From the Store to More: Elevating Shopping Experience with eCommerce Outsourcing

Reimagine your customers’ shopping experience with eCommerce outsourcing

Published on December 21, 2022
Last Updated on December 23, 2022

Ecommerce outsourcing is an excellent way to reduce costs and streamline your business, but it can be difficult to know where to start. Before jumping the shark, it’s time to figure out what it is, how it works, and what to consider when looking for an eCommerce BPO partner. 

What is eCommerce outsourcing?

Ecommerce outsourcing lets you partner up with third parties or agencies that specialize in eCommerce outsourcing services and other aspects of developing an online business. This includes everything, from developing and designing your website, creating and managing your marketing campaigns, to taking care of eCommerce customer service.

There are many different ways you can outsource your eCommerce needs: hiring an agency that specializes in digital marketing; using a Software-as-a-Service (SaaS) platform that provides customer behavior or industry insights; or hiring freelancers that specialize in back office support for an online business. 

Benefits of eCommerce outsourcing

When looking to partner up with a company that offers eCommerce outsourcing services, it is important to consider the reasons why. Whether it’s cost savings or improving efficiency, many benefits can be gained by going through a business process outsourcing company.

  • Reduce costs. The most obvious benefit is saving money on the costs of building your own in-house team. Outsourcing companies are equipped with the resources for staffing, training, and developing tools, which could be expensive to establish on your own. 
  • Improve efficiency. Another reason eCommerce BPO is beneficial is that outsourcing companies have teams of eCommerce specialists around the world. By hiring experts who can perform tasks more efficiently, you’ll be able to reduce the amount of time spent doing repetitive tasks and focus on more important and complex aspects of your business. 
  • Scalability. Another advantage is that they allow companies to scale their business in a short amount of time. The ease of building staff, training them, and implementing tools through outsourcing will also make scaling your business easier. Your operations will continue to run smoothly even if there is a sudden surge in demand. By outsourcing projects to eCommerce BPO companies, you can focus on what matters most: your core competencies.

Assessing your needs first

Different aspects of the business require different skills. Developing an eCommerce platform, building an online store, or operating and managing eCommerce services require certain types of specialists, and outsourcing these to an eCommerce BPO can be extremely helpful. Ecommerce outsourcing companies have the manpower, technology, and expertise to help set your business up for success. 

Before beginning the outsourcing project, you must align your goals and key performance indicators clearly. Consider clarifying a few things internally before diving into eCommerce outsourcing:

  • How much do you want to outsource?
  • Which operations do you want to outsource?
  • How much time are you willing to devote to the project? How much support do you expect from your partner business process outsourcing company?

Determine which operations you can outsource at the moment—do you need a call center or just outsource email services? What languages do you need? What’s your overall goal? Asking these questions can help you figure out your needs, which will improve your chances of finding the right outsourcing call center partner. 

Choosing an outsourcing company

When looking for an eCommerce outsourcing company, it is crucial to have a clear understanding of what you are getting from them and what expectations they have for themselves. Think about choosing your eCommerce outsourcing partner like a shopping experience: 

  • A proven track record. It’s important that the company has a good history of success and can provide proof of its previous work. This will show you if they have been able to deliver on projects in the past—and, if so, how successful those projects were.
  • Updated information security policies. Choose a reputable company that has updated information security policies in place. eCommerce outsourcing companies embracing data protection policies ensure that they are compliant with privacy laws and use only the best possible security measures for their business. 
  • Digital innovation. Cutting-edge technology is a crucial requirement for any company that wants to stay competitive in today’s marketplace. You should make sure that the firm has access to the right digital resources. These include things like software and servers, which are necessary for your business to run smoothly. 

When it comes to choosing a vendor, you should do your research before making any commitments. The most important thing to consider is if they are the best fit for what you currently need.

Ridiculously Good Shopping Experience

Dubbed by the Everest Group as the World’s Fastest Growing Business Process (outsourcing) Service Provider,  TaskUs reinvents customer experience and expectations in the retail and eCommerce outsourcing industry. We won’t just give excellent customer care; we make sure that your customers will have a Ridiculously Good shopping experience. 

Profitability

Over the past decade, we have assisted clients in developing strategies to migrate CX support to lower-cost markets, reducing their total cost of service by an average of 45%.

Ramp

Our deep experience in the retail and eCommerce industry enables us to successfully scale programs during seasonal, promotional, and social influencer peaks, with some clients scaling up and down in headcount by as much as 350% every year.

Customer Care

Our people-first culture, rigorous onboarding process, and hands-on training programs lead to high-performing “Super Teammates,” regularly achieving CSAT scores over 92% and a low attrition rate compared to industry standard.

Trust & Safety

We partner with cutting-edge Machine Learning companies to complement our clients’ in-house solutions. TaskUs is distinguished by its deep content moderation capabilities of up to 1.2 billion pieces of content a year, including those of platform users/sellers to ensure a safe and secure shopping environment.

Sales Support

Our Teammates supporting our global clients in the retail and eCommerce space are functional experts in identifying, recommending, and generating need with platform sellers and SMBs, resulting to some campaigns averaging $2,800+ in additional annual revenue per Teammate.

Digital Innovation

We are dedicated to bringing innovation and continuous improvement to our campaigns enabling teams to work faster and smarter through the power of AI.

CASE STUDY

Navigating New Heights: How Great Customer Experience Scales Operations, Increases Sales, and Improves CSAT

Download Case Study

One of our clients, a global eCommerce platform, is transforming the way sellers do their business online. They implemented a number of support channels to assist their growing community. However, their reach and customer satisfaction rates start to diminish as they continue to experience hypergrowth. Above all else, they needed a partner that could flourish in a complex-care environment and rapidly scale with their company’s growth.

By focusing on these three key aspects of our CX strategy, TaskUs was able to provide a positive customer service experience and achieved outstanding results for our client:

  • 91% improved customer satisfaction from 79%
  • More than tripled agent count to 270 from 35 without any decrease in customer satisfaction
  • Increased sales revenue to more than $2,500 produced per agent
Want to learn more about our Retail + eCommerce services?

References

Glenn Chua
Editorial Director
Glenn is the Editorial Director of the Integrated Marketing team who is in charge of all the client-, internal-, and external-facing content of the company with the goal of generating sales and growth for the company, as well as attracting new talent to join its global growth. Creative, passionate, yet soft-spoken in person, he has extensive knowledge of fast-growing companies, industries, service lines, and emerging technologies.