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Technical Support Archives - IdeasUnlimited

Optimize Your Delivery Service - IU Inbound Customer Service Center

8 Tips to Optimize Your Delivery Services

By | Backend Support Services, Business Improvement, Call Center for Small Business, Call Center Support, Customer Service, Ecommerce Support Services, Inbound Call Center Solution, Remote Support Services, Remote Work, The IU Way, Virtual Assistant Support | One Comment

The quality and efficiency of your delivery operations are a significant contributor to your business’ overall value proposition. You should be able to supply customers as quickly as possible, using an efficient inbound customer service center, without driving up your delivery cost or compromising on the product or packaging.

Learn How to Optimize Your Delivery Services to Deal with COVID-19

Better Communication Tools & Efficient Project Management

Better Communication Tools

Get better worker collaboration and communication tools so you can get in touch with your workers from anywhere, at any time during business hours. An efficient communication system that allows all your workers to get in touch with each other, from the warehouse workers to delivery workers, factory workers, managers, etc. would make decision-making faster and more accurate. This is crucial all across the business but more so on the delivery side, since fast and reliable communication is especially important there.

Efficient Project Management Tools

Even if all your employees work from one central location and meet each other every day, using a project management tool to manage operations is the best strategy. This will give you a better understanding of deadlines, a visualization of current progress, tasks remaining, and achievement of milestones with a bird’s eye view so things do not get overwhelming or overlooked. You can assign tasks with deadlines to different team members and each person can do their part to complete the task. We have vetted some of the most popular project management tools for you here. Most of them have free trials, so use them with your team and see which interface and features suit your business best.

Simplify Internal Processes & Effective Inventory Management

Simplify Internal Processes

Simply your internal processes for a fast and smooth transition of a task from one employee to another. Different team members and departments should not use several software applications to complete one task since you would be losing too much time in the transfer of tasks alone. For instance, your warehouse and delivery teams should be on the same wavelength and use the same software.

Effective Inventory Management

Your business must have an effective logistics team that ensures your inventory records are up to date and your customer support and sales team get quick responses from the warehouses. Your whole operations hinge on good inventory management since you can only make sales when you know how much product you have available to sell.

Flexibility and Easy Scalability & New Business Models

Flexibility and Easy Scalability

Your business will survive and even bloom through economic booms and recessions if your business model lends itself to easy scalability and quick adjustments. In times of excess demand, if you can easily expand operations, you would be in a better position to capitalize quickly. If your business can swiftly adjust to match supply to demand, you will surpass your competitors.

Introduce New Business Models

Focus more on your website and mobile app since the typical customer is moving away from in-store purchases. Create a secure online payment system and ensure good website traffic management, so your online store is capable of handling traffic surges. Your online payment system should not be limited to only bank transfers and credit cards, rather any money transfer and online payment methods should be compatible.

Introduce different delivery options, ranging from same-day or next-day delivery to slower but cheaper options. You will have to rework your delivery operations a bit, but this will attract all those customers willing to pay a bit more for convenience. It can be a valuable USP as well.

Stronger Customer Relations and Geographic Dispersion of Supply Chain

Stronger Customer Relations

Providing a unique product or service is not sufficient in itself for building a loyal, expanding customer base. You need an excellent  inbound customer service center to foster better relations, highlight customers’ pain points before they become issues, and resolve them in a timely manner. The most crucial part of delivery services is providing a robust tracking mechanism to customers, so they know where their package is at all times. Customers are understanding of delays in delivery, provided they are apprised of the reasons for these delays as soon as possible.

You also need fast responsiveness to customer inquiries as well as top-quality troubleshooting of any order and delivery problems they are facing. The human touch is invaluable, and you don’t even need to set up an inbound customer service center in-house to achieve this goal. Get call center support that seamlessly meshes with your business practices and acts as an extension of your business. Chat bots can only do so much, and they can definitely not calm down irate customers, so you need the human touch.

Your inbound customer service center can easily be virtually managed. Similarly, partnering with a good 24 hour call center or after-hours call center to provide technical support for your website, app, or product itself would garner manifold rewards over time. This center can also handle public relations and manage your online brand image.

Geographic Dispersion of Supply Chain

Collaboration and project management tools would be especially necessary if you disperse your vendors across the world to make your supply chain more robust and sustainable. Diversification of your supply chain would mean that any disruptions due to atypical or natural causes in one geographic region would not cripple your entire operations. You can easily switch over that segment of your operations to a substitute raw material, another factory, warehouse, or distribution center. This would not only optimize your delivery services but make them sustainable.

Conclusion

Creating a good product is not enough, you must be able to deliver it in a timely manner to the right customers to give them an excellent overall experience. Don’t wait any longer! See which of these 8 tips you can implement this quarter to swiftly improve the quality and efficiency of your delivery services.

5 Must-Have Tools to Globalize Your Business in 2020

By | Administrative Support, Business Improvement, Business Sustainability, Call Center for Small Business, Customer Service, Ecommerce Support, Globalization, Technical Support, The IU Way, Virtual Assistant Support | No Comments

What is the tool most commonly used in today’s world by individuals and commercial organizations? Very simple, the Internet!

The Internet has made so many tasks convenient and so many processes irrelevant in the business world. Ecommerce support is only one click away—be it multilingual support for your stakeholders or technical support for your customer care center. If you have high-speed internet connectivity and a functional operative system, 80% of your business is already global. Therefore, it is important to investigate a futuristic version of your business considering the global context and available digital tools in order to truly globalize your business.

Globalization 2.0 brings the world to your doorstep and the Internet brings a huge potential market to your work desk. It is now easier than ever to create and promote an international brand image. There are many innovations in the tech world to help digital businesses grow. Here are 5 main tools that will be help you globalize your business:

  1. Research Tools

Research, Research, Research, ACTION! Make this your business mantra and make Google your best friend.

Use research tools to analyze the perceptions and behaviors of your new and existing markets. You can use Google Trends to gauge the demand of your offerings in a specific location, or consumer barometer to read into consumers’ ecommerce behavior.

Another free online tool is Quartz Atlas. It provides a vast database on world demographics and helps you search for information using your relevant keywords. Moreover, the data is presented in the form of tables and charts, which you can customize using your own variables.

Other ecommerce research tools are priced but come with convenient payment plans and free trials. For instance, you can use Jungle Scout—which is most popular for product research, or SemRush—which gives you an insight about your industry’s top keywords and performance of your competitors based on their website.

Similarly, if you are interested in hiring a virtual team, research can help you harness the best of the best by guiding you where to locate your next star worker.

You can find a plethora of other software applications to help you gain more information about your competitors, your niche, your campaign, and product performance.

  1. Resource Management Tools

There are plenty of software and tools available in the market that help in organizing and monitoring resources. They prove helpful in carrying out budget controls, time management, human resource management, as well as data and document management.

Do you also need a solution for conducting audio and video meetings with your remote team members located in different time zones?

Project management software and tools are a good way of managing a remote team, tracking time, efficient communication, and resource management. Popular project management software such as Wrike, Monday.com, or Basecamp include helpful features like real-time chat and messaging, task assignment and progress tracking, document sharing and analyses. Moreover, a comprehensive set of integrations across different in-demand, cloud-based tools makes these software applications a more compelling option. Read more about the best project management tools here.

  1. Marketing Tools

Time has brought enormous innovation in marketing as well. The arrival of Big Data and interactive technology have refined the way marketing is carried out and innovation has introduced new techniques for acquiring and retaining customers.

Marketing tools can handle everything from social media automation to customer-company relationships and affiliate marketing.

In a nutshell, marketing tools for ecommerce sales should ideally relieve you from social media, content creation, SEO, and email campaigning stress. You should also be able to find and segment consumer data for better customer service and targeted marketing campaigns. Some of the most popular marketing tools today are:

  1. Customer Relationship Management (CRM) Tools

This set of tools are usually a composite of marketing tools, analytical tools, and research tools. They allow your business to have a systematic approach to managing all the information and interactions of your business with your customers, suppliers, and other businesses. Some examples are Intercom and Pipedrive.

Your customers are your bread and butter. For your business’ survival, it is important to reach out to your customers and meet their requirements. As a global business, you must use multiple communication channels to communicate with your customers. A customer management application (CRM) can help you aggregate all communications in one place and effectively deal with all the purchase, engagement, and feedback information. Look into a CRM before you take any other steps to globalize your business.

This allows your customer care center to prioritize and attend to customers who need immediate response. It also becomes easier to track the website traffic, consumer movement, and preferences in order to optimize their purchase experience and enhance customer loyalty.

CRM tools help the customer care center agents to:

methodically identify and work on prospective clients

build and retain loyal customers

understand customers’ requirements and their response to marketing campaigns

segment customers based on demographics and preferences and create personalized follow-ups.

  1. Coordination and Translation Tools

Important: Communication is the key!

All interaction with your customers, suppliers, and teams has to be timely, efficient, and clear. In order to globalize your business, your brand needs to possess a multilingual and multi-ethnic outlook. Your website should cater to native languages and norms of your target market. Also, your customer care center should be equipped to provide multilingual support to equally cater to all your customers across the globe.

Communication tools can help avoid unnecessary delays and misunderstandings. This results in identifying issues and resolving them in a timely fashion. Bilingual customer service or multilingual support can be invaluable too.

Other than project management and CRM tools, translation services, and coordination tools such as Calendar, Hangouts, and Skype can help your company boost its ecommerce sales.

For expanding internationally, it is important for you to distinguish between ‘time zones’ and ‘time relationship’. While everything is 5 minutes earlier in Germany, there is a more relaxed relationship with time in the global south. This is where coordination comes in. An efficient multilingual support service can easily handle both for you.

Global expansion is exciting and risky, but it is the best way to increase ecommerce sales.

Some of the abovementioned tools’ features overlap. Hence, it is important to critically analyze your business and its requirements. There are many more tools that you can use to streamline your activities and globalize your business. Choose the right tools from the start or contract a business service provider to take away these worries while you focus on your core activities and strategizing for going global.

Which tools do you use in your business? Let us know by commenting below.

How Remote Work Saved Me! Conquering All Odds

How Remote Work Saved Me! Conquering All Odds

By | Administrative Support, Backend Support Services, Business Improvement, Business Sustainability, Call Center Support, Customer Service, Ecommerce Support, Employee Management, IdeasUnlimited US Remote Workers, Remote Support Services, Remote Work, The IU Way | No Comments
Shahzad Yaqoob (Nick)

                                                  LinkedIn: shahzadyaqoob/    Facebook: shahzad.yaqoob.39948
 Upwork: shahzadyaqoob
Email: shahzad@osbprovider.com

Shahzad Yaqoob (aka Nick) is an entrepreneur, a philanthropist, a family man, and a human being with a strong resolve. He is an avid reader, a keen sports fan, and loves to spend time with his kids.

He has travelled across the oceans and built a remote career for himself, which no one except his brother believed could work out. He has been successful in establishing an award-winning company that not only offers a professional and flexible work environment but is productive and rewarding for all those involved—the IdeasUnlimited Family.

He is the founder and CEO of IdeasUnlimited, a business support services providing firm that is headquartered in Houston.

Self-discipline and a strong drive can help you overcome any situation and Shahzad proved that in quite short time. He has become an inspiration for all those who know him in a professional capacity.

A chat with him revealed much more about his struggles and relentless efforts to gain a reputable position for himself and help others see the light at the tunnel’s end.

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Social Anxiety and Remote Work

Nick's Story of How Remote Work Saved Him

Like me, most of you must have heard of and may have met people dealing with some kind of psychological struggle. But it is hard to fathom the agony they must be going through in order to meet day to day expectations as a family member and a worker. Typically, our society does not consider them fit to be a part of normal life.

Social anxiety impacts a worker’s life as soon as the day starts. A worker starts worrying about commuting to work, meeting people, deadlines, and the office environment. These worries also have spillover effects in their personal life.

It is usually advised to work on your anxiety disorders and then re-enter the workplace. However, it is neither financially nor professionally feasible. There are many different types of anxiety conditions but the proven key to success despite anxiety issues is to find an outlet and not let anxiety control your life.

Remote work has been a blessing in disguise for many of us facing geographical, health, and social constraints.

Shahzad had been struggling with acute social anxiety since his teenage years but in 2010 it worsened as a never-ending turbulence for his social existence. He was so perturbed that he could not contemplate any other solution other than ending everything, including his life.

As he left his regular job, he got called in for a part time remote job as an outbound caller. Halfheartedly, he accepted it and soon realized the opportunities that remote work could offer.

It gave me hope and that was a big thing… remote work can give you time to settle. You can explore the possibility of making likeminded friends or exploring other avenues of tackling social anxiety, or any other psychological or physical limitation you might have.

IdeasUnlimited’s existence shows me the importance of a support system in your life. It might be just one person. But someone to support and understand you, someone to show trust in your strengths and help you overcome your weaknesses, can take you a long way in life. For our CEO, this constant support has been from his brother. Today Shahzad considers all his colleagues as his support system, but it is primarily his brother, Shahid Yaqoob, who recognized Shahzad’s potential and guided him well at every step.

My brother has been the most positive influence in my life and career, my strongest support…I must thank my brother who helped transition everything without a hassle. I still look up to him for business advice…

IdeasUnlimited Making Lives Better

I had a chance to talk with Shahzad recently and it made me realize that everyone has their own battles and you never get a level field to achieve your ambitions. It is important to fall and then learn to stand tall. I realized that every company was once just an individual struggle, and every CEO-ship was once just a start…

In 2010, Shahzad took his brother’s advice and registered his company in USA. He worked day and night and built his credibility in the remote work industry and continued to build his team. Despite all hurdles, he stayed consistent and expanded his business to hundreds of workers from Pakistan, Philippines, India, USA, South America, and Europe.

I have been running this business remotely for nine years now! I manage call center locations myself in Karachi (Pakistan) and in Houston (USA), and then have partners run several call center locations in the Philippines.

Shahzad initially faced the common issues of remote team members. However, after sporadic work and trials and errors, IdeasUnlimited developed a very effective recruitment and monitoring process that facilitates competent workers in achieving the results expected by the clients. There is no discrimination and IdeasUnlimited promotes an inclusive workplace for anyone who is willing to unleash their potential and achieve results.

Now we have highly professional and trained HR and Administration teams, along with precisely tested processes to assure top productivity and efficiency, and a workforce that possess the required skills, attitude, and intent to do well.

Over time Shahzad has trained himself to stay calm and not let anxious thoughts take over his decision-making ability. He did not let initial failures deter his perseverance to achieve his dream. Interestingly, his dream has never been to succeed alone, it has always been about allowing people suffering in any way find HOPE for their future. And quitting was never an option.

This [quitting] never crossed my mind even when we went down to only one major project in 2013 for three to four months. We had a major downfall for no discernable reason, but quitting was just not an option.

The beauty of a struggle is that it helps you relate to those who are in the same boat. But the beauty of success comes when you work to let others be a part of the new possibilities too. It is when you build collaboratively to help others benefit from it as well. Shahzad proves how honest struggle creates empathy and the desire to improve the lot of others like you.

Knowing and having gone through such feelings [anxiety] and then finding remote work, which helped me gain my confidence back in life, has convinced me to show this path to others as well.

IdeasUnlimited in the Future

Shahzad often talks about mutual growth and giving back to society. He frequently initiates discussions about global social and economic concerns on the company’s platforms and I find him very ambitious towards finding solutions to major world problems. He envisions an inclusive company that provides opportunities for those with talent and one that sponsors education for orphans and the less fortunate all over the world.

He sees the remote work industry expanding in terms of innovation, coverage, and workforce. But he is looking forward to this industry getting globally regulated and judicated to meet new challenges of fraud and digital deception.

IdeasUnlimited is one of the highest-ranking companies for remote contracts and has recently won recognition on Clutch Awards and The Manifest. Shahzad thinks it is because of his team that his vision is gradually becoming a reality.

Shahzad values his workers and strictly believes in mutual growth. He always mentions each one of the senior members of his team in connection to IdeasUnlimited’s consistent upward track record.

With the same regard and passion, he wants to take the company forward in a way that it is rewarding for all those involved.

IdeasUnlimited is aspiring to become a company that meets the expectations of its clients at competitive pricing while the workers grow professionally, without being restricted by any personal circumstances.

Nick's vision for IdeasUnlimited

IdeasUnlimited gives me hope for all the conditioned workers in the labor force today—they too can work with a vibrant, growing company and build their remote careers. I will always be proud to have worked in an organization that values and builds its success with people, without discriminating or benching someone for something beyond their control.

It is a company that is future forward. It has the potency to help millennials choose their lifestyle as well as workstyle.

Shahzad Yaqoob has been successful in creating an organization that has commendable work ethics and quality of service while focusing on agility and technical standards required by their fast-paced, modern clients.

Shahzad has learnt the art of balancing life and work and not taking anything for granted. He is helping others strive for this balance too by believing in their strengths and conquering the odds set against them.

If you are interested in Shahzad’s complete narrative, you will find here a detailed question and answer session I had with the CEO of IdeasUnlimited. It is a story of his perseverance and personal struggles that have led to the success of many.

Please let us know your thoughts in the comments below.

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About IdeasUnlimited

Great Resources Served! How IU Services Can Be Used by Restaurants

By | Administrative Support, Backend Support Services, Call Center Support, Customer Service, Ecommerce Support, Multilingual Support, Receptionist Service, Remote Support Services, Technical Support, Virtual Assistant Support | No Comments

Eggs? Over easy. Bread? Rye and toasted. Ready? Order up! You allow customers to curate their dining experience, so why shouldn’t you, the restaurant employer? If you want to look for candidates outside of your little pond, expand your outreach, or have someone deal with the paperwork while you are in the chaos of a busy restaurant, IdeasUnlimited’s call center for restaurants is here to help you.

So how can IU assist you?

We specialize in empowering the “little guys”. IdeasUnlimited’s call center for restaurants does this through ecommerce support, administrative support, and providing call center support for small businesses. Now, you might be asking yourself, “Aren’t those jobs done far away? How will they help plate the food?” While you are correct that they can’t put the food together, a remote team can have a tremendous beneficial effect on the day to day operations of the restaurant. Culinary work aside, most businesses function under the same skeleton: they all handle admin, manage payroll, handle customer complaints, train their employees, all the while promoting their businesses.

This is where we come in.

Brand Management

Get ready to have the branding and sales assistance you need to take those profit margins to the next level and to stay competitive. It’s not just enough to serve good food: you have to draw the customers in so they can try it in the first place. This means getting the word out and building a reputable local and online presence. Our call center for restaurants team can create and post memorable social media posts after doing the research necessary to determine the demographic you want to reach or the niche you are looking to fill. Whether your target base is modernist hipster or upper class fine French diners, IdeasUnlimited is filled with qualified individuals who can conduct the customer survey for your target base and manage your brand by seamlessly blending with your brand image.

Sales Support

We can handle your digital marketing whether you want more in-house diners or a flourishing takeaway and delivery business. We excel at

  • Web and graphic design
  • Organic brand growth
  • Mass email marketing
  • Paid search engine advertising
  • Paid social media advertising

Confused about how a remote team will help you make sales? Find out more here. Our agents are experienced in converting leads to sales, retaining current customers, and designing marketing strategies to expand your customer base. Give us a chance and witness the improvement in your conversion rate.

Customer Support

Your customers can make or break your business, so you need to focus on enhancing customer relationships. The first step is figuring out whether you need an inbound call center solution. Our agents will field all your incoming calls, take orders, make reservations, delicately handle irate customers—improving customer satisfaction and increasing customer lifetime value. Word of mouth is incredibly powerful in your industry, and our agents will ensure that each one of your customers becomes a brand evangelist.

Multilingual Support

One of the premier resources at IU’s call center for restaurants is multilingual support, ensuring that you reach the customers you need, in a way that fosters a trusting patronage. We can do this by providing a receptionist service to field all incoming calls and make reservations. Or even by taking complaints and forwarding them, ensuring seamless customer service in the customers’ native languages. All of this would be done via call center support.

Business Management

Building a fantastic team is an often-unappreciated asset within the career world. Minimizing as much drama as possible keeps that heat in the kitchen, where it belongs. Let IU take the stress off of your proverbial plate with our premier services.

Our administrative support gives you the time to focus on the passions of the palate. We can take care of everything from handling schedules to managing all communication channels and taking care of documentation.

IdeasUnlimited’s call center for restaurants takes you from managing pantry ingredients, to posting jobs, and training servers to get ready for opening day. While you are plating, we are oiling the machine with flawless oversight of cash flow. IdeasUnlimited also cooks up some creative juices with our much lauded customer-satisfying ecommerce support!

These are some of the day to day business management services we offer to restaurants:

Administrative Support
Ecommerce Support
Inventory Management
Listing Management
Technical Support
Vendor Management
Payroll Processing
Job Listing Management
Resource Screening and Interviewing
Bookkeeping and Tax Preparation

Contact us and we will show you what we can do for your business. The results will definitely not lead to returned orders: the chef you hire at IU’s call center for restaurants will keep your tastes in mind.

Generation Z and Their Expectations from your Customer Service Agent

By | Call Center Support, Customer Service, Ecommerce Support Services, Multilingual Customer Service | No Comments

It is important to understand the product needs of your customer. It is equally important to learn about their spending behaviors and expectations from the customer services.

There exists no business today which can get a referral and customers’ trust without providing them a good experience at the hands of the customer service agent. An era has begun where the customer care center is as important as the good/service itself, sometimes even more. Every business now requires new stratagem from its customer service center to pave the path to success.

The key to better customer support is to identify the customer type and customer need as early as possible. Therefore, a customer service agent must undergo rigorous training to assess and satisfy customer needs and requirements without fatiguing the customer.

In today’s market, generation Z (people born from 1995 to 2012) is the most powerful consumer group. They have not known a world without the internet, they have experienced 2008’s recession, and they are used to receiving information quickly. There are many terms used to describe Generation Z as consumers, such as

  • Independent
  • Focused and determined
  • Competitive
  • Prefer self-service, personalization and accessibility
  • Fiscally prudent

Generation Z will represent 40 percent of American consumers by 2020, while their purchasing power is predicted to reach USD600 billion. Therefore, it is of utmost importance that your company’s support staff is trained and skilled to handle this influential set.

By keeping in mind the common characteristics in Generation Z consumers, your customer care center can serve them better. Setting up some rules to be followed by every customer service center representative can also be very helpful, such as:

1. Be honest, transparent, and loyal to your consumer

Generation Z does not prefer hierarchy and power structures. They are concerned with results and need solutions from you quickly when they cannot find them for themselves. Also, Generation Z is aware of marketing. They have shifted the focus from consumer to producer for brand loyalty. It is the consumer who has to be treated as gold to make repeated sales and give positive reviews on social media.

To serve Generation Z, the customer service agent has to be proficient in delivering the relevant information without taking much time. Additionally, the customer service agent should follow-up till the customer is fully satisfied and his/her requirement has been met.

2. Offer immediate and perfect solutions

Most people from the iGeneration look for self-help options and FAQs. They contact a customer service representative as a last resort, when they have reached a dead end. They expect personalized customer care and immediate solutions. They do not care about the company’s operations and procedures; they are only concerned with the solutions the customer service center can provide them.

You must serve them correctly and timely, otherwise they will move on to someone else!

3. Be available—24/7 and through all channels

This generation has not known the world before technology took over. They are always with their mobile phones and look towards tech-savvy options.

Customer care center leaders or managers need to focus and deliver through different means of communication. Thus, it has become crucial to adopt omnichannel support to deliver uninterrupted services at your customer care center.

4. Bad experiences will last forever!

This rule is the most important to remember. Studies have shown that more than 40% consumers do not forget bad experiences even after two or more years. And negative experiences are more likely to be shared on social media platforms. This implies a very long-lasting negative impact on a brand’s image.

From the receptionist service to the customer care center, every employee involved in customer interactions should be trained to build and uphold a positive image of the company.

Generation Z expects every customer service agent to treat them as their priority and offer quick results. This includes engaging them through channels they feel comfortable with, in languages they prefer and with the information that serves their purposes. They are well-versed in navigating and filtering through options. They are intelligent and make product comparisons often before finalizing purchase(s). They are also well-informed so they choose a more convenient yet economically safe product/service. Once they have selected your brand, they expect the customer service to be extraordinary and well-integrated to give a positive review and to keep them coming back.

To stay ahead of the curve and earn the loyalty of this crucial segment of your target market, invest in improving your customer service center right away!

Customer Service Call Center Helping You Capitalize on Online Retail's Growth

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

“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 service call 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 by using an experienced customer service call center, 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. Don’t wait for such a brand assassination and take a proactive approach towards your ecommerce website development. 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. Otherwise, you will lose the sale right away.

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 service call center support, 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, especially a customer service call center, at a 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 customer service 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. 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 service call center. 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 through its customer service call center. 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!

Technical Support Services at IdeasUnlimited

Technical Support: How It Can Improve Your Business

By | Backend Support Services, Remote Support Services, Technical Support | No Comments

Most IT companies heavily rely on the satisfaction of customers and ensuring this requires that the employees are properly trained from time to time. This can become a cumbersome process and if not done right, can not only become frustrating for the company but also for its clients. Those businesses that lack the budget, expertise, and staff to provide fast technical support to customers can work with a support services provider to deliver these services efficiently and effectively.

There are many benefits of having a strong technical support infrastructure, allowing businesses top focus on their core competencies instead of these backend and operational support issues.

1. Boosts Growth and Productivity

Without a technical support team, the other employees often have to multitask and handle their own responsibilities as well as talk to customers. This wastes a lot of time and reduces productivity. Having people dedicated to this task can let the employees run other aspects of the operations and this allows the business to grow.

2. Improves Customer Experiences

If customers feel like they can depend on the technical support service to help solve their problem, then the company is headed in the right direction. Even helping out clients with their trivial problems can form a positive image in their mind. This helps the business appear professional and dependable. A good impression in the customer’s mind will help retain them and recommend your products or services to others as well.

3. Reduces Chances of Refunds

Refunds greatly affect the profits of a company. Businesses in the IT sector often have customers who are not tech-savvy and need help using the product. With a proactive technical support team, such customers can be guided through the procedure, increasing the chances of them becoming regular users of the product or service. If the technical support is up to the mark, a frustrated customer can be turned into a satisfied one.

4. Builds the Company's Reputation

A satisfied customer is more likely to leave a positive review of your business. With the advent of social media, the reputation of a company has become more important. It is now easy to leave a review or rating for a certain product or service online. These comments are read by many people and that is why favorable reviews will help reel in more customers. The lack of technical support will only result in negative reviews and a bad reputation.

5. Solves Technical Issues Within the Company

Technical support also applies to issues faced within the business. A well-trained technical support staff can help run the company and prevent major hang-ups inside the office. The support team is always on call to help when glitches or errors appear. There is no longer a need to call outside the company for help.

Technical support plays an important role in all businesses but it requires a lot of personnel, software, and hardware resources. A much more budget-friendly option is to work with a company providing such support services like IdeasUnlimited. Our professional team can provide software, hardware, and server support through a multitude of platforms.

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

2019: 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!