There’s no doubting that the ecommerce market has been on a meteoric rise for years. And who can blame consumers for wanting to shop online from the comforts of their home, avoiding traffic, long lines at the register and the inventory limitations associated with brick-and-mortar businesses? But when COVID-19 hit, ecommerce really exploded.
According to the International Trade Administration, global ecommerce revenues received an additional 19% sales growth for 2020 due to the pandemic. That progress is expected to continue, with analysts forecasting the market to grow by 50% from 2021 to 2025. Assuming that forecast holds, can you confidently say that your ecommerce business is equipped to handle what will likely be a significant increase in customer service need? If your answer is no, here are three reasons to consider ecommerce customer service outsourcing with ShyftOff.
We’re very familiar with the way seasonality can present ecommerce businesses with severe customer service challenges. For instance, consider a retailer that slashes prices prior to Christmas or a jacket manufacturer gearing up for winter. In these cases (and myriad others), these scenarios will inevitably drive more calls and emails to the company’s contact center. Traditionally, a business may have staffed up or down depending on the season, incurring loads of time and money in doing so. But ecommerce customer service outsourcing with ShyftOff eliminates those inefficient practices.
Because we use the GigCX model in placing certified agents on our customers’ accounts, we can seamlessly staff up or down as our agents self-select their schedules via 30-minute microshifts. If a customer lets us know that they need more (or fewer) agents due to a certain time of year or a targeted marketing promotion, we simply update the number of slots available for agents to choose from. It’s that easy.
In a traditional contact center where agents work eight-hour shifts, there will inevitably be some downtime. Whether it’s the simple act of grabbing a cup of coffee or sitting by the phone during off-peak times, it’s not realistic to expect an agent to be working the duration of their shift—but businesses must pay them whether they are or not. One of the most impactful ways that ShyftOff and the GigCX model can help your business is by saving you money.
ShyftOff’s approach to ecommerce customer service outsourcing means that you only pay agents for the time they are working those 30-minute microshifts. We can analyze your call patterns and customer behaviors to always schedule a suitable number of agents for the hours that you’re open. This model has enabled businesses working with ShyftOff to save an average of about 30% over what they might spend in staffing with a traditional in-house contact center.
As the owner or leader of a successful ecommerce business, there are probably a lot of things you do exceptionally well. But as you may have learned by now, customer service management requires a unique skill set that not everyone possesses. Fortunately, that’s all we do at ShyftOff, and we have the experience your business needs to improve customer service operations.
Ecommerce customer service outsourcing with ShyftOff can result in you landing more qualified and knowledgeable agents. About 80% of our agents are college-educated, and 40% hold a position elsewhere equivalent to a manager level or above. Our model facilitates flexibility, which allows agents to work on their own terms and not be subject to the traditional eight-hour schedule. By empowering people to work around their other passions and interests, we’ve found that we can reduce the rate of burnout and avoid job dissatisfaction.
Ready to learn more about ecommerce customer service outsourcing with ShyftOff? Reach out today, and let’s talk.