7 Most Common E-commerce Challenges That Contact Centers Can Help Solve

7 Most Common E-commerce Challenges That Contact Centers Can Help Solve

If so, you may want to consider using call centres to help solve some of your challenges.

Call centres can be a helpful resource for solving customer complaints, increasing conversion rates, and improving late deliveries. They can also help manage other issues and answer common questions.

There are many benefits to outsourcing challenging tasks to a call centre. They can help take care of the day-to-day management of your business, freeing up your time to focus on other areas. They can also provide valuable feedback and insights that you may not be able to get on your own.

If you’re considering using call centres to help grow your business, this blog post is a very helpful resource. It covers a variety of topics that will help you make the most of this valuable resource.

  • Implementing Chatbots as Live Customer Support

    One of the most common e-commerce challenges is implementing chatbots as live customer support. This can be a challenge for companies that are not used to using chatbots.

    However, there are many benefits to using chatbots as live customer support. Conversational AI chatbots are becoming increasingly popular among companies to save time and effort. For example, chatbots can help reduce the number of calls that come into the call centre. They can also help resolve customer queries more quickly.

    Additionally, chatbots can be used to create a more personalized customer experience and build customer loyalty. Juniper Research has found that by 2023, the use of chatbots could save businesses $11 billion annually. This is a dramatic increase from the $6 billion in savings that were seen in 2018. The sectors that are most likely to benefit from these savings are banking, retail, and healthcare.

  • Managing Orders and Returns

    One of the most pressing challenges e-commerce businesses face is managing returns efficiently.

    Many businesses struggle with this issue because they are not accustomed to the concept of returns.

    Although it may be difficult at first, there are several advantages to mastering the art of managing returns.

    For example, an effective return policy can increase customer satisfaction levels. Additionally, it can help to decrease the amount of waste that your company produces.

    This can be a time-consuming and difficult task, especially for businesses that sell large or complex products. Call centers can help by taking on this task for businesses.

    They can manage orders and returns efficiently, freeing up businesses to focus on other tasks. Call centers are beneficial because they can provide a high level of customer service, which is imperative for retaining customers and fostering loyalty.

  • Fixing Order Fulfillment and Delivery Issues, or Responding to Customer Complaints

    One of the most common e-commerce challenges that call center can help resolve is order fulfillment and delivery issues. This is because customers who have not received their orders are often the most upset and need immediate assistance.

    Call center agents can quickly check on the status of an order and provide updates to the customer. They can also follow up with the warehouse or shipping company to ensure that the order is on its way.

    Some benefits of fulfilling orders on time include improved customer satisfaction levels and reduced amounts of wasted stock. When customers are happy with the timeliness of their orders, they are more likely to continue doing business with that company. Additionally, less stock being wasted means that the company is losing less money.

    In addition, call center agents can also help resolve customer complaints. Customers who are unhappy with their purchase may not know how to get in touch with the right person at the company. However, they can easily reach out to a call center agent who can assist them. Call center agents can listen to customer concerns and help resolve the issue. In some cases, they may even be able to offer a refund or exchange.

  • Managing your Customer Service Team for Peak Periods

    As an e-commerce business, you may find that you have an influx of customer service calls during the festive or holiday season. DialDesk can help by providing additional customer service support during these busy periods so that you can focus on other aspects of your business. You can trust DialDesk to deal with seasonal spikes and provide the highest possible customer service to your clients.

    Another common e-commerce challenge that call centers can help solve is managing returns and refunds. Call centers can handle all aspects of the return process, from processing the return to issuing the refund. This can take a lot of pressure off of businesses, especially during peak periods.

  • Handling Unanticipated Retail Scenarios and Busy Online Sales Days

    Retailers may find it difficult to keep up with customer demand during busy periods, which can result in long wait times for customers contacting them by phone. A call center can help take some of the pressure off the retailer by handling customer calls and freeing up staff to focus on other tasks such as fulfilling orders. With customized IVR and self-service options, a lot of the work can be streamlined, making the process more efficient.

  • Providing Technical Support and Preventing Fraud

    Some customers may need technical support to use the product they ordered. That’s why it’s helpful to have a call center that can provide this type of support and ensure that the customer can use the product they ordered. By troubleshooting issues and helping with the setup, the call center can ensure that customers are satisfied with their purchases.

    E-commerce businesses commonly face the challenge of fraud prevention. To help combat this, call centers can monitor customer service calls for signs of fraud and provide businesses with useful information about how to prevent fraud in the future.

    This helps businesses stay one step ahead of those who would commit fraud and keep their customers’ information safe.

  • Obtaining Low Cost, High-Quality Outsourced Services to Reduce Costs

    One of the most common e-commerce challenges that call centers can help solve is obtaining low-cost, high-quality outsourced services to reduce costs. By outsourcing services to a call center, businesses can save money on labour costs and overhead expenses. Call centers can also provide businesses with a high level of customer service and support.

Lastly, call centers can also help businesses market their products and services. By handling customer calls and inquiries, call centers can free up time for businesses to focus on other marketing activities. In addition, many call centers offer telemarketing services that can help businesses reach a larger audience.


Overall, call centers can be a valuable asset for e-commerce businesses. They can help with a variety of challenges, from managing customer service during peak periods to preventing fraud. If you are looking for a CS partner, then DialDesk could be the ultimate solution.

With automation and cutting-edge technology, as well as 24*7 skilled manpower, DialDesk can help you manage seasonal call spikes and fractional manpower challenges – especially during the festive season.

Book YOUR FREE DEMO today!!


Author Profile

Varuna Raghav
Varuna Raghav
As a CX and marketing specialist, Varuna Raghav has more than 15+ years of experience to her name. Her enriching input has been valuable to the brands and organizations she's worked with.

One response to “7 Most Common E-commerce Challenges That Contact Centers Can Help Solve”

  1. Thank you for providing a platform in which I can express my feelings about your post. You write every blog post with such skill and precision. Keep up the amazing work, and best of luck in all your future endeavors!

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