Outsourcing to beat the e-commerce holiday shopping rush

Outsourcing to beat the e-commerce holiday shopping rush

December 3, 2019

‘Tis the season of tinsel, parties, and most of all, spending sprees! Cyber Week kicked off the holiday rush, and it’s expected to get busier until Christmas and New Year.

Often, the last quarter of the year is a dizzying wave of last-minute purchases and rush deliveries bundled with armies of frustrated customers.

Despite the slow increase of overall holiday spending from 2017 to 2018, e-commerce businesses are still likely to set high expectations for their brand performance. This should push them to prepare their frontline for impressive customer satisfaction and revenues.

The frustrations

frustrated young man staring at phone as smoke blows from nose

While the holiday rush ushers in plenty of fun and exciting deals for consumers, it’s a different story for online retailers. These brands face long order placement queues, mountains of product queries, demands for prompt deliveries, and complaints about limited stocks. Great deals on electronic devices can also lead to spikes in technical support requests from customers for their new gadgets.

In an industry governed by the customer is always right, there will always be a long list of pain points that burden both retail workers and customer care agents. Listening to customer feedback enables them to streamline and improve their processes, ensuring customer satisfaction.

The holiday shopping season also enables brands to showcase their capacity to handle more functions and go beyond consumer expectations.

The stakes

Expectations run high on the retail landscape during the holidays. Consumers are in a rush to get their shopping done, so they need their e-commerce platforms to be efficient, responsive, and easily accessible. They want memorable holiday shopping experiences throughout the customer journey and beyond.

With most earnings coming from web-based channels, brands need to tighten their frontline defenses by improving online brand experience and providing quality customer service. Though occasionally overlooked, impressive customer support translates to impressive revenues because customers are more willing to spend their money where they feel well-taken care of. They’re willing to pay extra for a better experience.

The solution

call center team providing customer support for an e-commerce business

Consequently, the year-round solution for many e-commerce business woes is outsourcing. Think of it as offloading functions to a self-sustaining, well-oiled machine. Outsourcing ensures that the frontline is well-equipped and skilled in handling various tasks like queueing and managing multichannel support platforms. This is vital because it frees up time and resources for other crucial business matters beyond the holiday shopping rush.

Outsourcing to call centers is also beneficial because these companies specialize in refining customer engagements. As frontliners, call center agents are a rich source of information about common consumer questions, customer frustrations, and the best responses for every kind of customer complaint. As such, they can help a brand frame a strong FAQ section for their website or social media profile.

A call center partner can help maximize customer satisfaction practices by planning and meeting the workload requirements and agent ratio that best suit business needs. Full-suite service providers like Open Access BPO offer multichannel support options to ensure customers can get in touch with a brand through live chat, social media, email, or over the phone.

With their quality work, these call centers enhance both the customer experience and brand-consumer relationships which, in turn, encourages brand loyalty, elevates brand reputation, and boosts revenues.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO24 minutes ago
A Microsoft study revealed that 21% of customers hate having to contact brands over and over regarding the same concern. Follow these 8 #CustomerService tips to reduce repeat complaints! https://zcu.io/dGT5

#WeSpeakYourLanguage #CustomerSatisfaction #CustServ
Open Access BPO
Open Access BPO1 day ago
There are two types of #CallCenter agents for businesses looking to outsource: the #generalist and the #specialist. Get a closer look at their strengths to determine which type can help you deliver superior multilingual #TechSupport: https://zcu.io/ckQi

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
Prevent cancellations and help your #CustomerService team retain customers with these #CustomerRetention strategies. Here's how: https://zcu.io/b7hc

#WeSpeakYourLanguage #CustomerExperience
Open Access BPO
Open Access BPO5 days ago
Call center shrinkage negatively affects businesses. Follow these tips to manage #CallCenter shrinkage effectively and boost #EmployeeProductivity: https://zcu.io/3omD.

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
There are two kinds of #CallCenter agents: specialists and generalists. Let Open Access BPO help you find the right team for your business needs: https://zcu.io/SP0j

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO1 week ago
Open Access BPO Onshore™ is our Las Vegas-based program that delivers remote business solutions such as customer support, contact center, content moderation, and back-office services to companies in the US. Learn more: https://zcu.io/0lW5

#WeSpeakYourLanguage #Outsourcing