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A BPO Manual: 10 Practices to Assist E-Commerce Customer Service Providers

Customer service is the key to winning and maintaining customers. This is true for e-commerce. A growing number of click-and-order businesses are finding it difficult to meet all customer needs.

You can use business process outsourcing to overcome this problem. It is important to hire and work with a reliable BPO company.

Take informed outsourcing decisions Learn the best practices for eCommerce customer service providers.

BPO Best practices for E-commerce Customer Services

In recent years, the BPO industry has seen exponential growth. The global outsourcing market reached nearly $246 billion in 2021. It could grow further to 2030 at a 9.1% compound annual rate of growth (CAGR).

Outsourcing has been a key component of many businesses, regardless of their size. The United States has 68% of large businesses that produce consumer products. They outsource a portion of their workforce operations. They believe outsourcing can help reduce energy costs and tighten budgets.

Clutch also found that 37% of small businesses outsource at least one business function. Startups are encouraged to outsource certain functions in the BPO sector to increase their business growth and scalability.

It can be difficult to choose the right BPO company for your business, given all of the options on offer. To filter out the best options and narrow down your choices, make sure you are evaluating whether potential BPO companies follow best practices. It is important to know these best practices.

1. Establish business goals

Setting goals is essential for any business. Determining your business goals will help you determine what you want and guide you in setting up business practices.

Your business goals will help you to focus, make decisions and motivate your team. They also give meaning to your work.

E-commerce customer service providers must set goals. Providers must establish SMART goals that are specific, measurable, and achievable. They also need to be realistic, timely, and achievable. They must also align their goals with their clients.

A BPO company should have clear business goals when outsourcing data entry, sales, or customer service. Make sure that the service provider is aligned with your business goals. It must also establish critical metrics and implement processes that will help it reach its goals.

2. We offer 24/7 customer support

BPO companies are open 24 hours a day, seven days per week. They have different shifts of BPO agents. These agents can assist customers with outsourcing email support or live chat.

This BPO service is perfect for e-commerce customer support. Amazon employs offshoring for certain parts of its business operations. This top-ranked e-commerce brand partners with businesses in other countries. They have agents who report that they work different shifts to ensure Amazon is always available.

Check whether your BPO provider offers 24/7 customer support when outsourcing customers are concerned. This outsourcing allows customer service to be available 24/7. Your representatives will be able to accommodate all customers and keep them happy.

3. Provide Round-the-Clock Security

NTT reports that 55% of companies rely on third-party service providers to lower security risks. NTT also states that outsourcing to a BPO company is the top reason they do so. 32% of companies outsource for security reasons, while 30% do it to improve efficiency and 29% for increased performance.

NTT’s 2020 Global Managed Services Report also highlights security as a key component of smart sourcing. This report is focused on security measures, technical expertise, and actual results based on business objectives.

Read More:- What Is A BPO Customer Service And Its Benefits?

Check out what they do to protect your business when you are looking for third-party service providers. Hired vendors should have security measures in place to protect customer information and prevent cyberattacks. It must offer 24/7 security to ensure complete protection.

4. Establish a solid management team and a well-organized organization

Customers demand that the workforce be prioritized. Representatives are responsible for customer service, day-to-day operations, and ensuring operational success. It requires support from management and the ability to create an efficient organization.

A BPO setup should have an organizational structure and a solid management team. This team acts as an intermediary between the client (e-commerce company) and employees (customer service representatives). The team must ensure that their employees are well-cared for while they work to meet the client’s key metrics.

Meet with your management team to discuss your outsourced eCommerce customer service. Set important metrics and orient them to your business goals. Then, build an organizational structure. Keep them in touch and collaborate.

5. Hiring the best employees

Customer service is an important function in the front office. Customers interact directly with representatives. Outsourcing is a smart way to improve customer service and increase customer interaction.

It is crucial to hire the best talent. These employees should have basic knowledge and skills regarding e-commerce customer support. They should be open to learning.

Before you decide to outsource e-commerce, make sure that your BPO company has an extensive hiring process. You should also evaluate your workforce and meet with them. Provide them with the support and assistance they need.

6. Create a stable workforce

Fortune Business Insights estimates that the global customer experience management market will reach $11.34 million this year. Companies are investing more in their employees, as well as optimizing business processes and utilizing technological resources. Their goal is to enhance customer experience and increase customer satisfaction.

BPO companies create a stable workforce. They not only hire the best talent but also give employees proper training. Once employees reach production, they provide updates and offer training programs that will help them improve their skills and advance in their careers.

Be sure to check if a BPO company has strict hiring procedures, extensive training, or employee support programs. Look for one that is concerned about the well-being of its employees. Your customers will be taken care of if your service provider takes care of its employees.

7. Use the Latest Technology and Resources

Businesses of all sizes cannot ignore the digital tools and technology available in this digital age. They streamline workflows and optimize business processes.

According to the 2020 Deloitte Global Outsourcing Survey, 90% of companies consider cloud computing an enabler for outsourcing. 64% of respondents identify robotic process automation as a digital enabler. Deloitte noted that 58% of companies have adopted artificial intelligence.

Consider the following technologies for your e-commerce customer support:

  • Robotic Process Automation: RPA employs robots to complete some BPO tasks. It automates certain business processes and eliminates manual labor. It can greatly improve customer service efficiency.
  • Artificial Intelligence: AI simulates human intelligence using today’s technology. These machines can act and think like humans and perform specific BPO jobs. An example is an AI-powered chatbot that integrates into business websites and takes on customer service roles.
  • Cloud computing: Cloud services are databases, servers, and storage that depend on the internet. This technology allows representatives to access information online and perform tasks. This technology is ideal for customer service functions, especially when representatives work remotely.
  • Progressive web applications: PWA is a mobile application built with web technologies. You don’t need to download any app to view or access a website. It’s ideal for e-commerce customer support as a self-service option to provide a great mobile user experience (UX).
  • Social media: Social media channels can be used for more than just personal interaction. Digital marketers and entrepreneurs can also use them for business purposes. Messenger can be used by e-commerce shops to answer frequently asked questions (FAQs), and place orders.
  • Omnichannel solutions These enable seamless customer interaction by allowing for simultaneous use of multiple channels. These enable customer service agents to improve customer experience and increase customer satisfaction. Apart from a call center, customers can be assisted via email, live chat, and self-service.

8. Service Quality, Efficiency, and Customer Satisfaction Guaranteed

KPIs (key performance indicators) are used to track and improve performance. A service-level agreement is typically negotiated between a company’s BPO counterpart and the company. The company should set the service provider’s metrics.

Three key metrics are usually essential to e-commerce customer service.

  • Service efficiency is how fast representatives respond to customers’ questions and address their concerns. The better they can assist customers, the more efficient. The average handling time (AHT), in an e-commerce call center, measures service efficiency.
  • Service quality refers to the way representatives adhere to standard protocols and maintain compliance at all times. To avoid being audited, representatives must follow set call flows in e-commerce customer services. This is done using the most popular metric, the QA score.
  • Customer satisfaction is the level of customer satisfaction with the service they receive from their representatives. Customer satisfaction surveys are used to give feedback and rate agents. CSAT scores seem to be the most difficult metric in eCommerce customer service.

9. Provide a personalized customer experience

Consumers have been increasingly critical of the services and products they receive from companies in recent years. They don’t just want quality products and services, they also demand personal experiences.

Zendesk’s 2021 Customer Experience Trends Report highlights the importance of customer service. It must be friendly and not just quick. It should be responsive to customers’ needs and relevant to their unique experiences.

Personalization is crucial in BPO. This applies to customer service outsourcing via e-commerce. Here are some ways to personalize your customer experience.

  • Maintain and create customer profiles
  • Make sure your representatives are always available to customers
  • Offer customers a variety of choices
  • Allow self-service
  • Offer social media support
  • Use omnichannel solutions
  • Encourage customers to give feedback and address it
  • Personalize your products and services

10. Promote a customer-centric culture

Hubspot identifies customer-focused businesses that are 60% more profitable than those that don’t. Why? They focus on customer service to acquire new customers and ensure high retention.

Salesforce also reported that 66% of customers expect companies to listen to their needs and meet their expectations. Customers are more likely to spend on exceptional service and a great experience.

Customer experience is difficult to measure because it’s subjective. It can have a significant impact on profitability and business support. Every company should foster a customer-centric culture.

Customer-centric culture means that customers are the top priority for all stakeholders. This culture is focused on serving customers and not making profits. Profits will quickly come in when you give priority to your customers and are satisfied.

What to Look For in an E-commerce Customer Services Provider

Once you have learned the best practices for eCommerce customer service, it is time to find a BPO company. When looking for an eCommerce customer service provider, consider these key factors.

  • Check the legitimacy of your BPO provider, particularly if you use offshore and nearshore outsourcing. Check that the provider is authorized to operate. Select a BPO company that has earned international standard certification–perhaps one with awards and accolades.
  • Customer support operation: When outsourcing customer support is required for your eCommerce business, be sure to examine its features. A BPO company should be able to operate 24/7, integrate technology, and incorporate security. Choose one that has clear goals, sets KPIs, and builds its staff.
  • Ecommerce customer service types: customer service is different for each type. You must decide which customer service tasks you want to outsource. What customer service tasks will you outsource? Choose a BPO provider that is capable of handling all or some of these.
  • Your e-commerce success depends on your workforce. A BPO provider should have a customer service team that is highly skilled and knowledgeable. Consider the company’s recruitment process, training programs, as well as ongoing updates. All of these can contribute to a stable workforce.
  • Technology, tools, and another resource:BPO companies cannot ignore technology, tools, and other resources. Take into account the most recent digital tools and technologies such as RPA and AI, cloud computing, and social media.
  • Company reputation: The company’s credibility speaks volumes about its competence, credibility, reliability, and dependability. A good reputation is a sign that a BPO provider is trustworthy. Check out online reviews and ratings by third-party BPO reviewers.
  • Pricing: BPO pricing plays a crucial part in your decision-making. Offshoring is often more affordable than nearshore or onshore outsourcing. To reduce operational costs and optimize customer service, choose a BPO provider.

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The Bottom Line

Your overall success is dependent on customer service. Your workforce may eventually be unable to accommodate all customers. The best option is to outsource customer services.

Outsourcing doesn’t just allow customers to be served by customer service representatives. A hired BPO company will improve your service quality, customer satisfaction, and efficiency. This can help you optimize your processes and scale your business to achieve e-commerce success.

Contracting with the right BPO company is key to eCommerce success. Outsourcing customer service tips: Refer to the best practices for eCommerce customer service providers, discussed previously. These tips will help you make informed BPO decisions. A third-party vendor is a key component of your e-commerce company’s growth, success, and sustainability.