How Call Center Software Benefits the Jewelry Industry

Jewelry is a perennial trading hub for those with significant others, children, or people who just want to treat themselves every once in a while. Jewelry is one of those fantastic options for birthdays, special occasions, or just to make a statement of love.

Buyers have always looked to professional jewelers to help them select the most beautiful pieces for their loved ones, and this has not subsided in the age of Covid-19 restrictions. In fact, jewelers have become among the most agile retailers in these current conditions because people’s lives still go on and special occasions are still occurring.

One space where the jewelry industry is shining through is with the implementation of new and robust call center software packages. Customer service has always been a priority in this industry, from originations such as Alamos Gold, Turkey to end-user sales and after-sales service on gold and diamond jewelry such as a U.S. national retailer like Zales.

Call center solutions take center stage in the jewelry industry.

Jewelry sales are all about personal connections. Significant-others purchase engagement rings, natural diamond jewelry, and gemstone items in order to share a special moment with each other. Buyers want an intimate buying experience that matches with this deeply personal giving experience and contact center solutions are the best way to ensure that this remains the only way that jewelers engage with their clients.

With state-of-the-art integrations like Oracle call center software, jewelers are more than equipped to handle the customer service needs of all the clients in the register. Contact center agents have been forced to deal with substantial in-house closures and a shift toward working from home as the Coronavirus pandemic has ravaged businesses and personal lives over the past year. But call center agents are more than up to the challenge that this pandemic has posed to buyers and callers looking for information.

Contact center agents are working with remote contact desktops that operate out of cloud-based software packages. Instead of the bulky desktop terminals that so many former CSRs might be used to, today’s caller can log in to their workspace through a simple browser and begin fielding the needs of clients. With agile call center software, CSRs based in North America or elsewhere can field all manner of issue that a caller might have. Agents can instruct customers on the returns process, exchanges, and even help to make a defect or other issue right, all from the new workplace of their kitchen table or couch.

There have been some growing pains in facilitating these new norms, of course, but the software has been building for a moment just like this. With clients spending hundreds or thousands of dollars on intricate pieces of multi-carat jewels and equally stunning chains, bracelets, necklaces, and earrings, the need for a strong CSR presence remains a high priority for jewelers all around the United States and in all other local community and national markets.

High-quality jewels are still a high priority, too.

In addition, with remote call center solutions, customers are also continuing to demand ethically-sourced diamonds and cruelty-free gold, silver, and platinum precious metals.

Ethical sourcing is a staple among jewelers these days. Clients are increasingly aware of the problems that revolve around conflict diamonds and non-ethical gemstone practices that leave a devastating trail of death and destruction among some of the world’s most vulnerable populations. Dealers are growing more mindful of these issues and have worked with distributors to only source diamonds and other stones from mines in areas where conflict stones can be avoided. Nations like Angola and Zimbabwe have a long history of conflict and abuse surrounding the trade of natural diamonds and other gemstones, so dealers and consumers are shying away from these states in favor of others like Botswana, Canada, and elsewhere.

This stringent process to weed out conflict diamonds from the supply chain hasn’t diminished the quality expectations in the slightest. There is no true front-runner when it comes to sourcing precious stones or precious metals for use in making exquisite pieces of art, so rejecting businesses that trade in stones sourced from conflict areas is actually much more achievable than it might seem. Consumers are taking notice, which has created a far greater oversight into the trade and use of diamonds and other materials in the production. A reputable jeweler will be able to tell you exactly where your stone was mined and every step from the ground to fastening around your wrist, finger, or neck.

Ethically sourced stones and call center software make up the backbone of the modern jewelry industry. Consumers want specific and well-documented answers to their questions about the processes that go into making the pieces they will wear for years to come. Jewelers are answering these calls with greater transparency and a commitment to progress and resource integration.