Why You Should Outsource Ecommerce Customer Support In India To Boost Your Customer Acquisition & Sales

The eCommerce industry in India is booming, with its market growing at a rapid annual rate of 17.7%. Several studies and research have indicated that the Indian eCommerce market will likely be valued at over $2.5 billion by 2025. However, companies in the United States and other countries worldwide have often hesitated to outsource eCommerce customer support in India. At a time when big brands across industry verticals have trusted Indian BPO companies with their customer engagement responsibilities, eCommerce companies continue to shy away from engaging in the professional services of a BPO company in India.

In this article, we will help you understand why outsourcing your ecommerce customer support to a BPO company in India can prove to be a masterstroke, helping you boost customer relationships, brand loyalties, and revenue generation.

Why Should You Outsource Ecommerce Customer Support In India?

As an eCommerce business owner, you must understand that efficient customer support and superior CX (customer experience) management are key to the growth and success of your eCommerce business. Customer service, in general, is a critical aspect of any online business and can be one of the most crucial factors contributing to the business’s success. If you fail to deliver satisfactory customer service, you will likely face numerous challenges in retaining existing customers and attracting new ones. Due to the lack of satisfactory customer experiences, people will have little incentive to return to your brand and make another purchase. It’s quite simple; if customers do not get what they want from your brand, they will not stick with you. As a result, you will lose a ton of revenue from recurring sales to your current customers.

Therefore, delivering satisfactory customer experiences is a “must,” and an eCommerce call center in India will help you achieve that. Furthermore, the customer service industry in India is a thriving market with millions of talented customer support experts. India has some of the best customer service professionals in the world, making them ideal for outsourcing ecommerce customer support. The agents are well-trained and highly skilled at their jobs, which means they can handle any problems arising during your business’s operation. This will enable you to dedicate top industry professionals to your customer support operations.

Offer 24X7 assistance to your global customers with an eCommerce call center in India

Outsourcing eCommerce customer support teams to an eCommerce BPO company in India will enable your business to offer 24X7 assistance to customers across the globe. This can greatly benefit you, as it will allow you to focus on growing your business instead of dealing with administrative functions. Your core staff members can dedicate all their efforts and time to business-critical responsibilities and improve outcomes to deliver better products and services to your global customers. In the meantime, you can outsource eCommerce customer support in India to ensure professional customer interactions that guarantee superior CX management. Together, this will ensure a satisfactory experience for your customers, with the focus being on superior customer engagement.

Customer support is an important part of any eCommerce business, and its success largely depends on how well the eCommerce brand handles customer relationships. With a dedicated team for handling all types of inquiries from customers, you will have more time available for other tasks like product development or marketing campaigns. This will also help you deal with customer grievances efficiently, as trained agents will handle daily calls from unhappy users and provide customized solutions. Additionally, you will be able to save a lot of money on operational expenses by choosing to outsource eCommerce customer support in India.

Outsourcing your customer support to India can cut your expenses by as much as 50%

The cost of living in India is significantly lower than in other countries in the Americas or Europe. As a result, it is much cheaper to hire employees in India than it would be if you were doing the same thing in Los Angeles or London. Hence, outsourcing your customer support to an eCommerce call center in India will help you save money on labor costs alone. If you’re looking for an example of how much money this could save, consider this: According to Glassdoor’s 2018 salary survey, the average US-based employee makes $43 per hour while their Indian counterpart earns just $2 per hour. So, according to these estimates, even hiring two call center operatives in India instead of one back home could help you save anywhere between 50% and 75% on salaries alone!

Of course, some additional benefits are offered to employees in the Indian BPO sector. However, that does little to change the fact that labor costs in India are much lower than in the US. Moreover, BPO companies in India also receive plenty of financial grants and tax benefits from the government. This allows them to reduce operating costs and offer highly competitive prices to global eCommerce clients. At the same time, when you outsource eCommerce customer support in India, you can dedicate more human resources to your customer support operations without increasing your operating costs. This will help you increase your operational efficiency and improve outcomes for your eCommerce business.

As a brand, you have a lot to manage. You need to keep track of your customers, make sure they are happy with their orders and products, manage complaints from dissatisfied customers, and resolve them promptly. Outsourcing your customer support operations to an eCommerce BPO company in India will help you focus on these vital functions while trained call center agents handle customer engagement.

Critical aspects that make eCommerce call center outsourcing to India the best option for your business

By choosing to outsource eCommerce customer support in India, you can improve the customer satisfaction rate among users. As a result, happy customers will leave positive reviews online and promote your brand among friends and family. However, there are a few critical aspects of call centers in India that make them the best for eCommerce brands that need to outsource their customer service. These include:

• Cost-effective services

As already discussed, you can save as much as 50% on your operating costs when you choose to outsource your ecommerce customer support in India. In addition, equipment expenses are much cheaper in India. As a result, Indian call center companies can reduce their operating costs even with the latest industry-specific infrastructure.

• High proficiency in English

Proficiency in English is a must for any business with global operations and customers. It’s the language of commerce, and you will likely face numerous communication challenges without brand representatives that can speak the language well. English proficiency is a skill that can be learned, improved, tested, and demonstrated by anyone who wants to learn it. Thankfully, call center operatives in India have incredible proficiency in the language, often communicating with global customers in their native accents.

• Influx of technology

India is a hub for IT and technology with a large pool of skilled and proficient staff who can always help customers with their queries. When you engage an eCommerce call center in India, you will likely find that industry professionals have more experience working with computers or software systems than many other countries do. This knowledge and experience help the call center operatives to help customers with multiple technical issues, even if they aren’t certified by technology institutions.

• Skilled and proficient staff

The first rule of customer support is to understand customer issues accurately. Hence, customer support operatives need incredible patience to have customer-centric interactions, understand their emotional conditions, empathize with them, and deliver personalized resolutions. When you outsource eCommerce customer support in India, you will have access to trained call center operatives that can efficiently de-escalate any situation and ensure superior customer experiences.

Engaging an eCommerce call center company in India can add great value to your business, enabling you to deliver positive customer engagement and build brand loyalty. This will invariably increase your customer retention numbers and translate into greater revenue through recurring purchases from your existing customers.

India is the future of customer support outsourcing for global eCommerce businesses

India has always been a popular destination for global companies that needed to outsource their customer support operations to a professional BPO company. Initially, brands chose to outsource eCommerce customer support in India to save money on operating costs. In addition, some eCommerce brands also viewed customer support outsourcing as a means to reduce the workload of their core team members. However, the role of call center companies in India has changed over the past decade, with BPO companies taking on additional responsibilities to resolve various problems for their global clients. In the current business landscape, your customer support partner will be responsible for all customer engagement activities, helping you create happy customers and a positive brand image.

In addition, the activities of your customer support partner will also impact your core business functions. You can take the load off your core staff by handing over customer interactions to an eCommerce call center in India. As a result, they will have more time and valuable resources to dedicate better efforts to their core responsibilities and produce improved outcomes. This will help you deliver better products and services to your customers and ensure superior customer experiences. At the same time, satisfactory customer relationships and positive brand loyalty will also help you boost revenue generation and increase your business’s productivity and profitability.