What Is eCommerce Call Center Outsourcing?

• Trained and hired eCommerce agent
• eCommerce call center outsourcing services for online retail stores to enhance customer experience and build brand loyalty.
• Operational 24/7 availability for answering inquiries, manage orders, upsell and cross-sell products, and resolve issues.

24/7 Accesibility to eCommerce Customer Support

We make sure to bring out the best value out of each customer interaction. We assure this through our cloud-based call center software and multi-channel capability. We also have a strategic schedule shifting of agents that assures our services for customers anywhere. The shifting schedule also guarantees our help through your e-commerce outsourcing with us.

eCommerce Call Center Services We Provide:

• Loyalty programs
• Invoice inquiries
• Balance inquiries
• Order tracking and fulfillment
• Customer care support
• Inbound sales support
• Billing support
• Replacements
• Account management
• Refund Assistance

With our trusted trainers, we may offer more than what we already have. At Magellan Solutions, we make the needed adjustments to meet your 100% satisfaction.

How to further improve your eCommerce customer service

Continuous improvements are being expected from eCommerce customer service outsourcing. Magellan Solutions have the proper training and tools for the continuous growth of your business along with ours. Getting the issue resolved quickly is the most important thing for customer service. Customers expect to have their problems resolved with minimal interactions with agents. This avoids further customer frustration. This may lead to them going for the competitor instead.

Once there is panic or frustration, it would be up to the agent to calm them down. Being able to empathize and build rapport helps in building trust between customers and the service or product they purchase. It is also better if the follow-up is with the same person. The customer could view this as the agent not giving up on the issue until resolved. It also saves time because the customer does not need to explain all over the issue.

The last task for agents with customer issues would be to record and save a copy of the interaction. This is so that follow-ups are easily done. Customer information and their issue are easily tracked by the next agent if not solved within a day.

These are strategies for eCommerce outsourcing that we continuously offer:

Expand into a multichannel strategy.

Offering multichannel, you can provide a consistently high level of customer service. Your goal as an eCommerce business is to take customer service in every platform that a customer has access to online.

• Facebook
• Instagram
• WhatsApp
• Live Chat

Take advantage of the growing possibilities with social media.

When customers can’t connect to you via phone or Live Chat, they will often turn to social media. It also serves as a medium where brand advocates can talk about when you go above and beyond expectations.

Take advantage of the growing possibilities with social media.

When customers can’t connect to you via phone or Live Chat, they will often turn to social media. It also serves as a medium where brand advocates can talk about when you go above and beyond expectations.

Take advantage of live chat benefits.

Live chat increase sales. Customer service representatives can have multiple chats going simultaneously.

Instant messaging allows most customers to get an answer right away rather than wait for 24 hours or more with email. It’s very convenient and less costly as compared to phone support.

Do not have your customers repeat themselves.

Making sure customers don’t have to repeat themselves or wait days for a response is an important aspect. It is very frustrating having to wait on hold or repeat the same information to different representatives.

Keep a high Customer Satisfaction (CSAT) score.

CSAT helps you see if the interaction with the customer was a successful one or not. Customer satisfaction surveys commonly use CSAT to measure the consumers’ satisfaction with the product or service.

Agents would usually question customers “How satisfied were you with your experience today?” and ask for a numerical rating.

Use help desk software.

Customer service tools are crucial in retaining customers and keeping them satisfied. It helps customer service representatives manage customer inquiries better. It can integrate with online platforms and contact forms on your website. Everything is then stored in one central location.

Have your key information accessible online.

One of the most frustrating things is being unable to find information online. Ensure that your eCommerce website has an FAQ section. It must have relevant and basic information. This helps customers in easily reviewing a purchase. It also helps in assuring customers that your product is in good condition.

Employ seasonal staff.

Holidays are the busiest time for the majority of eCommerce industries. More sales equal more returns and more customer support. Consider employing extra staff to cope with the increased workload while still maintaining high levels of customer satisfaction.