This year’s Internet Retailer Conference & Expo (IRCE) in Chicago demonstrated once again that IRCE is a great trade show both for exhibitors and attendees seeking new retailing and e-commerce strategies.
The OnBrand24 booth, located within a quadrant of the show floor for exhibitors focused on operations, fulfillment and customer service, enjoyed a steady stream of visitors inquiring about the full array of our call center services: customer service outsourcing, order processing / order taking service and other inbound call center services; and on the outbound side: B2B lead generation, appointment setting, database scrubbing, customer surveys, customer win-back and other outbound call center services.
The other three quadrants of the show floor at the McCormick Center were devoted to marketing/loyalty, merchandising and design, and e-commerce platforms. They all generated tremendous buzz as tech vendors showed off new capabilities.
In fact, we talked with several attendees who are in the throes of selecting and implementing a new e-commerce back-end. And because we work with a wide variety of companies, we were able to provide guidance on e-commerce technology based on our experience with different platforms. This is part of our value proposition: our exposure, through our varied clientele, to new retailing and e-commerce technology.
But even as the tech sections of the IRCE floor created a lot of excitement the customer service section was busy too. That’s because good companies recognize the eternal value of providing their customers not only with excellent tech-based support but also high-level human interaction.
There’s no substitute for a friendly, knowledgeable and helpful customer service call center services specialist at the other end of the phone line answering customers’ product questions and providing order updates.
Lesson learned again: Tech-based solutions only take you so far. The human factor, in the form of personalized service, takes you the extra mile.
Mark Fichera, CEO
Call Center Services