Posts Tagged ‘Education’

A comprehensive guide to eCommerce customer service outsourcing

September 24th, 2022

How great it would be if you had an option from business to assist you with almost everything? Ecommerce customer service can do just that for you by giving you a delightful experience each time. The customer service representatives create a seamless customer experience across all channels by helping them with every step,Guest Posting if needed, from making online shopping decisions to resolving after-sales issues.

Today, the world lives in an age of convenience and where customers want it all, instantly! Customer service and the customer experience are becoming key differentiators for eCommerce brands. More the expectations of customers, more businesses will tap into eCommerce customer service outsourcing competition to stay ahead in the market.

59% of customers say that they have higher expectations for customer support than they had a year ago. (Source)

There are going to be endless opportunities that will attract your consumers with higher products and qualities available in the market. It is up to you to maintain and give a memorable and exceptional experience to the consumers which will keep them loyal to your business.

What is eCommerce call center outsourcing?

It does not matter if you are a newly established firm or an existing player in the market with a well-known brand, customer service will always be an ingredient to keep you ahead. We suggest you provide an omnichannel customer experience for customers by leveraging the latest technology through outsourcing your call center activities to an expert service provider.

Particularly with eCommerce businesses, every customer interaction is an opportunity to make additional revenue. An eCommerce call center outsourcing service provider hires skilled agents and precisely trains them to handle customer issues and create meaningful customer relationships. It maximizes ROI through up-selling and cross-selling practices. The aim of the eCommerce call center outsourcing service provider will be to reduce the cost and grow average order value while creating a significant impact on the business bottom line.

The outsourcing partners leverage flagship technologies and best practices to help customers to find resolutions over the call without having to wait much. This escalates to a level that improves customer satisfaction and reduces agent workloads. As an eCommerce business, you will experience fluctuation in customer queries throughout the year, sometimes high and sometimes low. Therefore, you should be prepared to handle and scale agents when peak demand requires, especially during holidays. It is pivotal to partner with a service provider who is flexible and able to provide quick, customer-friendly call center services at all times.
Commonly outsourced eCommerce customer service

Modern customers expect to connect with the brand through different touchpoints, with the channel of their choice like chat, email, and social media, apart from voice interactions. Therefore, eCommerce businesses outsource a variety of support channels from one or different service providers to get in touch with them. Here are a few of the most commonly outsourced eCommerce customer services.

Making Customer Service Effective in the Digital Age

March 22nd, 2022

Customer service is an elaborate and interactive process of understanding a customer and fulfilment of his needs as per the company’s resources, capacity and capability for the product sold or service delivered. In this context, the customer’s expectation starts from the time he has purchased the product or subscribed or hired the services. Therefore, customer service is an end-to-end process which begins from the time of sale till the end of life cycle of a product or the service or its usability to the customer. Thus, this concept originates with the customer and ends with the customer.

Synonyms of customer service: customer support, helpdesk, service centre, customer care, troubleshooting team, client service, after sales service, customer helpline.

Customer service is a part and parcel of every organization. For any company to sustain and grow, their focus and efforts have to be channelized towards creation of good customer service team.

Good customer service should aim towards enabling the following:
- Long-time Customer retention
- Loyalty towards Company’s products and services
- This in turn should build a customer’s trust toward the brand
- Enhancing product effectiveness and its value among the competitors
- Translating to higher sales thereby impacting overall revenues positively (due to same customer buying products or services repeatedly or recommending them to his family and friends)
- Resulting in Company saving its cost of customer acquisition on account of customer churn (which is almost 5 times more expensive)
- Strengthening a positive word of mouth and increasing Company’s goodwill and equity
- Leading to less expenditure on advertising, promotion and marketing activities

So, all these efforts will ultimately lead to company’s prosperity and increased market share which is beneficial for its employees and vendors and its longevity.

Nevertheless, an unhappy customer is an opportunity and the company should never lose out on insightful experience through the customer’s feedback to analyse the root cause of the problem that led to poor customer experience. Further, the company should invest time in reviewing their current working mechanism, getting into process reorientation, improving their product or service, it’s features or offers, grooming and training the staff or bridging any gaps that exist as per the customer inputs.

Customer Service Representative, his qualities and the different channels:
Customer service representatives (cse) are the actual brand ambassador for any company since a customer interacts with them on phone, through on-line chat, on company’s website or portal, on e-mail, social media and on-line forums, face to face interaction at service center.

A CSE should therefore:
- Speak to the customer politely
- Listen to him
- Give him respect
- Understand his need or concern
- Empathise
- Finally, most importantly, provide solution or an alternative as per his problem or requirement.

Being polite and humble without resolving customer’s query won’t help. Similarly, giving solution but in a rude tone will also back fire. It’s a viscous circle of expectations. Customer wants everything – politeness, empathy and solution. And he is right as he has paid for the product or the service. Customer is always right and is the king.

A Company has to:
- Keep their CSE motivated.
- They should be trained well in product and soft skills
- They should be able to communicate well with the customer
- Have patience, take ownership and work towards providing resolution to the customer.

Every organization contributes in some way or the other by working for its customers – it could be a B to B (Business) model or a B to C (Customer) model. In the long run, to accomplish its goals, every organization should align customer centricity to its vision and organizational strategy. This is an aspect no Company can afford to miss even a PSU or a Government organization.