3 Challenges E-Commerce Companies Can Overcome By Outsourcing Customer Service
The e-commerce industry has seen advancements over the years tapping as much of the purchaser base as possible while adding to the simplicity of shopping on the web. Indian e-commerce business constitute 4–5% of the total retail deals, which is growing at a fair rate of 10–15% consistently.
In any case, the current growth rate of e-Commerce in India lags far behind other nations. There are numerous challenges faced by online vendors where cart abandonment, order return and order fulfillment pose major concerns. Let’s discuss them along with the solutions that help overcome them:
1. Cart Abandonment: 69.23% — that is the average percentage level of online customers who will place something in a cart on a website and leave without purchasing. The reason behind is poor customer service. These issues can be efficiently fixed by outsourcing your customer service to professionals. Improvement in service goes a long way towards improving customer engagement leading to better conversions.
2. Order Return: Order returns have become a regular part of online businesses, a painful procedure and, typically, unavoidable. For e-commerce business, returns have regularly been viewed as an addition in cost.
Returns are the consequence of a retailer conveying an item that doesn’t have the components customers demand. They may even now get it, or they don’t need it, as a result the product will be a return. Some of these issues are not resolvable, but few of them can be sorted out by outsourcing customer service. Trained contact center agents have the capability to handle return requests tactically and avoid the same.
3. Order Fulfillment: Shipping is not just about moving things from the store to the consumers. Right before the checkout process, if the consumers see there is extra shipping charges, they might dropout. As per Econsultancy, 58% of shoppers state that they’d shop more if free shipping was offered. An effective solution to it is to either remove shipping charges completely or keep them to the minimum. This impacts the customers’ mind that they are not paying extra for their order ensuring successful order fulfillment.
Your customers are impatient and competition in the market is high. If you do not get proactive about customer service, it will result in customers turning away more often. Outsourcing customer service is the best way to provide instant customer support in a more effective way, ensuring that the customers remain engaged towards your brand and do not abandon their purchases.
