Outsourcing to Beat the eCommerce Holiday Shopping Rush

Outsourcing to Beat the eCommerce Holiday Shopping Rush

Audrey Reyes Published on December 3, 2019Last updated on December 1, 2021

‘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.

The ecommerce holiday shopping rush is upon us—now more than ever. The last quarter of the year is often a dizzying wave of last-minute purchases and rush deliveries. On top of that, customer support is fraught with armies of frustrated customers.

Ecommerce businesses face high expectations for their brand performance as consumers spent more through online purchases. This should push them to prepare their frontline for impressive customer satisfaction and revenues. Despite the slow increase of overall holiday spending between 2017 to 2018, online shopping grew 32.2%—or a record $188.2 billion—during the 2020 holidays versus 2019.

In addition, a survey from Adobe Analytics projected holiday ecommerce sales in the US can reach $207 billion during the last quarter of 2021, a 10% increase over last year’s sales. Global online purchases, on the other hand, are projected to rake in $910 billion, which is an 11% growth from 2020.

The frustrations

frustrated young man staring at phone as smoke blows from nose

The holiday rush ushers in plenty of fun and exciting deals for consumers, but 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. These 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 ecommerce 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. Customers want to feel well-taken care of and are willing to pay extra for a better experience .

The solution

call center team providing customer support for an ecommerce business

Consequently, the year-round solution for many ecommerce 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. They face the brunt of customer frustrations and can help formulate 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.

Get in touch with Open Access BPO today for year-round 24/7 support that you can customize and scale as your holiday ecommerce fulfillment demands grow. 

 

Read More

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO9 hours ago
Program development and implementation is a collaborative effort between Open Access BPO and our clients. We fuse together winning strategies, tools, and talents to provide the best #outsourcing solutions for your business.

Here's how our flexible outsourcing solutions match every partner's operational goals, schedules, and budgets: https://buff.ly/3wEuMV0

----------
Let Open Access BPO be part of your roadmap to business success. Let's get your outsourcing ops started: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#infographics #BPO #CallCenters #KPO
Open Access BPO
Open Access BPO17 hours ago
#CustomerService and #marketing have different objectives and roles, but they need each other to ensure business success. Open Access BPO explains why these two should be aligned: https://buff.ly/40iUYSL

----------
Let's collab on hyper-customizing an #CustomerSupport for you: https://buff.ly/3DueaD7

#WeSpeakYourLanguage #CX
#CustomerCare #CustomerExperience
Open Access BPO
Open Access BPO1 day ago
China is the second-largest consumer market in the world. However, its strict business protocols make it difficult for many foreign brands to establish a local presence in the region. Open Access BPO 𝗫𝗶𝗮𝗺𝗲𝗻 enables businesses to penetrate and thrive in the billion-strong Chinese global market.

Open Access BPO's expanding campus in Xiamen offers #CustomerSupport in Chinese dialects including Mandarin, Hokkien, and Cantonese.

𝗣𝗲𝗻𝗲𝘁𝗿𝗮𝘁𝗲 𝘁𝗵𝗲 𝗖𝗵𝗶𝗻𝗲𝘀𝗲 𝗺𝗮𝗿𝗸𝗲𝘁 𝗮𝗻𝗱 𝗲𝗻𝗵𝗮𝗻𝗰𝗲 𝗰𝗹𝗶𝗲𝗻𝘁-𝗰𝗼𝗻𝘀𝘂𝗺𝗲𝗿 𝗿𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽𝘀: https://buff.ly/3WVldvs

----------
𝗘𝘅𝗽𝗹𝗼𝗿𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢
• Our Solutions: https://buff.ly/3XOmOEt
• Our Other Locations: https://buff.ly/3XRmtRt

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
Open Access BPO's standard recruitment is a seamless process, from job announcement to contract signing.

Here are some of our recruitment best practices: https://buff.ly/3HkhKRs

---------
We hyper-customizable solutions that fit your needs—from staff to its everyday ops: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 days ago
Compared to most industries, #CallCenters are known for providing a fun and positive workplace for their employees.

But more than just making daily ops light and dynamic, the agents, the contact center, and the clients benefit from this: https://buff.ly/3kIaKWM

----------
Let's hyper-customize a program for your brand's goals, needs, budget, and customer demands: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #EmployeeEngagement
Open Access BPO
Open Access BPO3 days ago
Keeping your customers' data secure is one of the best ways to earn their trust.
Here's an in-depth look on how it can be achieved: https://buff.ly/3HjQYIK

----------
Only trust an #outsourcing firm with a robust #DataSecurity strategies and solutions to ensure #InformationSecurity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#cybersecurity #infosec
Open Access BPO