Industry solutions
E-commerce & Retail
- Multi-channel interaction, Process digitization, Enhanced customer experience
- Customized CRM-integrated contact center solutions
- Mystery shopping
- Training high-quality personnel
Partners
opportunities in the new era
After the Covid pandemic passed, developing in line with the omni-channel trend, enhancing customer trust/experience, and digitizing business processes have become prerequisites for Retail & E-commerce businesses to survive in the market and achieve success. Conversely, businesses that resist or fail to adapt to these trends will inevitably face elimination.
Solution from Bell24VN
Operating a multi-channel call center for the e-commerce and retail industry
- The 24/7/365 call center helps receive, manage, and interact with customers anytime, anywhere through multiple channels, including the Hotline Call Center, social media, Zalo OA, website, email, etc., on a desktop interface or mobile app.
- Make sales calls/chat, place orders, confirm orders, or provide consultation
- The video call feature enhances the customer experience and builds trust in service quality. Avoid situations where customers are left hanging.
- Leading technology applications to enhance contact center performance. Supports chatbot and voicebot integration to automate customer service processes. Maintain customer interaction with automated tools, calendars, and pre-built scripts.
- The Ticket System is built according to a process, helping to connect departments and route tickets to the responsible personnel, enabling quick resolution of issues.
- Easily manage and monitor operational quality through CRM (SLA, CSAT, FCR, etc.), as well as survey customer satisfaction levels through Happy Calls surveys.
Customized CRM-integrated Contact Center software
1. Integrated multichannel interaction
- Software that receives, manages, and interacts with customers across multiple channels and synchronizes all interaction data on a single interface.
2. Customer journey
- Track interactions across customer channels throughout the purchasing process, with detailed purchase history displayed on a single dashboard. This helps businesses easily analyze customer insights through interaction history across each channel.
3. Personalize the customer experience
- Segment customers into groups to develop tailored care processes and messages.
- Identify a 360-degree customer profile based on purchase history, most recent contact, membership tier, purchase journey, etc.
- Easily look up information, review care history, and listen to previous calls to determine the most appropriate approach.
- Develop and implement highly personalized loyalty programs that address the specific interests of each customer segment.
4. Synchronize and optimize Operations and Sales processes
- Support customization of the order interface, allowing employees to place orders directly from the CRM system with continuously updated product information, unit prices, inventory, and promotional programs.
- Synchronize and consolidate retail data from POS and CRM.
- Integrate E-Commerce Websites, E-Commerce Apps, ERP, DMS, and Digital Marketing systems. Unlimited integration with other software/applications within the enterprise.
5. Specialized reports
- A variety of customizable in-depth reports to manage the call center more effectively. Some typical reports include: Employee performance reports, overall performance, interaction journey reports, traffic density by time frame, etc.
Triple S – Mystery Shopping Services for E-commerce & Retail
This is a solution that helps businesses have an objective and accurate view of the quality of services, business processes, and quality of human resources that the business owns. Bell24 Vietnam does this by acting as a customer to experience and evaluate the business's contact points with customers from the perspective of a real customer. Mystery customer service can be deployed on multiple channels (Offline, Online, Call)
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- Experience, analyze, and evaluate the purchasing process and touchpoints
- Purchase goods and interact with merchants to assess compliance
- Experience and evaluate the quality of multi-channel customer care
Training solutions for e-commerce and retail businesses
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Advanced Skills Course
- Provide in-depth, quality training sessions for Sales and Customer Service staff, helping them improve their communication skills, customer service mindset and problem-solving abilities, helping to resolve and appease customers up to 99.9%
- Increase employee enthusiasm, love for their current job and trust in the business
E-commerce LMS System
- Online learning and training system is easy, scientific, intuitive, students can study anytime, anywhere.
- Digitizing corporate training programs
- Help implement synchronized training for the dealer and distributor network without consuming significant resources or costs.
- Fast application. Buy directly or rent the system and get free teaching content worth up to 36 million VND
About BSV
Why choose Bell24VN?
- Deep understanding of the e-commerce and retail industry
- Comprehensive solution, closely following business processes
- High flexibility at any time
- The most optimal cost
- No. 1 operating experience in Vietnam with more than 200 projects
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Case Studies
Digitizing Processes and Enhancing Customer Service for Supermarket Chains
Supermarket chains are still using multiple overlapping software systems, with no data synchronization between stores. Competition in the retail market is intensifying, requiring increased efforts to maintain and enhance customer experience, brand preference, and customer loyalty.
