E-commerce giants like Alibaba and Amazon forever changed the landscape of the retail industry, letting consumers purchase everything from electronics and clothing to household items with the click of a button. The booming success of ecommerce startups has proven that people prefer to shop online, as it allows them to access goods and services 24/7, from the comfort of their own home. It’s no surprise that, over the next 20 years, more than 95 percent of all purchases will be done via ecommerce.
This rapidly growing industry, which comprises over 45 percent of all retail growth, means competition is fierce. Online merchants must be able to adapt and embrace new technologies and strategies to improve customer retention and stay relevant. How can online businesses reach new markets, attract more customers, streamline sales, while improving personalized support in the process? For some companies, the answer lies in ecommerce BPO, which stands for Business Process Outsourcing.
Online businesses require innovative ways to scale down back-office expenses while pushing their companies to the next level. Ecommerce outsourcing services help just this purpose by taking over time-consuming and/or labor-intensive tasks at a fraction of the cost. This can include a wide scope of tasks from customer support and order processing to inbound call responses.
When outsourcing important ecommerce functions, you gain access to highly qualified professionals who have extensive experience in customer service. There is no training or investment in new infrastructure, which frees up capital that can be funneled into core initiatives aimed at growing your business.
There are a multitude of customer service functions and back-office tasks that can be outsourced to optimize productivity and increase your bottom line.
- Voice, email, SMS, social media and chat support
- Data entry services
- Order processing
- Inbound and outbound calls
- Managing customer surveys
- 24-7 customer service
- Invoice and payment processing
- Product indexing
- Lead generation
- Up-sells and cross sells
- Claim management
- Return order management
- Help desk solutions
- Order tracking & fulfillment
- Tech support
- Post-sales support
- Overseeing customer loyalty programs
- Developing PCI-compliant payment portals
Ecommerce outsourcing enables online retailers to stand out with agile, personalized customer support that engages across multiple channels with industry-specific expertise. The result is higher rates of customer satisfaction, as well as increased cost-efficiency.
- E-commerce BPO services offer numerous advantages:
- Savings on personnel, technology, and infrastructure
- Access to the latest technology
- First-class omni-channel customer support
- Increased productivity
- Flexibility to size up quickly and cost-efficiently
In order to truly succeed as an ecommerce business, you need to have higher quality services and offerings than your competitors. Customers want a seamless experience across all channels and platforms; they want prompt responses to emails and queries, and they want to feel important and valued.
It takes more resources, effort, and manpower to attract new customers than to retain existing ones, which is one of the easiest profit strategies around. With ecommerce BPO services, businesses don’t need a huge budget to streamline internal operations or deliver exceptional client support.