Krutant Iyer
October 28, 2022
•
9
min read
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The pandemic caused a major shift in how people shop. Customers worldwide have turned to online shopping for almost everything. This includes essentials like groceries and non-essentials like furniture or fashion.
E-commerce entrepreneurs now realize they are selling more than just products. They are selling a complete experience. To succeed, businesses have had to evolve rapidly by offering:
- Contactless deliveries
- Instantaneous customer support
- Personalized digital journeys
Customer service is the foundation of a loyal customer base. If this foundation is weak, the entire business can fail. However, many entrepreneurs have lean teams. This makes it difficult to deliver a top-tier support experience. This is where outsourcing comes in.
What Is E-commerce Customer Service Outsourcing?
E-commerce customer service outsourcing is a specific business practice. You hire a third-party provider or contact center to manage your customer support enquiries.
Many industries outsource their technical and marketing communications. It is especially common in:
- Banking and financial services
- E-commerce and retail
For example, consider calls from your bank about credit card upgrades or loans. Often, the caller works for an outsourced service provider. This partnership allows the bank to focus on its core products while experts handle the communication.
Should You Outsource E-commerce Customer Support or Set-up an In-house Team?
Deciding between outsourcing and an in-house team depends on your business stage. Let’s look at different scenarios to help you determine the best path.
Advantages of Adapting an Omnichannel Support Strategy for your E-store
A great e-commerce experience covers everything from discovery to advocacy. Consider this furniture store example:
A customer buys a dining table online. Upon delivery, they notice a leg is missing. They snap a photo and scan a QR code on the packaging. They are instantly connected to live chat. They share the photo, and the agent immediately starts an exchange and emails a gift coupon.
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This "phygital" experience is seamless and satisfying. Here are the key advantages of this approach:
A. 24/7/365 Access to Highly Specialised Workforce
Managing consistent support across global boundaries can be overwhelming. An omnichannel platform allows you to:
- Build a specialized virtual team that works remotely.
- Use intelligent routing to send enquiries to the right expert.
- Route based on language, location, time, or interaction history.
- Switch seamlessly from chat to a call or video to solve issues faster.
B. Speaking the Customer’s Language
About 60% of customers prefer interacting in their native language. CINNOX helps you meet this expectation by:
- Routing enquiries based on the customer’s browser language.
- Turning live chat into web or video calls for better clarity.
- Using smart greetings to guide the shopping journey.
- Building trust without needing a physical office in every country.
C. Access to State-of-the-art CX Technology
When channels are managed in silos, your data becomes fragmented. A convergent solution bridges the gap between telecom and internet networks. Benefits include:
- Customer Journey Mapping: See every touchpoint in one view.
- Data Retention: Keep all history for better service.
- Powerful APIs: Integrate your existing tech-stack into one interface.
D. Focus on Core Competencies
As you scale, you must work with many partners (like 3PL and shipping providers). You need resilient communication to avoid "information loopholes."
- Maintain clear flows between suppliers, partners, and resellers.
- Conduct pre-sales and post-purchase surveys via email or SMS.
- Gain quick insights into how products are received.
E. Offer Personalisation at Scale
It is easy to be personal when you are small, but hard when you are global. CINNOX provides a 360-degree interaction history. This allows agents to:
- View all previous conversations instantly.
- Understand the context of an enquiry before answering.
- Provide one-to-one service to a massive customer base.
- Use QR codes on receipts or packaging for instant, tracked assistance.
Whether you are just starting or scaling globally, rich multimedia support is essential.
- For new stores: Our Digital Commerce Plan is affordable and helps you manage customer experience like a pro.
- For global scaling: Our Omnichannel Contact Centre Plan provides the tools you need to expand your reach.
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