Zentrix can generate wide variety of reports like number of tickets raised, number of tickets closed inside the TAT(Turn Around Time), number of tickets exceeded the standard TAT, detailed SLA report for each department, etc.
This helps e-commerce enterprises to tighten up their operations, provide better support to the customers and save costs which is key for an online business. The in-built escalation matrix module helps the online businesses to create their own escalation matrix and TAT for each kind of issue. The moment a ticket is generated on a customer complaint, based on the ticket type it is automatically allocated to the respective department. Like a complaint for non- delivery of goods ordered online goes to the dispatch department, a complaint for refund of money for goods returned goes to the accounts department. The escalation happens on SMS and email as per the matrix set by the enterprise.
Field delivery persons need to contact customers before product is delivered. Customer data is secured because the actual number is not shared using CZ Magic Call.
Multi channels like Voice, Chat, Email, Bot, SMS and social are seamlessly integrated over CZ Omni and provide multi touchpoints to the customers. It provides a single interface to agents for customer service.
CZ Helpdesk is used for managing customer complaints and queries over call, email, SMS, social and chat. Each complaint or query is assigned a unique ticket number which is tracked till its closure. CZ Helpdesk can escalate tickets as per defined rules set by administrator.
We integrate with third party CRMs, order booking engine, payment gateways (PCI DSS Certified IVR) and web portal (Like standard API for Magento E-Commerce platform integration) for seamless communication.
Our customers deploy CZ Callblast application for automated confirmation using TTS for Cash on Delivery(COD). For any delay in shipment or other issues, automated calls provide a great help to the customers.
To ensure the privacy of the customer data, CZ Magic call provides virtual number to delivery personnel for delivery confirmation of the shipment with the customer.
CZ IVR comes with a standard C-SAT module over IVR which can be customized for a C-SAT survey using DTMF input or voice input from the customers. Customer feedback can be viewed as a standard report in the survey module.
CZ Missed call provides innovative way to E-Commerce companies to entice their customers in contacting their customer care without incurring any charges. The moment a missed call is received the CZ dialer dials out and connects the customer to the customer care representative.
CZ Bot provides a 24/7 virtual assistant to customers and reduces the wait time. CZ Guide provides the knowledge base and increases self service by many folds.