The demand for fast and reliable services is growing at a tremendous rate—even more so for eCommerce. Online shopping has become one of the fastest-growing eCommerce sectors, thanks to the endless demand of customers from all over the world. In 2021 alone, the industry hit an all-time high at 5.2 trillion U.S. dollars worldwide, and experts are expecting the figure to grow further in the coming years.
How can eCommerce businesses keep up? The answer is simple, yet a bit more nuanced and difficult to achieve—provide the best possible eCommerce customer service. Here’s what you need to know to do just that.
The rise of online and metaverse shopping has brought a new set of challenges for businesses, especially regarding customer service.
eCommerce customer service is no longer just about answering phone calls and emails; but providing round-the-clock support through covering multiple channels, handling complex processes, and ensuring unwavering customer assistance.
eCommerce customer service has two distinct channels, namely voice and non–voice support—to accommodate more customers. Examples are:
To further provide seamless customer experience, eCommerce call center companies have personalized and dedicated channels for their VIP patrons through loyalty programs.
eCommerce customer service is a crucial aspect of any online business as it determines customer satisfaction and loyalty. Understanding the nuances of support channels, response times, and resolution rates can help businesses provide efficient customer support.
Customer service is a vital part of running any eCommerce business, and is absolutely essential not just for customer satisfaction but also for your company's reputation. Here are some tips for creating effective customer service that will make customers feel satisfied, appreciated, and encouraged to return for more:
Improving eCommerce customer service is crucial in building customer loyalty and growing your business. Here are some tips and best practices to help you best serve your customers:
Despite these best practices and innovative technology, companies still experience pain points in establishing a strong eCommerce customer service presence.
From floundering customer satisfaction to high employee turnover rates, eCommerce call centers are quick to find remedies. To address these problems, companies opt to outsource eCommerce customer service to third-party providers. call center outsourcing companies help businesses to scale quickly and seamlessly.
Choosing to outsource eCommerce customer service to a call center can provide many benefits for businesses.
Choosing to outsource eCommerce customer service improves customer satisfaction and loyalty, and allows businesses to focus on their core operations. call center outsourcing is a cost-effective and scalable solution that can help businesses grow and thrive in today's competitive eCommerce landscape.
We at TaskUs are leading the charge in delivering exceptional digital customer experience for the Retail + eCommerce industry. Recognized by the Everest Group as the World’s Fastest Business Process (Outsourcing) Service Provider in 2022 and highly rated in Gartner Peer Insights Review, our team of experts leverages advanced technology and the magic of the human touch to provide seamless, personalized, and end-to-end client support.
Highlighting our commitment to providing world-class service, we assisted a multi-brand eCommerce retailer in boosting their revenue and increasing customer order amount during peak season.
We re-visited the over 1200 Calls, more than 650 emails, and 600+ chat transcripts collected from the previous season to further quantify and summarize additional insights around Closing More Sales, Commonly Asked Questions, and Technical Support inquiries from the last season.
As a result, our Teammates achieved: