In 2020, we witnessed the impossible and unimaginable—a hypothetical situation only discussed on National Geographic shows—the world had stopped. The globe may have continued spinning on its axis and revolving around the sun, but life on Earth was seemingly put on hold, as establishments closed down and people stayed home. Due to the temporary and permanent closure of businesses, the economy suffered, along with millions of people.
With limited personal contact, making enough profit through the usual way was taken out of the question. During the peak of the pandemic, you would think that there’s no recovering from this, that it’s not possible to make money in the midst of a global economic crisis.
Well, lucky for the modern-day entrepreneur, that’s where you would be wrong!
Once Upon a Time, When the Internet Saved the World
Why do you think the human race has lasted this long? Throughout many disasters, we humans have braved through it all and reached this far. Over the years, humans have adapted to their environments by altering their behavior until they became the most sophisticated species.
Like in prehistoric times, where people made use of the resources available to create inventions that will help them survive, humans are now also taking the bull by the horns and making the most of what is available. As such, people have hung on and bet it all on one of the few tools still available to them amidst it all—the Internet.
The Internet has been an essential part of life over the years, but access to it has become a matter of life and death today. Through the Internet, people managed to create connections from far away, work from home, and brave through the chaos together despite being physically apart.
Besides personal use, the Internet and technology have also been a lifesaver for many businesses, as they adapt to the changes in consumer behavior.
The Boom of E-Commerce Businesses
Two words—“online shopping.”
People may have been stuck at home for most of their lives for the past year, but no pandemic could stop them from spending money. Like our ancestors, the average consumer has also adapted according to their changing environment to survive. In this case, their habits have changed, as they turned to the Internet to purchase what they want and need.
Businesses took advantage of the situation and focused their efforts online to cater to their target market’s new buying behaviors. With the rise in online shopping, more and more companies, big and small, turned their attention online to sell their products and services. This development led to the dramatic expansion of the e-commerce industry.
The Importance of Customer Service to E-Commerce
Statista reported in 2020 that more than 255 million Americans shop online. While this is good for business, the number of potential customers visiting your site also poses a challenge. Your e-commerce site isn’t perfect after all; there are bound to be problems that will arise. However, do you know how to expertly deal with those issues to ensure you still get to work effectively?
Having excellent customer service is vital to increase revenue, boosting your reputation, and improving customer satisfaction. Selling isn’t enough—you need to maintain a good relationship with your customer and ensure that they have a positive buying experience on your e-commerce site. Your customer service must be able to:
- Respond to questions
- Address concerns
- Solve problems
- Provide support
Investing in Remote Customer Services
While the rapid increase in services may be a good thing, it also poses some problems. Customer service has a significant impact on the survival of your e-commerce business. If you want to last long, you’ll need to improve your customer service ethic—and fast!
Unfortunately, this is where many businesses falter. Improving customer service doesn’t happen overnight; it takes time to hire people, much less find someone skilled enough to provide what you need.
Have you been scrambling to get help but have ended up empty-handed? Maybe you’ve been looking in the wrong places. Why not look at the other side of the world for help?
The Benefits of Outsourcing Customer Services
The Internet is good for your business because of the increase in online shoppers and the number of people you can hire without geographical boundaries limiting you! Thanks to the advancements in technology, it’s possible to outsource customer service talent from different countries, such as the Philippines.
Compared to in-house customer service, outsourcing customer support has much more advantages that your business can significantly benefit from, such as:
Saving Money and Resources
Many businesses don’t have the time or money to hire additional customer service staff, so their employees are left managing many tasks on top of catering to your client’s concerns. With outsourced customer service, you can leave the customer support to them at a much lower cost as compared to recruiting in-house.
Since outsourcing agencies already have the necessary telephone equipment, you won’t have to concern yourself with buying additional resources. Not only do you save on equipment, but you also get to save more in terms of compensation, as remote employees cost much less than an in-house team.
Working High-Quality Candidates
Don’t worry about having to settle for less. When you outsource, you gain access to a large and qualified talent pool that already has the necessary skills and experience to provide top-notch customer service. Instead of investing time and money in training, with remote customer service, you automatically have a quality team at your disposal.
Providing 24/7 Service
One of the many great things about outsourcing customer support is that you can provide reliable services to your customers whenever they need it! Outsourcing customer services ensures that you’ll be able to answer their questions and solve their problems at any time of the day or night. As such, you’ll be able to meet your clients’ expectations and guarantee that they have a good experience using your e-commerce site.
Pushing for Improved Efficiency
Your remote customer service staff focuses on catering to your customers and nothing else. When something goes wrong, you or your employees don’t have to go through the trouble of finding ways to figure it out; you can focus on your own work and leave it to the outsourced staff to take care of everything. This allows you and your team to handle the more important tasks instead of worrying about something else.
Remember, when your customer isn’t satisfied, they can go someplace else, just like that. If you want your business to grow and your customers to stay, you need to provide excellent customer support.
Outsourcing customer services can help your customer network grow and improve customer satisfaction. When you invest in remote customer support, you can expect your business to scale up in no time!
Leave your customer service processes to the experts—outsource your customer services to us at CrewBloom! We connect companies of all sizes with the top 2% of remote professionals. Each CrewBloom’s inbound customer service agent is guaranteed to have extensive and proven experience in the industry. Hire premium talent today!