If historians think about the COVID-19 epidemic in the years to come, they’ll be able to analyze a variety of social phenomena to examine. The effects of long locking downs and lockdowns, on health. The change in workplaces due to the rise of remote working. The role played by social media in the propagation of conspiracy theories, and the delicate balance of public health and economic realities.
There’s also the market which saw a massive growth rate within the span of a second as the majority of the global population was stuck in their homes, namely eCommerce.
Online shopping has increased during the time of the pandemic is an understatement. It was reported by the United Nations shared that the worldwide eCommerce market has exploded by $26.7 trillion in the wake of COVID-19 and with those in emerging economies being among those who have made the biggest change to shopping online. The report outlines this in COVID-19 as well as the E-Commerce report: The Global Review report by UNCTAD and eTrade:
Although this growth is certainly lauded by individual business owners, however, it has also brought new challenges. Cybersecurity needs, the demand for increased bandwidth, and supply chain disruptions are just some of the problems that have popped up in their heads and the immense pressure these demands have placed upon one of the vital elements of every eCommerce business – customer support.
The most successful eCommerce companies have a specific strategy to offer the customer service and support that their customers need regardless of whether they are using live chat, contact centers, or any other channel. A loyal customer base is the core of any business’s success and is more than providing a high-quality product. Companies that invest in customer service are above their competition. in the era of limited resources, it’s never been more crucial to know the method they use to make that investment.
Customers with more customers mean more support, and that means more people to offer it. The cost of hiring these local employees is turning out to be an issue for eCommerce businesses of all sizes this is the reason why more and more are shifting to outsourcing companies that specialize in customer service services. Utilizing a third party to manage inquiries or issues, respond to them, and create positive relationships relieve a significant burden off the shoulders of an individual, particularly for those who are just starting out as eCommerce entrepreneurs on a budget.
Many eCommerce companies put off outsourcing their customer service requirements until they have become difficult. After trying to keep the status quo despite the growing number of orders They find themselves struggling to handle the increasing volume of inquiries as well as follow-ups and requests and soon find themselves facing an ever-growing quantity of unsatisfied clients. Effective managers are aware that an approach that is proactive to outsourcing can bring many benefits such as:
One reason outsourcing to eCommerce is that the industry doesn’t operate according to a single-size-fits-all approach. For customer service, outsourcing companies can help entire teams working under the direction of a Team Manager or determine specific tasks that will aid in meeting the company’s unique requirements. Starting from Helpdesk as well as technical support personnel to Inbound (customer requests feedback, complaints, and inquiries) as well as Outbound Services (contacting customers with promotions, reminders for bills as well as satisfaction surveys) outsourcing eCommerce solution providers play crucial roles in bringing smiles to the faces of customers – and, consequently their faces of business owners.