After market research in the e-commerce industry, we can find that many of the best customer service are not recruited and managed by the store owner, but cooperate with the customer service outsourcing company, and the outsourcing company will provide customer service for the company, why?
Let's analyze the reasons:
1.**Customer service recruitment is difficult
Although the threshold of customer service is not high, but it is difficult to recruit a good customer service, the number of inquiries in the store has skyrocketed, and the lack of customer service personnel has led to the loss of customers, and the store owner is very headache.
2.Customer service churn rate
The marketing manager of the customer service outsourcing company has analyzed that the customer service industry has a large turnover rate, the customer service work is relatively single, the customer service work is not passionate, and the turnover rate is relatively high.
3.Outsourcing customer service** takes a long time
In the outsourcing company, it can provide 16 hours a day customer service** time, from 8 am to 24 pm, no gaps in shifts, even meals do not leave the job, and there are no Saturdays, Sundays and holidays. Waiting for customers to come to consult questions at any time, we will not miss every customer who comes to the store.
4.It's easier to outsource
After the outsourcing of customer service work, the store owner no longer has to set up his own customer service team, nor does he need to train customer service knowledge. The outsourcing company has a special training and management department, which will conduct more professional customer service training for customer service. The customer service is strictly selected by the company, and after strict assessment, it can officially take over the store. The company will also conduct training on new knowledge for customer service from time to time to better help customer service grow.
5.Save more money
Manager Qu of Beijing Mengmengke outsourcing customer service company has introduced that the outsourcing customer service company has its own office space and equipment, including the salary of customer service is also a low base salary, customer service relies on performance to earn commissions, and can better serve store customers, outsourcing companies will also have their own management departments to carry out unified management of customer service, many customer services work together, there is a platform for communication and learning, and outsourcing companies will also conduct training and assessment from time to time, so that customer service personnel can be familiar with store product information, Better service for the store.
6.Customer service management is difficult
Amateur customer service has not been in contact with customer service work before, a single customer service work is also a mess, one or two customer service is difficult to manage if the owner manages, but the regular company is different, there is a special management department will manage customer service, the company has its own rules and regulations, there are rewards and punishments, so that the customer service work awareness will be stronger, and the management will be simpler.
The above are the reasons why many ** will cooperate with customer service outsourcing companies for a long time. In fact, in addition to long-term cooperation, there are also a lot of short-term cooperation, and there are many such cooperation in ** activities.