Focus Outlook

E-commerce Businesses Can Outsource Customer Service


Over the past decade, E-Commerce has experienced explosive growth, with more and more consumers turning to online shopping as their preferred method of purchasing goods and services. In 2020 alone, E-Commerce sales in the US reached a staggering $794.5 billion, up 32.4% from the previous year. With the rise of mobile devices and the increasing ease of online transactions, this trend is expected to continue.

As a result, there has been a surge in new E-Commerce stores, with many solopreneurs, entrepreneurs, and small business owners looking to capitalize on this trend. In fact, according to the US Census Bureau, the percentage of new E-Commerce businesses has grown by more than 30% in the past decade.

One key challenge for E-Commerce businesses is providing consistent and reliable customer service, which can be difficult to do without the right resources in place. This is where an answering service can be a game-changer. By outsourcing customer service to a professional answering service, businesses can improve their operations, reduce costs, and scale their operations more easily.

Customer service is an integral part of every business. It’s the first contact that your customers have with your company, and it needs to be done right if you want to be successful. Hiring a professional answering service can help ensure that this happens.

An answering service can handle a wide range of customer service tasks, including answering calls, responding to emails, and handling customer inquiries. This frees up time and resources for the business to focus on other areas, such as product development and marketing.

Furthermore, an answering service can be a cost-effective solution for businesses of all sizes. Rather than hiring and training a team of in-house customer service representatives, businesses can simply pay for the services they need, when they need them. This can save businesses a significant amount of money in the long run.

Answering service providers are able to provide consistent and reliable customer service for E- Commerce businesses. By providing 24/7 assistance, businesses can ensure that customers receive an immediate response to most of their questions whenever it is needed.

Consistent and reliable customer service has been shown to improve profits for E-Commerce businesses. In fact, according to a study by American Express, customers are willing to spend 17% more on a company that delivers excellent customer service.

By providing exceptional customer service through an answering service, businesses can increase customer loyalty, drive repeat purchases, and ultimately boost their bottom line.

This can be especially important for companies that sell products online, as many customers may have questions about their order or want to make a return. Furthermore, answering services can answer calls from customers in any language; this is particularly helpful for international businesses that do not have native speakers on staff.

Answering services can also help your business avoid a lot of common mistakes. For example, many new businesses are tempted to hire friends and family members for customer service positions.

While this practice may seem like a good idea at first glance, it can be disastrous for two main reasons: 1) Your friends and family have no experience in customer service and therefore can’t provide the level of professionalism required in this industry 2) They might not always have the best interests of your company in mind and might be tempted to take advantage of their position.

Answering services can help you avoid these problems by providing trained professionals who are dedicated solely to answering your calls.

With these benefits in mind, it’s easy to see why an E-Commerce business would be interested in outsourcing its customer service. By using a professional answering service, businesses can free up time and resources for more important things while still providing excellent customer service.

If you’re looking for a way to improve your customer service, an answering service might be just what you need. Contact us today to learn more about how we can help!

By Heather Parker, CEO & Founder at Hutchbug Solutions


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