With the increase in eCommerce companies over the past couple of years, every
possible necessity is available at our fingertips. From shopping clothing to daily
amenities, making bookings to appointments, everything in a single click.
E commerce companies provide services satisfactorily to every corner of the globe
and are growing for a good reason.
Some eCommerce companies have become a cult brand for customers, while some
are struggling to mark their presence; even failing. Why? Because the
entrepreneurs try and do the entire job single-handedly.
At an entry-level, all eCommerce businesses are similar. Acing up the business
process is what brings about success. While top-notch technology is a factor, the
most important feature is customer service.
Outsourcing customer service is a very common trend. E commerce brands make
use of outsource teams to cut costs in the first place. But outsourcing is not just
cost-effective; it has its own set of privileges. It minimizes risk and is a boon to
small and medium businesses (even startups) who cannot afford a fully functional
in-house call center.
Businesses generally outsource the following services from third party companies:
Customer support.
IT supports.
Ecommerce data management.
Web design and development.
Content management.
Public Relations.
Operation services.
In-house or Outsource Customer service: What to choose?
In-house teams can be overly successful if managed smartly. Firstly, it allows
business heads to manage the team upfront and customize as per requirement. The
immediate availability during urgency and the same time zone are plus points.
However, the major con of having an in-house team for customer management is
huge costing. Great customer service is not built overnight, for an in-house team is
more time consuming than normal. One is the lack of experts and another being
infrastructure and tech.
Contrary to that, outsourcing companies have experts, infrastructure, and tech all in
the ready. They only provide you services required and charge for it, which is
eventually cheaper.
What are the benefits of outsourcing customer service?
1. Access to trending technologies:
Outsourcing agencies invest time and money in exploring trending
technologies and mastering them. They optimize tech-based solutions for
clients as per preferences. And most important, the use of these latest techs
is not charged separately. The cheap and overtly available pricing models
include tech charges as well.
2. Access to trending marketing strategies:
Similar to the previous point, outsourcing teams are not just savvy with
technology but with the latest marketing approaches as well. They possess
innovative ideas for targeted marketing and customer management.
3. Reduction in expenses:
Customers are a vital part of an eCommerce business, and supporting them
24x7 is essential. Having an in-house infrastructure, resources, experts,
technologies, and then managing the team cost you a fortune. When
outsourcing customer services, it cuts down the cost of hiring a workforce.
4. Exposure to a team of experts:
Outsourcing customer support and other services as well give you access to
a team of talented individuals. These companies have trained individuals to
manage the entire process smoothly.
To outsource or not: Final Verdict –
Evidently, outsourcing customer service for an eCommerce business is effective.
These teams are made of experts, who know their jobs. Allowing them to handle
some aspects of your business allows you to concentrate on the primary ones.
Outsourcing has its pros and cons but still stands a popular choice for most
businesses nowadays. It is essential to weigh out both before deciding.
How can outsource customer service help your business during the pandemic
