Table of Contents
- Defining Customer Service
- All About Online Retail Business
- Why is Customer Service Vital to Online Retail Business?
- What is a Call Center Agent’s Role in Online Retail Business?
- Customer Service Outsourcing in Online Retail Business
- 5 Types of Customer Support That BPO Companies Can Offer
- Top 8 Reasons to Outsource Customer Service in Online Retail Business
- Steps on How to Outsource Customer Service for Online Retail Business
- Conclusion
It is no easy feat to build a robust and loyal customer base. For online retail entrepreneurs, they find success not only by offering a fantastic product or service but by including a personal touch to their coveted client relationships. As such, special offers, thank you notes, and constant empathetic customer support has known to make consumers ecstatic and keep them coming back for more. It’s the very reason why customer service is a critical component of their success especially in the modern business world empowered by digital transformation.
However, managing customer service in-house can be a huge undertaking, especially if you’re handling it alone or on a tight budget. And it can be even more challenging to scale high-touch customer service for startups and SMEs’ e-commerce.
Outsourcing customer service to a business process outsourcing (BPO) firm could be the answer. As a cost-effective solution, customer service outsourcing can help your retail business become more efficient and provide a better customer experience.
The Lead Enquiry, an excellent outsourcing marketplace, can even assist you further in working with the best customer support agents across the globe.
Keep reading our blog as we provide an overview of what outsourcing customer service entails, discuss why this may benefit your business, and explain the key steps needed to outsource effectively!
Defining Customer Service
Customer service refers to the assistance and support provided by a company to its customers before, during, and after a transaction. The primary objective of customer support is to ensure that every consumer has a positive experience with the company, which in turn can lead to loyal customers and increased revenue.
There are various channels through which companies provide customer service, including phone, email, social media platforms such as Twitter and Facebook or live chat on their website. Regardless of the channel, good customer service should be prompt, polite and helpful. Companies prioritising customer satisfaction will go above and beyond to handle all complaints professionally while providing timely solutions.
Customer service teams often use metrics such as response times or wait time on hold when measuring their success rates. This information helps them identify areas for improvement while striving towards achieving better quality customer service standards.
All About Online Retail Business
Online retail business, also known as e-commerce, is a type of business that involves the buying and selling of services and goods through the Internet. This form of business has become increasingly famous due to its accessibility and convenience. With online retail businesses, customers can browse products from anywhere in the world and purchase them with just a few clicks.
The online retail market includes everything from small independent shops to large multinational corporations. These businesses typically operate through their websites or third-party platforms like Amazon and eBay. In addition to traditional physical products like clothing, electronics, and books, some online retailers sell digital products such as software or subscriptions to streaming services. Online retail businesses have also made it easier for entrepreneurs to launch their product lines without needing a brick-and-mortar store.
Why is Customer Service Vital to Online Retail Business?
Customer service is the backbone of any e-commerce store because consumers rely on it for concerns, questions, and overall uncertainties. Having a reliable customer service team makes everything operate seamlessly for your online retail business. In a sea of competitors, one of the most effective ways to segment yourself from others is by rendering a truly professional customer service experience.
What is a Call Center Agent’s Role in Online Retail Business?
Call centre agents are essential for online retail businesses. They play an integral role in ensuring customers have the best shopping experience possible. As such, they are responsible for answering customers’ questions about products or services the online retailer offers. This can range from inquiries about shipping times to technical support questions about products. Additionally, they assist with customer complaints and solve problems as quickly as possible. Call centre agents also process orders placed over the phone or through chat services, ensuring all details are correct before finalising the transaction.
Overall, call centre agents serve as advocates for online retailers, representing them and providing excellent customer service to ensure customer satisfaction.
Customer Service Outsourcing in Online Retail Business
Customer service outsourcing is when businesses entrust their customer support services to third-party companies. This practice is gaining popularity among online retail businesses due to its numerous benefits. One of the primary advantages is cost savings, as outsourcing can significantly reduce labour and operational expenses. Outsourcing customer service also allows online retailers to concentrate on their core strengths, such as marketing strategies and product development. Additionally, outsourcing enables businesses to provide round-the-clock customer support services, improving customer satisfaction and enhancing brand loyalty.
Outsourced customer service providers have advanced technologies that enable them to efficiently handle large volumes of calls, chats or emails. They also have skilled professionals who can handle various types of customer queries promptly and professionally.
5 Types of Customer Support That BPO Companies Can Offer
Email support
This is one of the most standard forms of support. And although an email can be slower because of its queuing process, it is proven effective.
Live chat support
Live chat support is often performed over a site-hosted chat interface. Companies can even automate chat parts using a chatbot, a computer program that simulates conversation through AI before the prospective shopper speaks to a human.
Call centre support
Call centres can assist with phone customer support. These support agents need to speak the native language of your client fluently. Call centres have also evolved into contact centres that provide service solutions beyond just phone customer support. These involve covering other digital channels, such as social media and text messages.
Social media support
Social media support is a crucial aspect that every business should consider in its customer service strategy. It refers to providing timely assistance and resolving issues through social media platforms like Facebook, Twitter, Instagram, and LinkedIn. With the rise of social media usage worldwide, it has become one of the most popular channels for customers to seek help and interact with brands.
Moreover, it enables companies to engage with customers more personally by addressing their specific concerns publicly or privately via direct messaging. The use of social media also allows businesses to gather valuable insights into customer behaviour and preferences that your company can use to improve products or services.
Mobile support
SMS or texting clients in real-time is a great way to address their questions or concerns before buying, useful, especially for millennials or Gen Zers.
Top 8 Reasons to Outsource Customer Service in Online Retail Business
Cost Savings
Outsourcing customer service functions to a BPO provider can help you save costs in the long run. Instead of hiring and training personnel for each customer support role, outsourcing allows you to outsource all these roles simultaneously, resulting in considerable savings on labour costs and other associated expenses such as employee benefits and office space rental.
Increased Efficiency
By offshoring your customer service operations, you can increase operational efficiency by allowing the outsourced team to handle all incoming inquiries, leaving you free to focus on other aspects of running an online retail business, such as product management, marketing campaigns or developing new products/services etc.
Gain Expertise
Through BPO outsourcing companies, you can work with expert talent with exceptional customer service experience. They will have the right skills and knowledge to address any customer queries or complaints quickly and efficiently, ensuring a great overall experience for each customer.
Access to The Latest Technology
Outsourcing can give your retail business access to the most advanced customer service software and technology today, allowing you to improve your support services while keeping costs low at all times.
Improved Response Time
When you outsource customer service operations to a BPO vendor, you’ll be able to take advantage of faster response times because your customer service agents are located in different countries around the world and can work in shifts throughout the day. This ensures that your customers will always get a prompt response when they need help or have any queries about their experience with your business.
Greater Focus On Core Business
Delegating to a third-party enables your company to focus on your core business processes and operations as a dedicated team of professionals handles customer service. This leads to improved efficiency and productivity in all company areas, freeing up time for other tasks that may be more important or require more attention from management.
Scalability
One significant benefit of outsourcing is the ability for corporations to scale up or down their customer support teams based on seasonal changes and other fluctuations in demand. This allows businesses to adjust their resources accordingly without hiring or firing any permanent employees.
Enhanced Brand Reputation
By outsourcing customer service operations, your business can improve its brand reputation, as customers will be more likely to receive a positive experience when they interact with the company. This will lead to increased trust and loyalty among your current customers, as well as higher rates of referrals for new customers.
Steps on How to Outsource Customer Service for Online Retail Business
Step 1: Identify Your Needs
The first step to outsourcing your customer service is determining the scope of work you need to do. For example, do you want a live chat feature or social media monitoring? What kind of response times are you looking for? Knowing what type of customer service tasks and responsibilities you expect will help narrow the process when searching for an outsourcing company.
Step 2: Do Your Research
Once you have identified your needs, it’s time to research potential outsourcing companies. Remember to ask the right questions before signing a contract with any company. Here are some things to consider:
- Does the company provide 24/7 customer support?
- What is their experience in providing customer service for online retail businesses?
- Are there language restrictions when dealing with customers from other countries?
Take your time and compare different providers to make a sounder decision about which is the best fit for your business.
Step 3: Sign an Agreement
After you have chosen the right outsourcing company, it’s time to sign a contract. Ensure that your expectations and requirements are clearly outlined in the agreement so everything is clear. Also, ensure that any additional fees or charges are specified in writing so you can budget accordingly.
Step 4: Monitor Performance
Make sure you are monitoring their performance regularly. Whether through customer feedback surveys or directly contacting customers, you should continually monitor how your team is performing and take the necessary steps to ensure they’re meeting expectations.
Step 5: Evaluate & Adjust
As your company grows and changes over time, so will the needs of your outsourced customer service team. Therefore, review their performance periodically so that you can make any necessary adjustments to continue offering the best service possible.
Step 6: Celebrate Success
Finally, celebrate your team’s successes and reward them for a great job. Acknowledging and rewarding their efforts will create an atmosphere of motivation that can help ensure the continued success of your customer service operations.
Conclusion
Wrapping it up, outsourcing customer service for online retail businesses can be a beneficial move. It can save time and money while increasing customer satisfaction. When choosing an outsourcing agency, looking for one with a favourable reputation, experience in the industry, and the ability to provide quality service is necessary. It is also essential to carefully consider which aspects of customer service you want to outsource. With the proper research and preparation, you can find a reliable partner to help you meet your goals for customer service excellence.
Ready to take a flight of your online retail business to the next level? Unlock the key to success with efficient outsourced customer service! The Lead Enquiry can be the bridge to connect you to the best one. Contact us today.
