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How Can A Call Center Complement Your Fulfillment Services? (Part 1 of 2)

This is Part One in a two-part series.

You’ve taken a step in the right direction and have decided to outsource your fulfillment services needs. Congratulations!

It’s an important hallmark for the future growth of your business and the improvement of customer satisfaction – but are you really getting all of the benefits of outsourcing? If you’re limiting your outsourcing to just fulfillment services you could be missing out on greater opportunities.

Communicating With Customers At Every Point

Your company communicates with customers across the entire buying cycle. From taking the initial order to handling any post-shipment issues, there’s a lot of interaction between representatives of your company and your customers. These interactions can make or break the reputation of your business – but far too many companies don’t have a reliable solution for these critical points in customer care. They either take on the burden of hiring and training call center employees in house, or they hire a separate third party that isn’t involved in fulfillment.

Not only do both of these options make it difficult for a company to ensure the quality of customer service, it also places the fulfillment process and customer service representatives in separate spheres of the business. Since the vast majority of customer calls are coming from individuals who have purchased from you, it makes more sense to keep your customer service department and fulfillment services tightly linked.

By using an outsourced call center in conjunction with your fulfillment services, you can bring your entire ordering process under one roof, save money and ensure that customers are happy with their purchase.

Specialization or a Wide Breadth of Services?

Running a successful ecommerce business takes a special approach – and it’s one that professional fulfillment services have mastered. They have specialized knowledge in ecommerce success, and a lot of the areas related to day to day operations.

Seeking out a fulfillment center that only handles fulfillment may seem like a smart move – but before you make the decision consider a hybrid provider. Hybrid ecommerce fulfillment services can help with the storing and shipping of goods as well as taking inbound customer service calls to handle orders, returns and other matters. Utilizing ecommerce best practices these hybrid providers can provide everything that customers – and your company – needs to ensure repeat business.

Read Part Two of this series here.

 

 

October 30, 2014
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