The importance of a 100% digital Contact Center in an e-commerce store

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The pandemic served as an accelerator for the digital transition of millions of consumers and companies, especially SMEs.

According to Salesforce's SMB Trends Report reported by Dinheiro Vivo , “the pandemic led 94% of SMEs (42% of them European) to move part of their business online”. The same source also informs us that, among organizations that have become more technological, 66% have done so with up to 50% of their infrastructure and 28% with more than half or even all of their services.

This report also ends up highlighting the importance that armenia phone number list in digitalization is representing for business structures.

According to the SMB Trends Report, for 71% of respondents, this dimension will bring clear benefits to the business, not only immediately (and during the pandemic period) but also in the long term.

Some of these effects are already being felt, as the report tells us that the SMEs that have invested most in the technological dimension of their operations are growing more than their counterparts, with 42% of growing SMEs using technology in customer contact, 49% for sales and 42% for marketing.

If investing in marketing and payment methods that are suited to customers' habits and needs are some of the most important points to be considered when structuring an online store, a successful e-commerce platform must have a digital customer service solution at the heart of its strategy.