In a heavily competitive business world, eCommerce businesses must have strong well-managed customer support to retain customers and set a firm foot in the retail spectrum. Since eCommerce businesses mostly need B2C support and occasionally B2B for vendor and supplier management, outsourcing e-commerce services is a wise choice. A BPO company for eCommerce can offer various services, from multichannel answering support to order processing services.
Many online shopping sites emerge every day, which gives uncountable choices to customers both in terms of product types and prices. Hence, to stay ahead of your competitors and get more visitors, high-quality retail customer support services are imperative. The eCommerce call center can provide outstanding customer service. By outsourcing eCommerce services, you improve customer satisfaction and also win potential customers in the process.
What are the e-commerce duties that can easily be outsourced to a BPO company?
E-Commerce superheroes like eBay, Amazon, and Alibaba forever altered the landscape of the retail sector, facilitating customers to shop with convenience. From electronics to apparel and grocery items, users can browse and shop at the click of a tab. The flourishing eCommerce business has proven that it is what people like over brick-and-mortar stores. And, in nearly two decades from now, 95 percent of shopping will be done over eCommerce stores. Thus, businesses are looking for innovative ways to scale down operational expenses while pushing up their customer service. An eCommerce call center helps companies by taking up and performing non-core functions at a fraction of costs.
Today, there are uncountable tasks that you can outsource to an eCommerce contact center. Here are some functions that are easily outsourced without hampering the core business competencies:
- Multichannel, multilingual customer service – Voice, text, email, social media, and chat
- Bulk data entry
- Order processing, tracking, and fulfillment
- Outbound marketing campaigns
- Market research and customer surveys
- 24-7 answering support
- Invoice and payment processing
- Lead generation
- Product indexing
- Claim management
- Return order management
- Up-sells and cross-sells
- Tech support
- Post-sales support
- Vendor-supplier-logistics coordination support
- Supervising customer loyalty programs
Outsourcing e-commerce services enables online retailers to outsmart competition with agility, customized customer service, superior engagement across various channels, and industry-specific and target-driven marketing. The results are increased cost-effectiveness and higher customer satisfaction rates.
Acquire and retain more customers with eCommerce outsourcing
eCommerce vendors believe that in the era of cutthroat competition, it is better to pour effort into retaining customers than in acquiring new ones. To improve the customer retention rate, eCommerce BPO providers can create better engagement strategies, increase FCR rates and satisfy customers with accurate information.
Outsourcing eCommerce services provide numerous other advantages like:
Firstly, Access to the modern technology
Secondly, Savings on new hires, infrastructure, and office setup
Thirdly, Improved productivity
Fourthly, Excellent omnichannel customer support
Fifthly, Scalability to size up quickly and on budget
If you want are migrating your business from offline retail to online, you need expert assistance. Not only your product and service offerings should be of high standards than your competitors, but your customer service department should also be experienced in handling various kinds of requests and grievances. Outsourcing e-commerce services can provide seamless migration with high-quality assistance – from IT troubleshooting of your internal staff to prompt answering on multiple channels.
It needs more effort, investments, and resources to acquire new buyers than to retain the existing ones. This is one of the easiest but widely practiced profit mantras for eCommerce companies. With an experienced BPO agency as your partner, you can streamline internal operations and deliver excellent customer support.
Here are some of the ways a BPO company can increase the profit margin for eCommerce companies.
Firstly, Multichannel Customer Service
In the age of digitalization, your customers are everywhere. They are on social media, webchat, message apps, emails, and every other communication platform! Improve customer service experience by being present on all the channels your customers are and where they could connect to you. Therefore, retail customer support services with multichannel support can help you acquire more customers.
Secondly, Secure Payment Processing
An eCommerce call center with PCI DSS Level 1 compliance builds trust among customers. It ensures hassle-free and secure payment processing every time.
Thirdly, Order Management and Tele sales
Customers often call when they need more information about a product or service. Call center agents to have professional training to receive order-related inquiries, provide in-depth information about products or services, and induce them to “Proceed to Buy.” Reduce the stress, time, and cost of recruiting and training by outsourcing e-commerce services to a retail BPO service provider.
Recruiting has become a time-consuming and expensive endeavor. For niche domains, it is hard to find qualified customer support associates at your budgeted salary. And there is a percentage of temporary customer service representatives who leave the job all of a sudden without any prior notice. Outsourcing eCommerce services will help you shrug off some responsibilities and reduce recruitment and training costs.
An eCommerce system, tech help desk, order entry, customer service, and product assortments are complicated. It requires a lot of training and “buddy-up” time for new hires to build confidence. Is your company ready to spend so much time, effort, and money to set up an internal customer service department? If not, an eCommerce call center can yield you more profit.
Fourthly, How to perk up Retail customer support services?
Although eCommerce and retail call center services look similar, there are slight differences in service offerings. For eCommerce services, most services are digital. Ecommerce is all about the online experience. Today, most eCommerce businesses are looking for people-centered services, omnichannel support, and social media services. By outsourcing to a BPO company, you can gain access to experienced services from industry experts who understand and value your customers just like you do.
Final Words
If you want to hire a trusted eCommerce call center, look for the qualities and service requirements. Choose a PCI DSS compliant BPO above all because you don’t want to bear unnecessary penalties for compliance breaches. It would help if you also considered other factors like location, target customers, and language support you need. Many outsourcing destinations within the U.S., like Ohio and Georgia, offer affordable eCommerce outsourcing services. Global offshore locations like the Philippines, India, and Albania are known for assisting Amazon, eBay, and other eCommerce titans. So, hurry up and choose your outsourcing partner today!
