SO CALLBACK
Contact center software for e-commerce
Online retail keeps growing, and so do customer expectations for support. ServiceOcean’s contact center software optimizes handled calls and cost in phone-based customer service, so you deliver an outstanding customer experience and greater operational efficiency, especially during Black Friday, Cyber Monday, and the holiday rush. See how OBI is driving digitalization in its service center and delivering a first-class customer experience.
Alternatives to hanging up
Industry solution for e-commerce
See how SO Callback improves handled calls and the customer experience for e-commerce companies.
„Handled calls stay above 95% even during peak times. We would choose ServiceOcean again and again.“
Susanne Bornemann
OBI
Why is tailored contact center software critical for e-commerce?
In e-commerce, outstanding customer service is a decisive success factor. Customers expect fast, precise answers and smooth problem resolution, whether they are asking about a delayed shipment, a return, or an order mix-up. Our software gives you the tools to exceed those expectations, even when call volume spikes by 200% or more during Black Friday, Cyber Monday, and the holiday rush. Together, we deliver value such as:
- Seamless handled calls: Guarantee that your customers get support whenever they need it, without long hold times, even during your highest-traffic shopping days.
- Cost advantage: Automated processes and smarter use of resources deliver a significant operating cost advantage, without the need to over-hire seasonal staff.
- Smart IVR systems: Use behavioral science and data analytics to design IVR scripts tailored to your customers’ needs and to boost their satisfaction, whether they are calling about order status, returns, or shipping updates.
With ServiceOcean’s software, your e-commerce business offers customers real alternatives to waiting on hold for the first time. Management, customers, and employees are impressed alike!
„Agents talk to satisfied customers who did not wait involuntarily, but are delighted by an on-time scheduled callback.“
Susanne Bornemann,
OBI
Achieve up to, as an e-commerce company
38
%
more handled calls
85
%
cost advantage
96
%
satisfaction
50
%
fewer abandoned calls
Deep dive SO Callback
AI contact center software for 100% handled calls
Get ServiceOcean’s ebook and find out how to improve handled calls and availability with the same number of employees, using AI and behavioral science to optimize cost and handled calls in phone-based customer service.
SERVICEOCEAN PORTAL
Your KPIs at a glance
Benefit from meaningful KPIs, automated data analysis, intelligent insights, and a new dashboard.
SOFTWARE FOR INBOUND CALLING
Product features
Dashboard & Reporting
Speech recognition
Customer notifications & call reminders
Skill-based routing
Real-time synchronization
Text to Speech
Satisfaction surveys (NPS)
Simple bot connection
FAQ
Frequently asked questions
Software solutions like ServiceOcean let online retailers manage high call volumes efficiently and offer customers targeted callback times during peak hours. OBI uses SO Callback and achieves 95% handled calls even during seasonal peaks like BFCM and the holiday season.
Tools like SO Callback offer automated callback booking, prioritized call distribution, and smart capacity management, ensuring reliable service even during high demand. Handled calls improve significantly, even during peak periods.
Customers choose a callback time online. Employees are prepared in advance and can resolve requests faster and more precisely.
BECOME A SERVICE HERO
Contact Form
Let’s talk.