eCommerce BPO
The eCommerce industry can be one of the most competitive business sectors to work in – especially considering the substantial competition that online commerce businesses can face.
According to statistics, there were around 26.5 million online e commerce stores in the world in 2023, and about 2.64 billion customers were expected to shop in eCommerce stores in 2024.
With such stiff competition, it is clear that eCommerce platform owners cannot rest on their laurels when it comes to their business operations – especially if they want to maintain a high level of customer satisfaction.
Any online business needs to have a business strategy with a clear focus on how it will achieve its business objectives, and how it can stand apart from its competitors.
This means that any extra support that has proven results can be leveraged to streamline business processes.
eCommerce BPO certainly is worth exploring, as it can provide solutions for several tasks needed for an online retailer to succeed in the digital space and provide a superb eCommerce and customer service experience.
Let’s review this business process outsourcing solution and why it is a popular choice for business owners.
What is BPO eCommerce?
eCommerce customer service comes with a lot of data handling, which means accuracy is key to ensure not only successful purchases and dispatching but also consistent exceptional customer experience and support.
This is where outsourcing customer service truly shines in its role: By ensuring that data accuracy is maintained through every step of the purchase cycle, and assisting businesses in peak times, such as seasonal sale cycles when the uptick in orders needs to be managed properly.
Why do business owners choose eCommerce BPO?
Due to the modern, digital nature of online retail, eCommerce BPO is a perfect fit for businesses embracing all the benefits of online purchases.
Quality eCommerce outsourcing services allow businesses to get fantastic online support, without needing to invest in extra infrastructure or other in-house costs.
They can simply partner with a third-party service provider, and instantly work with expert talent who can manage several support tasks that they are skilled in.
What are some typical functions that eCommerce BPO providers can assist with?
Several administrative tasks can be expertly handled by a third-party provider, including assisting with product inquiries, processing orders, handling complaints, and managing product refunds as needed.
BPO teams can act as customer service representatives, and play a crucial role in providing quality customer service.
Another back office task that eCommerce BPO teams can assist with supporting digital marketing services and managing social media platforms.
This can especially benefit the competitive retail industry where eCommerce businesses need to ensure they remain top of mind with their customers.
Why is eCommerce BPO important?
Outsourcing eCommerce tasks can help online retailers establish a successful business model where typical back-end tasks are managed by a third-party provider while company owners focus on their marketing strategies and business and revenue growth.
To ensure this success is achieved, companies should consider providers with impeccable track records and substantial experience.
Ideally, they should only work with those BPO providers that have experience in their specific niches, such as clothing, homeware, or digital equipment.
What are the benefits of eCommerce BPO?
1. Improving customer satisfaction thanks to various support functions
Many BPO providers can offer companies 24/7 services, which can especially benefit businesses that are selling products internationally.
Customers can reach out at any time and be assured that someone will be able to answer their queries quickly and efficiently.
2. Access to leading technology
Top BPO providers are skilled in industry-leading software and best practices in outsourced eCommerce services.
They are trained in various processes and are experts in customer support.
3. A high level of data security
Vetted outsourced partners will ensure that no customer or business data is exposed to any other parties.
They will ensure that all data is handled carefully and with the necessary protocols in place.
4. Reduced operating costs, optimal service delivery
Outsourcing companies provide specialized skills at fixed costs, which means companies can save money when hiring these specialists.
They will not need to be concerned about training employees or needing extra software or equipment, as their external provider will already have the necessary equipment.
5. Relief from time consuming back office tasks
Whether providing live chat support or customer service functions, eCommerce customer service outsourcing companies can reduce the workload of an eCommerce business.
This can leave more room for an in house team to craft strategies for business growth and enhance service quality as needed.
Why should a business consider working with eCommerce BPO providers?
Working with expert, vetted third-party providers can allow any business to scale and fine-tune their business models.
If you are eager to embrace these opportunities, contact our expert team today.
We would be happy to assist you with prime eCommerce BPO providers who have great track records and industry knowledge, and that can be a great fit for your business.
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FAQ's
Have a look below for more information about eCommerce BPO.
What is eCommerce outsourcing?
eCommerce BPO involves third-party providers being hired to perform various tasks for online retailers, such as customer support, and managing orders and shipments.
Which tasks are eCommerce BPO providers responsible for?
Outsourced providers can manage several job functions such as customer care, data entry, fulfilling orders, keeping track of orders, handling customer complaints and customer queries, and managing product returns and refunds.
Is eCommerce outsourcing expensive?
eCommerce BPO packages can be tailored to any business’s needs and budget, making them cost-effective strategies for any business.
Is eCommerce outsourcing worth it?
Third party providers can easily become trusted customer service representatives.
As an extension of a business, they can boost customer service operations, maintain quality control, and support core business functions.
Any eCommerce business of any size can reap the rewards of the customer service experts, while enjoying cost saving packages that suit their budgets.