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The Ultimate Guide to Outsource eCommerce Customer Service

Providing excellent eCommerce customer service is crucial for the success of an online business. However, managing overall customer support can be time-consuming and complex, especially as your business grows. To address this challenge, outsourcing eCommerce customer service can be an effective solution.

1. Determine your needs and goals

Before outsourcing customer service for your eCommerce business, you need to determine your needs and goals. Evaluate your current customer service workflow and identify the areas you want to improve. Also, consider the volume and types of eCommerce customer service inquiries you receive and the level of eCommerce customer support required to handle them effectively. Be clear about what you expect from the outsourcing company in terms of performance metrics like Key Performance Indicators (KPIs) and the level of communication you need to maintain with them.

2. Choose the right outsourcing partner

Selecting the right outsourcing partner is critical to the success of outsourcing your eCommerce customer service. Look for a partner that has experience in providing eCommerce customer support services to online businesses. Verify their reputation and performance track record by reading reviews, checking references, and interviewing them. Consider their availability, flexibility, pricing, and service level agreements for eCommerce customer service.

3. Develop a comprehensive customer service plan

To ensure that your outsourced eCommerce customer service team provides consistent, quality support to your customers, you need to develop a comprehensive eCommerce customer service plan. The plan should include your eCommerce customer service policies, procedures, and guidelines. Define the scope of eCommerce customer service, the communication channels, the escalation process, and the metrics for measuring eCommerce customer service performance. Make sure your outsourcing partner understands and follows your eCommerce customer service plan.

4. Set standards for outsourcing partner

Providing your training materials and calibrating your expectations with your outsourcing partner is critical to ensuring that they provide high-quality eCommerce customer service that meets your standards. Provide them with comprehensive product and service training, as well as training on your eCommerce customer service policies, procedures, and guidelines. Also, consider providing cultural and language training to ensure that your outsourcing partner understands your eCommerce customers’ needs and preferences for eCommerce customer service.

5. Monitor and evaluate performance

Monitoring and evaluating your outsourcing partner’s performance is essential to ensure that they meet your eCommerce customer service goals and expectations. Regularly review their performance against the agreed-upon service level agreements and key performance indicators for eCommerce customer service. Provide feedback on their eCommerce customer service performance, identify areas for improvement, and work with them to develop an action plan to address any issues.

Top transportation and ecommerce customer service

Who can you trust?

In conclusion, outsourcing eCommerce customer service can help you manage eCommerce customer inquiries effectively and efficiently, allowing you to focus on growing your online business. By following the above considerations for eCommerce customer service, you can make the most of outsourcing eCommerce customer service and provide excellent eCommerce customer support to your customers.

ECommerce companies of all sizes outsource to offshore contact centers to cut operational costs while getting better performance. As you may already know, hiring locally has become an uphill battle and retaining employees becomes very costly when you’re experiencing high turnover rates and rising minimum wage costs. With Pac Biz, companies enjoy the ease of bringing on 1–30 agents at a time.

Companies in the United States, United Kingdom, Canada, and Australia trust Pac Biz Contact Center Outsourcing with eCommerce call and chat support. As an American-owned contact center with agents located in The Philippines and Bi-Lingual options in Mexico, clients know their calls are handled at the highest standard, with agents provided with a safe and empowering work culture.

It’s important to consider the treatment of the staff of outsourced call centers. The company with lowest rate, likely in Pakistan or India, may equate to dire work conditions or unethical treatment of workers, which reflects in the poor quality. You never have to worry about that with Pac Biz, where amazing company culture is based on family and personal growth. Our agents are family and when you sign up with us, you become family as well. We have many that are celebrating 5+ year anniversaries with the same clients.

Eric Mulvin

Phoenix, Arizona, USA
Founder + CEO of Pac Biz

Let’s Get in Touch

Hi, I’m Eric Mulvin, founder and owner of Pac Biz, and we are happy to solve your company’s pain points in customer support. We have contact center agents ready to serve your needs.

I am free to go over the potential that exists with making your company thrive through improved workflows and better management of support.

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