The past decade has witnessed the steady and massive rise of e-commerce businesses. New-age firms and startups founded by young entrepreneurs have ventured into every domain of e-commerce and categories of products such as grocery, electronics, appliances, clothing, travel booking, and much more. Almost every shopping need one can imagine can be fulfilled by e-commerce companies.
However, with the increasing demand for e-commerce services and the popularity of online shopping seasons, the questions arise:
How can e-commerce brands deliver the best customer service and ensure seamless operational efficiency?
What distinguishes a successful e-commerce business from an unsuccessful one?
The answer lies in outsourcing.
Why Customer Support is Key in Ecommerce?
Prompt and efficient customer service and after-sales support are vital factors that can decide the success of e-commerce businesses. In the current digital era, even a few unsatisfied customers can degrade an organization’s reputation on social media platforms.
It is, therefore, critical for an e-commerce business to deploy the best customer experience management practices to keep the customers satisfied and gain a competitive edge in this business environment.
The Benefits to Outsourcing E-Commerce Services
While e-commerce companies can have their own in-house customer service operations, many prefer to outsource them to deliver a seamless customer experience. Listed below are some of the benefits of eCommerce call center outsourcing.
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Improved Focus on Core-Business
By outsourcing customer support services, e-commerce businesses can free up their internal resources, thereby, enabling them to focus on the core functions of their business such as marketing, logistics, analytics, accounting, engineering, and data mining.
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Access to Industry-Focused Services
E-commerce customer services involve the adoption of specialized skill-sets and new-age technology tools. It also requires offering multi-channel support such as email support, voice calls, and live chat to offer a great experience to consumers. A reputed call center service provider will have all the needed resources and technology tools to provide flawless services to their clients, thereby boosting overall customer satisfaction rates.
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Access to a Specialized Workforce
Since customer service is a specialized function, it requires the expertise of trained professionals to handle it efficiently. Reputed BPOs train their agents regarding troubleshooting, complaint handling, order processing, customer win-back strategies, and relationship management services. By outsourcing, e-commerce companies can also save on training costs, close skill gaps, and deliver exceptional customer experiences in a professional and timely manner.
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Round-The-Clock Support
One of the best parts about outsourcing is that you can expect 24×7/365 multi-lingual support that delivers prompt responses to customer grievances, queries, complaints, and assistance with account-related information. Round-the-clock support can help build trust, resolve queries in a single interaction and improve the brand image significantly. This can also translate to improved customer retention rates and onboarding new customers.
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Better Management of Customer Feedback
It is extremely vital for e-commerce brands to maintain a healthy online reputation. In the era of social media, few bad tweets or negative feedback can hamper the revenue generation capabilities of the business. By partnering with a leading BPO, you can ensure that customer feedback is managed properly across all consumer networks and social media platforms. E-commerce customer service providers have skilled employees to track and collect customer responses and resolve queries immediately, making customers feel valued.
Reduce the Rate of Non-Deliveries
Unsuccessful order deliveries are a major concern for e-commerce businesses as they can incur heavy logistic costs. In fact, incorrect or incomplete addresses result in 41% of delayed deliveries, and 39% of unsuccessful order deliveries.
Leading call centers are well equipped to tackle such issues. They will have advanced systems to flag incorrect or incomplete addresses as soon as an order is placed. Once flagged, call center agents will connect with the customer, update the address and ensure the order is delivered on time!
Final Thoughts
In conclusion, to provide a top-notch customer experience, improve efficiency and aid your business to generate massive ROI, you must consider partnering with a trusted and competent call center.
KServe is India’s leading BPO that is known for providing top-notch customer support services. With 18+ years of experience in the BPO industry, you can rely on our proven ability to deliver tangible results that are in sync with your e-commerce business goals.
If you want to have an in-depth understanding of the customer support services we offer or have any queries, feel free to get in touch with us. We look forward to hearing from you!
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