Table of Contents How do you turn casual website visitors into loyal customers? That’s one of the key questions involved in running any online business, and one of the top answers is always going to be this -“a solid customer experience”. According to Forbes, businesses that focus on improving their customer service see an 80% increase in revenue over time
That’s exactly where an outsourced e-commerce team can help. It can improve the quality and rate of your responses to your customers, while giving you back some of that valuable time, as well as the freedom you need to make long-term improvements to your business. All of that can ultimately have a positive impact on your bottom line. Here are five of the most pivotal ways in which outsourcing your e-commerce team can improve the customer experience.
Faster Response Times and 24/7 Availability In the world of e-commerce, speed is absolutely vital. Consumers think quickly, decide quickly, and act quickly, so that means your business needs to be able to keep up. Recent research says that most online customers will give your site anywhere between a minute and as little as 8 seconds of their time, so if there’s any confusion or even a minor issue, there’s a risk they’ll quickly bounce off the page and then you’d lose the sale.
An outsourced e-commerce team can help you avoid that with quick response times and round-the-clock availability, ensuring that customers get help wherever they need it. That 24/7 capability is particularly important for supporting overseas customers in different time zones too, protecting your international sales.
Expert Query Handling and International Localisation Customer service is often a demanding job, and when you’re running a business online, it can be difficult to keep up alongside your other duties, especially if you have a relatively small team. An outsourced e-commerce team can stay fully focused on customer service, with agents trained to resolve queries efficiently, freeing up you and your team to focus on running the business.
Outsourcing your e-commerce team can also help you support customers in their native languages and account for different cultural norms. This can reduce miscommunication and errors while strengthening customer loyalty.
Consistent Service Levels Across Different Channels One of the keys to online success in today’s digital landscape is maintaining a balance of different customer touchpoints, including phone, email, and social media. A dedicated outsourced customer service team can focus on delivering the same consistent level of service across each channel.
This gives customers a smooth experience regardless of how they choose to get in touch. It also helps build trust in your brand and creates a clear opportunity to reinforce your vision and values at every stage of the customer journey.
Easier Identification Of Common Issues Outsourced service teams can provide valuable insight by collecting data around common customer issues, helping to build a clear picture of recurring pain points. This information can highlight where improvements are needed, such as issues following a website update or repeated problems with a contact form.
This insight helps you resolve pressing issues and anticipate potential future challenges, including changes driven by market regulations or search engine updates. Customers can also feel more valued when they see their feedback acted upon quickly, which helps build trust and repeat custom.
Frees Up Internal Team Resources For Proactive Improvements With an outsourced e-commerce team handling immediate customer needs, your internal teams gain more time to focus on proactive improvements such as strategy, product development, and service enhancements.
This creates long-term improvements to your customer experience alongside fast issue resolution. It provides a strong foundation for sustainable growth and helps keep customers coming back.
Let’s Take Your E-Commerce Business to the Next Level At Consumer Links, we provide BPO solutions designed to improve the customer experience, including e-commerce outsourcing services
Our UK-managed teams and delivery centres work as an extension of your brand, helping you get more value from your online presence while strengthening trust and credibility. Ready to discover a BPO solution that works for you? Get in touch
