The e-commerce industry’s growth rate is unprecedented. Experts expect global e-commerce revenues to climb 6.1% by 2025, reaching $4,9 trillion in 2021. (Statista, 2021). With this rapid expansion comes the challenge of providing exceptional customer service to an expanding customer base. E-commerce enterprises seeking to maximize their ROI while retaining high-quality customer service can benefit from outsourcing customer assistance.
This article examines the advantages of outsourcing e-commerce customer care, together with pertinent examples and statistics, to provide a thorough knowledge of this cost-effective approach. We hope this provides key insights on outsourcing ROI as you research.
The possibility of cost reduction is one of the essential advantages of outsourcing customer care. According to a report by Deloitte, 59% of businesses outsource as a cost-cutting measure (Deloitte, 2021). By outsourcing, e-commerce enterprises can reduce the costs associated with employing, training, and retaining a customer service workforce in-house.
When outsourcing customer service, e-commerce companies can save as much as 60% on operational expenses. These savings can be allocated to other vital business operations, such as marketing and product development, thereby enhancing the company’s overall return on investment.
Access to Expertise
By outsourcing customer care, e-commerce companies gain access to a pool of competent and seasoned people. Its growth is primarily due to the increasing demand for in-house expertise that is not readily available.
For instance, Amazon, a renowned e-commerce corporation, outsources its customer support services (CNBC, 2020). So, the business obtains access to a broad network of competent agents, enabling it to maintain a high level of client satisfaction.
Scalability and Flexibility
Customer service outsourcing enables e-commerce enterprises to scale operations fast and efficiently. McKinsey reports that 47% of businesses outsource to acquire access to scalable resources (McKinsey, 2021). By working with an outsourced provider, e-commerce businesses may quickly modify the size of their customer care team in response to seasonal demand or business expansion.
During the holiday season, e-commerce enterprises frequently experience increased client queries. With an outsourced customer support team, businesses can quickly scale to handle an increase in demand without hiring and educating new employees showing a clear outsourcing ROI.
Enhanced Customer Experience
Frequently, outsourced customer service providers specialize in providing superior customer service; according to Zendesk, outsourcing customer service results in a 24% rise in customer satisfaction. By collaborating with a seasoned supplier, e-commerce enterprises can ensure their clients receive timely, expert, and individualized assistance.
For instance, Shopify, a renowned e-commerce platform, outsources its customer support services to provide its customers with high-quality assistance (Shopify, 2021). Hence, Shopify can give help in several languages 24/7, guaranteeing that its worldwide customer base receives superior service.
Stay Ahead, Stay Profitable
Businesses that want to maximize their return on investment could find that outsourcing their customer service for e-commerce might be a cost-effective alternative. E-commerce companies can maintain high-quality customer support while driving growth and profitability by leveraging the advantages of outsourcing, such as cost savings, access to expertise, scalability, and enhanced customer experience.
Outsourcing customer service is advantageous in the e-commerce market, as evidenced by the success of companies such as Amazon, Shopify, Zappos, and eBay. Many detailed studies show a clear outsourcing ROI and outsourcing customer service will continue to be a realistic and profitable option for firms wanting to stay ahead of the competition and optimize their revenues as the e-commerce industry grows.
Keep the increasing demand for exceptional customer service manageable for your business. Stay ahead of the competition and optimize your revenues by outsourcing your e-commerce customer support to SupportZebra, the leading support outsourcing partner for scaling SaaS and e-commerce. Click here to explore our cost-effective solutions and take the first step toward maximizing your ROI today!