If you’re running an eCommerce business, you know that there are a lot of moving parts. From product development and sourcing to marketing and customer service. It can be tough to keep up with everything, especially if you’re trying to do it all yourself.
That’s where business process outsourcing (BPO) comes in. When you outsource certain tasks or functions of your business, you free up time and resources so you can focus on other areas. And when it’s done right, outsourcing can save you money too.
eCommerce is a huge industry, and only growing bigger. In 2020 alone global eCommerce sales grew by 27,6%, now totalling 18% of all global retail sales. And with this growth comes a constantly evolving landscape. With new technologies, platforms, and distribution channels, it can be difficult to stay competitive. An eCommerce outsourcing company provides expert support for specific tasks or processes, so you can focus on the core functions of your business.
A popular reason eCommerce brands outsource is to reduce costs. When you outsource, you're effectively paying for only the services
...you need, when you need them. This can be a more cost-effective solution than hiring full-time employees, especially when you consider the costs of salaries, tax, benefits, training, and office space.
Another advantage of outsourcing is that it can help improve efficiency and quality. When you outsource to a team of experts,
...they can often get the job done faster and to a higher standard than if you were to do it in-house.
This is usually because outsourcing centres can focus solely on the tasks delegated, without being pulled away by other non-related duties. This allows a more qualitative output as well as a shorter turnaround time.
When you use business process outsourcing for customer service functions, you can improve customer satisfaction by providing a
...more efficient and personalised service.
Outsourcing gives you the opportunity to connect promptly with customers through multiple channels, including phone, email, social media, and live chat. This way you can offer them the best possible experience and build loyalty and brand advocacy.
Our eCommerce outsourcing team are highly trained in the roles you delegate. Your agents will be ready to deliver
...exceptional service from the get-go.
When you outsource to us, you can cherry-pick the team that has the perfect skillset for your project.
This includes both hard and soft skills, like customer service or sales.
By outsourcing non core business functions you deem less important than others, this allows you and your team to focus on
...the core tasks that drive business growth.
For example, if customer service is not the main driver of revenue for your eCommerce store, then it might be an area you outsource. This would free up time for your in-house team to focus on more pressing tasks such as product development or marketing initiatives.
Many eCommerce businesses can have seasonal peaks and troughs in their sales and inquiries.
...This can make it difficult to staff your business effectively.
Hiring to cope with the peaks could mean unnecessary costs in the slow season.
On the opposite end of the spectrum, not hiring to cope with peak demands could lead to missed sales and revenue, and also poor customer service levels.
By using an eCommerce BPO like Consumer Links, you can avoid these staffing issues. We can quickly scale your team up or down depending on your business needs, so you're never overstaffed or understaffed.
This keeps your business costs 'lean' all year round, and your manpower agile to cope with any demand.
All businesses need to maintain brand standards, but this can be difficult to do if you have a high turnover of staff.
...When employees leave, they take with them the training and development invested in them by you. This can lead to inconsistency in the level of service provided to customers.
Outsourcing provides a way around this as it gives you access to a team of professionals that are already trained to deliver your brand message and provide an excellent level of customer service.
This means that no matter how big or small your eCommerce team is, you can be sure that your brand will always deliver consistent results.
When you entrust your company's services to us, we also take on the risk and responsibility of your business growth as your
...eCommerce outsourcing partner.
We become as invested in the success of your campaign as you are.
By outsourcing to an eCommerce BPO in a different time zone, you can extend your business hours to cover more of the day. This is
...because our team can work while you sleep.
This means that your customers can get the service they need at any time, day or night.
It also allows you to free up your in-house team's time so they can concentrate on other tasks during the day.
We provide both front office and back office services for your outsourcing needs. Our UK owned BPO operation can provide a variety of solutions to your business to assist your business growth.
Each service can be customised and tailored to your business requirements. We can even replicate your in-house processes to make the transition smoother for you and your customers.
Our highly experienced eCommerce staff can handle customer calls, process orders and process payments.
We can even integrate with your current CRM or ordering system to ensure a seamless process for both you and your customers.
Whether it's pre or post-sales enquiries, our team can provide accurate and up-to-date product information. We can also provide support with installation or use of products. We understand that every enquiry is an opportunity to build a relationship with your customer, so we'll always deliver an excellent customer experience.
We can handle the whole returns process for you, from processing the return to issuing a refund. Feedback can also be provided to you on why customers are returning items, giving vital insights in helping you improve products and services. This information can be invaluable in helping you to improve your products or services.
We can provide live chat support for your website, so your customers can get the answers they need in real-time. This helps to improve customer satisfaction levels and reduce enquiry handling times. It also provides an opportunity to upsell or cross-sell products and services.
We can manage your company's email inbox, responding to customer queries promptly. We can even integrate with your CRM system for a seamless process.
This frees up your time so you can focus on other areas of the business, safe in the knowledge that your customers are being taken care of and their queries handled efficiently.
Social media is important now more than ever for brand loyalty and image. Our eCommerce team monitor and respond to comments and queries on your social media platforms, making sure your company is portrayed in a positive light. We understand the importance of social media in building relationships with customers and delivering excellent customer service. We'll make sure that your social media presence is professional and engaging, and that your customers always feel valued.
We all know back-office functions can detract time and efforts from key business drivers. Our eCommerce outsourcing team can ensure administrative tasks are taken care of, leaving your resources to be delegated more effectively within the business. From stock management to data entry, reconciling accounts to accounts payable services, our eCommerce BPO can assist.
There are many reasons to choose our outsourcing services for your eCommerce business, but some of the main advantages include:
See how eCommerce firms have utilised our BPO services in our case studies.
Outsourcing your eCommerce processes can save you time and money whilst freeing up valuable resources within your business to drive business growth.
It also provides the opportunity to improve customer satisfaction levels and build loyalty.
Our team of highly trained and experienced agents are on hand to support you with all your eCommerce needs.
The Old School House
Manchester Road
Carrington
Manchester
M31 4UG
220 Flanders Drive
Mount Edgecombe
Kwa-Zulu-Natal
South Africa
4302
