The retail industry is one of the largest and highly competitive markets in the business arena. Tight competition, high customer expectations, margin pressures, and occasional spikes in demand are the everyday realities in the retail industry.
Because of the tough contest among vendors in the retail sector, customer service has become a key differentiator in retailing. According to Customer Champions, “Retailers can no longer view customer service as an option and providing a positive retail customer experience is vital. A coherent and successful retail customer support is the differentiating factor between a successful and unsuccessful business.”
In order to deliver outstanding customer service, most retail companies are turning to outsourcing their customer support. Besides cutting overall cost, customer support outsourcing is a vital strategic tool for retailers for a number of reasons.
Are you considering outsourcing too? Here are three good reasons why retail companies should outsource their customer support:
Multi-channel customer support
“No retail company would be able to sell its products unless the prospective customers are aware of its existence and offerings. This is why a retailer utilizes every available communication channel and attempts to make its presence felt in its target audience,” says Amelia Robert, a customer service manager, in her blog Why Even Retailers Need Support from Customer Industry.
Outsourcing does not only provide customer service in conventional channels – calls, email, chat, and even social media, but it also allows you to talk to your customers through social media networks and on mobile. Through the multi-channel customer support, answering customer inquiries and order management will be quick. Customers can also utilize your support services in the manner they want.
Focus on your core business
In-house contact support requires employment and training of employees, which could lead to diversion of resources to an area that is not part of your core business activities. Meanwhile, when you outsource, “It gives your company an opportunity to concentrate completely on what lies at the core of your business,” Amelia Robert also pointed out in Why Even Retailers Need Support from Customer Industry.
“The benefit of uninterrupted customer care is something that every organization needs in today’s world. It implies that your customers are getting the attention on a continuous basis. This is exactly the service a customer craves for,” Robert explained. Outsourcing providers focus single-mindedly on customer care. Thus, it is able to perform well and meet the requirements of your target audience.
Consistent customer service
Consistency across channels is very important for customers. When a customer contacts your customer support team, they want their experience to be aligned with their expectations with your company. According to the article The Power of Consistent Customer Service written by Adam Toporek, “Consistency plays a big part in customer satisfaction as it creates a positive emotional response among customers, which increases their customer satisfaction with a company.”
Sometimes, when buying products and goods, customers have urgent questions and inquiries. Outsourcing gives consistent communication and quick resolution to customers. Because customer service is a critical function to a business, customer support outsourcing maintains consistent customer assistance. Most outsourcing providers are qualified agents, committed to aide customer needs round the clock, day or night.
Is your business under the retail industry and already considering outsourcing your customer support? Give us a call.