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The Rise of Online Retail and How Managed Support Services Can Help You Get Ahead of the Curve

The Rise of Online Retail and How Managed Support Services Can Help You Get Ahead of the Curve

By | Backend Support Services, Business Improvement, Call Center Support, Customer Service, Ecommerce Support Services | No Comments

“Online retail is booming and is the next big thing!” Rest assured, this is not an overly-enthusiastic rhetorical claim by some zealous internet purist. Economists and retail analysts agree that online retail has shown steady progress over the last few years and is here to stay.

According to Business Insider, worldwide ecommerce sales increased by 15.5% this year from 2017. In stark contrast, traditional brick-and-mortar sales only increased by a paltry 3.1%. In the US alone, ecommerce sales accounted for 10% of all retail sales—up from 8.2% a year ago. Not only that, online shopping is estimated to be a $526 billion industry in the US, with more than 80% of internet users expected to make an online purchase in 2019.

Statistics for Growth of Ecommerce Sales

Why the Shift to Online Retail?

So why this aggressive shift towards online retail? The most obvious answer is the convenience it provides to its users. Online shopping is hassle-free, usually offers free delivery, and saves so much time! For retailers, it eliminates the pressure to continuously expand physically and open costly brick-and-mortar outlets; an online ecommerce portal ensures an additional revenue stream, not to mention the automatic promotion of the brand.

The Secret to Online Retail Success

Online retail, despite all its pros, is not for the complacent or lazy business owner/manager. It requires constant innovation, which includes providing impeccable and super-responsive human and technical support.

The human part of ensuring a seamless online retail experience includes offering attentive customer care center support and omnichannel customer experience management. The biggest pitfall is not responding to customer queries and/or comments quickly and efficiently—rub a customer the wrong way and brace yourself for some irreparable (and fast-spiraling) brand bashing on Facebook or Twitter! On the other hand, handle a customer with the due care and diligence, and bask in the generous lauding and viral exponential appraisals of your brand! The customer is truly the king (and queen) in the online retail world!

Now come to the second part of innovation—the technical aspect. Technology changes fast. For an online business to run smoothly, it needs to be supported by a solid and scalable online inventory management system and strong backend support that tolerates no downtime.

Nothing puts off an eager shopper who has liberally filled up his/her shopping cart and excitedly clicked check-out more than encountering an annoyingly slow response time, and worse, inefficient or insecure online payment services. According to Statista, 42% of online shoppers worldwide prefer to make their payments via credit cards, while 39% prefer Paypal; imagine the volume of business you would lose if an insecure payment system is in place! Your potential customer will be replaced by a sulky user ready to vent out their frustration on social media. Your listing and inventory management must also be par excellence to ensure all the information is up-to-date and you have no surplus or shortages.

Importance of Secure Online Payment System

Another important aspect is the content on your website, whether it fully describes all aspects of your service or product and resolves all queries of the average customer. Poor quality content and brochure websites do not garner high conversion rates.

Did you know that you only have 0 to 8 seconds to get the visitor’s attention through the headline and the landing page, and even a one second delay can result in a 7% reduced conversion rate? Moreover, detailed product content is considered extremely important by 88% of online shoppers. Not only should the website be aesthetically pleasing and fast, it should be intuitive and interactive, with grammatically correct content that highlights your unique value proposition.

Important Figures for Online Retail

So how to juggle the tricky trinity of online retail, which is maintain the quality of your product/service, ensure a flawless customer care service, and provide solid operational support and backend support systems?

The solution is delegate! A prudent business always focuses on its core product and delegates the ancillary and supporting (but equally important) workflows and tasks to the experts! For online retail, the optimal approach is to get onboard a reputed and well-established support services provider that provides all these services at lower cost than an in-house setup. Doing so ensures a unified and seamless customer experience, translating into higher brand loyalty and return on investment.

Checklist for Getting Ahead of the Curve

  • Get call center support to
    • answer queries of potential customers,
    • resolve any issues that arise with current ones
    • provide omnichannel support: email, social media, text, phone, fax etc.
    • manage your customer database to keep track of purchasing history and loyal customers
    • manage your feedback and reviews to convey a positive brand image and transform disgruntled customers to satisfied repeat customers, and
    • give technical support in case glitches appear on the online platform.
  • Invest in backend support for your online retail platform to ensure
    • fast loading speeds, working links, pages, and graphics,
    • a responsive shopping cart, and
    • a secure online payment system.
  • Partner with an ecommerce support services provider to
    • manage your ecommerce brand,
    • ensure up-to-date listing and inventory management,
    • optimize product information through data entry, data cleansing, product catalog management, and indexing services and
    • provide order processing and tracking services.
  • Get an expert content writer to ensure your website’s content is
    • search engine optimized and
    • grammatically correct.

Case in Point

PatPat a 24 hour call center support client of IdeasUnlimited

PatPat, an online apparel company that aims to make affordable quality apparel for moms and kids, seems to have nailed the online shopping experience just right. They focus on providing reasonable, trendy, and quality wear. But what truly makes them stand out in the jungle of online apparel sites is their attentive customer care. Did they deviate from their core competency of providing apparel to focus on managing the omnichannel customer experience?

Of course not, they simply recruited a customer care center expert. Initially, they only needed two customer care agents but the number grew exponentially as their business flourished, and they now have 30-plus agents ensuring an empathetic customer care service. The increase in this number shows how important a well-equipped customer care center is! Their 24 hour call center manages their brand image by providing customer service, omnichannel support, and ecommerce support services.

PatPat is flourishing because the work is done in unison—PatPat focuses on and provides the core product while IdeasUnlimited helps add value to PatPat’s value proposition. Indeed, a win-win situation!

Conclusion

In a nutshell, retailers that have not figured out how to build a powerful presence online, have not invested in doing so, and are not planning to do so in the future will be left behind. Online retail is certainly not a fad—it is here to stay. The way to get ahead of the curve is to focus on your core competencies and partner with a specialist support services provider for support systems—let your product shine on a scalable and efficient ecommerce platform!

Good Call Center

What is a Good and Cheap Call Center?

By | Call Center Support | No Comments

There are many firms offering call center support services, promising native agents, trained overseas call center support agents, incredibly low rates, and/or guaranteeing results. How can you separate the truth from the empty marketing gimmicks?

good call center is one that has a rigorous recruitment procedurevetting the best candidatesand then a robust training program to ensure the agents are fully conversant with the brand they are representing and skilled at handling customer queries and concerns. Having a three-pronged management systemwith administration, project management, and monitoringassures quality inbound and outbound call center services.

cheap call center focuses on paying the agents better to maintain job satisfaction, which translates to a higher work rate and productivity. It keeps overhead costs at a minimum by removing layers of non-value adding administration and expenditure items.

Most call centers and support service providers charge their clients for their luxurious VIP culture, quarterly trips to Hawaii, overstaffed management, and eye-catching exteriors; look for a call center support provider that does not have these unnecessary expenses.

good and cheap call center will not charge you for setting up, business VOIP, IT Fees, Management Fees, and Contract Change/Cancellation. It will also charge you less per hour since it does not have to cover unnecessary overhead expenses.

IdeasUnlimited provides you with a substantial cost advantage relative to large competitors

Contact us at IdeasUnlimited for cost-effective, high-quality call center support to meet all your inbound and outbound communication needs.

Why You Need a Medical Remote Team

Why You Need a Medical Remote Team

By | Call Center Support, Customer Service, Medical Virtual Assistant, Multilingual Support, Virtual Assistant Support | No Comments

A medical virtual assistant could be valuable for doctors, dentists, therapists, and a wide variety of other health professionals.

As a medical professional, you need to set time aside to not only look after your patients but also yourself. You need breaks from the hectic schedules and the hundreds of patients you have to treat or help. Without assistance, many medical practitioners end up overworking themselves. However, this does not have to be the case. These days agencies can help professionals (doctors, healthcare professionals etc.) by offering them the aid of a medical virtual assistant or a medical call center operator. Here are a few reasons why you should go for one of these options:

Administrative Support

A clinic or hospital only runs smoothly when its administrative tasks are taken care of by the staff. Such tasks range from medical coding to organizing shifts and coordinating between nurses and doctors. All of these can be handled by a medical virtual assistant. A medical call center operator, on the other hand, can manage referrals, communicate with patients, field calls, and make appointments in busy business hours. Working with a remote team like this will free you up from such duties, leaving you to see to the patients’ welfare.

Invoicing Support

A medical remote team can help you manage medical billing and payments, following up on invoices, and making sure payments are made on time.

24/7/365 Coverage

Working with medical support service providers would enable you to provide 24 hour healthcare call center support, so there are no delays in communicating emergencies to providers, 24/7/365. This will also expand your business scope considerably since you will be available after hours too.

Handling Medical Transcription & Translation

Get professionally formatted reports created from audio recordings by a remote team specialized in medical support to free up your time for value-adding activities. You can also opt for multilingual transcription services to cater to a diverse board of directors, medical professionals, or patients. A multilingual virtual assistant would allow you to communicate with colleagues from different countries and specialists all over the globe. Similarly, a multilingual call center operator would allow you to communicate effectively with patients from diverse backgrounds and all points of the globe.

Cost Efficiency

Medical practitioners, like all other professionals, must pay attention to budgeting as they diagnose and treat patients. One way to decrease your payroll burden is to utilize the services of a medical virtual assistant since that way you do not need to incur any overhead costs or HR admin expenses. You will also save the cost of training a new hire when you opt for a trained medical remote worker instead.

Increased Job Satisfaction

There is no better feeling than going home to the realization that you made a difference in someone’s life or saved someone. Having a medical virtual assistant will free you up to pursue your career and other passions. Therefore, getting a medical virtual assistant should ultimately increase your job satisfaction.

Having a medical virtual assistant or call center operator has financial as well as health benefits for you. Get the ball rolling today and see what a difference it makes in your life!

2018: A New Era of Customer Service – Are You Ready?

2018: A New Era of Customer Service – Are You Ready?

By | Backend Support Services, Business Improvement, Call Center Support, Customer Service, Virtual Assistant Support | No Comments

Your business relies on good customer service for its success – far more than it used to, in fact. According to IT research company Gartner, 89% of market leaders anticipate that the omnichannel customer experience will be their primary business concern, as opposed to four years ago, when only 36% did. This signals a fundamental change in the role and function of businesses.

While the products or services that the company offered used to be the main concern, now the excellence of your customer care center will be the thing that sets you apart from the competition. After all, there are very few businesses out there that can afford to alienate their clientele because their products or services are good enough to keep people coming back regardless of their experience.

With this rise in the importance of customer service, many companies are going to have to do a massive overhaul of their current methods. This is because the support systems that companies utilize are becoming increasingly reliant on social media compatibility, 24/7 service, and mobile-friendly options. If your company doesn’t keep up with the modern standards, you will likely face losing clients and thus revenue.

So what exactly should you be aiming for in terms of customer service?

Live Chat & 24/7 Call Center Support

If you haven’t already set these up for customers, you are already behind. Most medium to larger companies have already set up an inbound call center solution, ensuring that someone can always be reached in case customers have questions or concerns. Even smaller businesses are upgrading their systems, each setting up a call center for small business. Live chat is one of the newer options, to be sure, but it has quickly become ubiquitous.

Omnichannel Support

Many customers now prefer to contact companies through multiple channels, some of the most popular of which are their social media accounts. There should always be an easy way for customers to use Twitter, Facebook, Google+, etc. to contact your company. These channels should also be easy to switch between in the event that the user wants to employ several at a time and there should be someone providing omnichannel support services so you are never out of touch with your customers.

Text-Based Help

Since so many people consider texting to be the preferred mode of communication, it makes sense that your company should have some form of it enabled on your site.

Remote Secondary Access for Technical Support

When your customer can’t figure out how to do something on your site, having an IT professional try to figure out what to do through verbal means is rather like flying a plane blind. Having an option for them to get remote access to the customer’s computer (with their permission, of course) is one of the best ways to sort out the problem quickly and effectively. You thus need someone qualified to provide such technical and backend support services.

No Automated Menu

People are sick and tired of automated menus and trying to interact with recordings. If you want to truly please your customers, offer them a real human being to talk to. It proves almost automatically that you care more about their concerns and are willing to pay someone to listen to them. Having a trained, empathetic, and skilled call center operator automatically enhances customer loyalty.

Virtual Assistant Support

Virtual assistant support services can help you delegate administrative support and operational support tasks. This is especially good for growing businesses that don’t generally need around the clock support in-house. You will never have to turn away customers and can even get extra help around the holiday season. These assistants can perform a wide variety of tasks, from answering phones and emails to scheduling and data entry, payroll processing, lead generation, and practically anything else you need.

These are just some of the customer support services that are becoming the norm for businesses. Implement these and you can practically ensure customer satisfaction – and keep them coming back!