eCommerce customer service outsourcing refers to the practice of delegating customer support tasks to a third-party company or individual, rather than handling them in-house. Outsourcing allows eCommerce businesses to access specialized expertise, reduce overhead costs, and focus on their core operations while ensuring high customer satisfaction.
Why Outsource eCommerce Customer Service?
There are several reasons why outsourcing eCommerce customer service is crucial for small businesses who choose to provide 24/7 service:
- Cost savings: Outsourcing can help businesses save on labor, infrastructure, and training costs. You do not have to maintain an in-house customer support team.
- Access to expertise: Partnering with a specialized customer service provider can give businesses access to experienced professionals who are well-versed in handling various types of customer queries and issues.
- Scalability: Outsourcing allows businesses to easily scale their customer support operations up or down, depending on their needs and growth.
- Flexibility: eCommerce businesses can offer round-the-clock support to customers across different time zones and languages by outsourcing to a global customer service team.
- Focus on core operations: By outsourcing customer service tasks, businesses can focus on their core functions, such as product development, marketing, and sales.
Types of Customer Service Tasks to Outsource
eCommerce call center outsourcing providers can assist businesses with a wide range of tasks, such as:
- Listing Q/C: With photoshop skills, we work on the image specifications and optimize title & description with vital keywords for products. Listing Q/C requires matching Vendor and the Marketplace product details, assigning a New ASIN to an Item.
- Order management: Handling order-related queries via chat, email and call for order status, cancellations, modifications, and payment issues.
- Shipping and delivery: Assisting with late or missing deliveries, tracking information, and shipping policy inquiries.
- Returns and refunds: Processing returns, exchanges, and refunds in accordance with the company’s policies.
- Technical support: Troubleshooting and resolving technical issues related to the eCommerce platform or products.
- Customer feedback: Collecting and analyzing customer feedback to improve products, services, and overall customer experience.
A company’s customer service is a routine and important task. Outsourcing eCommerce customer support ensures that it is handled in the most efficient manner possible, resulting in high levels of customer satisfaction. Additionally, it allows business owners to concentrate on their core activities, for example, expanding their market.