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Federico Castillo

How can BPO services and retail work together?

 

April 22, 2022/in Business Process Outsourcing, Customer Service, Ecommerce, Retail /by Federico Castillo

BPO services and retail are one of the most critical industries.

Maybe you are wondering how to upgrade and work alongside a business that knows how to be in touch with all the constant changes many industries face.   

Perhaps you have the resources to venture into the retail business, a sector showing constant economic GROWTH.

According to the United States Census Bureau, either by the direct sale of products, supplies, and services.  

Or maybe you are a retail investor who wants to ensure efficiency in the distribution and operation of the business.  

You know what has been mentioned involves many processes, information, and activities in constant demand and evolution that define your competition in the market.   

It is understandable and often necessary to have a team prepared to help you achieve the goals you have for your business, which can be summarized in 4 specific key points:   

  • Exceptional customer service.   
  • Enhance your brand and value proposition.  
  • Find the best talent through quality recruitment and training.  
  • Be up to date with modern technology. 

It sounds like a lot, but we will explain how can BPO services and retail could work together. We will also explore the new challenges and possibilities.   

  • 1- Exceptional customer service for Retail

 Consumer retail is always on the move. People are very active and expect to have the proper attention.  

 Business Process Outsourcing company’s primary focus is to deliver quality customer service.

Fundamental since they are the basis not only of income but also of satisfaction and, subsequently, the development of opportunities. That’s just how retail works.  

Working with a BPO for retail services helps you achieve a seamless experience.

This is possible due to the optimization and follow-up corresponding to your needs with a multidisciplinary approach.    

  • 2-Enhance your brand and value proposition by outsourcing your retail services 

Great customer assistance and omnichannel services are essential for proper pre and after-sales management.  

It solves any possible inconvenience and thus increases the chances of communicating the benefits of your product or service.   

At Redial BPO, we always recommend focusing on your business and your customers.  

Always ensuring that we have the experience to keep up with the constant changes in the industry and invaluable factors such as economic context, culture, and language.   

 

  • 3- Find the best talent through quality recruitment and training.  

Providing effective and honest care through a recruitment process that ensures value and professional growth is necessary for long-term results.  

In addition with follow-up with clients and constant training of the operations team is essential.

That way, call centers that provide services for the retail business can feel more like an extension of the brand than an outsourced building.  

  • 4- Be up to date with modern technology.  

Key factors are fully digital platforms, which many businesses in the sector have incorporated.

Strengthening what we know as e-commerce and project management software.   

The growth of e-commerce platforms and stores has required the establishment of many resources and digital attention with the help of artificial intelligence.

Services that have proven to be highly effective.   

With this in mind, we also opt for innovative technologies, fully adaptable to your business and your goals.   

Recently, we have incorporated a new tool: speech analytics AI.

A tool that analyzes the conversations between agent and client to automate processes and ensure faster results. 

The use of these tools represents a step up in the contact centers industry.   

  • 5- New challenges for retail business 2022  

Although the retail sector maintains sustainable growth, it is not exempt from situations that currently intervene in behaviors, such as inflation.   

The rise in prices affects the behavior of all customers, modifying their preferences and motivating them to look for more alternatives that respect their quality-price standards.   

Because of this situation, the competition every day looks for more effective methods and ways to ensure the retention of a loyal customer base.   

  • Final thoughts  

 The retail industry has many challenges and business opportunities if it keeps up with needs and opts for strategic alliances with companies specializing in optimizing operations.   

Maintaining a loyal customer base is possible with quality attention and follow-up to any request.   

The use of technologies to manage projects and large amounts of data helps us make better decisions.   

With all of this mentioned, it is possible to create a structure with the ability to establish and execute communication strategies for the benefit of your business.   

We have all the tools and talent to help you empower your services and achieve your goals at a cost-effective nearshore opportunity.

We would love to talk to you and help with your day-to-day operations. Give us a call. 

Federico Castillo

Content Creator Specialist at Redial BPO.
Loves to research and talk about politics, economics & culture. In his free time, binge watches movies & TV shows.

https://redialbpo.com/wp-content/uploads/2022/04/RETAIL_BLOG-01-01-1.jpg 302 796 Federico Castillo https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Federico Castillo2022-04-22 20:10:402022-05-09 20:20:36

How can BPO services and retail work together?

 
Best Practices for Effective Ecommerce Customer Service
Luis Olvera

Easy Practices for Effective Ecommerce Customer Service

February 1, 2021/in Customer Service, Ecommerce, Uncategorized /by Luis Olvera

In our current world competition between businesses is fierce, it shows that while there are different battlefields to engage there are core items that must be put in the spotlight.

With the rapid growth and access of the internet to millions around the globe, it is evident that e-commerce is the way to go, especially for newer generations.

Inside this spectrum, we find that customer service for e-commerce has become the largest pillar in sustaining a business’s customer loyalty and satisfaction.

To put numbers in perspective, in 2019 Amazon was receiving 200 million visits per month which other businesses take advantage of by partnering to sell on this platform.

In another survey performed in 2018 it was confirmed that there are 2.14 billion customers in the realm of e-commerce, this means that at least 22% of the population of the world have performed a purchase at least once throughout that year.

When considering this it is important to put e-commerce customer service at the forefront, with a report in 2017 making it clear that only 8% of customers agree that companies provide excellent customer service.

This is critical when considering that a report provided by Microsoft in 2017 indicates that 54% of their customers have extremely high expectations on customer service where 66% were inside the range of 18 to 34 years of age.

One question that may come to mind when talking about the subject is, what is e-commerce customer service all about?

Customer Service for Ecommerce, the Key to Success

  • Making shipping and return policies clear, when customers are looking to get the most out of services and products it can be frustrating to have unclear rules or specifications on how they pay or receive what they have purchased, this is where customer service for e-commerce can help in setting up a strong baseline for the customer experience.
  • Providing the right answer through any channel, in a 2017 Microsoft also confirmed that out of the surveyed customers inside the United States 27% will use one to two channels while 47% use three to five different channels of communication, this is where e-commerce customer service helps in closing the gap by providing the answer through a multichannel or omnichannel support structure, providing accurate up to date information which ensures that there is satisfaction regardless of the communication option of the customer.
  • Improving your response time to the max, with e-commerce customer service there is always someone to answer your customer’s question in seconds through their selected channel of communication, helping make the right choice as well as providing space for upsell and saving the sales in critical moments, additionally, this closes the gap in tougher situations when customers are upset with their interaction, with surveyed customers in 2017 indicating that 12% of them found the lack of speed as frustration in their interaction it is clear why this stands as one of the key priorities.
  • Measure and optimization where it matters, e-commerce customer service provides additional hidden bonuses and benefits to the business such as understanding customer behaviors and tendencies, most wanted product or service, areas of opportunity for the current business processes, and a clear line for optimization just in time to keep yourself ahead of the competition. In a previous article, we have talked about the 5 most important KPIs to ensure the best customer service can be provided on every experience.
  • Rinse and repeat to ensure loyalty, with customer service for e-commerce it is a safe bet that there will always be a way for businesses to ensure that the same excellent customer experience is provided to every customer on all the interactions they do with the business thus creating a strong brand and a loyal customer base that keeps coming for the same experience.

For the coming years, customer service in e-commerce will continue to play a key role in all business interactions, investing for growth in this area is a must to keep up and outpace the competition.

We have more than 45 years of experience in the BPO Industry and can help you to reap all the benefits with a fast return on investment. If you have questions about what other benefits you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.


[1] https://www.statista.com/statistics/271450/monthly-unique-visitors-to-us-retail-websites/

[2] https://www.statista.com/statistics/251666/number-of-digital-buyers-worldwide/

[3] https://www.superoffice.com/resources/guides/customer-service-benchmark-report/

[4] http://info.microsoft.com/rs/157-GQE-382/images/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf

[5] http://info.microsoft.com/rs/157-GQE-382/images/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf

[6] https://www.statista.com/statistics/815599/causes-of-customer-service-frustration-us/

Luis Olvera
https://redialbpo.com/wp-content/uploads/2021/02/Best-Practices-for-Effective-Ecommerce-Customer-Service.jpg 300 795 Luis Olvera https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Luis Olvera2021-02-01 04:30:002022-08-05 22:38:13Easy Practices for Effective Ecommerce Customer Service

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