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Customer service has always been an important piece of the retail experience, and perhaps even more so with ecommerce since there is no face-to-face interaction with the client. With just about every retailer having an online presence, the competition has become fierce. Customer service is one way to differentiate from the competition. Many online retailers outsource their customer service, but others have their hesitations. These common myths should not be reason to hold you back from outsourcing.
Outsourcing Ecommerce Customer Service is Too Expensive
One of the biggest misconceptions about outsourcing ecommerce customer service is that it will cost too much money. In the long run, it can help reduce your costs as well as increase sales with customer service experts that are trained to provide the highest level of service. Partnering with a company like OutPLEX can reduce the high costs of staffing, training, technology upgrades, and quality assurance. These tasks can take up a large amount of in-house resources, that now can be better used to grow the business.
Our Internal Team Can Handle Our Ecommerce Customer Service
The appeal of online shopping is that it is always available. In fact, 58% of consumers choose to shop online because they can do it when it is convenient, day or night. They expect to be able to reach customer service quickly as well, with 71% expecting assistance with their purchase if needed within five minutes. If they don’t receive it, almost half will abandon the website completely. And they might not come back.
If you find your customer service team can no longer handle the demands that your ecommerce business is putting on them, then it is time to find a company that can handle the calls, emails, and texts that customers have come to expect from an online retailer. An outsourcing partner can be available at any time day and on the weekends to enhance the customer experience.
An Outsourced Team Will Not Understand My Ecommerce Business
The right ecommerce outsourcing partner will work to understand your business, and your customers. They will make it their business to learn about your brand and culture so they can give a quality customer service experience that is just as good, if not better, than what your internal team can do. This includes staff training and quality assurance. This allows you to focus on other areas of the business, while still retaining control over your ecommerce customer service.
I Won’t Know What’s Going on With My Ecommerce Customer Service
If your internal team was located onsite, it might be difficult to imagine it elsewhere and still having the same relationship. However, with the latest technology, outsourcing partners can collaborate with the you to increase sales and satisfy the customer. Custom reporting and real-time data are all examples of ways you can stay in-the-know when it comes to outsourcing your customer service.
If your customer service is need of an overhaul to keep up with the demand, outsourcing might be the solution. Contact OutPLEX today to learn how our solutions can help your ecommerce business!