Customer service in e-commerce is more than just answering questions—it's the key to growing your business. Great customer service can help boost your sales, improve your marketing efforts, and create a positive experience that keeps your shoppers coming back. As online shopping grows, so do customer expectations, making it essential to have a reliable and efficient support system in place.
Studies show that 95% of consumers believe great customer service builds brand loyalty. In fact, 60% of consumers say they’ve chosen one brand over another simply because they expected better service. Among millennials, 21% are even willing to pay more for a top-notch experience. But here’s the catch: while 80% of businesses claim to offer excellent customer service, only 80% of customers actually agree. This disconnect can hurt business owners.
This guide will help you avoid the pitfalls of poor customer support by showing you how to choose the best e-commerce customer service provider.
What Is E-Commerce Customer Service?
E-commerce customer service is all about supporting customers at every stage, from helping them choose products to addressing their concerns. It simplifies the shopping experience and ensures smooth interactions across your platforms.
As e-commerce rapidly evolves, customer service is no longer optional—it’s essential for keeping up with changing demands, achieving business goals, and building a strong reputation.
How Is E-Commerce Customer Service Different From Traditional Support?
Traditional businesses provide customer service to support transactions and inquiries, much like e-commerce. However, e-commerce customer service differs significantly due to its digital nature. Online transactions lack face-to-face interactions between buyers and sellers.
Unlike traditional industries, e-commerce often opts for outsourcing. Companies frequently outsource e-commerce customer service and call center training to manage multiple time zones and ensure prompt customer support. This approach makes e-commerce customer service more reliable and flexible than traditional methods.
What to Look For in an E-Commerce Customer Service Provider
Finding the best customer service provider is key to reaping the full benefits of e-commerce. Top-notch service can boost brand recognition through efficient telemarketing, handle customer concerns swiftly, drive sales, build trust, and strengthen your reputation.
Great e-commerce customer service goes beyond just answering queries—it gathers valuable insights through customer surveys, which help improve products and services.
With many BPO options globally, knowing what sets a great provider apart is essential. Here's what to look for to ensure your business gets the best support.
1. Has Organizations
One of the most important traits an e-commerce customer service provider should possess is the ability to organize. A highly equipped and motivated team becomes inefficient without organization.
Staying organized means tracking transactions and conversations with customers. The e-commerce industry can get very hectic, especially when handling numerous consumers. Strategies such as using a shared inbox can help manage customer requests orderly and effectively.
2. Understands Customer Needs
In e-commerce, there’s no such thing as one size fits all. Customers have varying needs, and it’s up to businesses to make an effort to meet those demands and win them over. A wise way to do this is by understanding them and embracing the approach that fulfills a customer’s constantly shifting expectations and behaviors.
Adjusting to a consumer’s preferred mode of communication is one way of showing customer care. Some consumers prefer to talk over the phone, while others would rather chat through email.
3. Makes Matters More Convenient
A good e-commerce customer service provider should be able to develop websites or mobile applications that consumers can easily navigate through to do simple tasks. Although customers like to have some assistance, others prefer automated self-service. Those that offer the least resistance work the best as these support seamless transactions.
For instance, customers can find their way through easy-to-use mobile apps, from browsing products to choosing and purchasing what they like. It would also help to have a FAQ section to address common queries.
4. Knows How to Personalize Services
There’s nothing better than setting up a personalized approach for your customers. They love feeling heard and getting the extra care that e-commerce customer service can offer. One way to achieve this is by giving expert advice.
Businesses that sell products should consider offering consultations because this can significantly boost conversion and sales. It can also show customers that you value them, establishing trust and loyalty.
5. Offers Live Chat
Another excellent characteristic to look out for in e-commerce customer service is the availability of live chat. Usually, this is where it pays to outsource to other countries. Since e-commerce isn’t limited to one country or time zone, it significantly helps to have this feature ready for queries 24/7.
E-commerce BPO outsourcing services can provide great support in customer care by answering shoppers’ questions on your website through the live chat option. Real-time interaction with an actual person strengthens customers’ desire to buy. Response time will shorten, so sales and conversion rates are more likely to rise.
6. Uses Multichannel Communication
The e-commerce industry is continuously booming, so platforms and channels are expanding. You should be available on as many channels as possible to provide exceptional customer service.
Beside your e-commerce website, your customers can communicate through email, SMS, and social media platforms like Facebook and Instagram.
Engaging customers across multiple channels not only makes shopping easier but also enhances their overall experience. By adopting a multichannel communication strategy, you can serve more customers. This approach also broadens your marketing reach, allowing you to promote your products to a wider audience and increase engagement across various platforms.
7. Supports Customer Reviews
Customer satisfaction should be a top priority for any business. To achieve this, it sometimes takes asking for their feedback. Using survey forms and product reviews can provide valuable insights. While some businesses may hesitate to handle negative comments, it’s important to recognize that all feedback is beneficial because it can help you identify areas for improvement.
E-commerce customer service providers that know how to make the most of customer reviews can boost client satisfaction and help your business grow.
How to Choose the Best E-Commerce Customer Service Provider
Now that you know what to look for in an e-commerce customer service provider, the next step is learning how to choose the best fit for your business.
Find a provider that meets your requirements.
Your business will have specific needs based on what you sell and how you operate, ranging from technical to administrative. For example, a clothing e-commerce business may prioritize web store features, marketing, customer service, and design. The best service provider has relevant experience and expertise, understanding your industry, selling processes, and internal structures.
Choose a company that provides reasonable costs.
Cost is always a key factor. E-commerce solutions come with various pricing structures. Some online retailers charge fixed subscription fees, while others charge separately for hosting, support, connectors, and licenses. While some providers may seem affordable initially, they could be more expensive overall. Be aware of hidden fees and request a clear breakdown of all costs.
Research the e-commerce provider’s track record.
Many service providers aren't legitimate and aim to scam companies for money. To avoid this, take time to investigate your chosen e-commerce customer service provider. Ensuring they have a clean and outstanding record secures your company's future.
Consider if the solutions are compatible with your current tech stack.
Consider how potential solutions integrate your IT setup and technology stack. Avoid system silos that require additional resources, maintenance, and increase the risk of errors, as these can lead to higher costs for fixes or adjustments.
For example, if your e-commerce website and business processes are cloud-based, ensure your customer service provider can integrate seamlessly with your platform. Ask if there will be any integration issues or challenges. These considerations are important.
Check how quickly they can act.
For most businesses, time is of the essence, especially when dealing with customers. Therefore, it's important to evaluate how quickly your chosen e-commerce customer service provider can deliver solutions.
Select a provider you can partner with.
It is important to choose a service provider that aligns well with your company. Beyond experience and skills, the best collaborators share or complement your company's culture, professionalism, and organizational methods. This alignment results in more effective and efficient teamwork.
For e-commerce, finding a customer service provider that matches your company is even more critical, as they represent your brand and interact with consumers.
For example, hiring service providers who are passionate about lifestyle and health is ideal for health-related businesses. These providers will not only be enthusiastic about their work but also embody your company's values.
Weight their support capabilities.
Companies often have additional needs beyond the specific services they're looking to hire, which vary depending on the business. Your chosen service provider should meet your support and servicing requirements to ensure the success of your e-commerce operations.
For customer care, it's important to determine if the provider's availability is limited to a specific region or worldwide. Additionally, ask about their response times for calls and emails and whether they offer customer education or expert advice.
Use a structured request for proposal.
A request for proposal (RFP) is one of the easiest things you can work on to help you choose the best e-commerce customer service provider for your company. Make it detailed by enlisting all requirements, questions, and particulars. Doing so makes it easier to compare your top choices since the information is itemized.
Choose the Best for Your Customers
When choosing the right e-commerce customer service provider for your company, it's crucial to narrow down your options based on characteristics that align with your standards and culture.
While the e-commerce industry offers great potential for success, standing out requires excellent customer service. Outsourcing can expand your talent pool significantly. If you're considering a call center partner in the Philippines, Select VoiceCom offers inbound and outbound call center solutions, customer service outsourcing, and other BPO services. Feel free to contact us for more information or inquiries.