5 Reasons to Outsource eCommerce Customer Support

The rise of eCommerce:
To say that online shopping has exploded throughout the epidemic is an understatement. According to the United Nations, the worldwide eCommerce market increased to $26.7 trillion as a result of COVID-19, with consumers in emerging nations leading the way. As stated in UNCTAD’s COVID-19 and E-Commerce: A Global Review reports, as well as eTrade:

• Mercado Libre, Latin America’s online marketplace, sold twice as many things per day in the second quarter of 2020 than it did in the same period in 2019.
• Jumia, an African eCommerce site, claimed a 50% increase in transactions over the first six months of 2020.
• Between August 2019 and August 2020, China’s online retail sales share increased from 19.4 percent to 24.6 percent.
• In Kazakhstan, the internet percentage of retail sales climbed from 5% in 2019 to 9.4% in 2020; and
• Thailand witnessed downloads of retail applications surge 60 percent in only one week during March 2020.

While such growth has no doubt been welcomed by individual operators, it has also presented them with fresh challenges. Cybersecurity demands, the need for more bandwidth, and supply chain disruptions are among issues that have reared their heads, not to mention the intense pressure such demand has put on one of the most crucial facets of any eCommerce operation – customer support.

Customer service is important.
The finest eCommerce firms have a specific plan for giving their consumers the care and support they deserve, whether through contact centers, live chat, or other means. A devoted customer base is the backbone of every successful business and necessitates more than just providing a high-quality product. Organizations who invest in customer service put themselves ahead of their competition, and in a world of limited resources, it has never been more critical to be strategic in how that investment is made.

More consumers imply more customer service — and more personnel to provide it. The expense of recruiting such staff domestically is proving to be a hardship for both large and small eCommerce operators, which is why a growing number are turning to customer support outsourcing companies. Hiring a third party to manage inquiries, respond to concerns, and establish positive ongoing connections may relieve a lot of stress, especially for new eCommerce businesses on a tight budget.

Why does customer service outsourcing work?
Unfortunately, many eCommerce businesses put off outsourcing their customer support needs until it is too late. Having attempted to preserve the status quo despite increased order numbers, they are now trying to keep up with questions, requests, and follow-ups, and are soon dealing with an increasing number of dissatisfied clients. Smart business owners understand that taking a proactive approach to outsourcing may provide various benefits, including:

1. Best Service. While customers may eventually forget about a product or its specific features, the majority will always remember the help they got, and outsourcing providers are significantly involved in providing such exceptional service. Online customers are always looking for information and answers to their problems, and eCommerce firms that respond to such inquiries swiftly and properly will be remembered for the right reasons. Quality customer service should not be left to chance, and outsourcing companies make it their number one focus.
2. 24 Hours Service - One of eCommerce’s most appealing characteristics is the option for customers to purchase whenever they want, with 58 percent of consumers preferring to shop online rather than in-store since they can do so 24 hours a day, seven days a week. This demand extends to having access to customer service, and outsourcing allows firms to react to simple inquiries after hours and on weekends without having to pay exorbitant penalty fees. Nothing beats serving clients’ needs and desires even when you’re sleeping.
3. Minimizing issues: Even the world’s most competent companies face angry clients on occasion. The important is how they handle them. Excellent customer service is all about mitigating the consequences of such issues, with consumers who feel their views were heard not only less likely to create more trouble but also more likely to become champions for the eCommerce firm. Working with the correct outsourced eCommerce solutions provider will help you keep your customers satisfied and reduce the need for issue resolution.
4. Best use of resources: responding to client inquiries is a necessary part of doing business, but it should never be the main emphasis of an eCommerce entrepreneur’s firm. Outsourcing customer service helps executives and in-house employees to focus on essential company operations such as product development and sales strategy. By outsourcing less monotonous and time-consuming activities to specialized third-party suppliers, companies may devote more work and resources to actually expanding their businesses.
5. Scale to meet demand: As the COVID-inspired surge has demonstrated, eCommerce enterprises must be nimble enough to adapt to market pressures. As sales have increased, so has the need for greater customer service, and addressing that need locally might entail massive upfront expenses for things like recruiting, office space, and IT equipment. Similarly, a rapid decline might raise concerns about what to do with so many resources that are no longer required. Outsourcing eliminates this burden by offering a cost-effective and efficient platform for scaling up and down customer support employees as needed.

eCommerce solutions that are outsourced

One of the reasons eCommerce outsourcing succeeds is that there is no one-size-fits-all policy. When it comes to customer service, suppliers can either enable complete units that operate under the supervision of a Team Leader or find specific positions that would assist a business to achieve its own needs. From Helpdesk and Technical Support personnel to Inbound (customer inquiries, feedback, and complaints) and Outbound Services (contacting customers with promotions, bill reminders, and satisfaction surveys), outsourced eCommerce solution providers are playing an important role in putting more smiles on the faces of customers – and, by extension, those of business owners.

Discover the eCommerce trends that are emerging as millions of people adopt new online purchasing behaviors and habits as COVID-19 becomes an ongoing part of our life.

Source: https://www.asiateloutsourcing.com/5-reasons-to-outsource-ecommerce-customer-support/

2023 Buyers Guide

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Automation

 

1.)

Agara Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls. Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.)

Auraya EVA Voice Biometrics Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent. Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o... (read more)Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent. Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers or switching applications to access OTPs can result in inefficient and cumbersome customer experience. Time is wasted trying to verify customers with insecure methods. EVA works in English out of the box but can be configured to work in languages other than English. Recognising what specific digits are spoken using EVA's native speech recognition is only available for the English language out of the box. EVA has additional capabilities such as real-time fraud detection and digital channel enrolment and verification options that can be turned on with customisation services from Amazon Connect consulting partners. If you are interested in these additional features, please contact an Amazon Connect consulting partner that is an authorised Auraya reseller partner.

3.)

Call Adapt Soundboard Software Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.)

CieloCX Voice to Digital Connect, Agent Guided Workflows Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues. Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues. Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution. Our Applications support en... (read more)Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues. Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues. Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution. Our Applications support entire journeys including automated alerts and notifications throughout the time to resolution. Applications include Order Status Chatbots, Product Returns with Refund Workflow, Product Registration, and Exchange Smart Forms, Patient Pre-Visit Consent with Touch Screen Signature, Personal Lending with Proof-of-Income Image Capture, Knowledge Base, and How-to-Video Troubleshooting. We provide a scalable set of SMS applications designed to help you rapidly deploy new journeys of any size with no impact on IT resources.

5.)	Cognigy Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

6.)

Consilium Software Consilium UniCloud™ UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models. With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C... (read more)UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models. With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (CCX, UCCE, and PCCE), communications managers (CUCM), voicemail (Unity Connection) and IM & Presence by up to 85% which leads to the faster onboarding process for a new customer. A Self-Care portal within UniCloud™ is effectively managing services specific automation of MACDs (moves, adds, changes and deletes) allowing end-users to perform Day-2 related tasks of their own while reducing the basic operations workload of support teams. Consilium UniCloud™ enables enterprises and service providers to manage and automate the delivery of Cisco-based Unified Communications as a service (UCaaS) and Contact Center as a service (CCaaS) offerings using single, centralized management and easy-to-use administration interface, with role-based access providing granular control over permissions, limiting potentially unauthorized or inadvertent transactions. With its unified portal for UC and contact center provisioning, multi-tenancy and single-pane-of-glass views and tools, UniCloud™ introduces turn-key efficiency in onboarding new customers, provisioning of users, agents, teams, skill groups, and devices, or their migration from non-Cisco platforms to Cisco, and also provides centralized management and monitoring.

7.)	eGain Corporation eGain Solve Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

8.)	Emmersion Automated Language Testing Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

9.)

OpsTel Services SPEED & PLUS The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Perfor... (read more)The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Performance Monitoring & PLUS provides a single interface, where operations teams no longer have to rely on HR, IT or any other organization to administer agent profile data across multiple technologies in the contact center. The PLUS solution allows for simplified provisioning & maintenance of agent profile data reducing processing time from days, weeks or months in LESS THAN 10 MINUTES! The PLUS features: *Agent Provisioning Cycle Time Reduced from Days/Weeks to 10 Minutes or Less *Fully Automated Agent Onboarding / Updating / Maintaining / and Offboarding of Agent Profiles (Identity, Access, Utilization) *Overlays and Enhances Existing Contact Center Solution Set *Enables Operations Staff to Maintain all Aspects of Managing an Agent’s Profile through “Single Pane of Glass” *Supports Multi-Faceted Agent Profile Attribute Configuration Requirements; e.g. Union Rules, Seniority Dates, Etc. *Detailed Agent Profile Audit Trails

 

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