Customer service plays a pivotal role in today’s e-commerce landscape, where online shopping has become the norm. In fact, 77% of top-performing businesses agree that offering personalized support not only boosts sales but also fosters long-term customer loyalty. For online businesses, providing a top-notch customer experience extends well beyond checkout — the main goal is creating positive interactions every step of the way. This can be quite challenging, however, for smaller businesses with limited staff. Outsourcing e-commerce customer support can be an effective way to deliver high-quality, responsive service without stretching internal resources too thin. 

Why you should outsource e-commerce customer support 

Outsourcing customer support benefits businesses as it enhances the customer experience as a whole — from pre-purchase inquiries to post-purchase assistance. For online shopping especially, where face-to-face interaction is absent, going above and beyond for customers at every touchpoint matters.  

To do this, many successful businesses implement outsourced omni-channel support. This strategy offers multiple, integrated ways for customers to reach out: 

  • Phone support is the most traditional channel and the easiest way for customers to directly get in touch with a representative for more complex or urgent concerns. 
  • Live chat support provides real-time assistance for customers who prefer not to engage directly, but is still an essential channel to address immediate inquiries. 
  • Email support is a preferred method for customers with less urgent cases, and allows them to communicate at their own convenience — while still getting prompt and accurate responses. 
  • Social media and mobile app support allows customers a one-tap, on-the-go option for quick questions and feedback. These days, creating a strong yet approachable social media presence is key to maintaining a positive image for would-be customers! 

Customer service shouldn’t just concern those who have already bought from your store. Making a great impression for those just looking around is also important. Addressing quick queries and simply engaging online are one of the best ways to shape a good brand reputation and create a seamless shopping experience!  

Benefits of outsourcing customer service  

1. Improved customer satisfaction and loyalty  

Outsourcing e-commerce customer support allows you to handle cases using top-notch professional support — with a human touch. This leads to increased customer loyalty, which drives repeat purchases, positive reviews, and long-term satisfaction. 

2. Reduced cart abandonment 

Having a dedicated team for customer service allows you to provide round-the-clock support, so customers can get immediate answers to their questions at any stage while they shop online. A responsive team helps reduce cart abandonment and boosts conversions! This is one of the top benefits of outsourcing customer service.  

3. Increased sales and revenue 

Of course, satisfied customers are willing to spend more for better customer service — 58% of them, in fact! When you offer consistent and reliable support for customers, they’re more likely to complete their purchases and are sure to keep coming back. Outsourcing e-commerce customer support gains you an expert team to handle all types of concerns.  

4. Enhanced brand reputation 

Reliable, high-quality support reflects positively on your brand. Outsourcing e-commerce customer support with a focus on attentiveness and care reinforces trust for both new and returning customers. Remember, referrals and word-of-mouth marketing from customers helps build your brand in the long run!  

5. Acquire customer insights 

Another advantage of outsourcing customer service is allowing you a dedicated team to gather insights about customer needs, pain points, and preferences. This data can be used strategically as you make future improvements to products, services, marketing, and the customer experience overall.  

When should I go for outsourced customer support?  

Timing is essential when deciding to outsource customer service. Outsourcing e-commerce customer support can be especially beneficial if you find yourself in these situations: 

  • Rapid Growth: When your business is experiencing rapid growth or when your marketing events drive high traffic. High traffic means an uptick in demand across all channels. Outsourced customer support allows you to handle this volume efficiently and maintain high levels of customer satisfaction. 
  • Competition: In the growing e-commerce industry, you face countless competitors who improve their services day by day. Outsourcing customer service allows your business a competitive edge by leveraging customer satisfaction alongside your products and services. 
  • New Market Expansion: When expanding to new markets or simply just scaling up, outsourcing customer service can bring better cost-efficiency instead of hiring more in-house staff and the overhead that goes with it.  
  • Seasonal Fluctuations: Peak holiday seasons drive huge surges in e-commerce traffic. With an outsourced e-commerce support team, you can handle seasonal spikes without compromising the quality or availability of customer support.  

In conclusion 

Outsourcing e-commerce customer support can significantly improve the customer experience you offer. By providing timely, responsive, and consistent support, you can elevate your customers’ journey across multiple channels in your e-commerce website.  

For e-commerce businesses looking to boost growth and gain an expert customer service team, partner with a trusted outsourcing provider like FGC+. Learn more about our adaptable, cost-effective e-commerce customer service solutions at www.fgcplus.com.