Crucial Benefits of a Call Center for E-Commerce Businesses
From 2016 up to 2022, the e-commerce industry in the United States is expected to grow almost double from the $360.3 billion in online sales to $603 billion.
There are no figures on the number of e-commerce companies with their own customer service support to handle consumer complaints. The trend in the US call center industry provides an insight on customer behavior, which will help businesses strategize on how to improve their customer service. For instance, more than 7 in 10 of people call by phone when they want to ask for something. The next most popular option is through the email (62%).
Below are some of the benefits of hiring a call center service for the e-commerce industry:
Improving Customer Satisfaction
Almost three quarters of people contact the company through the phone to air a grievance or clarification. A call center company will handle the customer service side so you can focus on your core business, which is to sell products. The good thing is that the call center company has its own metrics in terms of delivering customer needs. On your end, the feedback is almost immediate.
Develop Customer Loyalty
Along with customer satisfaction, you will build customer loyalty. There’s a difference between the two. Customer satisfaction has something to do more with attitude while loyalty refers to the predictive behavior and pattern. With the number of e-commerce sites on the Internet, the competition is very stiff. You can’t afford to lose your patrons to your competitors.
When you say call center, people often equate it with voice operations. After all, it’s right there on the name itself. However, technology necessitates that contact center operations expand their functions to offer a multi-pronged support for their clients. Now, aside from manning your hotlines, they can also manage your Facebook account, email, and live chats.
Daily Professional Support
The call center company will serve as the bridge between your company and your customers. It’s more cost-effective to outsource customer service support to a third-party service provider than training your own team. It will take months and months, at the very least, before they can reach the level of professionalism and skill that call center employees possess. In addition, salaries and incentives will also bloat your overhead costs if you hire your own employees rather than opt for outsourcing.
Ask us how a call center can help improve your E-Commerce business!