As the promoter of ane-commerce business, it’s natural to want to optimize your after-sales service.
Why not give in to the temptation of outsourcing?
As an essential element of your customer acquisition and loyalty strategy, after-sales service is a vital component of any business.
Given its importance and the demands involved in managing it, many companies have already decided to outsource their after-sales service.
The importance of after-sales service
A company’s reputation andbrand image depend as much on the quality of the product or service it offers as on the quality of its after-sales service.
The latter is therefore an indispensable service in the process of building customer loyalty and attracting new customers.
When it’s functional, responsive and focused on customer satisfaction, after-sales service undoubtedly has a major impact on brand development.
Setting up and managing an in-house after-sales service can require substantial investment in terms of human resources, finance and time.
In order to optimize service and rationalize costs, many organizations have opted to outsource this service to companies specialized in customer relations.
Why outsource your after-sales service?
Outsourcinghas many advantages.
The service provider – a call or contact center, for example – brings you its expertise in customer reception, response and support.
More freedom for product quality
Managing an after-sales service can be time-consuming, regardless of the number of requests handled per day or per month.
It will become even more so as your business grows.
Outsourcing this service frees you and your team from a demanding burden, allowing you to focus on your core business.
The less you’re spread thin, the more you can focus on the quality of your product or service, so that you get nothing but positive feedback from your customers.
A good impression on the customer
An outsourced after-sales service ensures that your customer relations are a delight.
After purchasing a product or service, customers want to be supported, listened to and satisfied when they have any concerns about it.
Whether your e-commerce site is still expanding or stabilizing, customer satisfaction is crucial to its development.
An unsatisfied customer is a lost customer, and bad publicity for the brand at worst.
On the other hand, a customer who is well listened to, even if dissatisfied with your product or service, and who is offered a satisfactory solution, leaves feeling more confident.
They’ll be more inclined to come back to you when the need arises again.
As a result, entrusting your after-sales service to a specialized company makes your brand available to your customers well beyond your working hours.
It’s also a sure-fire way of providing them with quality support (reduced waiting time on the line, lower missed call rates, optimal processing of queries, etc.). Outsourcing is also an effective way of getting real-time feedback on the quality of your product and customer expectations.
A more economical option
Another good thing about outsourcing is that it’s cost-effective.
An internally managed after-sales service can involve significant financial resources, with ultimately limited returns depending on the type of activity carried out.
Outsourcing means you don’t have to recruit, train, equip and dedicate premises to staff specifically responsible for this service.
What’s more, opting for an outsourced service gives you a solution that best suits your volume of business, and is therefore less costly.
When should you outsource your e-commerce after-sales service?
Outsourcing your after-sales service is undoubtedly an option you should consider in order to maximize the time you devote to developing your brand.
However, before you decide, make sure that the time is right and that you are in one of the following situations:
- an ever-increasing flow of incoming calls or contacts, to the point of having difficulty satisfying them internally;
- the need to extend after-sales service hours beyond normal opening and closing times;
- feeling unable to meet customer expectations internally for specific reasons.
For successful outsourcing, timing is everything.
Criteria for choosing a service provider
Before choosing a service provider to outsource your after-sales service, there are a number of points to consider.
The first is knowledge of your own language and that of your customers.
You need to be sure that the service provider can provide resources capable of correctly speaking your language and those of your key customers.
Impeccable after-sales service is crucial to boosting your e-commerce sales.
You shouldn’t leave it to the first person you meet.
When making your choice, you need to take into account service quality and compliance with confidentiality standards.
To be sure of this, don’t hesitate to carry out an in-depth survey of the different references they have presented to you.
You can also carry out a test before making your decision, and don’t forget to include a confidentiality clause in the contract you are about to sign.
Under no circumstances should you choose your service provider on the basis of price.
To conclude on e-commerce after-sales service outsourcing
Although outsourcing is still a reluctant option for some entrepreneurs, it has become increasingly popular in recent years.
It provides greater flexibility in the management of your brand’s image, thanks to a more optimized after-sales service and streamlined costs.
Ultimately, it’s a strategic solution that allows you to develop the reputation of your e-commerce business, with more time devoted to your product or service, and a customer base that’s best managed by an experienced service provider.
If you need help with your e-commerce project, contact me today.
As an e-commerce developer specializing in Prestashop and Woocommerce, I can advise you on how to optimize your site.
