Outsourcing eCommerce Customer Service Doesn't Have To Be Hard. Read These 4 Tips
Outsourcing is a big decision, and there are a lot of factors to consider. You can improve your customer experience by outsourcing customer service and free up your time to focus on other areas of your enterprise. It's important, however, to research providers before choosing one. In this blog post, we'll discuss the benefits of outsourcing eCommerce customer service, as well as the things you need to keep in mind when making your decision. Stay tuned!
Determine the reason for outsourcing
Outsourcing customer service is often seen as a way to save money. While it is true that outsourcing can lead to cost savings, there are other reasons why companies choose to outsource customer service. For example, outsourcing can help improve the quality of a company's services by giving it access to a pool of resources with expertise as eCommerce customer service also entails listing new products, optimizing them, liaising with vendors besides handling tickets. A company can also free up resources through outsourcing so that they can be used for other purposes. Additionally, outsourcing customer service is often viewed as a way to improve a company's quality and efficiency.
Make sure the provider you choose has experience in your industry
When you outsource customer service, you are trusting a third-party vendor to represent your company. It is important to choose a vendor with experience in the industry you want to use, such as real estate, eCommerce, or medical. This way, you can be sure that they will be able to provide the level of service your customers expect. The provider should also have a good understanding of your industry and be able to answer questions about your products or services. By taking the time to find a vendor with the right experience, you can ensure that your outsourcing is successful.
Verify that the provider has high-quality agents
When outsourcing customer service, it is important to verify that the provider has high-quality agents. A variety of factors can be considered in this process, such as the average hold time, the first call resolution rate, and the agent satisfaction score. The average hold time should be relatively short, and the first call resolution rate should be high. Additionally, the provider should have a high agent satisfaction score, as this indicates that agents are happy with their work and are therefore more likely to provide quality service.
If possible, try to have a conversation with an agent yourself. Pay attention to factors such as whether the agent is polite and respectful, whether they are knowledgeable about your product, and whether they are able to handle difficult customer service issues. By taking these factors into account, you can be sure that you are outsourcing to a provider with high-quality agents.
Keep costs manageable with a flexible outsource service partner
No matter what type of business you run, finding ways to save costs even while outsourcing, is always important. One way to achieve this is to be flexible in your engagement with your outsource service partner. Working on an hourly basis might be a better alternative. This will give you the flexibility to scale up or down as needed, and you'll only pay for the services you use. Rather than being tied down to a certain number of agents, it may be more cost-effective to engage in flexible staffing arrangements.
Looking for a reliable and affordable customer service solution? Technokrats offers an outsource eCommerce customer service solution that is both reliable and affordable. With over 10 years of experience, we have the expertise to handle all of your customer service needs. Contact us today for a free consultation!
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