How to Improve E-commerce Customer Service with Outsourced Support

Building a company requires tremendous time and effort. Even if your business is built on a solid foundation and has the best product or service in the world, customer satisfaction is the key to success. If your e-commerce business doesn’t generate stellar customer reviews, your company will suffer.

Creating the best customer experience can be tricky without the right customer service team. So why not let your team focus on the company and outsource customer service agents? Hiring representatives from outside your company will enable you to maximize your business’ customer interaction and support even when your sales team is at its busiest.

How to Improve the Overall Customer Experience with Outsourcing

The right customer service strategy will help you keep your customers satisfied. Here are some of the ways outsourcing can enhance your customer service.

Improve Response Time

When outsourcing customer support, you can offer customers more opportunities to contact a representative. This is especially true when your representatives are international employees.

For instance, if your employee resides in the Philippines, their hours of availability may be different from those of your main office. This can allow them to take calls after hours and provide a quicker response time for your customers. When customers receive responses when they want them, your approval ratings can increase.

Get Positive Customer Feedback

A satisfied customer is a happy customer. When assigning your customer service to an outsourced group, you can include the directive that they should ask your customers for feedback. Not only can they provide excellent customer service, but they can solicit good reviews on the spot.

This will not only engage clients but also provide valuable insights for you. Customers love to get involved with companies they care about, and in turn, they gain brand loyalty for companies that ask them for their opinions.

Increase Knowledge Bases

If you decide to outsource your customer service, remember to make them experts on the products in your online store. Consider creating comprehensive training materials that explain what they need to know and even provide the answers to common questions they may be asked.

Customers expect to have their questions answered without extra steps, so training outsourced customer service representatives properly is critical.

Create an Amazing Shopping Experience

Online businesses require a streamlined shopping experience. No matter what you sell, your customers have to be able to find what they’re looking for and get it in only a few clicks. What you may not realize is that customer service is a vital part of the shopping experience, even online.

If a customer can’t find what they need, you don’t want them clicking away to another store. Instead, you want to keep them engaged and make help easily available. For example, many outsourcing agents can live chat with customers on your site. This helps keep your potential customers from getting lost or frustrated while shopping.

Provide Additional Communication Channels

Different customers have different needs. Someone who shops online, for example, may not want to have to make a phone call to get help with their purchase. They might rather live chat or send an email. Having an outsourced customer service representative who is available after typical hours would help in this case, especially if the potential customer is shopping after they get done with their job.

Additionally, if your customer enjoys human interaction and wants to call for help, a knowledgeable outsourced customer service representative can make their experience great. Having multiple communication options available for your customers improves their overall experience.

Improving your customer experience is an essential cornerstone of building a successful e-commerce business. Outsourcing helps maximize your e-commerce customer support.

How to Correctly Implement an Outsourced Customer Service Team

Once you invest in an outsourced customer service team, you must execute the right strategy to make the transition seamless. You can use these steps to transition smoothly to using outsourced employees for your e-commerce customer service: 

• Create thorough onboarding materials: Ensure you have the right training for the right team member. This is critical if you intend to use a blended team of in-house and outsourced customer service agents. That way, every employee will be on the same page and you can provide consistent customer service.
• Regularly provide communication and feedback: It is critical to give new employees, both in-house and outsourced, regular feedback as they train. Making a regular communication schedule can help maintain company best practices, even for an international employee. For instance, having a mandatory weekly meeting for your customer service team helps keep you involved with your outsourced employee’s knowledge and skills.
• Ensure you’re organized: Focusing on customer service requires you and your team to share an organizational approach. It’s critical to keep track of customer communication and employee outreach, so invest in common management software that files everything in one place.
• Track Key Performance Indicators (KPIs) and other performance metrics: As your team works, keep consistent track of how they work with customers. Specific data, including response time, customer feedback, and purchases, can help you see how your agents perform with your client base. Determining a baseline for performance for all employees can help keep your metrics objective and your team on track.
• Invest in constant employee training: It’s not enough to train customer service representatives once and be done. You want your team to stay sharp, so work to optimize techniques and incorporate customer feedback into protocols. Doing so will help your customer service remain ahead of the curve.

Making the most of your outsourced employees is a beneficial solution to help scale operations while maintaining service quality, even during the busiest of your company’s seasons.

How PEAK Outsourcing Can Help Grow Your Customer Satisfaction

If you’re interested in streamlining your customer service team with outsourcing, why not contact a leading expert in eCommerce BPO Services? At PEAK Outsourcing, we provide excellent customer service and support outsourcing for eCommerce.

Your eCommerce business deserves the best, and we can help transform your customer interaction into a premium customer experience. Contact PEAK Outsourcing today to begin your customer experience transformation.