The Elusive Difference between Good and Bad Customer Service that You Should Know About

Customer service and support are presently the most important aspects that can make or break not just the e-commerce sector but also other industries. Therefore, maintaining the customer service department in good shape will positively impact the way the business performs, especially organically.

Since the e-commerce sector has a massive customer base, maintaining positive customer support can be tricky. This is where e-commerce customer service outsourcing comes into the picture. However, the way the BPO sector has managed the customer service operations is quite commendable.

However, outsourcing retail call center services does not have a positive impact every time; it depends on the quality of the BPO company. This calls for meticulous research before finalizing on a BPO company. Let’s look at the subtle differences that you can spot between a good and a bad customer service strategy. After all, monitoring the effectiveness of the campaign is important too.

• Personalized Services

If one aspect could make your customer service stand out, it has to be personalization. People love the attention to detail; it makes them feel special. However, as the call center for the e-commerce industry, or the brand itself, you have to go the extra mile to implement this.

It is easier to implement a customized service with the development of technology at your disposal and the great social media growth. For example, personalizing search, capturing search behavior to show relevant products, offering discounts based on past purchases, etc., are some ways how you can offer a tailored service to your customers.

Imagine how good you would feel if you woke up in the morning to an email that offered you a 50% discount on your purchase since you were a very good customer of the brand! 

• Promptness

Who doesn’t like promptness in service offering? But, unfortunately, on-time delivery, quick response to queries, etc., cannot be substituted in customer service.

Delays, cancellations, non-responsive, etc., are the worst kind of spoilers for your customers and potential target audience. Plus, once the customers have a negative impression of your brand, it’s game over for you.

Winning the customers’ trust would take one thing, and one thing only, the efforts you put into offering prompt services and personalizing your offerings.

• Out-of-the-box Solution

There are many minute aspects of customer services you brand, and the BPO company might miss out on. Outsourcing retail call center services to a world-class BPO company is what we would recommend. Such BPO companies can take care of subtle aspects, like showing customer service empathy ensuring that the customers don’t have to repeat things more than once.

Apart from this, saying nice and warming words at appropriate moments, greeting the customer at the start of the call, and being a patient listener, can go a long way into enhancing your customer experience and satisfaction to the very next level.

• Be More Considerate Towards Emotions

Emotions play a huge role in getting customers to choose or reject a particular product or brand. For a moment, your customer may forgive you for a faulty product as long as you treat them well. However, communication with zero emotions can be disastrous for e-commerce customer service operations.

So, if you are outsourcing retail call center services, you will have to ensure that the agents are trained to show empathy and not just product knowledge. You know that resolving customer issues is not the end of the story; you also have to ensure that you do it the way your customers want.

• Go the Extra Mile

You might have heard about the quote time and again that going the extra mile is very important in the service industry. This is the same with the e-commerce sector as well; you have to put in a little extra effort to extract the maximum results.

And often doesn’t take huge efforts to go the extra mile. Slipping in a few empathetic words in the middle of the conversation, exchanging pleasantries, offering a little more reassurance, etc., are some ways how your customers will open up more and also turn loyal. Something like a “is there anything other queries you would like to share?” would be enough.

• Great Products

Last but not least, there is absolutely no substitute for great products shipping from the e-commerce warehouse. Even though you outsource your customer service operation to the best call center for the e-commerce industry, improving the product quality is half the job done.

Your customers will always appreciate your products and recommend your brand further if they love the product quality. Plus, if you have amazing products, you will automatically get the confidence to get your business to a larger scale with better ROI.

• Meeting Metrics Target

E-commerce customer service outsourcing is always based on various performance metrics that build the credibility and performance of the agents and the strategy they follow. Some of the most important customer service call center metrics that you should follow are:

• First, call resolution
• Average wait time
• Customer satisfaction score
• Average handling time
• Customer retention rate

On An Ending Note

Customer service is the most indispensable part of the overall e-commerce industry. And while offering a good service and support experience can be great for your brand, being careless about the quality can have adverse effects.

If you thought that outsourcing retail call center services to a BPO company would do the trick, it’s not the case. Instead, you need to be the best at analyzing the campaign and the strategy behind making the customer service successful

However, there is always room for improvement. All you would need is one calling agent with a lack of empathy to ruin the entire customer satisfaction score. So, keeping a close eye on these subtle performance indications can help you ensure that nothing goes wrong.

And besides, implementing these points into your customer service is always a good practice. So, make the most of this little piece of strategy enhancer and bring glory to your business like never before. To get maximum outcome from your E-Commerce business then always opt for a top-rated BPO company.