The eCommerce industry has experienced significant growth in the past few years. If you check Shopify’s report on global ecommerce sales, it was 4.9 trillion USD in 2021 but is expected to reach 7.38 trillion USD by 2025. This shows customers’ attraction toward online shopping and simultaneously defines the superiority of eCommerce platforms in the market. However, thriving in this competitive marketplace can be very challenging. The only thing that can make an eCommerce business stand out from the crowd is offering a peerless customer experience. This has resulted in a growing demand for outsourcing retail services.
Regardless of whether it is a large eCommerce brand or a small online retail store, outsourcing customer support solutions has paved the way toward success. Since customer support agencies are responsible for handling customer queries and issues, ecommerce businesses can spend more time managing their core activities. This helps improve their overall productivity and simultaneously strengthens their relationship with customers.
Discussed here are some important customer support services that an ecommerce business can choose to enhance customer experiences.
Many customers reach out to a customer support team of their chosen retail brands to enquire about products or seek brand-related information. They expect brand representatives to deliver immediate and accurate information so that they can make the right purchasing decision. Ecommerce contact center agents are efficient in handling numerous inquiries at a time and hence, are perfect for the task.
Many modern BPO agencies also utilize FAQs, ebooks, and other self-service options to help customers find answers without any human intervention. They even use chatbots and virtual assistants to handle common queries and deliver exact answers in a short time. In order to handle customer queries effectively, finding a certified contact center for ecommerce services can be certainly helpful.
An ecommerce brand needs to deal with plenty of orders in a day. The bigger the brand, the greater is their order volume. With ecommerce customer support outsourcing, businesses can delegate order-related customer inquiries and tracking while they continue to focus on generating more sales and revenues. Whenever a customer reaches out to them with an order-related issue, these agents are always ready to deliver convenient solutions.
Refund and billing support:
Refund and billing issues are pretty common and need to be handled with utmost care. Studies have shown that customers who are disappointed with the refund and billing support services end up never visiting the brand again. In fact, they do not even recommend the brand to others and share negative reviews online. In order to elevate customer experiences and avoid such unfavorable situations, ecommerce companies team up with third-party BPO agencies.
Whenever customers come forward with any refund-related issue or query, refund and billing assistants in a contact center fetch the appropriate database. This database holds customer-related information, including customer details, purchase history, order details, etc. As a result, agents find it easier to provide accurate information to customer queries related to refunds and billing.
Surveys are very much needed to understand customer experiences and get insight into their behavior, customer trends, etc. Unfortunately, ecommerce brands find it difficult to conduct these survey programs while while simultaneously executing other important tasks. This is why many successful online retail brands partner with BPO agencies to conduct effective survey programs.
Outsourcing retail services give you the opportunity to conduct multiple different survey programs at the same time. After providing appropriate solutions to customer concerns, they conduct a survey over popular communication platforms. They either send emails, make outbound calls, share survey pages over live chat, or seek feedback on social media. As a result, customers are able to share their experiences with contact centers reaching out to them with omnichannel communication.
Cross-selling and upselling:
Businesses always look for innovative approaches to boost sales and grow their revenues. Cross-selling and upselling are the two of the most common selling tactics that help ecommerce businesses enjoy a larger sales percentage. However, it becomes difficult for retailers to focus on these functions while simultaneously maintaining and monitoring their supply chain.
With outsourcing retail services, ecommerce brands get multiple cross-selling and upselling opportunities. These professional contact centers use different engaging platforms like social media, live chat, etc., to recommend additional purchases to customers. These suggestions help customers make the right decision regarding any product purchases. In addition, they also help ease the customer purchasing journey and provide a seamless and positive customer experience in the end.
An ideal contact center for ecommerce customer services uses the best practices to deliver impeccable customer experiences. These include –
- Using a centralized knowledge base to deliver instant and accurate solutions
- Utilizing monitoring tools to monitor customer interactions and improve CX
- Providing effective training and development programs to agents
- Keeping an eye on call center metrics like FCR, CSAT score, NPS, etc.
- Offering self-service options to reduce hold times and call volumes
- Conducting surveys and acquiring customer feedback, reviews, and ratings
These practices help businesses build a strong rapport with customers and define a healthy bottom line. This is the reason why many intelligent ecommerce brands look for an effective contact center for ecommerce services. These agencies are widely popular in the retail & ecommerce industry for implementing smart practices to deliver quality support