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5 Reasons to Outsource eCommerce Customer Support - Asia Telecom - ContactCenterWorld.com Blog

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/

Publish Date: July 12, 2022


2022 Buyers Guide Analytics

Page: 12
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

3.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

4.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

5.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time

6.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)

7.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)

8.) 
Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)

9.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

10.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

11.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

12.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

13.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

14.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

15.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.

16.) 
MiaRec, Inc.

MiaRec Voice Analytics
A powerful new addition to our Customer Engagement Suite, MiaRec Voice Analytics provides a complete quality management solution that records, monitors, organizes, and scores your customer interactions. MiaRec Voice Analytics humanizes your data, empowering you to make real decisions about your customer service operation. Unlock the needs, wants, and concerns of your customer base while upskilling your staff, identifying service gaps, and tackling compliance.

Our Voice Analytics solution produces a detailed picture of your call center, highlights the topics you want to see, and helps you get ahead of disputes, reverse churn, and seize emerging business opportunities. With a fast and low l...
(read more)

17.) 
Navedas

CSAT.AI
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

18.) 
OpsTel Services

VIEW
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.

Features:

*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)

19.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

20.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
 
Page: 12



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