Case Study - Enhance In-App CX

Customer Service Outsourcing for E-commerce- The Pathway to Customer Retention

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Back in the days of Alibaba’s inception, when Jack Ma was trying to get his business off the ground- he relied on outsourcing the website’s development to IT developers from the US. While the primary reason was the lack of IT talent in China in those days, behind the curtains, Ma had also to find viable ways to dodge Chinese internet restrictions. Fast forward to today, outsourcing has worked better than well for Alibaba.

The stories of many such successful ventures confirm our faith in outsourcing. The top businesses of the world have relied on outsourcing tasks and have reaped benefits in more ways than one. Customer service outsourcing for e-commerce is the new black for the outsourcing industry. Businesses today face harsh competition and they cannot afford to make mistakes.

Consequently, when there is a chunk of their project that they are 99% sure of (or less), business owners prefer not taking the risk and outsourcing the work to someone who would know better. 77% of customers recommend an e-commerce business to their family and friends when they have had an exceptional experience (Source: Customer Experience Matters). Businesses need to strive for it, now!

How to Strategize Customer Service Outsourcing for E-commerce

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Customer centricity is the last thing businesses want to take for granted. With the rise in demands for exceptional (not satisfactory) services, customers have now become critical of even a tiny glitch in their experience. Thanks to available alternatives, 51% of customers will never do business with a company again after one negative customer service experience, as published in a blog on NewVoiceMedia.

Business owners, in this day and age, cannot afford to put in anything less than 100% in customer service. Customer service outsourcing for e-commerce may be your game-changing strategy for winning over your competitors. The e-commerce industry relies heavily on customer experience. For instance, Amazon through its customer-obsessive service has won and hijacked the hearts (and wallets) of millions of customers worldwide.

Customer service outsourcing for e-commerce is a game-changer for any business wanting to make it to the peak of their industry. Strategizing customer service for e-commerce would need you to prioritize what your customers want. And what better way to know what they want, than crunching numbers and performing analytics on your customers’ behavior patterns, buying decisions, etc.

Tips and Tricks for You to Offer Exceptional Customer Services

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Here are a few strategies for you to employ to bring forth your A-game and undertake customer service outsourcing for e-commerce:

Give what they want, or more

Customer-centricity is in itself an achievement for e-commerce businesses. Give your customers personalized discounts, offers, and a multi-channel experience.

Offer live chat

As an e-commerce store, you need to gauge the pulse of your customers. Most buyers today would love an option to get their queries resolved without having to go into the hassle of “Press 1, Press 2” of a phone call. According to a report by SuperOffice, over 30% of customers expect live chat on your website, 62% being mobile visitors.

Garner feedback

By using surveys and emails to garner feedback from your customers, you can make them feel heard and respected. It is a win-win for you as you get to know what they think about your services- now you can make yourself better.

Prioritize them

Making customers feel valued is something all e-commerce businesses can learn. Prioritizing your customers’ grievances and addressing them quickly can land you their trust and loyalty. 68% of customers revealed that a pleasant representative was the reason behind their satisfaction with a customer service (Source: American Express).

Self-service

Customers appreciate when they have some power over the solution. Self-help pages are often a blessing in disguise for them. Gartner has predicted that by 2020, customers will solely manage 85% of a relationship with a business without interacting with a human.

Customer Service Outsourcing for E-commerce – What Can You Get Done?

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E-commerce B2C global sales are expected to touch $1.7T by 2020, according to a report published on Statista. Customers buy everything from noodles to gadgets and home appliances online. While technology is a non-negotiable decisive factor in determining the success of an e-commerce venture, After Sales Support and Complaint & Escalation Management are substantial factors too.

E-commerce customers solidify their trust in a brand when they know they will get the required support at the right time, with convenience, and courtesy. Customer service outsourcing for e-commerce is a huge step ahead if you are a start-up. Start-up e-commerce ventures have a small team, and they would rather not deviate from the core business functions. These are the things that keep the business on its wheels.

But, enhancing customer experience is the most significant step an e-commerce business can take to retain customers. Studies have shown that buyers return to an e-commerce brand after a great customer experience. Analysis and insights about cart abandonment can help you peek into the customers’ mindset and learn what stops them from making a purchase. Pre-sales and lead management functions attract buyers to your business and convert website visitors into customers.

Seller onboarding & support is another piece of the puzzle you could use help with. Getting an e-commerce business off the ground is not easy. But, it gets simple with outsourcing customer service.

Your Leading Choice for Customer Service Outsourcing for E-commerce

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Customer service impacts buyer decision- directly or subsequently. For outsourcing the indispensable task, you need a reliable partner with experience and expertise. For 12 years, enterprises have consistently chosen GizmoSupport as the backbone of their customer service, employed to handle their crucial customer service and back office support aspects.

With 2,500+ solution providers and support in over 15 Indian languages, GizmoSupport is appointed and appreciated by global brands in the Banking, Manufacturing, Mobile App, e-commerce, and Telecom industries.

Customer service affects different aspects of customer loyalty. If you want leverage out of your customers’ experiences in terms of better customer retention, improved brand loyalty, and increase in revenue, it is better to let specialists carve the experience. A multi-channel customer experience can manifold your chances of exceeding your customers’ expectations. Customer service outsourcing for e-commerce is a viable option for businesses to cash in on their customer service and support.

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