With the entry of e-commerce into thousands of households, there are more and more activities, among which the most eye-catching is 618 and double.
Ten. 1. Double 12, because the activity is strong, practical, and has many customers, so at this time, there will be many Tmall** choose to outsource customer service. Today, we are going to analyze the reasons why Tmall** chooses to outsource customer service when doing activities, let's find out together.
1. It is difficult to recruit personnel
In fact, for customer service recruitment, professional customer service is actually very competitive, and the professional intensity of customer service is not high, and the store owner needs to spend energy on training and management, etc., while the professional outsourcing company has a special management training department to recruit customer service personnel for a long time.
2. The conversion rate has been difficult to improve
Manager Zhou of Mengmeng customer outsourcing customer service company once introduced that professional Tmall customer service outsourcing companies will conduct targeted training around sales skills, speech skills and other knowledge during training, and Tmall customer service will become more and more proficient in using these skills under continuous attempts to improve the conversion rate of the store.
3. The cost of self-employed personnel is large
Many ** are distributed in first- and second-tier cities, and the labor expenditure in first- and second-tier cities is relatively large, considering that personnel salaries, benefits, subsidies, insurance, etc. are a large amount of expenses, and outsourcing customer service companies are generally distributed.
Fourth- and fifth-tier cities, and even county-level cities, have much lower personnel costs, so this has affected many people who choose to outsource to customer service companies.
4. The self-recruited customer service level is not professional
Now there is a shortage of professional customer service talents in the e-commerce industry, so the store owners recruit Want Want are some industry whites, and a lot of understanding of this industry is only at the level of answering customer questions, and they don't know anything about how to guide customers, communication skills with customers, sales skills, etc., which also leads to the level of customer service is difficult to meet the needs of customers, and most of the store owners are based on the source of goods, and they don't know much about the training and management of customer service, so outsourcing services have become the best choice for store owners.
5. Improve customer service time
Meng Meng customer outsourcing customer service company Zhou manager once introduced, outsourcing customer service company can ensure 15 hours a day without gaps in the replacement shift, will not let the store miss any order, customer service holidays are there will be someone to serve customers, professional customer service can respond to customer problems in a timely manner, has a wealth of practical experience, can know how to communicate with customers, and correctly guide customers to complete orders.
This is the reason why Tmall** chooses outsourced customer service when doing activities, and because of these functions, outsourcing customer service has slowly gained a firm foothold in the market and has become a trend in the industry.