How many times have you shopped online during this pandemic?
The pandemic has caused more people to shop online. As the customers of e-commerce sites grow, so does the need to enforce good customer service.
A downfall of shopping online is the lack of physicality. Online shoppers can’t try on products or have the luxury of asking questions and receiving answers instantly. That is where extra good customer service comes in. Being able to help customers virtually is a necessity for every e-commerce company to have. These can come in the form of an AI chatbot, but sometimes a chatbot is not enough.
So,
How can outsourcing help you?
There is a multitude of ways outsourcing can help you improve your customer service.
1. Improve Turnaround Time
Instant, Instant, Instant. The longer you let you reply to your customer’s query, the less likely they’ll buy from you. In general, chatbots help you with these situations. Although, there are inquiries that are more complex than what you can program a chatbot to answer. These are typically personalized questions an outsourced agent can answer.
You can read more about the benefits of outsourcing here:
Can Your Company Benefit from Outsourcing Customer Support?
It is not uncommon that an e-commerce company has a lean team. To increase the TAT when answering a customer, you may need to hire additional staff. These staff require extra expenses. To solve that, you may outsource these tasks to a company that specializes in these tasks. It will help you can increase the speed and the quality of your chat services.
2. Availability 24/7
If you are a brand that sells worldwide or your target market is mostly night-owls, you must offer 24 hours of customer service. Customer service does not stop when the clock strikes 5 pm. You need to be able to provide this at the convenience of your customer. Having 24 hours of availability makes sure that your customers do not have to wait for the following day for their questions to be answered or their problems to be solved. You can have your customer service provider set up a 24-hour chat or phone service. By doing this, you can help your customers at any time of the day. Being able to provide 24/ 7 customer service will help you increase your sales.
3. Reduce Cart Abandonment
It can get anxious when shopping online. You might order the wrong size or purchase the incorrect item. At times, instead of making this mistake, you won’t place an order. A great way to prevent this is by providing online assistance to your customers.
Your customers can choose not to go through with their order; by providing well-trained chat support, you can walk them through completing their order. Providing full online support to your customer will help customers have confidence in purchasing on your e-commerce website.
4. Provide Multi-Channel Support
There are multiple ways you can reach your customer. These channels include chat support, social media, email, and phone. Being able to offer many platforms for your customers to contact you is a way to level up the customer service you offer. Aside from chat support, your customers can voice their concerns using their most preferred and convenient platforms.
Platforms such as email will be the preferred channel for most age groups. This platform is perfect for lengthy serious concerns. Email is also a way for you to provide after-sales service. What is after-sales service? After-sales service is the customer service you provide to a customer who purchased your product or service. Checking up on your customers after the sale will help you understand how your product works with your customer and if they have any concerns. Connecting with your customers after will also create a good customer relationship that is guaranteed to produce a return customer.
Aside from chat support, phone calls are another way of providing instant solutions to your customers’ concerns. Some questions and concerns are complex to be addressed using chat support and require immediate solutions for email. A phone call is more personalized and has a human touch. Although some customers prefer not calling, phone calls can be less cold and more friendly than previous channels.
5. Flexibility To Do High Volume
It is not always that your store will have a high volume of customers. At times you do not need an extensive team to provide good quality customer service. And because of this, outsourcing will be your best friend. Outsourcing your customer service will eliminate the need to hire multiple contract employees for the seasonal increase of customers, such as the holiday rush. Outsourcing will eliminate the hassle of looking for staff that will only be with you for a short period. Outsourcing will give you the flexibility of working with a large team when your store needs it. At the same time, if you don’t need a large crew, you can downsize.
If you want to know more about outsourcing customer service, here are some helpful articles you can read:
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