Outsource eCommerce Customer Service

The world of eCommerce offers convenience across the board. There’s a low barrier to entry compared to the brick-and-mortar store setup we grew up with. eCommerce business owners don’t have to invest in infrastructure, high rental costs, and other expenses related to operating traditional stores. On the other hand, customers who shop online can do so from the comfort of their own homes, offices, or even during their commutes.

However, the lack of face-to-face interaction does have its downsides. It may be more challenging to forge relationships with your customers. And your shoppers may feel like you’re not accessible when they need help or have questions about your products. Concerns such as these can negatively affect the customer experience and satisfaction levels.

Fortunately, there’s something you can do to overcome this modern marketplace dilemma: outsource eCommerce customer service.

eCommerce customer service outsourcing is an alternative staffing solution wherein you hire an external team to handle customer service tasks for your online business. You can work with a team of one or 10, depending on your needs at a given point in your business journey.

The scope of your external customer service team can be customized, from voice customer support to more specialized roles like handling returns and IT troubleshooting. Because these functions can be done remotely, you have the following outsourcing options:

• Onshoring: Your service provider is in the same country you operate in.
• Nearshoring: The customer service outsourcing partner operates in a nearby country.
• Offshoring: This option offers the most flexibility, allowing you to work with providers in just about any country–as long as they meet your requirements, of course!

By outsourcing eCommerce customer service tasks, you can gain access to eCommerce virtual assistants with specialized skills that allow you to be always there for your customers. You can free up more time to focus on core business activities and enhance customer experience while minimizing overhead costs.

Manage Costs

With outsourcing, you can explore more cost-effective labor markets where you can get a high level of professional services at a fraction of the cost of hiring locally. You can also minimize the need for extensive training, which you may need when building and maintaining an in-house team. Plus, with outsourcing, you only pay for the services rendered, ensuring that you’re allocating your resources more efficiently.

High-Quality Support

The right outsourcing partners will provide highly trained professionals with suitable skills and expertise. Your remote customer support agents have expertise in handling customer inquiries and resolving issues. They’re trained to provide the highest level of support, leading to boosted customer satisfaction levels and stronger customer loyalty.

Save Time

Keeping customers happy is vital to business success. However, tasks that help ensure customer satisfaction require attention and time. Answering calls and responding to customers’ emails can eat up valuable time for you or your executives. With outsourced customer service eCommerce business owners like you can confidently delegate these important yet time-consuming tasks. Doing so allows you to find the space to work on your core responsibilities.

Improved Customer Satisfaction

You and your internal team are not the only ones benefitting from eCommerce customer service outsourcing. Increased availability, quicker response times, and competent problem resolution will make the shopping journey more pleasant for your customers. This can lead to stronger customer relationships, which can equate to repeat purchases and positive reviews.

Additionally, these satisfied and engaged customers are also the best advocates for your brand. When they’re happy with the overall experience, they’re more likely to recommend your products to the people they know.

Competitive Edge

The eCommerce business landscape can be cutthroat. The arrival of new competitors and the evolution of current ones can be difficult to keep up with. But entrusting customer service tasks to an expert external team can help ensure you’re locked in on a crucial part of business success: happy customers.

Outsourcing also offers scalability and adaptability, giving you the competitive edge you need against other players in your market. Through this alternative staffing solution, you can keep up with the different seasons of your business, whether it’s the high demand during the holidays or more flat growth during the leaner months. It allows you to ensure you’re getting the help you need when you need it and at a cost that’s sustainable for you.

Your business can run more smoothly with the help of an outsource eCommerce customer service provider. They can take on various customer service tasks, relieving you of essential yet time-intensive workload. Here are some of the functions you can delegate to your outsourced customer service partner:

Customer Support

• Handling phone inquiries and issues
• Email helpdesk
• Live chat support
• Social media customer service
• Multilingual customer support
• Feedback collection

Order Processing and Management

• Order fulfillment
• Tracking
• Order status coordination
• Handling cancellations, returns, and refunds
• Rerouting

Technical Support

• Payment processing
• Troubleshooting
• Product setup and installation
• Account management
• Security concerns

And more!

Choosing the most suitable outsourced services provider is key to maximizing the benefits of this modern staffing solution. Make sure to look for a partner with expertise in the eCommerce industry. Valuable knowledge and insights will help them give you tailor-fit services and keep you in tune with the best practices in the eCommerce world.

It also helps to partner with an outsourcing company with a proven track record. This includes checking credentials and certifications from reputable business institutions. Of course, it’s also crucial to check what other customers have to say. Reading up on customer reviews and testimonials provides a realistic idea of what it’s like working with a service provider.

Don’t hesitate to schedule preliminary meetings or initial consultations with your shortlisted candidates to help you choose your outsourcing provider more effectively.

If you’re looking for a partner that offers the whole package—award-winning and highly rated remote staffing solutions—look no further than 20four7VA. Book a free, no-strings-attached consultation call to learn how we can help you with your customer service needs!