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What Makes Customer Service a Very Important Part of the eCommerce Industry?

The eCommerce sector has been in the limelight for its significant demand over the pandemic phase. In fact, the growth of eCommerce was so significant that its total market share in the retail sector increased significantly between 2015 and 2020. According to a report from Statista, the eCommerce share in the retail industry was just 7.4%, which bumped up to a whopping 17.8% in 2020. However, this is not it. The eCommerce market share is expected to reach 24.5% by 2025.

So, since the eCommerce sector plays such a significant role in the retail sector, it is important to focus on customer service and support operations through call center outsourcing. After all, it is an essential part of the entire eCommerce operations. So, let’s move ahead and discuss what makes customer service such a vital part of the operations.

Read along!

  • The Growing Customer Base

ECommerce might not be the biggest business sector in the world against the likes of telecom, yet the number of sales and customer base is quite at par. Moreover, the digital wave during the pandemic era was a great trigger for people to opt for eCommerce over physical retails.

So, at the moment, the customer base for the eCommerce sector is on the rising curve, which means there needs to be an active and proactive support system for them. Selling a particular product to a customer is not the end of the process, there is a lot more to that. Acquiring a customer from a lead comes full circle with satisfactory customer service that triggers a great positive brand reputation and loyalty.

And it is brand loyalty and reputation that boosts future sales and revenue generation. Of course, satisfied customers can be your brand advocates and help you with organic promotions in the form of reviews and recommendations on social media.

  • Not Everyone Prefers Self-service

Self-service is an essential part of offering multichannel customer service and support. Knowledge bases, FAQs, public forums, etc., are platforms that serve self-service for customers who don’t want to spend a lot of time connecting with a customer support representative.

However, it is almost a given fact that not all customers would prefer self-service since the DIY can be a little complicated for everyone to understand. For customers with such preferences, it is very important to offer other modes of communication and support. The other channels may include calls, live chats, email, social media, etc. Almost every call center in Cebu or other off-shoring hubs can help you experience customer service effectiveness for eCommerce.

  • Customer Retention is Easier than Customer Acquisition

Most eCommerce businesses may already know this. Acquiring new customers is not easy and involves multiple campaigns and investments to generate leads. On the other hand, converting present one-time customers into long-term loyalists better affects sales and revenue.

If you put this into business terms, the cost per lead for new customer acquisition is higher than the investment needed to retain existing ones. Plus, you don’t even need to implement separate campaigns in building customer acquisition through customer satisfaction.

Summarizing the Topic


With the help of an off-shore call center in Cebu (Philippines) or India, you can ensure that your eCommerce customer service is in the best possible shape. Moreover, an uncompromised and high-quality customer service campaign can also boost your revenue shoot your brand reputation to a never-before level.

So, not that you know the advantages of customer service, consider a call center outsourcing provider to take the task off your hands. This way, you can implement maximum effectiveness without spending too much on the process implementation.

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