Thinking about outsourcing your e-commerce customer service? Do that with our e-commerce call center package of services.
When you should think about outsourcing e-commerce customer service?
Do you remember the story of a cooked frog? Just to remind you, the premise is that if a frog is put into a boiling water, it will jump out, but if the frog is put in tepid water which is then brought to a boil slowly, it will not perceive the danger and will be cooked to death. How this is related to your business and customer support? CEOs and their teams often spontaneously take on the customer calls, emails, and chat. They do that by themselves in order to save money, deliver a personal customer experience or learn from the conversation to help drive sales. Sounds well but this approach is unsustainable. As more customers come to your e-commerce site, the more busy you and your team becomes with this and the less time you have to do the core of your job. In the other words, you waste your time. The moment customer inquiry volume gets in the way of growing the business, it’s time to consider outsourcing. You do not want to be cooked.
Second reason is that you need to be competitive. Your customers shop during whole day, seven days a week. That is one of the main reason they decide to shop online. Outsourced call center partners can cover after hours, weekend and holidays inquires. This will improve your customer satisfaction and keep them loyal.
If your business has peaks and you need support during those periods, outsourced e-commerce call center is a great option. Also, holidays madness because of a increased volume of shopping and inquiries is a red signal for customer support outsourcing and at the other side when holidays are over you will probably will meet with a lot of complaints.
If you recognized yourself in some of this situations, find a proper partner for your company.
How to find an outsourced e-commerce call center partner?
When you decide to outsource, there are some factors that you need to consider:
- Define the tasks you wish to outsource.
- Include the tools and software you want. You can ask what your provider uses and see if it fits your requirement.
- Give us a description of job to determine the number and kind of employees needed.
- Define your budget.
Now you can look for a partner.
Search abroad. Professional e-commerce call centers have agents who speak different languages. If your language is English it is even easier. Unlike other BPO-s, in Apricot-link call center English C2 is standard and the more important thing is that out agent have an accent like a native speakers.
The second important thing is multichannel support. We support chat, calls, e-mails, SMS and social media.
The third thing is to find a partner who understand you well and with whom you can communicate well.
In our house, we are going to treat your job and your data the same way we’d want ours to be treated.
The next thing is the price. This is way to cut costs. Using a service should be more affordable then hiring and training full-time employee. At the first hand, maybe it won’t look like that but when you account training, onboarding process, salary, benefits, taxes, sick leave, employee turnover, rental costs, utilities, etc.
Outsource your e-commerce operations to our staff of professionals. Your costs will be much lower than hiring an in-house team, ultimately optimizing the bottom line! If you are still not sure about this, contact us, we will talk about this and have in mind that we have a trial period for new clients.
We have experience in FMCG, sporting goods, HORECA, telesales.