Contact Center Software for eCommerce and Retail

Since COVID-19, the retail landscape has transformed dramatically. Small shops are going online with their own websites or e-commerce storefronts, while major retailers are embracing Omni-Channel strategies. Leading apps are evolving into powerful “super apps,” and even essential sectors like FMCG, food, and pharmaceuticals are reshaping their approach to meet new customer expectations.

After the pandemic, there’s no going back to the old “normal.” While surveys show that 43% of consumers still prefer in-store shopping, the months of being pushed online have changed expectations forever. Today’s shoppers demand the convenience and time savings that only online channels can deliver:

The Current State of the E-Commerce Industry and Customer Care

But with growth comes challenges. Today, Vietnam’s e-commerce industry is up against several pressing issues, including:

▸ Seasonal surges in interaction volume (e.g., promotions, holidays, Lunar New Year) result in staff overload, slower response times, and increased order abandonment.
▸ Challenges in synchronizing omnichannel communications: Customer interactions occur across Facebook, Zalo, website chat, hotline, and other platforms, causing fragmented data and difficulty in maintaining a unified interaction history.
▸ Inconsistent customer service quality due to the absence of standardized processes and training, leading to varied support experiences across different agents.
▸ High rates of order cancellations and returns driven by delayed deliveries, insufficient real-time consultation, and inadequate pre- and post-sales support.
▸ Limited tracking of customer service performance and consumer behavior caused by a lack of clear analytics, hindering service improvement initiatives.

Contact Center Software for eCommerce and Retail

24/7 Automated Customer Support – Instant, Uninterrupted Service
In e-commerce, consumers require round-the-clock support, especially during promotions, weekends, or holidays. Contact Center solutions integrating voicebots, chatbots, and IVR can automatically handle simple requests, reducing the workload for customer service teams and accelerating response times during peak hours.

Unified Omnichannel Communication – Seamless Experience Across All Platforms
E-commerce customers often reach out through multiple channels, including Facebook, Zalo, email, hotline, and website chat. A Contact Center consolidates these channels into a single platform, enabling staff to track interaction history, maintain a seamless customer experience, and provide more effective personalized support.

Intelligent Routing – Delivering the Right Agent, Task, and Timing
Customers can quickly lose patience if they experience long waits or multiple transfers when seeking support. A Contact Center enables intelligent routing of calls and messages based on expertise, region, skill set, or priority level (e.g., VIP customers), reducing handling time and increasing first-contact resolution rates, thereby improving overall customer satisfaction

Interaction History and Recording Management – Transparency, Consistency, and Control
The Contact Center archives all customer interactions, including call recordings, chat logs, and order statuses. This enables efficient complaint handling, seamless task handovers, performance monitoring, and more effective internal training.

CRM & Order Management Integration – Enhancing Processing Speed and Sales Efficiency
In e-commerce, fast response times are crucial. The Contact Center’s integration with CRM and OMS enables staff to quickly access customer orders, delivery status, and purchase history, supporting timely order confirmation, returns handling, and product consultation.

Real-Time Reporting & Analytics – Enabling Data-Driven Decisions
Many businesses struggle to evaluate customer service effectiveness due to insufficient data. The Contact Center delivers real-time reports on response times, CSAT, resolution rates, and abandonment rates, allowing management to monitor operations, optimize processes, and improve the overall customer experience.

Flexible Scalability – Supporting Growth Without Service Bottlenecks
Fast-growing e-commerce businesses often struggle if their customer service systems cannot scale. A cloud-based Contact Center allows flexible expansion without infrastructure investment, maintaining service quality throughout business growth

Contact Center Software for eCommerce and Retail

PiTEL Contact Center Solution for E-Commerce: The PiTEL Contact Center is built on internationally standard technology, offering scalability, third-party API integration, and customization for specific business requirements. Beyond the core functionalities of a Contact Center, PiTEL also provides advanced features tailored for the e-commerce sector, including:

  • Quick Cloud Deployment Without Infrastructure Investment

  • Fully Secured and Encrypted Customer Data

  • Customer Information Pop-Ups for incoming calls

  • Detailed Case Management for handling received requests

  • Comprehensive Call Recording for all inbound and outbound calls

  • Real-Time Call Monitoring for active and waiting calls

  • Detailed Call History Reporting, including answered, unanswered, and missed calls

Experience the PiTEL Solution

Unlock Special Pricing with PiTEL’s Solution Suite – maximize your marketing strategies and accelerate business growth.

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  • sales@pitel.vn