ModusLink Builds on Digital Commerce Momentum with Services and Customer Wins for Contact Center Solutions
As ModusLink continues to experience growth in its digital commerce sector, the contact center has served as the backbone for a number of recent business enhancements and expansions. Most notably, ModusLink has recently signed and deployed two major customers — Whisker Labs in the U.S. and T3 Micro in the U.K. By partnering with ModusLink, these brands are able to focus on creating and selling new products, while ModusLink handles phone and email contacts, covering 8 languages in 12 countries, as well as fulfillment and returns.
Working with contact centers that aren’t managed correctly can be a pitfall for consumers, leading them to take their business elsewhere. To avoid this, many large organizations look to automate and replace difficult-to-manage centers with online forums and help desks — both of which have also proven to be pain points for consumers who want quick responses and efficient, targeted answers. According to a 2015 study from Forrester Research, two significant drivers of customer frustration are when different customer service agents provide callers with different answers — or no answer — and when the contact center information isn’t easily found on a company website.
ModusLink has addressed these concerns head-on by prioritizing the management of our contact centers, ensuring overall organization and seamless transactions. Unlike automated systems, our contact center agents work to improve customer experience and build loyalty by leveraging end-to-end, integrated offerings that align its customer’s call center with the related element of their business, such as e-commerce platforms and returns. A partner like ModusLink can manage all aspects of the digital and physical supply chain, equipping brands to help their clients’ customers in the most efficient and effective way. Key benefits to this system include:
- Always-On Global Support –Our cloud-based platform gives brands business continuity assurance and their customers around-the-clock service with a higher level of quality than is available with regional or in-house systems.
- Improved Brand Experience – Customers expect the best. We use intelligent routing and a choice of contact method — call, email or chat — combined with seamless multi-language support to connect brands’ customers quickly and increase first-contact resolution. In fact, our first contact resolution rate is more than 90 percent, compared to the industry standard of 74 percent.
- Data-Driven Analysis –With our cloud-based service model, brands gain a global view of their customer contacts and trending issues to drive business decisions and improve long-term customer satisfaction.
- Complete, Integrated Solution – Our contact center operations are integrated with our complete services, offering an end-to-end e-commerce sales channel including web store development, Financial Management, Returns Management, QA monitoring (ISO 9001/2000, COPC compatible) and Entitlement Management.
For more information about ModusLink’s Contact Centers, please visit our solutions page. To learn more about identifying weaknesses and potential pain points in your supply chain to keep your supply chain running smoothly, download our whitepaper: 10 Ways to Assess Your Supply Chain Strength.
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