Summary: Many E-commerce brands to realize the importance of an outsourced customer service call center and its role in up-selling and cross-selling. But how do you recognize a bad 24/7 call center services from a good one? In this blog post let us examine the role a good e-commerce call center outsourcing partner plays in expediting the sales cycle.
Since the last couple of decades, E-commerce has become a mainstay in the lives of customers globally. Many E-commerce players have emerged and amongst them, the progressive brands do recognize the need for ecommerce customer service outsourcing. An outsourced customer service call center is instrumental in enhancing customer engagement and experience, thus resulting in faster completion of the sales cycle or grievance redressal cycles. As a consumer-facing Internet-Company brand owner, you will not find it difficult to buy into this argument and decide to outsource your customer help desk. The real challenge arises when you have to select the right vendor partner.
Please take into cognizance that customer service outsourcing is much more than just responding to queries. A good Outsourced customer service call center focuses on cultivating long-term relationships with your customers which then by itself translates into an increased share of customer wallet and repeat business of your brand. The 24/7 call center services should have service agents who are well-trained in problem-solving and should not act as mere answering agents.
The agents need to be specialists in business strategy formulation, taking on-the-spot initiatives while spotting an opportunity, and should have the prowess to think creatively while coming up with a first-time resolution of customer queries. Ecommerce customer service outsourcing representatives should have the intrinsic ability to understand and empathize with the customer rather than responding to customer inquiries in a pre-defined scripted manner. They should connect with customers as if it is normal human conversation and shouldn’t sound artificial at all. They need to make the customer feel wanted and appreciated. This is the key to keeping your brand a step ahead of the nearest competition in the mind of customers and having a higher recall index. A higher recall index is the surest way to guarantee repeat business for your brand.
A key attribute of an Outsourced customer service call center representative is the display of earnest interest in the welfare of clients during or after the sales cycle is completed. At any point during the sales, journey customer has to be dealt with utmost courtesy. S/he has to feel important, respected, well attended to, and cared for so that whenever the sales cycle or grievance redressal cycle is completed, the customer walks away satisfied and deeply content with the engagement experience. When such existing customers start spreading the word of mouth positively, the cascading effect for the brand is wholesome and new customer arrivals then just remain a function of time.
24/7 call center services executives have to have the ability to become the face value of your brand. We have to understand that e-commerce is otherwise a completely virtual cycle. For a customer browsing your website, the entire buying experience has the feel of clicking a few buttons. An Outsourced customer service call center is the only human layer that customer experiences while buying through the portal. Hence one representative of the team may be better suited than other to the face of your brand. While selecting a team for your brand ecommerce customer service outsourcing company should pay special attention to finding harmony between the personality of your brand and the representatives who are manning the call center.
The incumbent e-commerce call center outsourcing company should encourage its team to engross itself in knowing and appreciating your brand to the smallest detail. They should be encouraged and lent support so that they can use your products firsthand and gain meaningful insights which then come in handy while interacting with the customer. They will be able to speak about your brand more confidently and the possibilities are high that they personally would be completely equipped to answer any and all customer queries.
24/7 call center services company should have on-site training facilities and customized training programs designed in such a way that your customer service outsourcing team strongly identifies with the brand and considers itself as working for you and handling your customer interactions just the way you would have.
There a good ecommerce customer service outsourcing companies with global reputations available to serve your brand. An outsourced live chat support company like LiveSalesman can offer its services in as many as thirty languages catering to a global audience. LiveSalesman utilizes this window of opportunity to proactively engage with your website visitors in personalized chat conversations to discover their needs. The chat support service company can customize your existing promotions, upgrade, or value-added perks to come up with an enticing offer that suits your potential guest’s queries and converts them into an aha decision to book. A static website cannot interact and tweak the offers the way a human can.
The fact of life is that the chances of bringing back a visitor who has left the website without deciding to book is next to negligible even after spending hefty marketing dollars on re-targeting mailers or call campaigns.
LiveSalesman solution especially benefits small and mid-sized hotels for whom it does not make economic sense to have a round-the-clock dedicated reservations team in-house. The other advantage is that this outsourced chat support company can easily tailor its services to meet the unique needs of small and medium businesses that larger call centers don’t always accommodate.