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10 Pro Tips to Manage a Remote eCommerce Customer Support Team

The world is witnessing a digital shift, added with a fact of increasing numbers in eCommerce activities. eCommerce is one the first economic activities to resume its operations post lockdown relaxations. This recovery was possible as most of the functioning and services are delivered online from remote locations. A vital part of eCommerce is its customer support services. Most of our online markets had either self delivered an eCommerce customer service or hired an eCommerce customer support provider to fulfill this important task.

Even though the pandemic forced everyone to work remotely, efficient strategies helped to manage this team. ‘How’? Could be the question, if you are an entrepreneur or a business lead.

Here are 10 pro tips to manage a remote eCommerce customer support team to ensure better productivity

Ecommerce customer support service is an indispensable part of your business to hold a strong customer base. They are the face of the business while supporting a customer with business details. Hence, it is important to manage an eCommerce customer service team, and when you onboard a remote team for the purpose, here are the tips to manage them efficiently.

Communication

Maintain a proper communication channel to create a workplace like environment for eCommerce customer service providers. When you say communication, it must be multi directional, such that the support assistant must communicate with the employer and also with other support assistants. This will create an engaging atmosphere to work. Make sure you communicate often and enquire multiple times, as it would be a kind of supervision and reminder to the remote support assistants.

Schedule shifts

Ensure to negotiate on work timing. Customer service is a 24*7 jobs so it’s important to seat an assistant all the time. Listen to the time preferences of the assistant, accept or negotiate to have a team fixed to specific time shifts. This will help you deliver a consistent customer support service.

Shift monitors

Being the head of an ecommerce company, one can’t afford time to supervise the working of the remote customer support service team. In addition, the recommendation is to hand the responsibility to the associate with most experience. He/She now can work as an assistant and also supervise the team.

Setting mission

An eCommerce customer support must absorb the vision of the company. This could be achieved by assigning the team a mission or target. This will impart responsibility in every member of the team otherwise there is a possibility for some members to take the time and remote working opportunity for granted, which in turn is a loss for the company.

Team target and live update

Apart from individual targets, team targets can boost productivity. Remote eCommerce customer support service lacks fun and competition, this could be fulfilled with team targets and live updates of every member’s work progress. Can employ a special platform such a Google sheet to let all members to report their task. Therefore, other team members can view the each tasks after updating. This will enthuse all to deliver more. But also involves a task of reviewing the update, which could be handed to a service provider.

Incentivizing

A good incentive possibly a monetary remuneration will be a token of appreciation as well as an encouragement for all to deliver more efficiency. 

Regular conferences

Weekly virtual conferences with the entire team can keep the call centre services more lively. In addition, it helps to address common work issues and to discuss the best practices. These conference meetings can also be utilized to a lot or make changes in shifts and also to set targets for the coming week.

Individual reporting

This is much similar to a regular conference where instead of the entire team, every member of the team will individually report their work progress. This is an important aspect as it would give a feel of importance to every member. In addition, it will also chain an attachment and loyalty towards the company. This encourages the remote eCommerce customer support service to engage and bond more with the team and company.

Outsourcing

Outsourcing the work to an ecommerce call centre services platform would be a good option. But selecting the right organization is a tiring task. As many organizations handle various projects, there could be a clash on services. In addition, there may not be proper checks and balances which could affect our business.  

Hiring an eCommerce Customer Support Agency or Provider

An eCommerce customer support agency or customer service provider is an all in one solution to transfer the customer service task. They are experts in the field and have all the knowledge and sufficient manpower and skills to handle your customer services.

Customer support services are the guardians of your customer base. To transfer this great responsibility to a reliable and efficient eCommerce customer service provider or an agency click here and know more.

 

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vservesolution December 11, 2020 0 Comments

eCommerce Virtual (Remote) Assistants: Tasks You Should Outsource Them

Being able to run your own eCommerce business efficiently requires a lot of factors on which it relies. As your business grows, the number of factors you need to consider and the number of tasks you need to accomplish increases. After a while of growth, you would hardly have enough time to accomplish everything on your list. With recent technical advancements, you can work with eCommerce virtual assistants to which you can outsource your tasks. 

Doesn’t it sound good? Yes, it would be a great idea to outsource virtual assistant services for such routine tasks and concentrate on improving your business. 

As a next step, check out the tasks for those you can outsource to virtual assistants for eCommerce stores.

Tasks to Outsource eCommerce Virtual Assistants

Customer Service

Customer service is one of the vital areas that consume a lot of effort and time. On the other hand, customer service is essential in achieving new customers and in retaining the existing customers. The virtual assistant for eCommerce stores will be able to effectively handle customer queries regarding products via mail or chat services. This will ease the customers during their purchase and will be able to offer a better shopping experience.

The virtual assistant services will not only help handle customer queries. Still, they will also be useful in handling complaints, rejections, shipment problems, and other problems, if any, from the dissatisfied customers. Engaging dedicated eCommerce virtual assistants will help you save your valuable time. Also, they will be useful in providing your customers with improved user experience.

Product Listing

The first and foremost aspect in an ecommerce store is to keep your product details like basic features and pricing structure updated. Only then, the customers will be able to obtain the right information. Being a routine task requirement, it can easily be outsourced to dedicated ecommerce virtual assistants. They will take care of providing timely product-related updates to your customers.

Content & Design

Any simple search you do on a search engine leads you to tons of resources which teaches you how to create attractive designs for your website and write engaging content posts. But, it takes some time to learn the techniques and fundamentals of this process. There are a lot of software involved in content creation and designing, which consumes time to familiarize yourself with them. So, you can assign a virtual assistant for an eCommerce store which has gone through those stages to carry out these tasks in your stead.

Processing Orders

Virtual assistants for eCommerce stores will be able to handle customers’ orders effectively. These remote assistants will be able to help the customers in placing their orders, processing the charges, and in making shipments. These eCommerce virtual assistants will be beneficial during the festive season to process the promotions and discounts involved. Despite it, the remote assistants can also be used for processing the rejections and complaints from the customers.

Product Sourcing

With the vast amount of online experience eCommerce virtual assistants have, they can research any topic you are looking for. A virtual assistant for an eCommerce store tends to know what’s in-demand which allows them to spot trending or new products that fit your business and can recommend accordingly. They present you with a series of options to choose from. In this way, you can be confident the products you purchase are of high quality. In addition, once these products are out on the market eCommerce virtual assistants can create new order lists for them.

Handling Inventory

Inventory management is one of the vast areas, wherein you can think about outsourcing virtual assistant services. These eCommerce remote assistants can be dedicated to maintaining the stock, reflecting the same in the eCommerce stores, and in planning for ordering the products from the suppliers accordingly. Handing over the inventory management to virtual assistants for eCommerce stores will help in saving your valuable time and in utilizing the same in increasing revenues.

Conducting Market Research

 In general, market research and analysis helps in improving your business performance. Those tasks can be easily handled by the virtual assistant services. Market research includes researching target customers, customer behavior, seasonal demand, and product features. Some of the other areas of research would specifically include digital marketing techniques like conducting keyword research and email campaigning. The eCommerce virtual assistants, when outsourced in the area of market research, will be useful in improving your business based on the knowledge base obtained. 

What are the types of tasks you can outsource to your virtual assistant?

Both your customers and business deserve the best. Allocating tasks to your eCommerce virtual assistant opens doors to several opportunities which increases your overall efficiency. Working with a dedicated eCommerce virtual assistant will provide quality work and take your business to greater heights.

Social media management

In today’s innovative world, increasing your social media presence makes a classic difference in your business, especially when it comes to ecommerce / online business. The virtual assistant services can provide excellent solutions to keep your customers engaged and share their views with you. It will help to reach your customers and to improve your business. 

Final Words on eCommerce Virtual Assistants

Now that you know how a remote assistant will be useful to you in improving your business and also in sparing your time for other tasks which require your direct intervention. It’s time to outsource. 

Vserve offers virtual assistant services to hire the right virtual assistants for your eCommerce business. Our ecommerce virtual assistants can assist you in everything from customer service, and product listing to managing inventory and data analytics. 

All our assistants are trained in core areas of expertise and have years of experience working for clients remotely and can help streamline the outsourcing process.

 

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vservesolution December 8, 2020 0 Comments

7 Ways an eCommerce Virtual Assistant Can Boost your Business Performance

Are you on the fence about hiring a virtual assistant?

Many business owners have leaped and confirmed how hiring a virtual assistant has changed their business for the better. 

“Taking the plunge to become an entrepreneur can be daunting. When you start looking at long term benefits instead of short term investments, hiring a new VA would be your next action” – Ryan Lee, Entrepreneur and Best-Selling Author.

As a business owner, your goal spans beyond cost-saving to increase your product sales and business performance. Will an eCommerce virtual assistant help accomplish your most important business goals?

The answer is YES –

Hiring an eCommerce virtual assistant is not just about cutting costs and saving time; and the impact goes far beyond. And here, we have highlighted how an eCommerce virtual assistant can enhance your productivity and boost your business performance.

Ways to Boost your Business Performance with eCommerce Virtual Assistant

Avoiding Stock Outs

Keeping in mind the competitive landscape and your customers’ tolerance, canceling orders due to stock shortage is unacceptable. Top brands like Best Buy, have faced such situations, which negatively impacted way beyond losing sales.

Meanwhile, managing your inventory enables quick and accurate delivery. And it leads to increased loyalty, sales volume, and a better brand image of your eCommerce store.  

An eCommerce virtual assistant who is an order management specialist will be responsible for managing all your orders.

  • They make sure that the right products are delivered to the right customer. In addition, they are delivered safely and on time.
  • eCommerce virtual assistants can keep a tab on your existing stock and update you when you run out of stock.
  • The VA can help compile orders, setting up shipments, and sending your customer invoices to your shipping companies.

In short, a virtual assistant for eCommerce stores can track all the orders and ensure delivery according to the plan. 

Effective Listing and Optimization

Listing your products in an accurate and timely manner can be a significant boost to your sales. The businesses that list on multiple channels earn more than those who limit selling to just one platform. The multi-channel listing gives you a chance to engage with more customers and create better product visibility regularly.

But, onboarding new products in such a fast-paced environment can be overwhelming. Especially if you are launching new product lines frequently, it’s essential to make it instantly available to your customers. That’s when you need more hands at your rescue. 

An eCommerce virtual assistant can handle the time consuming task of uploading product details and assigning prices to your products regularly.

  • They can create compelling and informative product descriptions for every product page. It helps to attract your customer’s attention and give them the valuable information needed to make the purchase decision.
  • An image editing expert can also step in to edit your product images. They deliver images with a visual appeal, and the product feels that meets your customer’s expectations.

Improving Marketing ROI

Digital marketing offers the best of both worlds – REACH and ROI to your eCommerce business. A lifeline to your eStore, it helps skyrocket your business growth.

Infarct, 83% of marketers consider social media marketing is ultimately essential for eCommerce sales.

However, placing ads comes with a considerable cost that drains your investment when done without prior expertise. You can increase your return on investment by hiring an eCommerce virtual assistant specialized in digital marketing.

  • Adept at the latest trends in your niche, eCommerce virtual assistants can support implementing a successful marketing strategy for your business.
  • They can help set up email marketing campaigns to foster new relationships. In addition, they help to strengthen the existing ones.
  • An eCommerce website Virtual assistant can perform SEO and keyword research tasks to bring in traffic to your eStore.

Increase in Customer Satisfaction

It’s no secret that customer loyalty is the key to success for your ecommerce store. 

Stats prove, 86% of buyers are willing to pay more for a great customer experience.

You can step ahead of your competition by providing outstanding customer service that enhances your customer experience. And, you can achieve it only with professional support in hand. 

Hire a customer service VA to answer queries and concerns through multiple channels. In addition, an eCommerce virtual assistant can skillfully handle the customer’s service tasks to –

  • Respond to your customer queries on time.
  • Communicate with customers to resolve disputes, customer complaints.
  • Handle product returns, exchanges, and refunds.
  • Engage with prospective and existing customers and spot opportunities for upselling and cross-selling.

Market Insights for Better Business Decisions

Today’s market belongs to the businesses who know their consumers’ impulse and respond quickly to fulfill their needs. The brands that thrive in a competitive market are the ones that evolve, along with growing consumer needs. Top brands like Apple and Netflix are the best examples to prove how market analysis has built your brand.

So whether you are a small, medium, or an established business, market research is essential to stay ahead of your competitors and stay in the game.

Engaging a seasoned eCommerce virtual assistant for market research will provide you with business insights that help make better business decisions.

  • Your eCommerce virtual assistant can perform – keyword research, product sourcing, target market research, and competitor analysis.
  • A product sourcing specialist will have a strong network of retailers and manufacturers from whom you can buy items in bulk and on sale.

Marketplace Setup and Account Management

Selling across channels leads to better revenue. While it aids the sellers to expand their businesses, it also paves a way towards better reach and brand awareness. Whether you’re looking to set up a marketplace, increase your sales, or boost your page ranking, an eCommerce virtual assistant can help.

  • An eCommerce virtual assistant has sound knowledge in handling major eCommerce marketplaces. Therefore, they can help create your account from scratch and upload individual product page details.
  • Being standalone support or acting as an extension of your existing team, your eCommerce virtual assistant can manage your day-to-day marketplace activities and maximize your business’s potential.

At Vserve, we have trained experts in Amazon, Walmart, eBay, Etsy, and other eCommerce marketplaces. In addition, they understand the trends and tactics to sell rightly on every platform.

Managing Finances

Accounting has always been a significant challenge in retail. Though you’re passionate about managing your books and accounts, it consumes a lot of your time. To compete better in this competitive market, you need to streamline your accounting and bookkeeping process.

So what’s the solution? It’s about finding an alternative from doing it all by yourself. Hiring an eCommerce virtual assistant not only saves you time but also gives you the flexibility to focus on your core business activities. 

  • Specializing in finance, so they can keep you informed on emerging financial policies, compliance policies, and accounting rules.
  • With technology becoming an integral part of your finance and accounting support. An eCommerce virtual assistant skilled in accounting and financing can also guide you on the best application and tools. 

While many other ecommerce tasks that your virtual assistant can perform, as a business owner, you know what your business needs better than anyone. Identify the areas you need help and prioritize the tasks that can be delegated to a virtual assistant. In addition, you have to choose the assistants with different skill sets and the expertise required to complete the job on time. 

Not Sure How to Start?

Worry no more; Vserve offers virtual assistant services to hire the right virtual assistants for your eCommerce business. All you have to do is, brief us on your needs, and we can get you paired with the best skills in the industry no matter how many attempts it takes before you hire them. Adept at your business niche and trained in technology and tools, our expert assistants are set to support your business effectively.

 

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vservesolution December 4, 2020 0 Comments

4 Product Data Management Best Practices to Drive eCommerce Growth in 2020

In today’s retail landscape, the significance of product data management is gaining momentum with the growing complexity of the sales channel and eCommerce platforms. The rapidly increasing volume and variety of product information are demanding smarter product data management services to enhance data quality and reliability for a hyper-connected and frictionless experience across channels.

The Drift towards a Connected Product Experience

The way the modern-day shoppers search, select, and buy a product is a whole new game.` And, everything from providing deals and offers to faster service and easy-to-use apps has to be just inflow. This is where the golden record of product data is essential to provide a seamless experience that is integrated across the system. 

Top eCommerce players are conducting n-number of experiments to enrich product experience with an effective product data management solution to improve conversion. 

Product Data Management is no more a Chance but a Necessity.

The current pandemic situation has forced businesses big and small to drive digital efficiency by integrating offline and online trading systems. While that’s never a possibility for small businesses and startups, an eCommerce product data management system can make it happen.

According to Ventana Benchmark research, three in five organizations (61%) cited improving the customer experience as a benefit they realized from their investment into product information management

With a well-developed product data management system, your business can source, optimize, and enrich product data to deliver a unified shopping experience. And, it creates a single source of product information including suppliers, dropshippers, and manufacturer’s data.

Now that you’re convinced that PDM is no more a chance, but a necessity. Let’s take a step further to identify the best practices while developing and implementing a product data management solution.

Product Data Management Best Practices

Understand your eCommerce Product Data Management Goals and Define the Scope

The first best thing to do is to thoroughly analyze your current product data and define the scope of the solution. This is important for a seamless and proactive product data management experience. In addition, it also helps set your expectations right and measure the effectiveness of managing your product data.

 In a nutshell, defining your business goal will pave the way for your product data management success. 

Here are some examples of goals to define before stepping into finding the solution –

  • Enhance the customer experience
  • Increase the productivity of marketing strategies
  • Expansion into new channels
  • Improvement of team collaboration
  • Speed up time-to-market
  • Scaling business into new geographies
  • Onboard vendor data
  • Delivery of better quality product data

The next step that follows is to determine the scope of the project and define the process. Should you model your entire catalog and start managing your products from the beginning? Or should you take a “land and expand” approach?

 By starting small, you can test and implement the process for crucial products, and expand it on subsequent phases. While this approach could work well for larger enterprises, a comprehensive approach could be the right choice for smaller businesses, owing to the cost issues.

Invest in Categorizing your Products:

Product categorization helps customers intuitively find the product of their choice on your eCommerce site.

A Forrester research report found that a poorly architectured retailing site sells 50% less than better-organized sites, where searches failed 47% of users gave up after just one search. 

If not with a clear product organization, you may lose customers who can’t be bothered to search for the product beyond the first few attempts. But if you get it right, your conversion rate can soar high. That said –

Be sure to categorize from the customer’s perspective.

Analyze how your customers look for the information and how they want to browse through your website. For example, if they want to search for product information based on “material” don’t limit your attributes to the size and color only.

Use appropriate names and consider search synonyms.

Consider the audience when you name your categories. For instance, If you run a B2B site with a very specific audience, it is essential to use the terms that members of the industry would understand.

Ensure all the product tags and measurements are consistent

Use the word “Large” to represent the product size across all the products and do not switch between using “Large” and “L” and use either inches or centimeters in your product specification and not both.

And, understand that B2B is different from B2C.

Though clear navigation and strong organization are the universal benefits, the audience between B2B and B2C eCommerce differ, and so does their requirement. The seemingly smaller and more focused catalog that works for B2C may not work for a B2B audience. The B2B customer will be more interested in in-depth technical details and are not necessarily overwhelmed by deep categories, and industry-specific terms. 

Focus on Data Quality and Accuracy

High-quality and accurate product data sets the tone right for growth within every structure of your eCommerce business. Certainly, it makes sure that your product ranks high on Google, and your customers will consider your offering and make purchase decisions based on it. 

But how to tell your product is of high quality? 

Here are five significant parameters to consider when measuring the quality of your product data. 

Measure the Quality of ProductAnd how to implement it?

Collect Data from Verified Sources

Invest time in verifying the facts, images, videos, and texts attached to each product SKU. Analyze it for inconsistencies, errors, duplicates, and missing information, and add, modify or delete the information accordingly.

Regularly update your product data.

Run regular updates on your data. With every change in any product details, there is always a call for an update across channels. 

Centralize Data and Digital Assets

Avoid duplication of data. Ensure that your product data gets centralized into a single document that will serve as a reference document for users to refer to. 

Include comprehensive information in your product catalog. 

Provide all the details your customers need to assess your products quickly. That is to say, include technical attributes, images, videos, inventory information, units of measurement, and product usage combinations, and this information needs to be straightforward and easy to navigate.

Choose the right eCommerce Product Data Management Solution.

As a business owner or a product data manager, a part of your responsibility is to choose the best product data management solution for your business.

There are several similar software and service providers available in the market. But, identifying the right choice that best suits your business needs can be a challenge. 

There is no “One-size fits all” solution. Some software can be suitable for eCommerce giants that need many people to have access to the same data sets; others will better suit smaller startups with only a handful of people to work with the data. 

So choose based on your business needs.

While several factors go into choosing the right product data management solution, here are some basic requirements that can be highlighted –

  • Facilitate collaboration easily between teams
  • Reduce development errors
  • Fit your budget/usage
  • Improve productivity
  • Help you find the data you need as quickly as possible
  • Maintain your company’s security standards

Here are some examples of commonly used PDM software:

Sales Layer:

A PIM tool that offers PDM functionality. Centralizes all product data, including technical sheets and SKUs, with automated information updates.

Salsify Product Experience Management Platform: 

Delivers a unified product experience platform that brings together content management, publishing, syndication, and analytics.

Siemens PDM

The most commonly used PDM software to get familiar with if you are applying for Data Product Manager roles.

No matter the solution you choose, try to keep a single source of truth to avoid duplicating product data and risk making mistakes. For example, suppose you are already using an ERP or PIM system to manage your product catalog. In that case, you want to avoid replicating the existing data into a separate e-commerce platform. This can be done with ERP-integrated e-commerce.

Planning to Outsource Product Data Management Services?

All’s said and done; eCommerce product data management is not a “ride in the park” kind of task. It is time-intensive and requires a high level of diligence and accuracy. And, even a tiny mistake can cost you your business reputation. Moreover, it also needs expert skills to manage both offline and online product data management processes.

While the entire task is best left to the experts, you can focus on business activities that boost sales and revenue.

About Vserve

As one of the top, full-service, eCommerce support agencies, Vserve offers a comprehensive range of product data management services for both B2C and B2B eCommerce businesses. No matter the product or service you provide, we can help manage and streamline your company’s core asset – your product data to reduce operational costs, increase sales, and improve partnerships.

 

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vservesolution October 14, 2020 0 Comments

Top 10 Valued Skills in Customer Support to Enhance Customer Experience

The current pandemic situation has accelerated the eCommerce growth!

And, despite the global uncertainty, the forecast shows no sign of the tide slowing down. It has gained a significant share in the retail market with the shift in customer preferences towards online shopping. 

Now, combine this with the holiday season, and you are looking at the best and busiest time of the year.

Winning Customer Loyalty in this Holiday Season

Based on a survey this year, the customer pattern’s disruption has led to a shocking shift in customer loyalty. 

Around 40% of the customers switched stores and brands, and they choose to keep this new habit.

That means your customers are now open to new products based on availability, price, and convenience.

Price and availability are the two factors in attracting customers to your business. But, retaining them is about making the experience as convenient as possible. 

Why Improve Customer ExperienceMoreover, Stats proves 56% of customers chose to shop during the last year’s holiday season based on previous years’ experience.

So, it’s the right time to build a positive customer experience that will be remembered for the years to come.

Building the team with Valued Skills in Customer Support to Enhance your Customer Experience

Preparing for the holiday surge needs work and alignment across the organization. But, a good place to start is your customer support service team. It is essential to create a team with people who genuinely care about your customers. Your team must have the needed skills in customer support to enhance customer experience, attract new, and retain your most valuable customers.

To make this process easy, we have listed ten customer support skills that every professional should hone as part of being in a customer support service team. And every eCommerce leader should seek when hiring a new employee for your growing team.

Empathy

Sincere empathy can go a long way when solving customer problems. Even when you can’t provide a solution to their concern, a dose of care and understanding will assure them that they are being valued. 

In fact, 70% of buying experiences are based on how the customers feel they’re being treated. 

An eCommerce customer support expert’s ability to empathize with your customer and craft a message that steers better outcomes can make all the difference.

Adaptability

Did you know, 60% of customers change how they contact your business depending on where they are and what they are doing?

That means your eCommerce customer support team needs strong adaptability skills in customer support to face various situations on different platforms. They should have the ability to think out-of-the-box solutions to your customer concerns.

While we expect every customer interaction to be effortless, solving new and unfamiliar issues can be challenging. That’s why it’s good to hire the right people with the right skills in customer support who can think on their feet. Even better, the one who will create guidelines for everyone to use in the situations moving forward. 

Attentiveness

The ability to listen to your customers and make them feel they matter is essential to practical customer experience. Placing quality over quantity gives your customers the reason they need to stay loyal to your business.

Online Fashion retailer Zappos has taken it to another level with the most extended customer support call lasting upto 11 hours. Beyond the obsession with making sure the customer is perfectly happy, they have reaped the rewards of a lifelong customer.

The eCommerce customer support expert should be mindful and attentive to pick up on customer concerns even without detailed explanations.

Patience

One of the hallmark traits of an eCommerce customer service professional is patience. After all, customers who approach the support team are often confused and frustrated. Handling your customers with patience can go a long way in positive customer experience. And, assure them that they are being listened to. 

It is not just enough to close the customer communication as quickly as possible. Your support rep should remain calm and tolerant while dealing with the situation. They should also keep a level head. All while finding the right solution for the customer concern.

Soft Skills for Customer Service Jobs

Powerful Positive Language

Effective eCommerce customer service means having minor changes in your conversational pattern. It is about using positive language to shed some light on the situation. Your professionals can steer the conversation in the right direction using a positive language.

For instance, if you find a product out-of-stock, instead of saying, “I am sorry we don’t have that in stock. You can convey the message in a positive tone, with words like –

“The product will be available in two weeks. I can place the order for you now, and you will receive it approximately the first week of November.”

Can you notice the difference?

Using positive language, your customer support service professionals can overcome a customer’s problems before they even knew they had one.

Clear Communication

33% of clients say that efficiently answering questions is the skill they would expect from an eCommerce customer support agent.

It is essential to be clear and concise when communicating with your customers. A service rep will have the ability to explain the potential solution to the customer without requiring further clarification. They will avoid jargon and provide immediate alternative explanations if what they conveyed earlier was not clear.

After all, a second interaction to clear up the miscommunication will not only cost you the money but leave the customer unsatisfied and frustrated.

Product Knowledge

The best eCommerce customer service professionals have an in-depth knowledge of how their products and services work. To help customers, your eCommerce customer service representatives should provide accurate and up-to-date information about the product or services.

At Vserve, the eCommerce customer service team is well trained on the client’s core products and service offerings. We make it a critical component of our employee onboarding process. And, train them before giving them the responsibility to handle customer interactions. 

Time Management and Prioritization

83% of online shoppers will abandon the cart and step away to your competitors if they aren’t helped within the first five minutes of purchase.

Quick response time is the top priority. Missing a few minutes might cost your business your customer and their loyalty. And, As much as patience and spending that extra time with your customer’s matters. There is always a limit to the time dedicated to each customer. Your customer support service professional needs to focus on addressing customer needs efficiently within a quick response time.

The best skills are quick to know when they can’t help the customer, so they will get the customer to someone who can help them better.

Tenacity and Resilience

Let’s face it – customer support service is challenging. Your eCommerce customer service representative deals with customer frustrations day in and out. Excellent work ethics and the willingness to do what needs to be done is the critical skill to provide the service your customer talks about. 

At times, your customer might need the time to get through the basics of the issue. That’s when your team needs the determination not to stop until the problem is solved.

Going the Extra Mile!

58% of customers are willing to spend more on companies that provide excellent eCommerce customer service. 

In today’s competitive environment, customers are pursued aggressively, and your business should not take customer loyalty for granted. Instead, your team should go above and beyond to make your customers happy.

For instance, when the call needs to be transferred, giving your customers another number might frustrate them. Instead, by adding music to listen to, you can do a warm call transfer. Another great example of going the extra mile is thanking your customer for their patience. 

Finding it a Challenge to Manage your eCommerce Customer Support Team?

It doesn’t matter how great your products are, if your customer support service is poor, people will complain about it, and you’ll lose your customers.

Though it is not impossible to turn things for the better, it needs commitment and meaningful changes across the organization. A part of it involves creating a rockstar eCommerce customer support team. 

Poor Customer Service Loses Out

Managing in-house employees can be a rewarding process. However, it takes tremendous time and effort to build a strong team. Though it doesn’t directly affect your core business, it is best to shift the responsibility to reliable hands. 

Get Expert Support!

By outsourcing eCommerce customer support, you still have control over the team you hire.  But you don’t have to take care of the problems involved in hiring and training employees.

And, Outsourcing your need to a reliable eCommerce customer support company like Vserve, you can rest assured your shoppers get the assistance they need when they need it. Working to encourage customer loyalty with friendly and 24/7 coverage, our team can help turn your prospects into satisfied repeat buyers!

 

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vservesolution October 10, 2020 0 Comments

Why Do Most eCommerce Businesses Outsource Product Description Writing?

Around 80% of people take a minute to read the product description before adding the product to their cart

It’s no secret that an SEO-friendly product description is the need of the day to drive more prospects to your eCommerce site. But, beyond its SEO benefits, a compelling product description has an undeniable impact on every eCommerce sale. And, here we can prove you why –

If the product content is a crucial part of your eCommerce growth, why outsource product description writing services? Why not write all by yourself? Here’s why –

Keeping your motivation sky high is the secret to success in this business world. But, imagine spending every waking hour writing product descriptions for thousands of products in your catalog instead of focusing on the bigger picture. You might get burned out, and would easily miss every critical element of your business growth.

Hopefully, once you start outsourcing your content, it will be a lot easier for you to refocus your time and energy on business activities that matter the most. And, keep up with enthusiasm about your brand and continue to grow your business.  

Outsourcing product description writing services is not only about saving time and money; the impact is far beyond! And, here let’s look further –

10 Core Benefits of Outsourcing Product Description Writing Service 

1. Reduce Overhead Costs:

Are you thinking about staffing in-house for an eCommerce product description writing team? Consider the cost involved. It’s not merely a matter of hiring qualified team members. It includes the budget for the entire team, extra office space, and the tools needed. Instead, it’s best to hire an offshore content team that has everything needed to provide the best of the service at a reasonable cost.

2. Professional Support:

Still, want to give product description writing a go yourself? Check out our tips here. 

But for the best and quick results call in the professionals. Writing product descriptions requires a unique skill set that comes with experience. 

Only a professional product description writer can tap into the nuances of your product specifications and convert feature lists into impactful benefits that reflect the value behind customer purchases. 

3. High-Quality Content:

With an outsourced team comes experienced editors and writers who will help ensure the quality of the content is at its best. Every single product description gets a detail-oriented review before it goes live. Here we help you maintain a consistent tone, accurate grammar, and quality that effectively communicates your message to the right audience.

4. Better Quality with no Learning Curve:

If you’re not familiar with creating compelling product descriptions, or adding SEO features and optimizing product images. You’ll need to invest your valuable time and resources in training. Or you could just hire an expert team who know how to do all that for you.

5. Quick and Easy Ramp Up:

You may hire a large team of in-house product description writers just days before Black Friday to churn out content for the growing product demand. But do you need the same team at times when business slows down? Maybe not –

By outsourcing, you’ll find it easy to adapt to the difference in workload with ultimate flexibility. And, you can get access to the additional seasonal expertise as and when needed.

6. Unique Product Descriptions:

It might be tempting to save time and money with a copy from manufacturer spec or just fill the page with a feature-laden description. Such content can neither attract new customers nor rank high on Google. 

Meanwhile, an expert product description writer can provide a unique description for every product page with original content, customized for your audience. Each product copy will be carefully analyzed and crafted with meaningful phrases that will inform buyers to make better buying decisions.

7. Better Google Ranking:

Striking a balance between SEO-friendly and quality content can be tricky. Only the right combination of keywords can rank your page for the relevant search queries. A professional copywriting team can hit this balance perfectly. 

Product description writers and SEO experts can work together to find the trending keywords. And, create SEO-friendly content that Google loves and ranks high on SERPs.

8. A Fresh Perspective:

Another valuable benefit of the outsourcing product description writing service is the fresh perspective offered by the team that isn’t in-house. Even if you’re living and breathing your product line, the chances are you’re too close to it to see it objectively. 

An outsider’s perspective can give a new approach, sometimes exactly the customer’s approach to your product that can strengthen your content for better results.

9. Reaching the right audience:

Do you want the content tone to evoke a sense of luxury and quality? Or can it be friendly, with fun and humor? A professional copywriter will always make it their business to know who they are writing for, and tweak the content with the right set of audience in mind.

Here at Vserve, we know the strategy to write descriptions that speak to your ideal buyers in a tone that reflects your brand and the value proposition.

10. Sell Customers your Product Story: (Not just the specs)

The customer doesn’t care about a boring product specification. They want to know how a product will solve their problem or change their life. They would like to know what it feels like, sounds like, or smell like or even tastes like when using your product. Unless they experience it somehow, they are not going to click on the buy button. 

A seasoned product description writer will know to go beyond product specifications. Convey your product story to inform the customer about aspects of your product, giving them the reasons to purchase. 

Outsourcing eCommerce Product Description – The Right Way

Stepping forward into the unknown world of outsourcing and delegating the most crucial task of product description writing service can sometimes be tough –

At Vserve, with our experience in working with hundreds of eCommerce clients in creating product descriptions and brand content. Here our team has compiled a few crucial tips to outsource eCommerce product descriptions the right way. The list for you –

  • Communication is the key to an excellent outsourcing experience. Depending on the type of copy you’re ordering, it’s best to provide a content requirement brief that includes a content outline, a reference piece, and a style guide.
  • Hire Niche-specific Writers. When you own a high-level niche company look for product description writers with niche-specific expertise in your industry.
  • Source a short-run batch to the outsourcing team before handing over the bulk project to test the outsourcing team of their capabilities and coordination.
  • Always assign work in batches to ensure easy tracking and a quick review.
  • Collaborate with offshore editors to create a functional partnership. When you have an in-house team of editors to review the outsourced content, work with the offshore editing team in collaboration to create an effective partnership.
  • Encourage the team to utilize their freedom and tap into their creativity. You can be specific with your requirements but don’t constrict the writer’s thoughts.
  • Reevaluate your brief and template during the review to make sure the requirement details provided are sufficient for delivering quality content that hit the mark.

Though it’s not so easy, outsourcing eCommerce product description writing service is a rewarding process and can bring in benefits in the long-run.

Final Thoughts

Are you looking for the right team to help you craft your product content? Talk to us and learn more about how we can help you to create unique and user-friendly product descriptions that convert your prospects into active buyers.

 

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vservesolution August 19, 2020 0 Comments

How to Choose the Right eCommerce Platform for B2B in 2020?

The COVID-19 pandemic has indeed been a dampener for all the brick-and-mortar stores worldwide, most of which are temporarily closed today. However, it is boom time for ecommerce businesses, which are doing well. That’s probably an important reason why all these businesses are focusing more on eCommerce store development activities to further increase their revenues.

The Global Scenario

With survey reports from Statista indicating global ecommerce sales set to clock $5 trillion by the end of 2021, expecting the industry to achieve an annual growth rate of 8.1% by 2024. As per industry forecasts, expecting B2B ecommerce to grow much faster and bigger than the B2C sector. It is no wonder then that the focus is more on eCommerce or online store development, even for brick-and-mortar stores.

Making the right Choice

As a business-savvy entrepreneur, you need to make the right choice by going for the ecommerce platform that suits your needs best. Also, you need to be sure of the eCommerce support services being offered, without which it is difficult to run an online business successfully. This blog will help you get gainful insights into the B2B ecommerce platforms that will help increase revenues. 

Opting for the best eCommerce platform for B2B

When it comes to the customer shopping experience, B2B is similar to B2C as far as buyer demands are concerned. Most of them are well-informed as they do their homework by doing intense online research and check out the mobile touchpoints, be it a Smartphone or tablet, in their quest for the detailed content about the product or service they are looking for.  While buyers are on the lookout for the lowest prices, the more important concern is for a great online experience, which can be provided only by a professionally managed eCommerce service provider. 

Here are some pointers that will help you choose the best B2B platform:

Ready-to-use easy Solutions

Would you like to play it safe while building your website using available template options? Then you need to seriously consider OroCommerce, which is perfect as a B2B eCommerce platform. It makes your eCommerce store development efforts a cake-walk as it is highly configurable and with the package of almost all the essential features that are vital for a B2B eCommerce business. Apart from advanced SEO and key marketing support, OroCommerce features built-in CRM, which will all combine to drive more traffic and increase revenues. It will be a smart move on your part if you leave everything to a full-service eCommerce agency that understands your needs and acts as the perfect eCommerce solutions provider you have been looking for.

Security and Scalability

Security is one of the important points to take into account for any eCommerce store development-related activity. Customers are finicky while making card payments; hence PCI security is one area that an eCommerce business can never compromise upon. A popular choice for B2B online store development is nopCommerce, which uses Microsoft Technologies’ Windows OS. This B2B eCommerce platform offers the best security and is ideal when it comes to scaling your business.

Personalized Customer Experience

One of the best features of a B2B eCommerce platform is undoubtedly B2B catalog management. Magento2 is a popular B2B eCommerce platform that is a hassle-free shopping cart solution suiting businesses of all sizes.  You need to choose an efficient eCommerce catalog management services provider to help customize your product lists. It’s a smart move on your part to opt for an eCommerce service provider company. They can offer a more personalized customer experience, rather than the general offering of a rigid template-based design. It is important to be customer-specific and fulfill specific customer requirements. It is only a professionally managed eCommerce store development solutions provider that can help you offer your customers such as personalized customer experience.

Open-Source

An open-source B2B eCommerce platform like Pimcore is an ideal choice for your eCommerce store development as it lets you combine CMS, PIM, and DAM along with other eCommerce functions. It lets you experiment with your creativity by giving you a free hand while designing and configuring your B2B eCommerce website. Being an open-source platform it is easy to adapt Pimcore to all your eCommerce needs. Also, it functions as a wholesome solution for your online business. 

Pimcore is good for businesses that have a plethora of products that need to be managed efficiently. No wonder then that big enterprises like IKEA, Intersport, and auto giant Audi have opted for it. Pimcore offers an easy-to-use solution that features a range of functionalities. Moreover, Pimcore is suitable for most types of web applications, whether large or small. Management of assets is ridiculously easy, making Pimcore a popular choice for your online store development

To sum it all up

As an online business owner, you need to keep in mind that B2B eCommerce store development is a long-drawn-out process. It involves time, patience, detailed research, and money. Today’s customers are fickle-minded and expect more from you. If you want to attract customers and retain them you need to offer advanced features along with great customer experience. It takes a professionally managed eCommerce service provider company to provide you the best solutions. The key lies in selecting a professional eCommerce store development services provider like Vserve that can understand your specific requirements and build customized solutions.

 

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vservesolution July 24, 2020 0 Comments

Why Your eCommerce Business Needs Multi-Platform Customer Support?

Think of the time when you were stuck in an impersonal, robotic queue of customer support, ending with an agent who can’t answer any of your questions? Or the time you were endlessly searching for the business contact details never to find it anywhere on their website?

The chances are either you vowed never to shop with the brand again, or you composed a bad review putting down the brand across social media. Those are the perils of poor to no customer support for a business.

The Importance of Customer Support Service in eCommerce

We can’t emphasize enough on the value of customer support service to your eCommerce business. It is the difference between a satisfied customer who wants to spend more on your website; or a customer who riles up to rip your reputation to shreds. 

Ultimately, the quality of the support service you provide can make or break your brand reputation. In addition, it has the potential to affect your business bottom line. 

Moreover, acquiring a new customer can cost five times more than retaining an existing customer

When reducing costs remains your top priority – the good news is that stellar customer service can increase customer retention while reducing acquisition costs. 

And 77% of customers recommend your eCommerce site to their friend after a positive customer service experience.

What’s more? In a snowball effect, customers who have been referred are more likely to in-turn, refer others. 

Every good customer interaction is an asset to your business. In addition, it can bring new customers to your site and set you apart in today’s increasingly saturated eCommerce market.

The Importance of Multi-Platform Customer Support for Modern Business

Here is a question for you –

Are you reading this article on a desktop? Your phone or laptop? and did you find it via Google search? Twitter, or Facebook?

The fact that there are many answers to the question highlights the need to communicate with audiences across various channels. 

At its core, multi-platform customer support service means providing customers the choice to route the issues and contact support teams through various channels that include – live chat, emails, call support, and, self-help options.

For instance, if a customer initiates a live chat query. Still, there is a good chance that the question needs an in-depth conversation via phone, and documents to be sent over the email. This is a typical example of customer communication in this modern business era

It is no longer enough to be readily available on one or two channels and provides support during limited business hours. The customer expectation is for 24/7 low-effort support on their channel of choice.

The Need for Multi-Platform Customer Support in Online Retail Business

Engaging in eCommerce customer support is different from traditional retail business or any business for that matter. 

Unlike physical stores, there is no such thing as “business hours” in eCommerce. Also, there are no in-person support assistants to help customers on every aisle.

Your customers would expect you to guide them online through their purchase at any time of the day, in a language they prefer and still expect you to be sensitive to their unique needs when you interact with them.

This creates a need to adopt multi-platform customer support and provide the best customer support services on the customer’s preferred platform. 

Here we dive deeper into the reasons why multi-platform customer support is essential for your eCommerce business –

Self-Service Options –

90% of consumers expect a business to offer a self-service support portal or an FAQ page to cater to their simple concerns

A self-service customer support option beyond the conventional ways can provide the assistance your customer needs without appointing an operator. It is not only beneficial for your business but also for your customers who want to save time while fixing their issues.

Proactive Social Media Support –

While it may take your marketing team months of effort to build your social media pages. A review from a dissatisfied customer can harm your business reputation. Thus, there is a need to provide proactive social media customer support services via multiple touchpoints to avoid such circumstances.

A Competitive Advantage-

Denying your customer support across various touchpoints and on their preferred channel will frustrate them. Moreover, it will create a need to seek out your competitors likely. Only those who have a multi-platform eCommerce customer support strategy will gain a competitive edge. 

In products and services where it’s hard to differentiate your brand with pricing. So, your customer support service will set the difference from other brands in the market. 

Consistent Customer Support –

Customers can reach out to your business through varied channels, for example, email, web, mobile, social media, live chat, or phone call. It is your part in providing them an organized and connected customer experience throughout their purchase journey. 

Top eCommerce players are embracing Omni-channel eCommerce customer support to maximize their sales.

keeping a consistent tab of customer history and preferences to harness the data from every interaction help build meaningful customer relationships in the future. 

The Need of the Hour –

The pandemic is rewriting the rules of the retail business. Therefore, the current situation has accelerated the need for digitalization at all levels. 

Drastically altered customer buying preference probes a seamless movement of customer communication offline to online, compelling eStores to open multiple channels to support customers effectively.

Let’s talk about the Challenge –

With ever-growing customer demands, providing combined multi-platform customer support service is still a massive challenge for many small and medium businesses. Managing specific teams for each platform is expensive. 

The silo-based customer support is difficult to integrate for a seamless experience on every level. Moreover, It isn’t easy to collect and unify customer data from various channels into centralized storage for easy retrieval.

Multi Channel Customer support Challenges

Challenges faced by Businesses in providing Multi-Platform Customer Support

If your business is facing any of these challenges in delivering multi-platform eCommerce customer services, Look no more. 

Vserve eBusiness Solution is a full-service eCommerce agency and an eCommerce customer support company with decades of experience in providing top-quality 24/7 customer support service to global customers. With a combination of human expertise and the latest AI-driven technology, we help provide a seamless multi-platform customer experience across every online platform you have your presence. 

 

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vservesolution July 17, 2020 0 Comments

10 Proven Benefits of Outsourcing Product Data Management Services

Are you caught in the web deciding whether outsourcing product data management is the choice for your business? And how to find the right outsourcing partner?

Assuming, as you click on this blog, you’re already aware of the power of product data in maximizing your online sales and your need to streamline and organize it for better benefits. Here, we have made efforts to throw some light on how best you can achieve your desired data management results by outsourcing it rather than investing in-house.

To begin, it’s tough –

The process involved in eCommerce product data management is time-intensive and requires a high level of diligence and accuracy. And, a small mistake can cost you your business reputation. It also needs expert skills and technical knowledge in both offline and online product data management support.

While everything from data entry, catalog management to inventory management and logistics, is best when left to the experts. You can focus on more than essential tasks such as marketing, promotion, and business expansion.

Why is Data Management Outsourcing popular among top eCommerce players?

A majority of eCommerce businesses now find outsourcing an economical and trustworthy way to manage their product data. They outsource their product data management services to a reliable partner with expertise and experience in their domain. This decision has proven to be rewarding in the long run for many. And, Let’s see why –

Cutting Cost and Saving BIG –

Product data management is relatively cost-effective when compared to doing it in-house. You cut down big on labor cost and infrastructure, when your specialized partner, well-equipped in resources and technology, will serve you best at a reasonable price.

Expert Professional Support –

Need access to the expert eCommerce specialist best in the industry? 

Your outsourcing partner can guarantee that you get a high-quality output that would otherwise be subpar when in-house due to the lack of training and expertise. While training your in-house resources on specific data management tasks can be expensive. Your reliable outsourcing partner will be a specialist and will best serve you at a reasonable cost. 

100% Data Accuracy –

Around 40% of customers return their product because of the unmatched product description, and 87% are unlikely to purchase again from the retailer with inaccurate data.

The product data is the only source of information your customer can rely-on. Therefore the accuracy needs to be perfected to more than 97%. Easier said than done, trying to accomplish this in-house needs additional resources for data verification and quality assurance, which might cost you more than expected. Outsourcing ecommerce product data management to an expert can assure the utmost accuracy and highest data quality at considerable cost.

Enhanced Data Security –

As the world of online sales continues to expand, so does cyber threats and data theft challenges to your business. A competent data management service provider will have stringent protocols and detailed NDA to safeguard confidential product information. An ISO 27001:2013 certification for ISMS on their profile can give you the confidence that they have taken the necessary precautions to prevent a data breach and have a plan set in place if any security risk does occur.

Consistent Data Update –

Frequently updating a product catalog is a resource-intensive process that every business cannot afford. While you are set to focus on expanding your product range and business operations, an accomplished outsourcing partner can provide a comprehensive product data management solution that involves constant and on-going upload of product data.

Simplified Catalog Management –

Catalog management is one aspect that helps retailers stay ahead of the competition and stay in the race. However, it is a strategic process that involves organizing, standardizing, and publishing product information. And with a range of products, you might also need unique product descriptions and proper categorization. By outsourcing ecommerce product data management tasks, you will be able to focus on your core business needs. They have a talented team of experts in building, maintaining, and updating your databases regularly. 

Well-Presented Product Information –

Presenting the product content without any ambiguity is as crucial as presenting itself. A competent team of product data management experts will include copywriters, image editors, and data mining experts who will tap into your product industry’s nuances. Create informative and attractive product descriptions, videos, product images, and digital content that attract your buyers and compel them to make a purchase – Which is quite a task when done in-house.

Result-Driven SEO Strategies –

Yes, ecommerce SEO still matters, and we could argue that they are more efficient in driving customers to your website than traditional and paid marketing efforts. 

Stats prove that around 40% of ecommerce traffic comes from search results, and 80% of prospects choose organic search results compared to paid ones.

Most product data management teams will be equipped with SEO experts. They can help with extensive keyword research for your product content and on-page optimization for your product pages. Thus driving your products to stay on top of your search results and stay ahead of your competitors.

Quick Access to Information –

An efficient management company will help you to manage the data with ease. By outsourcing your product data management services to a reliable partner, you can rest assured that your data is digitized, processed, and stored for easy access and retrieval. Regardless of how old the information and value is, it is quick and simple to find them for further use. 

Scalable Solutions –

Deploying in-house resources can sound to be the right choice for immediate results, but it might prove to be wrong in the long run. 

During a sudden surge in demand for your product or increase or decrease in product volume, neither adding on resources or overloading all the responsibility to one available support may be a feasible choice. With the best product data management service, you can benefit from hiring or relieving a high-quality resource on-demand basis. You can able to make it without any full-time commitment.

Are you ready to Outsource Product Data Management?

We have done our part in proving how outsourcing ecommerce product data management is beneficial. By outsourcing, you can yield tremendous results in the long run. It is time to find the right outsourcing partner to help achieve your data management quality and accuracy goals. – here is our resource on helping you find the right data management outsourcing partner – The blog explains in-depth how to find an outsourcing partner who ensures collaboration, technical support and customer care, and beyond that a better return on investment.  

Still skeptical about why you need to outsource product data management? Here we are to help you further. Our team of industry experts in eCommerce Outsourcing Services can connect with you to also understand your business model and provide the needed support.

Also, feel free to include your ideas and queries about this blog in the comment section.

 

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vservesolution July 10, 2020 0 Comments

4 Costly Outsourcing Mistakes and How to Avoid Them

Would it be better to go with eCommerce outsourcing or keeping it all in-house? The moment of truth faces most businesses in this fast-changing digital world.

Maintaining an eCommerce platform requires constant updates and seamless support to meet the needs of your growing business. Many companies realize that the complex eCommerce operation distracts them from focusing their core business when the order volume and customer demand increases.

That’s the reason, many successful entrepreneurs prefer to outsource their eCommerce functions to a full-service eCommerce agency. Also, outsourcing eCommerce tasks has its own risks and surprises if you’re trying it out for the first time. Let’s have a deeper look at the most common outsourcing mistakes and the way to avoid them.

Typical Example of Outsourcing Gone Wrong

Picture it: You’ve called customer support for a product you purchased, and you get stuck in a robotic, impersonal queue. You keep selecting from the provided menus, only to be put on hold. A monotone, computerized voice repeatedly tells you that you are the next caller…for the next 20 minutes.

And when you do get to speak to a representative, they can’t answer your questions. The game of “transfer the caller” begins. You finally get so frustrated that you hang up.

This scenario is an example of what can happen in an offshored call center where some things have gone wrong. When outsourcing or offshoring isn’t done thoughtfully and well, customers are the ones who feel the pain first. And then they either choose another company to do business with or leave terrible, scathing reviews online.

Don’t let this happen to you and your business. Read on to find out how to outsource eCommerce support services successfully.

Four Common eCommerce Outsourcing Mistakes & How to Avoid Them

eCommerce outsourcing services have not been the same in this modern post-pandemic world. The increase in technology and customer demand has changed the scenario that every entrepreneur and eCommerce owners should have a look at. Time and again, the same four mistakes are being made in offshoring scenarios, so let’s discuss what those are and how you can avoid them.

Mistake #1 – Treating Outsourced Employees Differently

The most common mistake—and maybe the easiest one to avoid—begins with you. Make sure you are treating any contractors as valuable team members. If you don’t, morale and buy-in will suffer and negatively impact your bottom line.

Communication and collaboration are vital to your eCommerce outsourcing services partner, just as they are to your home team. Make sure this is happening regularly and that it’s being done well.

Here’s how:

  • Regularly connect with them (using technology from Module 5 as needed)
  • Communicate clearly and often (goals, expectations, checking in, etc.)
  • Help them understand where they fit into the big picture at your company
  • Rely on your outsourcing champion to bridge any gaps between the teams

Your outsourced eCommerce support service providers are real people with real feelings, and they are just as vital as everyone on your home team. They are supporting your bottom line and helping to make your business happen. Make sure you are treating them accordingly, and you’ll get great results.

Mistake #2 – Not Providing the Resources They Need to Thrive

You know how this works. If your staff doesn’t have the resources and tools they need, they can’t do their job as effectively. They’re less productive and have lower morale. They don’t feel supported. They may even feel as if they aren’t valued and go to work somewhere else.

It’s no different for your outsourced team members. To avoid increased turnover rates that can occur when your team doesn’t have the right resources, consider the following to be minimum requirements.

Make sure all team members have access to:

  • Clean, working restrooms
  • Modern equipment (computer, printer, phone)
  • Ergonomic workstations (desk, chair, monitor setup)
  • Stable internet and phone connections
  • All the appropriate software they need to do their job
  • A comfortable climate with minimal distractions (air conditioning/heat, privacy)
  • A place to take breaks away from their desk

Also consider if they will need access to extras like transportation, onsite food, and parking. If you consistently provide a quality work environment, your company will be an employer of choice, and you will enjoy more productive, satisfied employees and contractors. Not providing them with resources is considered the most important mistake to avoid meeting your eCommerce outsourcing success.

Mistake #3 – Not Properly Investing in Your Outsourced Contractors

Along with the above minimum resources, all your employees need your time and attention to thrive. Also, need to know in detail the term “what is outsourcing” and nee to understand that it is an investment that can bring BIG returns, but it does require upfront and ongoing effort.

From the very start, make sure you:

  • Research and engage a great outsourcing/offshoring partner.
  • Dedicate that local champion to represent your outsourced team
  • Create systems and processes to support outsourcing.
  • Hire the right team members for the right roles/projects
  • Really focus on onboarding them well, and also help them get to know your company and their roles within it
  • Continue to invest with ongoing:
  • Conversations and check-ins
  • Prompt feedback
  • Timely support as needed
  • Regular training
  • Face-to-face visits

Remember, this is a significant investment to support your business, potentially long term. Fully invest in your people, and they will fully invest in you. 

Mistake #4 – Not Having a Solid Plan B on eCommerce Outsourcing

This is a big one.

While we would like to say – “imagine if anything could go wrong in the future you should come up with a plan B”, unfortunately, the future is here and happening. The current pandemic situation has an unprecedented effect on businesses. And, with employees working from home, there is a greater risk for data security and data loss. No, it’s not too late, every business can still reframe their current outsourcing plan to meet the growing needs of your employees and the economy.

Picture it: Your offshore facility and/or employees are in a region of the world that has some extreme weather conditions. One day, you turn on the weather and hear of a typhoon heading right at your location.

In this location, you have priceless company resources: the great employees you worked hard to find and retain, the facilities and infrastructure, and the data servers housing untold amounts of irreplaceable data to support your operations. Now is not the time to come up with a Plan B…

Even if your outsourced employees are right down the street from your physical location, what happens if their home burns down with company resources inside?

Less dramatically (and more likely), what happens if a computer crashes and data is lost? Or a contractor quits unexpectedly?

Therefore, it’s key to think about these things in advance and have plans in place for disaster recovery and backups.

Some questions to help you draft that solid Plan B:

  • What processes should you put in place now to protect your employees and company resources in the event of a disaster?
  • Why and What should employees do if their technology fails, computer crashes, and also if the internet connection goes down, etc.?
  • What happens if an employee can’t access their typical work location?
  • How will the most probable disasters affect your day-to-day operations?
  • How do you ensure maximum uptime for your customers?

Staying Ahead of the Curve on eCommerce Outsourcing

Learning from the mistakes of others is an efficient way to accelerate your own success. Take note of the mistakes above and how to avoid them, and plan accordingly for your business.

If you are a first-time outsourcer, you just need to be keener to get your business on the right path that you are looking for. Vserve, the full-service eCommerce agency can help you with all sorts of eCommerce support services such as product catalog management, customer support, data management, product content writing, image management, data entry, and much more. Stay in touch with us to learn more about the updated strategies on eCommerce support services. Also, you can write to us on [email protected] for queries and outsourcing needs.

 

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eCommerce Outsourcing Mistakes

vservesolution July 3, 2020 0 Comments


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