It’s exciting when your online business starts to take off. But it can also be a bit scary because you might worry about how you can handle the extra customers. It’s at times like these that you need to consider getting additional support.
In this post, we’ll look at how you can tell if it’s time to consider ecommerce customer service outsourcing. Here’s some signs it might be.
You’re Juggling an Increased Workload
Are you finding it harder to cope with tasks like:
- Order processing
- Customer queries
- Inventory management
If so, you should consider outsourcing some of these functions to increase your capacity.
You’re Dealing WithSeasonal Peaks
You’ll need to plan ahead for busy times like the holidays or special events. Hiring extra support is a good way to manage surging demand without compromising on service quality.
If you can manage well without the extra team during the rest of the year, you’re not quite ready to outsource on a permanent basis yet.
You Have Expansion Plans
Are you planning to expand your product line or add an extra service offering? If so, now’s the time to consider outsourcing. If you’re expanding into a new country, it might even be helpful to speak to a support company in that area.
At the very least, look for a multi-lingual team that understands the culture of the people in the area well. Dealing with a local company can give you a competitive edge because they should be aware of local regulations and customs.
Technical Issues Keep Cropping Up
Are you having issues with your website or payment platform? If so, you might need to consider hiring consultants who can review your solutions. These experts are pricey, but the expense is worthwhile if they can make the customer experience better.
You’re Unable to Access Local Talent
Running an in-house team is expensive, so it isn’t always the ideal solution. However, some companies prefer full control over their teams. This may be a moot point if you’re unable to find someone to work for you in your local area.
If the job market is highly competitive when it comes to employees, it can be challenging to attract the right candidates. In such cases, it may make more sense to outsource.
Customer Service Demands are Increasing
Clients today are a lot more demanding than they were 20 years ago. If you’re a new business, they might be willing to be a little more patient. However, this patience has its limits.
If you’re finding that many clients are complaining about service or that you can’t keep up with the queries, you need help.
You’ll need to weigh up the pros and cons of managing an in-house team or outsourcing this function. For most startups, the latter is the more cost-effective solution because it allows them access to the global talent pool.
However, every company must make the determination for themselves.
The Metrics Make Sense
You should be tracking key metrics like website traffic, conversion rates, average order value and customer feedback. If you notice that performance drops, it could be time to call in additional support.
Conclusion
The ideal time to take on extra support is just before you need the help. If you time it just right, your clients will never notice the change. What’s trickier, though, is not wasting money by starting too soon.
That’s why you must regularly check the metrics and customer feedback. Doing so makes it easier to see when you need to get extra help.
