Contact Center of Allsoft Ecommerce took the prize in the nomination "Best Customer Experience Team" of the CX World AWARDS Award

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Contact Center of Allsoft Ecommerce took the prize in the nomination "Best Customer Experience Team" of the CX World AWARDS Award

The contact center of the Allsoft Ecommerce platform http://allsoftglobal.com/  (part of the Softline group of companies), a billing supplier for selling software products on developer sites, took the second place in the nomination "Best Team of Client Experience" of the international award CX World AWARDS. Eight participants entered the final of the nomination, among them – Tele2, ESET, World Class, Moscow Credit Bank. The jury evaluated the main principle of the Allsoft Ecommerce’s contact center team – mindfulness. Thanks to it, the contact center staff focuses on the quality of customer service, and Allsoft Ecommerce soon will be able to provide a new service – "Premium Technical Support".

The contact center of the Allsoft Ecommerce platform http://allsoftglobal.com/  (part of the Softline group of companies), a billing supplier for selling software products on developer sites, took the second place in the nomination "Best Team of Client Experience" of the international award CX World AWARDS. Eight participants entered the final of the nomination, among them – Tele2, ESET, World Class, Moscow Credit Bank. The jury evaluated the main principle of the Allsoft Ecommerce’s contact center team – mindfulness. Thanks to it, the contact center staff focuses on the quality of customer service, and Allsoft Ecommerce soon will be able to provide a new service – "Premium Technical Support".

Allsoft Ecommerce consistently demonstrates high customer satisfaction with the level of customer service. The consumer satisfaction index (CSI) is 83%. The team of the project had to explain before the jury what a high level means, and what approaches and methods Allsoft Ecommerce uses to reach it. The main components of the buyers’ high evaluation were the adjustment for each client, the clarity and simplicity of the key processes for the client (consultation, purchase, return of goods), the honesty of the team's representatives and their desire to objectively evaluate the results of their own work, as well as the balance of interests "vendor-Allsoft Ecommerce-client".

"In 2017 Allsoft Ecommerce entered the international market. In a new environment, we can compete by offering partners and customers an unprecedented level of customer service. The mindfulness of each representative of the team helped us to reach it. This mindfulness extends to communication with customers, evaluation of the results of their own work, readiness to reach out to the buyer directly, bypassing the formalities in the form of instructions and regulations. Each manager has the authority to change the process if it is illogical and to correct an error that has occurred. Buyers feel it, express their gratitude, put high marks and come back again and again. In my opinion, this is a signal that the client service is about to outgrow the stage of "regulations for all occasions." Without a doubt, the future of contact centers is with such "conscious" teams like ours, "says Natalya Vanerke, the head of the contact center of Allsoft Ecommerce.

Experts of the Allsoft Ecommerce contact center receive about 20,000 incoming customer requests on a monthly basis by phone, chat, mail. The questions of buyers are answered by 12 manager-consultants and three technical support specialists. In their work, the team focuses on the following metrics: 20 seconds for a response in a chat or on the phone, 120 minutes for an answer to general questions by e-mail, 20 minutes for a response to the request, return or replacement of the software.

Allsoft Ecommerce http://allsoftglobal.com/ operates 150 online stores not only in Russia, but also in Ukraine, Kazakhstan, Belarus, Poland - only 40+ countries

Among the clients of Allsoft: Kaspersky Lab, AVAST, ABBYY, Dr.Web, Parallels, Acronis, Infowatch, Paragon, Auslogics, Embarcadero and many other companies around the globe.