Great customer experience doesn’t happen by chance.
Outsource your ecommerce customer service to our premier call centers based in America’s heartland and the Philippines.
At Speed Commerce, we specialize in everything related to ecommerce, including creating customer delight through stellar customer service.
The team of customer service professionals in our call center (sometimes called a contact center) are experts in inbound and outbound techniques that build loyal customers. Accelerate your existing sales with an infusion of support from our team, or hand over all your customer support needs. We provide our clients with a great return on investment in an environment built to ensure maximum uptime and compliance with industry standards.
Brand Obsessed
Customer Care
Create a seamless experience for your customers. No matter the contact method, we’ve got you covered from our 24/7/365 contact center. We can remove your frustrations and provide quality interactions for your customers. Professional management of a 24/7 contact center takes specialized skills and experience. Outsource your ecommerce customer service to us so you can focus on what you do best!
Abilities
Expand Your Customer Service Options
Our customer service capabilities are always evolving with technology. Here are some of the services we can provide for your business:
- Inbound and outbound telephone support services
- Customer service and support
- Order processing
- Upselling and cross-selling
- Live chat support
- SMS | text messaging
- Email inquires
- Social media support and reputation management
- Dedicated representatives
- Video support
- Outbound marketing campaigns
- Appointment setting
- Customer win-back
- Database scrubbing
- Market research
- B2B lead generation
What Makes Us Special
24/7/365
We’ve got you covered anytime, day or night. There’s no paying overtime to cover shifts, management headaches to ensure staff are properly supervised, or worrying about employee and building security when you outsource. We take care of everything for you!
HIPAA | PCI Compliant
We are fully HIPAA and PCI compliant. Safely transact business with our suite of tools and specialty-trained representatives. Gain peace of mind when Speed Commerce is on your team.
Scalability
We handle unpredictable spikes in calls, hire additional representatives, and ensure safe and secure technology. We adapt to your growing business or peak seasonal needs.
Workforce Management & Scheduling
We’ve mastered forecasting to ensure representatives with the right skill sets and attributes are on duty and can handle the anticipated volume of calls, chats, emails, or tickets. Service levels and schedules are managed in real-time, and we make adjustments as needed.
Training Program
Training consists of in-classroom instruction with an expert trainer followed by two weeks of nested calling with a coach. All representatives complete knowledge and content certification for each client. Every 90 days, representatives receive refresher training.
Quality Control
All calls are recorded and stored for one year, and live monitoring of calls also takes place. Depending on the situation, the supervisor may take one of three approaches: offer whisper coaching, barge in and take over the call, or silently listen and provide feedback following the call. Call calibration meetings are held regularly to ensure we’re in touch with your brand.
Solution Provider
Managed Services
What problem are you trying to solve? We have a solution tailored just for you. Everyone sells fulfillment – we sell commerce … Speed Commerce.
Frequently Asked Questions
We’ve compiled a list of answers to common questions about contact centers.
Call centers or contact centers are an essential component for a high-functioning ecommerce business. Today, customer service is delivered through a variety of methods beyond telephone calls. Managing timely communications with customers is at the heart of an ecommerce contact center’s primary goals.
Contact centers are the central point of contact for all customer inquires related to the business. They provide a wide variety of services including customer service, sales assistance, technical support, and complaint resolution.
Outsourcing customer service is becoming common. By outsourcing, ecommerce retailers benefit from 24/7 customer support, flexible staffing, improved call responsiveness, all without the overhead of employing new staff and expanding their facilities.
Providing excellent customer service takes specialized training and management. When a retailer outsources their customer service function, they can take advantage of the years of experience and professional management.
In addition to expanded services like 24/7 customer support and professional management, retailers will also see a reduction in overhead. They no longer need to pay for staff, deal with the headaches of managing staff who call out sick or perform poorly, or maintain facilities for their team.
There are a lot of reasons why outsourcing customer service has become popular and trending to become a best practice across the globe.
