How Retail Stores Use Customer Support Outsourcing?

Retail business for obvious reasons is in a dire need of customer support. Here we will explain how retail can make most use of customer support outsourcing.

Email Customer Service

We have gone a long way from the first electronic message sent in 1971 to the billions of emails sent and received every day. Customers believe email to be the most reliable and expert form of customer support out of all the options offered. It seems sense that 12% of customers still register their demands via email. The best thing about email customer support for retail stores is how inexpensive it is. Your agents have more time to reply, and they are able to send out quicker emails by using premade responses. One significant difficulty with email customer support is that, over time, it becomes challenging to keep track of every single correspondence. In such cases, you can make use of customer email management software for email conversion into tickets.

Live Chat Customer Service

Live chat is one platform that is rapidly gaining traction with both customers and business owners. Live chat customer service is 17–30% less expensive than a phone call. The explanation is straightforward: you cannot manage numerous consumers at once on the phone. Live chat provides customers with the quickest response times when you compare the various customer care methods. Customers can actually chat with an agent while working on other activities at the same time. You can also start providing customer service along with it. You can send pro-active chat messages to customers who have added things to their shopping carts but have not yet completed a transaction to kindly inquire as to if they require any assistance.

Chatbot Customer Service

People frequently connect with chatbots while doing their online shopping or placing a meal order to get answers to their simple questions. For instance, when a consumer types “where is my food?” the bot immediately responds with a live update and assists the customer. The use of chatbots is a fantastic approach to automate customer care and impress clients. Over the previous 12 months, 67% of customers worldwide have interacted with a chatbot to receive customer care. It is crucial to understand that it is not the end of the world if a chatbot is unable to handle a customer issue. In fact, bots can be utilized to direct customer interactions to the appropriate employees if the customer needs additional help. However, in spite of the cost cutting benefits and popularity, chatbots do not have unique human touch.

Phone Customer Service


We’ve all had phone conversations with customer care representatives at some point or another. Who could ever forget the feeling of receiving pertinent assistance without having to physically visit a store or office?  You’ll be astonished to learn that phone support is still the most popular customer service channel. The phone is the preferred method for 61% of US customers to contact customer support for retail stores. But why is customer assistance over the phone so common? In spite the fact that client conversations kick starts on digital platform, majority of them should be escalated to a phone call for receiving pertinent service. Additionally, an attentive human voice can make a huge difference when it is about building rapport with the customers.

Self-Service Knowledge Base

Modern consumers desire the ability to independently handle their basic questions and to feel empowered. Who would want to be put on line for five minutes or get a response via email days after an occurrence, after all? Self-service has become a glimmer of hope for clients who want to receive pertinent assistance with the least amount of effort. For straightforward inquiries, more than 60% of US clients prefer an automated self-service portal like a website or smartphone app. Self-service is an interesting concept, to be sure. You must concentrate on the UX and SEO of your support pages, though, if you want it to be effective for your company. Customers’ experiences suffer if important information is difficult to access.

Social Media Customer Service

Social connections between friends and family are no longer the exclusive purpose of social media. Every company today requires a solid social media strategy because just one tweet has the potential to ruin their reputation. Customer expectations for customer care on social media are soaring. 20% of US customers expect a prompt response to their inquiries or complaints on social media. This makes it even harder for your company to live up to such high expectations. You can reach customers in time, though, if you maintain a close eye on messages, posts, comments, and group discussions. You may demonstrate to potential clients how much you care about them by offering prompt assistance.

Interactive Voice Response (IVR) Customer Service

Customers can engage using their voice or a mobile keypad thanks to a technology known as interactive voice response (IVR). IVR systems can identify the customer’s issue and supply the appropriate information based on the inputs they provide. Basic client inquiries can be easily handled with IVR. For instance, the IVR may ask for the client ID and provide the needed information when a customer calls to confirm an appointment. An intelligently designed IVR can enhance the client experience. However, a poor implementation might defeat the entire idea and result in irate and dissatisfied clients. You must exercise particular caution because both a big and convoluted IVR menu and a short menu could omit key options, confusing callers.

Retail and eCommerce customer support are more than technology. It is all about your business intentions and how much you value your customers. For precise and valued customer support, outsourcing could be the best feet.

Also Read : Why Shopify Can Be the Best E-Commerce Development Platform

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