Tips for Setting Up Amazon Customer Support Outsourcing for Sellers
Amazon is one of the most popular online marketplaces in the world with more than 2.5 million active sellers and with about 25,000 of them generating more than $1 million in revenue. However, it takes more than simply having great products to increase your sales and building a loyal customer base. You also need to have quality customer support to give your clients peace of mind that you stand behind your products. Today we will tell you how Amazon sellers can set up customer support outsourcing to better serve their customers.
Why Outsource Your Amazon Customer Support?
For a lot of small sellers out there, keeping track of all the orders, shipments, feedbacks, and customer inquiries may not be an issue. However, if you are a large seller and have thousands or even millions of items available on Amazon, it can become extremely time-consuming to manage the customer service process yourself. While it is possible to set up a customer support team in-house, this will also require significant time investments and specific expertise. All of this time would be of better use running your business. This is why a lot of the top Amazon sellers outsource their customer support needs since it saves them a lot of time and money.
Now that we know all of the benefits of Amazon customer support outsourcing, let’s take a look at how to go about the process of actually setting up your remote team.
Start With the Customer Support Processes
You know your customers very well since you interact with them on a daily basis. You know how they will react or think in certain situations of scenarios and it is very important to create a standard operating procedure for, at least, the most common ones. There are several benefits to such an approach. First of all, it will speed up the issue resolution process since the necessary course of action is already predefined, but also it will allow new customer service representatives to learn about your customers and communicate with them effectively. The outsourcing provider that you choose will usually adapt to your procedures, so make sure to clearly state all of your preferences from the very beginning.
Hire Experience Customer Service Representatives
Even though you have your standard operating procedures, it is always a good idea to hire people who already have experience with Amazon customer service. This is because Amazon has very strict customer service policies and there is an entire culture beyond the way it was set up. When you hire customer service representatives who already have experience working with Amazon customer service standards, you will not have to teach them all of this, which will save a lot of time. In addition, it is also a good idea to hire people who have some sort of customer service experience. This way they will already know how to properly address clients, how they need to be treated, and other important details. A lot of people assume that such decorum is common sense, but in reality, it takes a lot of training to get this part exactly right.
Make Training and Onboarding a Priority
We touched on the importance of training already, but it is very important that you don’t simply hire someone and just send them off to work. During the onboarding process, you need to tell them about your business, how you go about certain things, meet their coworkers, and other important details. Even if they have previous customer service experience, you have to remember that your company is unique and they will need to fit into your working culture. A smooth onboarding process will allow new hires to get a better feel for their new working environment and start building relationships with the people around them.
The training part is just as important since this is where you will be teaching new team members about your specific procedures and improving their skills. It is very important to provide new hires with feedback on a regular basis to give them an understanding of what they are doing well and what needs to be improved. This will allow them to set their bearings and help them keep moving in the right direction and it will also let the person feel like they are a part of something bigger, which boosts morale and motivates them to achieve greater goals.
Mindy Support Can Handle All of Your Amazon Customer Support Needs
At Mindy Support, we have our own training process to help new team members learn all of the customer service processes and enable them to start contributing quickly. We are one of the largest BPO providers in Eastern Europe with more than 2,000 employees in 6 locations all over Ukraine. Our size and location allow us to source and recruit candidates quickly and our rigorous QA processes ensure all of the work is done correctly the first time. This also allows us to scale your team without sacrificing quality. This is why SMEs, Fortune 500, and GAFAM companies trust Mindy Support with their BPO needs.
October 2nd, 2020Mindy News Blog