It is no secret that ecommerce businesses need to provide excellent customer service in order to be successful.
In fact, a survey by Microsoft stated that 95% of consumers indicated that customer service is important to their choice of brand, and their loyalty thereafter.
As your business scales, maintaining that high level of customer service you delivered when you were a smaller business can become increasingly difficult.
One solution is to outsource your customer service using business process outsourcing (BPO). By using an eCommerce BPO that specialises in customer service, you can take advantage of their expertise, processes and technology, to help you deliver the high level of customer service your business needs to grow.
Here are four ways outsourcing your customer service can help your ecommerce business grow:
Customer service is a critical part of any eCommerce business, but it can also be one of the most expensive areas to run. By outsourcing customer care, you can save on the costs associated with running a customer support department, such as:
By outsourcing customer service to a BPO firm, it becomes the third party's responsibility to handle the agents pay, taxes and benefits. This can lead to considerable savings for your business.
In the UK, employers spend on average £1530 training new employees. When you outsource customer support, you drastically reduce this number to almost zero, as the training and development of your customer support team will be taken care of by the BPO company. In addition to costs, you also save the time and dedication required to garner new employees upto the standard required. Using an outsourced contact centre, you can lean on ready-to-go customer support agents who are already equipped in the art of eCommerce customer service.
When you outsource, the BPO company takes on the financial responsibility for any technology and infrastructure required to run the customer service operation. This includes the cost of hardware, software, cloud-based solutions and more. Depending on the size of the operation, this cost-saving could equate to thousands, if not hundreds of thosuands for your business.
As an eCommerce business, you need to be able to respond quickly to changes in customer demand. This might include spikes in traffic during busy periods such as sales or holiday periods. It could also mean having to deal with a sudden increase in customer queries or complaints following the launch of a new product or service. Outsourcing can help you stay agile when managing these peaks in demand. By using an eCommerce BPO vendor, you can scale up when necessary and reduce in slower periods, enabling your business to remain 'lean' all year round and helping to control costs.
With the growth of online shopping, grew the number of options available to a client.
If your customer support is not maintained to a high standard, then you will be losing customers to a competitor who does.
According to a recent study, 58% of customers will stop doing business with a brand if they receive a poor customer service experience.
By partnering with a customer contact centre specialist, you can have a ready to go, skilled customer support team that can provide the excellent customer service your eCommerce business needs to succeed.
A good eCommerce BPO vendor will also have processes and systems in place to help you deliver an excellent customer experience.
This includes a focus on first contact resolution, fast response times and detailed reporting so you can track and improve your customer service levels over time.
The amount of analysis you receive on your customers’ experiences may help you better understand your company as a whole, and where certain customer touch points might be improved.
When you scale a company, it puts strain on workloads, and less attention is paid to the elements that aided in your eCommerce brand’s development.
By outsourcing customer service to a ready-to-go skilled operation, you can focus on strategic ways to grow the business, such as expanding into new markets or launching new products markets or launching new products.
This can often be difficult when diverting attention to managing an in-house customer service team. An eCommerce BPO partner, on the other hand, can enhance your company’s reputation by becoming an extension of it.
Consequently, this will lead to increased customer loyalty and advocacy for the eCommerce brand.
By outsourcing your customer support, you can expand your business globally without the need to set up a physical presence in every country.
This is because an eCommerce BPO vendor will have a team of customer service agents who are skilled in multiple languages. They will also be familiar with global cultures, which is essential for providing culturally-sensitive customer support.
In addition to the above some outsourcing companies, they can deliver a ‘follow the sun’ customer service operation, meaning your eCommerce brand can offer 24/7 customer support.
This is a significant advantage over having an in-house customer service team, which is likely to be limited to office hours in your time zone.
Offering round-the-clock customer service will help to improve customer satisfaction levels as well as boosting sales and conversion rates.
It will also give your eCommerce brand a competitive edge over others who are not able to offer the same level of service.
There are many benefits to outsourcing customer service for your eCommerce business.
It can help to improve customer satisfaction, reduce costs, enable innovation and give your brand a global reach.
Customer service is a crucial part of any eCommerce business, yet it is often one of the first areas to be cut when costs need to be reduced.
Outsourcing customer service to a team of skilled professionals can help you maintain high customer support levels without breaking the bank.
Our outsourced customer support centre can provide several services to lessen the burden such as;
If you are considering outsourcing customer service for your eCommerce business, get in touch with us today to see how we can help.
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