Why Offsite Ecommerce Support Staff Make Sense

BY Editor

A lot of companies that rely upon the revenue that they earn from their websites have grown their team in-house when it comes to support services because their customer care is so important to them that they would like to remain hands on with of all processes that affect the customer.

Yet a trend towards even more offsite support is going on because the model whereby a business perfects a process in-house before outsourcing it has come back strong. Apparently, taking the time to perfect how your customer service reacts to questions and actively works on conversions makes the process standard and easier for the offsite partner to bring in and work with using their staff.

Here are some more reasons why it makes sense to use offsite help on your e-commerce site:

Your Employees Can Add More Value:

If you are in a small business or run an E-commerce website that offers goods by category, your workers could be adding more value by managing processes and overseeing the work of offsite workers who provide call center services instead of doing so themselves.

Today’s Technology Is Portable:

Some call centers have sophisticated IT staff capabilities that allow them to create environments that will interact with almost every e-commerce package on the market. Solid Cactus is one example of a call center and support services firm that can snap their systems into most e-commerce and CRM software. For most companies that means that whether it is live chat support or conversion tracking that they need to add, they won’t have to change a thing because the company that they are outsourcing to is used to integrating their services into your website without causing problems.

Buying More With Less Gives You Options:

When you outsource, you normally save money because it costs less to hire contractors offsite. What you do with the savings is up to you, but some companies have chosen to use the money saved to purchase other services from the same offsite contractor. The idea is that you are saving money and can therefore then avail yourself of more of their services. The most often cited use of services is to add more online support on the sales side of your website so that support agents can proactively approach store customers that are lingering and may need assistance to convert the experience to a sale.

Offsite customer support is always evolving and the services that they provide are typically measured and analyzed to verify that they are worthwhile to the customer- making the internal and external savings that your company will achieve a compelling reason to use them.