Importance of Ecommerce Call Center Partner in Customer Service

customer service outsourcing

We all are aware of how competitive the ecommerce marketplace is, today, where customers get plenty of options to compare products and then place their order. The COVID-19 crisis has made things tougher for ecommerce companies, making ecommerce call center outsourcing important than ever. As an ecommerce service provider, you must understand that a great ecommerce customer service is directly proportional to improved CX and customer retention. And in the time of crisis, when most retailers are struggling to acquire new customers, impeccable customer service and multilingual live chat support services can be the turning point.  

If you understand and agree to the importance of keeping customers happy, you won’t hesitate from hiring retail-specialized BPO services. Aside from that, the crisis has brought along a number of other challenges for ecommerce companies as well. This is why most of them consider outsourcing as a regular activity and not something they do out of choice.

Challenges in ecommerce business

  • Staff shortage
    Several ecommerce stores across the globe are facing a tremendous shortage of staff. As a solution, you can outsource customer service as well as back office operations account receivable management, inventory management, data management order billing to a PCI DSS call center.

  • Increased Order volume
    The sudden increase in order for particular products, like masks and sanitizers, has created a huge gap in demand and supply. In order to handle delayed deliveries due to increased order volume, it is best to rely on an ecommerce call center that doesn’t just ensure supplier-vendor-customer coordination but also provides order processing services.

  • Longer ticket handling time
    New users and senior members need more time to understand the instructions. The agents have to handle each query with time and patience.

 By partnering up with an efficient call center partner specializing in ecommerce, you can eliminate many of these challenges, free up your in-house resource, employ them for core functions and make customers satisfied throughout their buying journey.

                                                                                                         Customer-centric support

If you name any ecommerce giants like Amazon or eBay, you will find all of them have high customer ratings and reviews online. In a business owner’s perspective, a faster way of communication is essential to maintain consistency and offer value to customers across channels. Call centers can help with live chat support services to deliver faster and exceptional customer support by not missing out a single interaction, attending every customer who visits the website and solving their problems as quickly as possible. They can deliver customer support that adds value to your customer’s journey.

Consistency is what businesses look for when they outsource customer support services , and the next factor to consider is focusing on customers’ demand. One escalation can result in big losses.   

24/7 answering service

Even after the business hours, your customers will be greeted with courteous agents every time, always ready to serve and answer questions related to any product, its features, return and shipping or payment related enquiry. Ecommerce call center also offers online chat with an option for voice support to those who want to talk with agents over the phone.

Catering to an extended market

Being an ecommerce business owner, you should always look forward to broadening your customer reach. Your customers should be able to buy from anywhere, anytime from your app or website. This also means you have to have multilingual, multi-channel customer support. Choose BPO services that support multi-channel platforms, with the right technology and engagement tools.

Ecommerce customer service call center agents can offer multichannel, multilingual support and create customer engagement. If you are struggling to handle ecommerce non essential functions, hire an ecommerce call center today!

 

Location: 405 E 12450 S Suite M, Draper, UT 84020, USA

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