Elevating eCommerce Customer Service

Maya Angelou famously said, "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel." In eCommerce, customer service is the key differentiator. Providing exceptional customer service isn’t just a nicety, it’s a necessity to building a reputable trust between brand and customer. Customers expect prompt, personalised and efficient service at every stage of their journey, from fast delivery times and hassle free returns to proactive problem resolution.

Customers also value clear and timely communication about their orders and knowledgeable support staff who can address their concerns effectively. However, meeting these expectations in-house can be a daunting challenge for many eCommerce businesses, especially those experiencing rapid growth. This is where outsourcing customer service comes into play.

Outsourcing in eCommerce has grown exponentially, driven by advancements in technology such as Social Commerce, integrated CRM systems and the globalisation of markets. These factors have made it easier for businesses to access high quality outsourcing services, scale their operations efficiently and cater to an international customer base. By leveraging third party expertise, businesses can streamline operations, cut costs and focus on their core activities while ensuring a seamless customer experience.

Let’s explore how outsourcing customer service can transform your eCommerce business and why it might be the strategic move you’ve been waiting for.

Why Outsource Customer Service

Scalability at Its Best

eCommerce is inherently unpredictable, with sales spikes during holidays, promotions and product launches. Outsourcing customer service allows businesses to scale their operations up or down, depending on demand, without the logistical headaches of hiring and training additional staff whilst maintaining a high level of quality.

Access to Expertise

Specialist outsourcing firms bring a wealth of experience in handling eCommerce-specific queries, from order tracking and returns to payment issues and product inquiries. Their expertise ensures seamless and personalised customer interactions.

Cost Efficiency

Hiring, training, and retaining an in-house customer service team can be costly. Outsourcing eliminates the need for overheads like office space, employee benefits and continuous training, allowing businesses to allocate resources more strategically.

Customer Journey

With an outsourced customer service provider, you are tapping into their expertise and will enhance your customer's journey and satisfaction. With their years of experience, an outsourced team will be better equipped to serve customers to the highest quality, meaning customers are likely to return to buy from you again.

Customer service employee logging onto their computer to begin the day.

What eCommerce Services can be Outsourced?

Outsourcing isn’t limited to basic customer support, here are some eCommerce specific areas where outsourcing can make a difference:

 

  • Live Chat and Email Support: Rapid responses to customer queries to boost satisfaction and loyalty.
  • Phone Support: Personalised assistance for complex order-related concerns.
  • Social Media Management: Monitoring and responding to customer interactions across platforms.
  • Order Management: Processing orders, tracking shipments, and handling returns or refunds.
  • Technical Support: Troubleshooting product issues or guiding customers through setups

eCommerce Fulfilment

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Outsourcing fulfilment operations, such as warehousing, picking, packing, and shipping, can significantly reduce logistical burdens. Third-party logistics (3PL) providers bring expertise in managing orders, offering services like advanced inventory management systems, real time tracking as well as picking and packing processes.

These capabilities help ensure accuracy in order processing and reduce errors that could impact customer satisfaction. Furthermore, 3PL providers are adept at scaling operations to meet seasonal spikes or promotional campaigns, enabling businesses to maintain efficiency and service quality during high-demand periods.

Outsourced fulfilment also allows businesses to expand into new markets by leveraging the provider’s established distribution networks, reducing the complexities of international shipping and compliance.

Returns Handling

Managing returns is a critical part of the customer experience, as it significantly impacts customer trust and loyalty. A poorly handled returns process can lead to frustration, negative reviews, and loss of repeat business.

Conversely, a seamless and hassle-free returns process reassures customers that their satisfaction is a priority, even when something goes wrong. Outsourcing this process allows businesses to streamline return authorisation, inspection, and restocking.

Providers often utilise advanced technology to track returns in real-time, identify patterns in return reasons, and optimise inventory management. Many also handle customer refunds and exchanges promptly, ensuring a hassle-free experience for both the customer and the business. By offering transparent and efficient returns handling, businesses can strengthen trust, improve retention rates, and differentiate themselves in a crowded market.

Outsourcing this process allows businesses to streamline return authorisation, inspection, and restocking. Many providers also handle customer refunds efficiently, ensuring a hassle-free experience for both the customer and the business.
Dawleys eCommerce fulfilment team checking returns for issues

Best Practices for Outsourcing Customer Service

Our contact centre team working at Dawleys head office

To maximise the benefits of outsourcing, keep these practices in mind

Not all outsourcing provider are created equal. Look for firms with a proven track record, in eCommerce, excellent client testimonials and robust data security measures

Define your service level agreements (SLAs) clearly. Establish benchmarks for response times, resolution rates, and customer satisfaction scores.

Ensure seamless integration of your order management systems and other tools with your outsourcing partner’s operations. This guarantees smooth communication and data flow for consistency across the board.

Your outsourcing partner should be an extension of your brand. Provide comprehensive training on your products, policies, and tone of voice to ensure a consistent customer experience.

Regularly review key performance indicators (KPIs), gather customer feedback and have regular reviews to ensure your outsourcing partner meets or exceeds expectations.

eCommerce Outsourcing Success Stories

Many eCommerce giants owe part of their success to strategic outsourcing, for instance:

  • Amazon: Renowned for its stellar customer service, Amazon relies on a mix of in-house and outsourced teams to manage its massive customer base efficiently. By outsourcing certain aspects, such as technical support and multilingual services, Amazon ensures it can cater to its diverse global audience. Its outsourcing strategies also help maintain rapid response times and consistent service quality during peak shopping seasons like Prime Day and Black Friday.
  • ASOS: The British online fashion retailer outsources customer service to manage international markets and provide multilingual support. This approach allows ASOS to maintain its brand voice across different regions while effectively addressing cultural and language differences. Their outsourcing partnerships also enable quick resolution of customer issues, contributing to a smoother shopping experience and fostering brand loyalty among international customers.
  • Zappos: Known for its exceptional customer experience, Zappos utilises outsourcing to scale during peak seasons without compromising service quality. By partnering with specialised outsourcing firms, Zappos ensured that every customer interaction reflects its core value of delivering happiness. Their flexible outsourcing model allows them to handle large call volumes during holidays while maintaining their renowned personalised touch in customer service.

Is Outsourcing Right for Your Business?

Outsourcing customer service isn’t a one-size-fits-all solution. It works best for Ecommerce businesses looking to scale rapidly, enter new markets or optimise costs. However, it’s crucial to weigh the pros and cons and align outsourcing with your long term business goals.

If done right, outsourcing can be a game changer for eCommerce businesses. It not only enhances operational efficiency but also empowers businesses to deliver world-class customer experiences, building loyalty and driving growth.

How Dawleys Can Help

At Dawleys, we make outsourcing easy, with our tried and tested customer journey and onboarding process, it makes us the outsourcer of choice for national and international clients.

Finance Director checking stats and reports from different clients.

Our seamless onboarding approach ensures a smooth transition

  • Discovery & Consultation: We take the time to understand your business, goals and customer expectations to create a tailored solution.
  • Integration & Process Alignment: We handle all technical setup, CRM integration and team training to ensure a seamless operation.
  • Soft Launch & Optimisation: We roll out services in phases, closely monitoring performance for any necessary adjustments.
  • Ongoing Support & Growth: With dedicated account managers, performance reviews and continuous improvement strategies, we help you scale effortlessly.
Employees talking about issues, problems and solutions in a meeting

We provide tailored solutions for eCommerce businesses, specialising in:

  • Customer Service Management: Handling inquiries, order processing, and returns with precision.
  • eCommerce Fulfilment: Real-time inventory tracking and efficient order processing from our state of the art fulfilment centre.
  • Returns Handling: A fully managed process, from return authorisation and quality inspection to inventory restocking and customer refunds.By partnering with us, your business can reduce operational costs, improve customer loyalty and focus on scaling core operations. Whether you’re a start-up or an established retailer, Dawleys delivers an exceptional customer experience every step of the way.Are you ready to explore the world of outsourced customer service? Your next breakthrough could be just a partnership away.