Understand the Effect of Digital Shift in Customer Behavior And How Outsourcing Can Help

The pandemic had made businesses shift not only work arrangement but transactions and interactions in various industries shifted from in-person to online. But since it was an unforeseeable crisis, the digital shift was not something businesses had prepared for. As companies adapt, it has made them become digitally dependent to maintain normalcy on their business operations.

This is where the rise of e-commerce has come about. The buying and selling trade has radically changed from physical stores to online stores and the shift in the customer’s buying habits means less people are shopping in stores making the demand on online shopping and e-commerce more relevant. However, e-commerce is a new business discipline that not all companies are experts with.

To keep business in full, understanding the psychological behaviour of your customers allows you to identify the challenges of online trade is your step forward to success. Knowing these coupled with outsourcing will help you increase customer satisfaction and improve the customer experience.

Online Shopping Behaviour:

According to Behavior Change Model of Dr. BJ Foggs from Stanford University, buyer’s drive to purchase are based on three basic elements:

Motivation – to purchase based on the promise of pleasure, avoidance of pain, a sense of hope or fear or the promise of social normalcy which are very apparent in this pandemic.

Ability – to buy, this refers to financial ability, knowledge or time required to purchase or use your product.

Trigger – or ‘something’ that prompts the potential consumer to take action, right now, and click buy.

Understanding the buying habits of people in the time of pandemic will enable your ecommerce business

to strive and adapt. You can leverage on this to create marketing strategies that will speak to your target audience.

How can outsourcing a team of customer service support help?

As online shopping becomes the new normal with 129% year-over-year growth in U.S. & Canadian ecommerce orders as of April 21, and 146% growth in all online retail orders, having an outsourcing partner will help maintain your online store and eventually can grow your ecommerce platform while you focus on your core business and create your brand. Other benefits of outsourcing are:

Omnichannel eCommerce Support

Online orders should be managed on a daily basis from payment, shipping, answering inquiries up until the delivery of the items to the customer properly and on time. Therefore, this requires more manpower from customer service, email inquiries, order trackers among others. And building different teams with different expertise can be very expensive and time consuming. But with outsourcing, they can build you an omnichannel support team that can manage front-to-end customer support.

Operation Cost Savings

As mentioned on point 1, building a front-to-end customer support team can be costly. But, with the right outsourcing partner, you can save about 70% on upfront and ongoing operational costs from having an inhouse service. With an in-house team you have to consider that significant investment is required such as systems integration, web development, back office support and other operational logistics. But a trusted outsourcing partner already has people, processes,

technology, and security in place that are both tried and tested.

Industry Experience in Tracking Inventory Sales

SMBs are unlikely to achieve a full economic scale because the volume of work for the business requires industry expertise. Doing it alone also means less efficiency at managing orders, maintaining your online store and rapidly fixing problems as needed. But having an outsourcing partner that has expertise with the business increases productivity thus increases revenue by sharing industry knowledge and experience into your operations to help improve your overall business model and ensure that customer satisfaction is met.

Lastly, find an outsourcing partner with a High Net Promoter Score (>60). Why?

Net Promoter Score (NPS) helps businesses gauge the quality of the customer service offered by outsourcing companies. In a way, this represents the primary way customers survey their experience because it means that their clients are happy which results in customer loyalty and retention. It also showcases how well the outsourcing partner is performing, how often they resolve issues, and if their clients are satisfied with their experience. A High Net Promoter Score (>60) results in a sense of security and peace of mind in terms of client satisfaction and quality business operations.

All these qualities and more can be found with the right outsourcing partner who can provide a customized, high quality social media management into your business solutions and promise the following:

Operational excellence
Build a great social media team specifically designed for your unique CX support needs
Operational cost savings of up to 70%
90% customer satisfaction
95% response rate in social media platforms
Increase customer and brand loyalty
ISO 27001 and 9001 certified and GDPR, HIPAA, and DPA2012-compliance
71 Net Promoter Score: Sense of security and peace of mind

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.

We can build you a great, high-performing CX team:

Social Media Managers
Online Community Managers
Customer Care Representatives (Omni-channel)
Chat / Email Support Representatives
Technical Support Representatives
Market Research Analysts
Others

Infinit-O is the trusted customer-centric and sustainable leader in Business Process Optimization to Small and Medium businesses in the Financial Services, Healthcare and Technology sectors by delivering continuous improvement through technology, data and people.