How to Grow Your Ecommerce Company By Outsourcing Customer Service

Over the course of the coronavirus pandemic the global ecommerce sector has experienced mind-blowing growth. By some estimates the pandemic sparked a 78% increase in global online sales as physical stores had to shut down amid state-mandated lockdowns and customers opting to stay home and shop online. Ecommerce has now reached an all-time high, and the growth which the sector has seen isn’t expected to slow down any time.

Because of its hyper-competitiveness and the ever-evolutionary nature of technology, ecommerce is an increasingly challenging market to operate. An explosion of online sellers and established brands entering the saturated field has meant that price pressures are higher than ever and that there is minimal room for mistakes. A constant need to improve existing operations permeates the field.

This is where outsourcing providers in Albania, India and the Philippines have stepped in to help ecommerce companies grow. Through outsourced ecommerce customer service and live chat services, BPO providers the world over are helping sustain the explosive growth of ecommerce companies worldwide in an effective and economical fashion.



Why Outsource Ecommerce Functions? 

The extremely competitive and global nature of running an ecommerce business means your business needs to be available at all times to its customers in order to maintain its edge. Outsourced staff can operate at lower operating costs while offering similar services for your company at a fraction of the cost. BPO providers can help you save up to 70% on customer service, live chat and social media maintenance while still providing stellar services to customers and improving your brand’s reputation.

Here we’ll list out a few key ways outsourcing providers are helping ecommerce companies with customer care and customer service.


Contact Center Services

As much as consumers are shifting towards doing everything online, every major ecommerce company needs to maintain customer service through traditional phone support. Some companies are also finding it useful to deploy call centers to help augment existing digital marketing initiatives. A dedicated call center to manage inbound and outbound calls can help ecommerce firms stay focused on their core competencies while providing customer support and marketing at scale.


Live Chat & Customer Support

Consumers are accustomed to receiving service and responses quicker than ever in the digital age. They want to know the answers to their questions yesterday and expect that top brands will provide them with on-demand responses to their questions and inquiries. From order tracking to FAQs to troubleshooting ad-hoc issues, customers have come to expect live chat services from ecommerce companies.

Outsourcing ecommerce live chat with a BPO provider can help your firm provide customers with the attention and care they need. Working with an outsourcing provider in Albania such as Sara Call Center provides your firm with access to a talented pool of staff who can answer customer inquiries 24/7 in multiple languages, helping your firm enjoy a professional image and customer loyalty. 

Ecommerce Fulfillment


Social Media

Users are used to interacting with brands on social media sites such as Facebook, Twitter and Instagram. These intermediaries are now the bread and butter of every major ecommerce firm’s marketing strategy, with almost every online retailer utilizing social media to try to attract customers and address their concerns. 

Managing the deluge of customer service requests and brand maintenance issues on social media pages can be challenging, which is why many firms are turning to BPO vendors for social media maintenance. Using outsourced customer service representatives to redirect customers who might otherwise tarnish your company’s image on its social handles can be a cost-effective and efficient way to maintain your organization’s reputation online and to help keep customers engaged with your brand.


Email Inquiries, Complaints and More

Email is still king when it comes to resolving more complicated technical issues, customer complaints and handling order tracking. Despite the world’s lockstep march towards real-time assistance and minimal wait times for customer support, customer email support has retained its unique edge over other non-voice process channels. E-mail is also the preferred medium of B2B communication as it provides a convenient channel facilitating exact, accurate communication as opposed to live chat.

Employing an outsourced team to manage high email volumes empowers your firm to meet your customer needs at affordable rates. Utilizing a partner domiciled in a country where access to a large pool of college-educated, English-speaking professionals can help your ecommerce firm keep up with customer demands and address customer needs as they arise.


The Benefits of Outsourcing Ecommerce Functions

The costs associated with hiring, screening and training in-house staff to manage all aspects of an ecommerce business can accumulate very quickly. Especially as many ecommerce sites start out slim and agile, focusing on improving product and service quality over offering customer support functions, it’s important for companies to find the right partners to manage non-core business functions.

Ecommerce Payment

Most ecommerce firms get in the game to change how products and services are generated and delivered rather than to deal with tertiary obligations such as customer service and live chat. Outsourcing these time-consuming and labor-intensive aspects of running an e-commerce business can help your company keep its focus on what it does best and find new revenue streams for its core business. Such a setup can be especially beneficial for small companies and entrepreneurs who are employing a core number of in-house engineers and product specialists that lack the upfront ability to invest in customer service representative teams. 


Find out more – Sara Call Center is here to help!

Sara Call Center has been helping firms the world over since our founding in 2012 to set up outsourcing teams and access high-talent staff in Albania. Our remote customer service representatives are highly-skilled and can help take your ecommerce business to the next level – get in touch, today!

How eCommerce Companies Are Outsourcing Today

In today’s competitive business environment digitally-integrated companies find themselves offering consumers all types of services. Ecommerce businesses are no different – online brands need to integrate customer service, tech support, order tracking and more when they develop strategies to scale their business.

When ecommerce businesses grow they may find themselves struggling to manage all these tasks in-house. Prohibitively-high labor costs in the host locale and the time-intensive aspects of training employees often leave ecommerce support departments strained and understaffed. Subsequently many ecommerce companies are turning to BPO providers to meet labor demands and grow their business sustainably and reliably.

Ecommerce Payment

Many of the roles ecommerce firms manage in-house can be smoothly transitioned to an outsourced team. Customer service, live chat, inbound and outbound calls, social media maintenance, responding to email inquiries, market research and data entry are all tasks that an offshore team can handle for you. 

Outsourcing provides ecommerce businesses with highly-trained staff that don’t require time-consuming management and training. These employees can oftentimes be onboarded over the course of a week. 

The benefits of ecommerce outsourcing are numerous; below, we’ll list out some of the ways ecommerce businesses are already benefiting from partnering with BPO companies for customer service, data entry, market research and more.

What are the Benefits of Ecommerce Outsourcing?

Staff Retention

One of the most important factors ecommerce businesses should take into account when partnering with a BPO is retention. High churn is a headache for business owners and means more time spent on hiring and training new staff. By partnering with an outsourcing company with a record of high retention rates your firm can benefit from continuous investment in the staff that will be handling short and long-term BPO services. This helps your business scale and to focus on the core business instead of screening and hiring new staff.

Increased Sales

Every company needs to prop up its bottom line, and ecommerce firms are no exception. But many firms find that deploying a dedicated local sales team can be expensive and time-consuming. Utilizing a BPO center’s dedicated sales teams can help your business scale faster and quicker with data-driven sales techniques and expertise.

The knowledge and headcount of a BPO partner gives your business the tools it needs to thrive in today’s competitive market. Outsourcing these vital business functions to a call center or outsourcing company allows your firm to maintain steady growth at affordable costs, without the headache associated with increasing headcount.

Omnichannel, Omnilingual 24/7 Customer Care

In today’s interconnected economy, your next customer could come from anywhere on the planet. Finding local staff to respond to customer inquiries anytime, anywhere and in any language can be tough in your ecommerce firm’s locale. 

If your platform is online 24/7, chances are that your customers will expect minimal wait times and to troubleshoot issues on the spot. This is why many companies today turn to BPO providers who staff employees that speak many different languages and are located in different time zones. Outsourced staff can be on hand to address customer concerns on social media pages, e-mail, live chat and more in a variety of languages, all at economical rates. 

Increased Competitiveness

The many aspects of running an ecommerce business cannot be handled by one person or one firm alone. From setting up servers and websites to writing content to payment processing, there is a lot of work that goes on behind the scenes of an ecommerce firm’s shiny, sleek, customer-facing website. 

Partnering with a BPO vendor in the Philippines, India or Albania can save your business up to 70% on labor costs and give you access to a network of professionals that takes the burden of customer service, data entry and more off your shoulders, providing your firm with the competitive edge it needs to thrive. Stay focused on your core competencies and allow an outsourcing partner to do the heavy lifting for you.

Improved Flexibility

While certain in-house functions need to be maintained year-round, a lot of your business needs fluctuate with time around peak demand seasons or short-term projects. One advantage of outsourcing your projects and workload to a BPO company is that it allows your firm to maintain its agility and move faster without having to worry about hiring and retaining local staff. 

Shorten the amount of time it takes employees to onboard and stay focused on the core areas of your business so that you can keep growing. Scale up efficiently with an outsourcing strategy that allows your company to attend to its growth plan while keeping customers happy and satisfied with outsourced customer service, market research and other offerings from a BPO provider.

Benefit from Outsourced Expertise

Searching for, screening and hiring new staff is time-consuming and labor-intensive. If you’re in the ecommerce sector, your company was probably started to revolutionize the way people purchase what they need, not to juggle administrative work that can be easily managed by a remote team.

By partnering with a trusted BPO firm your company can benefit from a pool of highly-qualified individuals specially trained in your service area of interest. Sales representatives, customer care agents and market research experts are available to help your firm move forward and focus on what it does best. An outsourced team makes it easier to find employees boasting specialized skills that fit your current needs and help your firm provide the best service it can to your customers.

Discover BPO services to help your firm, today!

By outsourcing to Sara Call Center your firm can enjoy savings of up to 70% with our cost-effective labor practices. We take care of time-consuming, labor-intensive and repetitive work for your ecommerce firm to help it retain customers, boost the bottom line and keep growing at steady rates.

Get in touch today to learn how Sara Call can help your ecommerce firm with outsourced customer service, data entry and more.