Better customer service raises shopping experience online, call center exec says

Better customer service raises shopping experience online, call center exec says

“Although the most advanced e-commerce platform is impressive, customers still want a ‘human voice’ on the other line that can help them in their decision or make recommendations on the latest offers,” said Fred Chua, CEO of Magellan Solutions.


Many of today’s retailers are capturing a bigger market share, thanks to the web. While the doors of brick-and-mortar stores will remain open only during business hours, the trend is now seeing more customers researching and buying online – from cell phone accessories, jewelry, books, shoes to clothing – anytime of the day.

Fred Chua, chief executive officer of Magellan Solutions, said customer service plays a big role in any web-based business, whether it is a small merchant or a global manufacturer. “Consumers may be looking for Internet retailers to buy specific products, they’re also expecting them to provide a highly sophisticated shopping experience supported by a high level of customer support.” Inbound call center support means receiving their inquiries through live chat, e-mail, voice and social media. “Although the most advanced e-commerce platform is impressive, customers still want a ‘human voice’ on the other line that can help them in their decision or make recommendations on the latest offers,” Chua said.

Magellan Solutions has done a wide range of call center services, particularly order taking, telephone answering services, technical support and reservations, for several businesses with established online presence. “The quick replies to e-mails and call center agents on stand by can generate strong awareness. Outstanding inbound customer support gives them a good reason why business success is achievable.”

As an advice for online retailers wanting to provide a better experience to customers, this is what Chua has to say – “Don’t ever think you can do ‘everything’ alone. Customers these days want answers – and they want them fast. Extend your assistance wherever and whenever it is convenient for them.”


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