In this era of rapid development of the Internet, distance is no longer a limitation of people's shopping, and cross-border e-commerce has entered people's lives. Because of the emergence of cross-border e-commerce, the business of outsourcing customer service companies has also been expanded, and the next thing we need to understand is the method of choosing a cooperative outsourcing customer service company across borders.
1. Clarify the best needs
Before choosing an outsourced customer service company, merchants should first clarify their needs and budget. The marketing manager of Mengmengke outsourcing customer service company once suggested that different outsourcing companies may be good at different fields, and the charging standards are not the same. Merchants need to choose the right outsourcing customer service company according to their actual needs and budget range.
2. Search and filter
Through Internet search, social networking, word-of-mouth, etc., merchants can find some customer service outsourcing companies. Then, based on the initial understanding, filter to exclude some companies that clearly do not meet the needs. There are a few main points to look at:
1) Check the company's business license, tax registration certificate and other certificates to ensure that the company operates legally
2) Check the company's establishment time, team size, office space, etc., to determine whether the company has the ability to undertake the project;
3) Check the company's past cases, customer evaluations, etc., to understand the company's service level and reputation.
3. Look for an experienced company
Choose companies that have a lot of experience, especially in the e-commerce space. They understand the characteristics of the e-commerce industry and the needs of customers, and are able to provide higher quality services.
4. Verify the company's reputation
Check out the outsourcing company's customer testimonials and case studies to understand their reputation. Store owners can verify their credibility through customer feedback, social networks**, industry forums, and word of mouth.
5. Consider multi-language support
Cross-border** is operating in an international market, so make sure your outsourcing company can provide multilingual support to meet the needs of customers in different regions.
6. Inspect the quality of outsourced customer service
Customer service is the only person that buyers contact after entering the store, so the quality of customer service represents the image of **. Manager Yu of Mengmengke customer service outsourcing company once said that whether the outsourcing company is credible can be judged by examining the quality of customer service quality, customer service communication skills, and the effectiveness of the company's training. Main Investigations:
1) Service response time: whether the outsourcing company can respond to the needs and problems of the merchant in a timely manner;
2) Service professionalism: whether the outsourcing company has professional customer service knowledge and skills, and can provide effective solutions to the problems of merchants;
3) Service attitude: whether the outsourcing company can actively communicate with the business and provide intimate and enthusiastic service.
7. Sign the contract
After the merchant and the outsourcing customer service company reach a cooperation intention, they need to sign a contract to clarify the rights and obligations of both parties.
Note: It must be a formal contract, and a formal contract has legal benefits.
The above is the method of choosing a cooperative outsourcing customer service company for cross-border **, and I will share it with you here today, see you in the next issue!