A critical aspect of an ecommerce experience is customer service. It is also the most powerful marketing tool. Why you may ask?
If you want to run a successful marketing strategy for your ecommerce brand that obtains conversions and nurtures leads, you will also need to master customer service. By doing so, you will keep your existing customers happy, generate positive online reviews, attract new customers, and improve overall brand awareness.
By outsourcing, you can leverage the benefits of exceptional customer service. To know more about the advantages of outsourcing, read through our latest blog that covers just that.
However, deciding when to outsource your customer service and technical support is a choice that is unique to each business’s resources and needs. Check out these six scenarios in which transferring to a proficient BPO could be a smart move:
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If Your Business is a Startup
Say your ecommerce business is a startup that is up and running, and your workforce is small. You want to focus on the primary market operations instead of directing your resources to customer support operations.
During such a time, it’s best to adopt an efficient business model to take care of this particular task. Consider coming up with a contract model that can handle your phone inquiries, chat queries, and contact us page. This is where outsourcing can prove to be of great help.
Not only will you be able to focus on the core functions of your business, but you will streamline your business operations and improve the overall efficiency of your business.
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If You are Unable to Respond Quickly Enough
Consumers love ecommerce precisely due to one major factor – it’s fast. And, they expect their queries to be solved quickly as well. It is therefore vital to focus on improving your average response time. If customers reach out to you, your reps should be prepared to respond within seconds.
So, when it comes to your customer service requests, how quickly is your in-house team responding? If the answer is ‘not quick enough”, then maybe it’s time for an experienced BPO to step in.
With skilled agents who are trained to handle the never-ending stream of queries and requests, issues such as delayed responses will be a thing of the past.
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If You Need a Competitive Edge
A seamless and on-demand shopping experience is what ecommerce customers expect when they visit your website. By partnering with a third-party customer service provider, you can provide weekend and after-hours customer support, such as answering concerns related to products, shipping, and returns.
This will not only increase your customer satisfaction rates but will also provide your business the edge it requires to survive in today’s competitive markets.
When You Require Customer Support in Many Languages
The complexity of the customer support experience is quite often determined by the languages your customers speak and the networks your business uses. If your customer base is located in different parts of the country or world, and if you receive queries in several languages, it makes sense to collaborate with a BPO that can offer multi-lingual support. This will help you provide exceptional customer experience, minimize customer neglect, overcome language barriers, and improve customer satisfaction rates.
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When You Require Multi-Channel Support
From emails to voice, social media, and chat, each platform is viewed as its own discipline. Telephonic support is very different from live chat, and email support is quite different from text messages.
Each channel has its own requirements of skill sets, infrastructure, and capabilities. If you are planning to add a new platform to your business’s customer care support, then it is advisable to partner with a BPO that is well-versed in different channels, plus equipped with advanced digital tools and skilled experts.
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If You are Nearing Festive Season
The festive season brings about a vibrant mood and gives people a good reason to indulge in online shopping sprees. As exciting as it may seem, it can increase the volume of queries, orders and bring various customer support challenges.
By outsourcing to a leading BPO, you can gain access to a team of experts who are prepared to handle the load of peak ecommerce season. From optimizing the customer experience, order management, to offering support on multiple channels, you can expect everything to be taken care of seamlessly during the festive season.
Final Thoughts
In conclusion, the proper time to outsource customer support will vary for each ecommerce business. A word of advice though, – Do not be scared when it comes to taking the leap. Just ensure that you are doing it for all the right reasons.
If you are planning to search for a renowned outsourcing company in India, then look no further. Meet Kserve!
We have been providing quality customer support services to businesses for 18+ years. If you have any queries or want to have an in-depth understanding of our services, feel free to connect with our experts today!
