THE RIGHT WAY TO OUTSOURCE
E-COMMERCE
CUSTOMER SERVICE FOR ROI
Four Effectively Outsource Customer Service for your E-Commerce Business's Growth:
1. Identifying key business goals to outsource:
What does your business need in order to scale bigger heights? Where do you identify a considerable gap between your goals and present company strategies or processes?
And, more importantly, how can exemplary customer service help you with all of this?
Knowing what to outsource or hiring the right person/ team to help you maximize business objectives is the first step in achieving E-commerce greatness. Hire a project lead to guide & facilitate the outsourced services.
More importantly, he/her will be in charge of delegating exact tasks as well as preventing any misunderstanding related to procedures, guidelines, training & performance.
2. Points to consider while partnering with a BPO
a. Do they provide 24/7 customer support?
b. Specialized skills or subject matter expertise
An efficient, customer-friendly, and responsive 24/7 customer support team is the hallmark of a successful e-commerce business. Partner with an outsourcing agency that provides your customers with real-time and round-the-clock support.
Doesn't it feel like you ' ve hit the jackpot with an outsource partner/BPO that has the right combination of skills and expertise to get everything done smoothly?
Yes. That is possible when you have crossed paths with Customer service outsourcing operations with SMEs.
An ideal agency could be the one with the skills and resources to provide Omni channel customer support. A few of the channels which can be deployed 24/7 are - Live chat, pre & post-sales assistance, automated chatbots, and Inbound/Outbound calls.
A subject matter expert will be knowledgeable and aware of your business nuances and needs. Ecommerce industries cater to multiple sectors like Healthcare, Beauty & Personal care, Fashion Apparel, Food, etc.
Having an SME as the outsourcing partner will ensure your business needs are understood and the support is provided as per your industry segment.
3. Sharing Knowledge for Customer Interaction:
How do you further educate your outsourcing partner on key customer service to-dos and responsibilities?
By sharing documents or creating a common knowledge base that introduces them to the unique set of challenges or guidelines they are required to meet.
This often requires:
• Product manuals for basic product information/background,
• How to answer FAQs for better user experience,
• Guidelines that help you navigate varied customer interactions and
• Training videos
Another way to ensure your outsourced customer service consistently delivers is to update your partners regularly on current industry trends. Having SME and good communication training for active listening, patience, emotional intelligence & growth mindset is a powerful package in itself.
4. Setting up monthly reports/reviews:
As most customers would agree on how making a purchase depends upon the customer service provided, it is crucial we recognize customer satisfaction as the primary driver of ROI for your business.
To measure or evaluate your outsourcing provider's performance, you can begin with a standard key metric like CSAT (Customer Satisfaction Test/Score). This is more likely to give you clarity on your outsourcing partner's efforts, skills, and whether the desired outcome was produced or not.
Other than tracking customer satisfaction scores or testing the level of customer service provided, a monthly report can also throw light on few other important aspects like:
However, a more productive and streamlined effort at tracking your outsourcing party is by setting up a monthly review or meeting that focuses entirely on identifying problem areas or satisfaction points.
• Internal communication
• Whether their service was cost-effective
• A detailed analysis of customer grievances that were addressed or left out
• How agile or quick were your partners to respond in real time?
• A final summary of problem areas that they can work on for increased customer support & loyalty.
To sum it up, your effort to outsource customer service will prove to be beneficial not only with visible customer satisfaction but also when you have spent a minimal amount of time, money & resources to achieve the above.
