E-commerce / retail Industry
Times They Are A-Changin
These days your average retailer places greater importance on the e-commerce business model for a higher percentage of their sales and understands that these sales are likely to outpace the sales of their traditional shop.
As e-commerce grows, traditional retailers will see a reduction in sales productivity, thus placing greater importance, and focus on e-commerce techniques that will assist in managing margins, sales and productivity.
The emergence of e-commerce does not mean that the traditional retail shop has become obsolete. In fact, by utilizing custom outsourced call center services, retailers and e-commerce business models can get closer to their markets and customers and reinforce customer loyalty.
Outsourcing can and will reduce our client’s cost of doing business. Our services include customer service, order taking and processing, help desk, chat and email. We can provide 24/7/365 support and can field a team of agents with English, Spanish, Portuguese, Mandarin and French language capabilities.
As a leader in our industry, we have the people, processes and technology to make a seamless yet forceful impact on any business. We can extend your hours of customer service into the evening, overnight or weekend – handle your call overflow during peak periods, or even provide the outsourced processes necessary to run your entire call center operation
Outsourcing Benefits for Retail and E-commerce
Outsourcing is a much discussed issue in today’s business culture. We tend to believe that it is a cost-effective method in which to handle certain business processes, especially in the retail and e-commerce industries. The benefits outsourcing can provide are plentiful but for the moment let’s focus on four specific areas.
- Multi-Channel Support
Our call center is designed to support every channel of communication that is used by today’s consumer such as phone, e-mail, live chat and a variety of social media platforms.
Because of our ability to handle so many channels, our call center quite literally becomes an extension of your retail or e-commerce business by handling multiple customer queries across every channel your customer uses.
- Felxibility & Scalability
Both the retail and e-commerce industries tend to be seasonal industries with certain seasons, such as Christmas, tend to be extremely busy, while other seasons are much slower. Orders and customer queries are at a peak during these busy seasons requiring additional support to help with the extra workload.
One of the greatest benefits that outsourcing with us offers is the ability to scale up and down with fluctuating seasons.
- Better Overall Customer Experience
We are designed and equipped to handle a variety of customer issues and make the process of customer service considerably more efficient, and this increases the likelihood of a customer receiving a favorable resolution during their contact.
Customers that feel their issues are heard and resolved quickly, tend to feel a greater loyalty between themselves and the retailer. Loyalty translates into future sales.
Customer Service and its Impact on Loyalty
- Studies have shown that a business is 14 times more likely to sell to an existing happy customer than to a new customer
- Customer loyalty is very dependent on customer satisfaction
- Unsatisfactory customer service motivates 62% of global consumers to avoid a brand
Signs that it’s Time to Outsource
If you’re like most businesses there are probably several areas you could use a bit of help. Let’s take a look at a few situations where outsourcing could be helpful.
- Your business is growing rapidly
- You’re ready to expand, but not ready to hire new employees
- A better customer experience is needed
Rapid Growth – This isn’t necessarily a bad problem, but failing to scale can shut down an otherwise thriving business. In order to bring your business to scale it is important to have a plan to implement systems that can turn rapid growth into long term success. Outsourcing time-consuming processes such as customer service makes sense, in both the short and long term
Keep Up with the Times
The retail industry has gone through many changes over the past few years. Along with ensuring challenges for physical retail stores, the challenges now extend to building online customer loyalty as well. Advancements in technology and related purchase behavior of shoppers, retailers and E-commerce companies require all available time to focus on core processes.
The Moment of Truth
As business volume grows so do customer service demands. At this point companies begin to realize that the increased complexity of keeping up with the demands becomes a distraction from their core business responsibilities. At this point the search begins for alternatives that can assist and maintain a vertically integrated e-commerce or retail business.
Here are the benefits of outsourcing with SkyCom – Part Two
- Focus On Your Core
- Invest Less Capital
- Increase Productivity
- Reduced Risk
- Accelerate Innovation
- Stay On Top Of Technology
SkyCom BPO Support Services
- Call Center Outsourcing Services
including Order Validation, Technical Support/Help Desk, Sales and Customer Acquisition, Email Management, Live Chat, Payment and Collections Services, Customer Retention, Welcome Calls, Mobile and Wireless Support, Device Related Troubleshooting, Call Overflow, Cancellation Requests and more
- Back Office Services
including Catalog Management, Data Mining, Data Entry, Data Mining, Form Processing and Management, Customer Database Management, Inventory management and more
- Finance and Accounting Services
including Accounts Payable, Accounts Receivable, Payroll Processing, Customer Billing Processing and more
- eCommerce Support Services
including Order Processing, Product Information Management, Finance and Accounting, Digital Marketing, Digital Photo Editing Services and more
- Digital Marketing Services
including Email Marketing, Content Writing and more
SkyCom Makes Sense
The key to providing a positive retail and e-commerce customer service experience is to make the customer feel valued and engaged. Outsourcing to SkyCom makes sense as it enables you to extend your reach and effectiveness. Every contact that we have with your customers is seen as an opportunity to build a better relationship with those purchasing your products.
Given that online shopping and e-commerce is a multi-billion dollar industry that shows no signs of slowing down, the need for a high level of customer service builds a strong case for outsourcing. SkyCom is a multilingual, near-shore call center with experienced agents that can provide you with the support you need across multiple channels.
We can design a program specifically designed towards your retail or e-commerce needs that will enhance your customer’s experience while allowing you to focus on your core processes. If you are considering outsourcing some of your business you can rest assured that we will take care of your valued customers.
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Get to know us
Gio founded SkyCom and has been the company CEO ever since. He also manages the real estate portfolio and serves as board member for the Carbonell group. Giovanni sees his colleagues as extended family members and promotes family values in his business ventures. He spends his free time in his cabin or playing with one of his 2 dogs.