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A Discussion on the Technology the Powers the Retail BPO Services

ECommerce is presently one of the most promising business sectors. Especially post the pandemic scare, the eCommerce sector managed to be in the limelight among the customers of the entire retail business. The biggest reason behind this was the restraint on physical retail and social distancing norms. There was a greater demand for products, be it leisure or essentials, on the digital platform with complete contactless payments and delivery. The eCommerce sector cashed on this opportunity to boost its product offerings, delivery, and revenue. However, with the increasing sales and market share, eCommerce businesses also needed to implement customer support, complaint handling, and return and refund processes. And this is exactly where the eCommerce and retail BPO services come into the picture.

Be it BPO companies in the Philippines or any other country across the world, there is a lot that goes behind running successful customer communication campaigns. Now, let’s discuss more how technology has been powering the BPO sector to quality like never before.


How AI (Artificial Intelligence) and ML (Machine Learning) Has Taken Over


Technology has played a significant part in the growth and development of the BPO sector. Be it the developments in the basic IVR (interactive voice response) or the implementation of various KPI and analytic tools, technology has always been responsible for making the sector what it is today.


Now, let’s focus on how machine learning and artificial intelligence have proved their mettle here.


  • Artificial Intelligence- and Machine Learning-powered Communications

Whether it is BPO companies in the Philippines or the United States, digital and technological resonance manages to even out the distribution of technology throughout all the corners of the BPO sector. Take a look at the different products of technology that find a prominent place in the retail BPO services industry.


  • Live Chats Have Undergone Great Developments


Live chats are no longer boring and restrictive chatbots that popped up a window every time you visit a website half a decade back. Customers prefer live chat as a communication platform, and this is no surprise. Customers prefer live chat over email, SMS, social media, the phone, and other methods. This is because eCommerce live chat helps those who are in a rush or want to avoid the wait time. Live chat is favored over other communication channels for most customers.

Imagine a customer would have the patience to send an email inquiring about the color options or size for a certain product. Again, live chat shines in this area because it provides rapid replies, which leads to happy customers and a higher conversion rate.

Moreover, when live chat is executed well, it leads to higher conversions and sales. According to a study, a majority of customers are far more inclined to return to a website that offers live chat for pre-sale support. As a result, new upselling and cross-selling opportunities are created.


  • Interactive Voice Response Have Become Sophisticated


Artificial Intelligence (AI) and Machine Learning (ML) have transformed into a new era for interactive voice response (IVR). Rather than disappearing, it is evolving with future technology to give an even better customer support experience by eliminating the previous flaws of IVR. In addition, data availability and technology advancements have reintroduced IVR as a useful tool for businesses while lowering the risk of consumer dissatisfaction.

While the industry has made significant progress in removing geographical obstacles to conducting business and developing new solutions to urgent challenges, businesses continue to strive for customer loyalty. Customers have a few hurdles in switching from one brand to another since there are multiple possibilities. Businesses prefer to have a direct relationship with their customers. This link drives customer loyalty.

Personalization allows businesses and brands to establish a strong bond with their consumers. It gives digital channels a human face. That is the reason behind it being one of the most important elements of a brand’s effective digital transformation.


  • Cloud Communications Have Become Safer and Quality-assured

Since it is easier, simpler, and less expensive than software-based communication, cloud communication is one of the top technological developments assisting BPO companies in the Philippines or other popular outsourcing hubs. The term ‘cloud-based communication’ refers to a communication platform that is hosted on the internet.

Since these communication platforms work on the internet, they can be accessed by anybody who has been given access to the web on either a computer or a smartphone. As a result, companies can engage with their consumers in a much better way.

A number of BPO companies already use cloud-based communications. You never have to worry about anyone’s whereabouts to get work done because everything is stored on a centralized system that is accessible via secured gateways on the internet.


  • Unified Communications (AKA Omnichannel) Keeps Growing

All business channels are clubbed into one single hub with UCaaS (Unified Communications as a Service). With this technology, businesses can effortlessly cooperate, communicate, and obtain insights from their data. This comes in extremely handy when managing a retail BPO services outsourcing.

Businesses no longer require an IT infrastructure since unified communication is now available as a service. One of the major technology advancements assisting BPO firms is streamlining communication and productivity to boost efficiency, including data analytics and KPI metrics. The following are some of the unified communication methods:


  1. Chat/Messaging
  2. Voicemail
  3. Email
  4. Telephone Calls
  5. Conferencing (Web, Audio, & Video)
  6. Social Media


  • Voice Recognition Is the Future

Voice recognition is a kind of artificial intelligence that uses algorithms to convert a customer’s spoken words into commands. This has already been used extensively for modern-day IVRs.

Post that, the system can reply appropriately to the uttered word. However, in recent years, customers have been critical of call centers that utilize this type of automation. Customers believe that the systems do not grasp what they are saying, causing annoyance and a negative image.

Fortunately, as one of the top technological advancements assisting BPO companies in the Philippines or other locations globally, speech recognition continues to progress and improve each year. Voice-enabled gadgets (smartphones, tablets, laptops) are becoming increasingly common, and technology is rapidly improving.


  • Social Media Tools Are Comprehensive


The buying decision for any consumer is now heavily influenced by social media. In addition, consumers now want to learn more about the brands they buy from. As a result, appropriate use of social media by businesses is critical.

One of the best things about social media is how user-friendly it is. Any unskilled, or even a layman, can create a social media account in a matter of minutes. However, managing social media and effectively using it is a far more delicate skill.


  1. Account Set-Up
  2. Content Creation & Posting
  3. Customer Relationship Management (CRM)
  4. Account Management
  5. Online Reputation Management
  6. Optimize Profile
  7. Message Responses & Chat-bots


  • Automation Is the Future


Automation and artificial intelligence provide the retail BPO services with a greater chance than ever before to streamline procedures and increase productivity. However, completely relying on technology over human agents has a number of problems.

The rise of artificial intelligence in business process outsourcing was once viewed as something that may threaten numerous BPO employment. However, with BPO’s adoption of automated systems and machine learning, it’s evident that some things can’t replace humans.

While this new technology makes it easier to automate some time-consuming and repetitive tasks, it does not mean that the BPO agents will die out soon. Machines are fantastic, but they lack a deep understanding that human agents have objectives, insights, and flexibility.

In this discipline, the optimal usage of artificial intelligence combines automated systems with human monitoring, direction, and intervention as needed. This combination produces very few mistakes and a high level of satisfaction.


Finishing Up


The BPO companies in the Philippines, or globally, have evolved greatly. And this evolution with technology has brought about increased efficiency and productivity across various industries, including the eCommerce sector.

The eCommerce sector, being one of the biggest industries by the number of customers and volume of calls, has been subject to constant developments in terms of technology and its implementation. The primary development has been artificial intelligence. This, along with machine learning, powers every single sophisticated tool and infrastructure there is in the retail and eCommerce sector.

So, now that you know what goes behind running eCommerce BPO companies to streamline customer communications, it will be easier to look for one for your very own startup. After all, being aware of the trends will always give you an advantage.
For more informative articles keep visiting Emu Article.

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