Customer service call centers provide ecommerce businesses with a number of benefits. You need a call center – no question. However, you may not need to manage call center services internally. While an internal call center comes with some nice advantages in terms of flexibility and control, a partnership with a qualified provider also has perks that might be a better fit. In this post, we'll discuss a few of the benefits you can get through call center outsourcing.
For many small to midsize companies, staffing and managing an internal call center can be challenging and costly. Unless you're selling highly technical products that require in-depth knowledge, the operational expenses may not be worthwhile. Conversely, an outsourced call center helps you avoid the costs of capital investments such as quality call monitoring systems, scheduling software, chat support integration with your website, etc. You can also save on the costs associated with recruiting, training and retaining call representatives – which really comes in handy during your peak season. Speaking of which…
Because of their established focus on providing customer service, a good call center should be able to handle the higher volume of calls during your peak seasons without straining your budget or internal team.
If an outside partner is handling your call center functions, you're free to focus on the core components of your business. Outsourcing your call center allows you dedicate more bandwidth to developing products, customer acquisition, marketing campaigns and other growth initiatives.
Choosing whether to manage a call center on your own or outsource will ultimately depend on the nuances of your business. However, it's worth considering the cost-effective benefits of collaborating with call center service providers. To learn more about the call center services provided through Fulfillment Works, contact us today.
Whatever product or service your company offers, keeping customers engaged and coming back to your site is critical for ecommerce success. Customers remain loyal to brands that treat them well, but even more so to companies that implement memorable tactics to keep them happy. Below are some easy ideas that can go a long way toward leaving a good impression on your customers.
You don't need to be pushing a sale every time you communicate with your customers. Sharing content related to your products or industry can provide your customers with helpful information for purchasing decisions. By establishing your company as a source of authoritative information, you also build up your trust and reputation among customers.
Create helpful offers
Go beyond the run-of-the-mill discounts and think of special offers that improve the purchase experience, rather than just trying to make a sale. What sets you apart from the competition? Do your product margins grant you the flexibility to give away free gifts with orders? Are there ways you can simplify the decision to purchase (like offering free returns or special warranties)? To come up with a promotion that works for your situation, consider the interests of your customers, the products you sell, and the logistics of your company.
Keeping a professional tone with your customers doesn’t mean all communication needs to feel scripted. Remember, messages that actually have a “human touch” to them will go a long way toward making your brand memorable and encouraging repeat business.
Say 'thank you'
Sending a thank you welcomes new customers to your site, and is a reminder of your expert service to returning customers. To encourage repeat business, offer a coupon or shipping discount on their next order. Consider also sending thank you emails/discounts when customers complete other actions on your website, like signing up for your newsletter.
There are LOTS of moving parts under the hood of a well-oiled ecommerce operation. Try as you might, unpredictable situations are bound to occur. To help customers with common questions, have your shipping and returns policies outlined on your website. In most cases, an FAQ-style page allows you to clearly state your policies in a format that customers will understand.
When developing this content, your customer service staff should be able to provide frequently asked questions that are specific to your business. At minimum, you’ll want to address the following general areas:
Shipment lead time
Most online customers assume that their orders ship out the same or next day. If your average lead times don't fall into that timeframe, you should explicitly state how long it takes an order to ship. Otherwise, you may see a higher number of calls from customers asking about their order status.
Military destinations require customs forms for deliveries and restrict on the types of items they will accept. Plus, not all carriers deliver to military addresses. Clarify whether you ship to military addresses, which products are eligible for military delivery, the carrier used for military shipments, and any additional rules or restrictions.
Packages can be returned as undeliverable if the address is wrong or incomplete, or if the recipient refuses to accept delivery. Make sure your customers understand that it takes time to process packages that are returned as undeliverable - which can impact how long it takes to re-ship or issue a refund.
As the ecommerce industry continues to evolve, so too do approaches to customer service. For example, self-service support – where customers use FAQs, user forums, site content, or other means to solve a problem or answer a question without the assistance of customer service staff – is more popular than ever. While this approach to customer service certainly has benefits, it may be detrimental to make self-service content the sole focus of your customer service efforts.
Self-service content works best when it's supported by a customer contact center. The two work together – call centers provide personalized service and fill in the gaps commonly found in self-service resources. Meanwhile, self-service content lightens the load on your call center. Call centers can also provide some extra advantages over self-service content, such as:
- Resolving order fulfillment, payment processing, and other problems not related to specific products
- Assisting with social media engagement
- Retaining customers who have a disappointing experience
- Generating revenue through upsells, cross-sells, etc.
- Providing customer feedback to management – resulting in new product and service ideas
Because of these advantages, choosing the right customer contact center is a major step in leveling up your overall customer service. To learn more about the call center services provided through Fulfillment Works, contact us today.
Returning customers provide the best ROI for ecommerce companies. While there are lots of things you can do to retain customers, it’s important to remember the primary factor that influences whether a customer will continue to order from you: do you provide a good customer experience? To answer this question and make any necessary improvements, you have multiple options for assessing customer experience.
One excellent method is to become your own customer. Contact your company for help with placing an order. Buy something from yourself and evaluate your checkout process. After the order arrives, call customer service to troubleshoot some issues. Go through your returns process. Evaluate what you see from this perspective and ask yourself which areas have the highest need for change.
You can also assess your customer experience by looking at collected feedback. To start, you can analyze the latest product return codes to look for common themes (or, you can decide to implement new codes to get more granular data). If your customer service department uses call monitoring and/or complaint logging/reporting, that’s also an excellent way to find areas of the customer experience that need improvement. Finally, you can always ask your customers for constructive feedback with survey tools.
Don't forget: your competition's offerings and customer expectations are always evolving. Since it's a major competitive differentiator, it's critical to periodically assess your customer experience and make improvements where necessary.