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Peak Outsourcing
We equip you with outsourcing solutions distinctly designed for your business and your customers’ needs.
What’s the longest you’ve ever waited in line? Maybe you’ve been stuck at the DMV, or you had to camp outside a venue to purchase tickets right as they go on sale. Whatever reason you had to wait, you probably felt frustrated and annoyed for most, if not all, of your waiting time.
How would you feel if you were on hold for two hours with a customer service representative? We all have horror stories about when we were on hold for over an hour while terrible music looped on the other end.
If you have ever worked with eCommerce businesses, you know there’s a natural ebb and flow when sites get slammed. If you run an online store, you understand that sometimes, these peak periods can leave customers frustrated and a company unaware of what’s going on. Fortunately, there is a way to help streamline your customer service experience during your busiest times. Here are some facts you need to know about how e-commerce peak season affects your business.
The peak season for an online shop occurs when any online brand or site experiences prolonged busy periods, including high customer demand, increased sales, and more return requests. These seasons are marked by intense workloads and often strain online stores and their teams to their limit. If you don’t take special care of your inventory and your team members during this time, your company will struggle to stay afloat. If you want to know how to prepare for this busy season, pay attention to these signs.
You don’t want to be caught off guard by peak season sales, but how do you know when to expect them? Fortunately, there are a few common factors that lead to a spike in online sales across multiple eCommerce sectors.
Even though your business is online, weather, climate, and seasonal variations can affect your sales. For instance, if your product helps people stay warm, like a personal heater or outerwear, the colder winter months contribute to an increase in sales. Online retailers must understand seasons and weather events, including natural disasters, to track product demand effectively.
Nobody was prepared for the global pandemic, and COVID-19 caused an enormous spike in online sales. Additionally, when the supply chain is affected by an event, like the Suez Canal Crisis, an online business may have unusually high customer service calls and complaints. These fluctuating inventory levels are critical information to track for your company’s continued success.
Finally, major holidays affect customer demand. Black Friday and Cyber Monday sales inevitably lead to increased demand in the busiest shopping season of the year. The end-of-the-year holiday season, including Halloween, Thanksgiving, Christmas, and New Year’s, also requires proper inventory management to stay on top of customer demands. Even smaller events like Small Business Saturdays can increase demand for your product if you are a part of a community.
Now that you understand some common factors that lead to an e-commerce peak season, how does outsourcing customer support benefit your company?
To give your customers the best online shopping experience, you must ensure they receive the best customer service. During the busiest times of the year, you may not have the manpower or extra budget available to hire additional staff.
So, how do you optimize your customer experience? Consider outsourcing your customer service agent jobs to help streamline your company’s peak season. Here are some benefits of outsourcing customer support.
You need customer support that scales with your company as demands for your product increase. Outsourcing partners are highly adaptable and can adjust to your company’s changing demands, including during peak seasons. In eCommerce, a company needs to stay flexible to thrive and continue to meet customer demands.
Meeting and exceeding customer expectations is a critical part of a customer service representative’s job. During peak business time, your service team may find it difficult to keep up with client calls, emails, and chats, all while keeping track of company reviews. Outsourcing these team jobs, however, will enable your service agents to focus entirely on what your customers need 24/7.
Also, since outsourcing partners can be located anywhere globally, you can utilize any international employees to provide extended customer service hours during your busy season. These representatives offer an invaluable service and can complete real-time responses to chats, phone calls, and emails while reducing your customer’s wait time. Studies have shown that customers prefer online shopping to brick-and-mortar shops because they can shop anytime. Having extended customer service hours helps keep customers coming back.
Outsourcing customer support helps save money in the long run. Even though you save money on costs, you won’t have to sacrifice quality of service. The right outsourced partners will be knowledgeable and have the technological know-how to give your customers the attention they deserve. Additionally, you can add outsourced staff to handle the busy season but then drop back to your regular staffing levels after the press of business has returned to normal.
You want to stay competitive in today’s eCommerce market, and we want to help you. PEAK Outsourcing expertly provides eCommerce business process outsourcing (BPO) services for your busy season. We prioritize partnering the right people with the right job. Our eCommerce BPO services help business owners outsource their customer service to representatives who can work with them and streamline their customer services, all while saving you money on overhead.
Are you looking to hire a small team of service agents or a large one? Either way, we’ve got you covered. Contact us today so one of our Industry Solutions Experts can construct a solution customized for you and your business. It’s time for you to reach your peak performance.
Your company may benefit from outsourcing certain functionality that you currently perform in-house. The resulting benefits can transform the way you do business and provide a greater focus on your core business functions.
Submit a contact form or call Peak Outsourcing today at
If you are looking to apply for a job, please fill out the form HERE. If you do not fill out this form, your application will not be considered.