Call center for e-Commerce
Grow your e-Commerce business with call center services
Today’s e-Commerce businesses face tremendous
opportunities. Thanks to multiple media channels, they can easily generate 100s
to 1000s of sales per day. Midsize and large companies clock in over 10,000
sales per day. And sometimes they can pull in significantly more.
Moreover, many can generate recurring income from those same sales via
subscription plans. Loop helps e-Commerce companies capitalize on those
opportunities by providing great sales teams to attract new customers and
world-class customer support to keep them.
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Industry hurdles: challenges facing e-Commerce
Ecommerce companies face a wide variety of challenges. They must strike the
balance of getting the benefits of high-performance sales and world-class
customer support while keeping costs in check.
Here are the major areas where customers may be lost…
- Technology Overload. Most e-Commerce companies deal with a variety of different tech simultaneously (e.g., One-shop software like Shopify, product return software, payment software, software for managing refunds, etc.). This can be a challenge for customer support teams to master, leading to potential losses in revenue, productivity, and retention.
- Difficulty building a skilled e-Commerce call center team. Some e-Commerce businesses may want to grow a world-class call center team in-house. But those teams face the learning curve of mastering multiple areas (e.g., customers, touch points, technology, etc.) in a short time. In addition, they can struggle to find and attract top call center management talent. Many businesses may also lack in-house support functions to help the team function at its best.
Avoid These Additional Common Call Center Pitfalls
1) Unanswered calls
If your call center closes at 6:00 EST, that’s 3:00 in the afternoon in California. Anyone unavailable during business hours -- whether they call you or you call them -- will be missed. All those sales will be missed too.
2) Uninformed agents
You can tell when an agent doesn’t know what they’re doing -- which is usually the fault of bad management. Customers get angry, the company looks like trash, and the agent takes longer on the call, which costs more since agents are paid by the hour.
3) Losing out on sales from your marketing
Many companies lose 25% - 40% of inbound sales from callers who saw the marketing but aren’t convinced. A simple order taker won’t close the deal. These are complex sales. Callers have questions and concerns; they need to be persuaded.
4) Missing out on cross sell and upsell opportunities
New customers are extremely receptive to cross sells/upsells. So if you’re not taking advantage of this, you’re leaving money on the table -- especially premium products. This is a great way to grow your business enormously.
5) Poor customer service
Unhappy customers leave. Happy customers stay, renew, buy more. The secret? Use a call center that provides quality support, proactively identifies problems, and fixes them. Do that and cancels will go down while sales go up.
6) Not saving cancellations
We usually convince 25% (or more) of cancels to stay. Most companies don’t even bother or the save attempt is very weak. Email/website cancels are almost never called back, so none of them are saved.
7) Payment problems
It’s madness to lose customers over credit card declines or other payment problems. It usually just takes a call to resolve the issue or convince your customer to continue their subscription.
Our call center will handle all these challenges. We will also provide a high-performance sales team for your e-Commerce business.
How can Loop Contact Solutions help your e-Commerce business thrive?
- Customer support: We build loyalty by giving each customer world class treatment
- Sales: Our agents will continuously expand your customer base through subscriber acquisition, cross selling, and upselling
- Retention: keep current customers, win back expires, save cancels, and retain failed autorenewals.
Provide 24/7 world class customer support5
For customer service issues, our agents will:
- Answer calls, emails, and live chats quickly
- Ensure requests/problems are resolved immediately and with empathy
- Assist new customers having problems accessing their subscription
- Be available during hours that are convenient to the customer
- Reignite appeal for subscribers who are losing interest in a product
Grow your sales and increase your customer base
To expand your customer base and enhance sales, we will:
- Increase conversion rates on inbound calls from marketing campaigns
- Make outbound calls to prospective customer leads
- Follow up on incomplete order forms and trial subscriptions
- Bring in new customers from outbound calls to leads and live sales chats
- Cross sell new customers to other product and service offerings
Capitalizing on Cross Sells and Upsells
Inbound calls (customer service, purchases, and onboarding) create opportunities to cross sell and upsell. Outbound campaigns to active customers are also great ways to cross sell and upsell. We can often get a 10% to 15% (or more) conversion from customers we speak to. There are several angles our agent can take:
- Cross-sell-at-birth: convince customers to add another product at the same cost;
- Cross sell premium products and services: encourage low-priced and premium customers to buy premium products;
- Upsell premium/high-priced products/services to active low-priced customers who never purchased a premium product before -- this is the Holy Grail of cross selling.
Cross selling and upselling have a double benefit: 1) Most importantly, it
brings in revenue;
2) By introducing other products and services through cross sells/upsells,
active customers may enjoy an expanded interest in your products.
Win Back 20% of Autorenewal/credit card Failures
According to Forbes, American credit cards expire about every 4 years. That means that about a quarter of your autorenewal customers are at risk of failure. If there is a major security breach like there was with Target or Sony PlayStation a few years ago, the number of cards going out of circulation can be significantly higher -- as millions of cards are canceled as a result of the hack. This doesn’t include lost, stolen, cancelled, over-the-limit, and fraud alert cards. Altogether, this is a lot of potentially failed autorenewals, and a lot of money left on the table.
We are experts when it comes to convincing your customers to renew -- even if they were not planning to. Our agents can usually retain 20% or more failed autorenewals when speaking to the customer -- which can usually more than cover the cost of this service, and then some.
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Prevent Cancellations
Most businesses see 15% to 20% cancellations annually. There are many
different reasons for cancelling (not just cost), so we train agents to identify
the reason for cancellation, find a solution to the problem, and provide an
incentive to retain the customer.
We do the same thing for cancellations that come through email and website
channels. Since these vehicles don’t allow the opportunity for a dialogue
between the agent and customer, we follow up each request with a phone call.
We will communicate with customers through the channels they prefer
Our agents are multiskilled, so they can flow effortlessly across channels to maximize their productivity.
- Phone
- Live chat
- Social media (Facebook, Instagram, TikTok, You Tube)
We prepare agents for high-volume calls/emails/chats during
- Major Holidays including Thanksgiving, Black Friday, Father’s Day, Mother’s Day, Christmas, and New Year’s Eve/Day
- During successful large-scale marketing campaigns
- Retention strategies, tactics, scripts, offers, and rebuttals
- Unusually high numbers of cancellations, refunds, or product returns that need to be addressed with calls
- Technology problems affecting multiple subscribers
We will build a customized, high-performance team of experts for your business
A seasoned call center expert is dedicated to your account. We make sure they
will spend at least a solid week intensely studying your business, customers,
products, marketing, sales, and technology.
We also provide a series of “train the trainer” sessions using Zoom video so you
can easily transition knowledge from your expert to our expert. We use this
material to create …
- Customized sales and retention We provide you with strategies, tactics, scripts, offers, and rebuttals.
- End-to-end support processes Call flows, lists of customer requests plus the correct step-by-step process to resolve each, as well as a complete knowledge base about your services and processes.
- Detailed step-by-step processes This includes screenshots for any technology plus a variety of scenarios including sales calls, cancellation requests, customer service contacts, etc.
- Formal agent training program Educate agents about your products, services, customer profile, customer service programs, salesmanship, retention methods, and quality assurance.
- Quality Assurance Program guidelines, score cards, performance management reviews, performance management processes, and more
Case studies
See how leading organizations across all industries rely on Loop to create world-class customer support.
See how OneBlade transformed its backlogged customer service center into a high-performance asset with Loop’s elite support team.
Our numbers
Inbound Conversions
Saves
Quality Score
ROI
What our clients have to say
Try us for 90 Days and see real tangible results
before you make your decision
Talk to an expert!
Thinking about outsourcing? Send in this form and we'll set up a call right away.
US: 1 855 947 5667 (LOOP)
UK: 44 20 8077 0673
AU: 61 2 8073 5261
sales@loopcontactsolutions.com
support@loopcontactsolutions.com
111 Paseo de Roxas Ave Makati,
Metro Manila,
1229 Philippines
Certifications
Call center services for e-Commerce businesses
We provide inbound and outbound call center services with highly trained, dedicated agents, through phone, email, live chat, and social media
- World class customer service
- Inbound phone sales
- Outbound phone sales
- Cross selling
- Upselling
- Premium, high priced publication sales
- Early renewals and upgrades
- Saving cancels and refunds
- Outbound phone saves to customers who cancel via email or in the membership area
- Outbound calls to save failed subscription autorenewals
- Winback former customers and expires
What you get
Specialist sales, support, and retention call center
Founder Jesse Rosenthal and Loop's senior leadership team have decades of experience helping many of America's biggest brands to build and run world-class support services and high-performance call centers for e-Commerce businesses.
Specialized solutions and services
We have studied the customer journey of various businesses and learned their pain points and opportunities. From that, we've developed our exclusive approach to maximizing acquisition & retention at key points throughout the customer journey. Our services are customized for each client, enabling us to start up new high-functioning call center services quickly.
Strategic planning and process creation
We create and customize processes for each product we will sell and support. We also plan for every communication channel, whether its phone, email, live chat, SMS, or social media. Our processes are then cascaded to our agent teams via an in-depth formal training program.
- e-Commerce services - we create strategies, tactics, offers, and more.
- Customer support services - we create end-to-end processes, a knowledge base, call flows, quality assurance programs, and more.
Fully utilized agents who can do phone and email sales & customer service
Each agent is trained separately for each of your products and
services to be able to handle your call center needs. Our agents are trained to
dial outbound to your customers, take inbound calls, and respond to inbound
emails or website chat inquiries to sell, cross-sell, or upsell your products
and services.
In addition, we maximize productivity by training our agents to be multiskilled.
That means the same dedicated agents can provide you with customer service AND
sales support. We do this while maintaining the highest compliance standards in
all channels and service types, including TCPA, US Federal and State Do Not Call
Lists, and other regulations.
Premium management, support, and frontline agents
Our main office is headquartered in the Philippines, the world capital of call center support services. This gives you instant access to the world’s best talents primed to help you grow. Loop attracts and develops these talents with its world-class talent acquisition and training programs.
Talent Acquisition
Our dedicated HR team selectively handpicks only the best candidates. We use a multilayered screening process to ensure we hire great agents for your account. The process includes…
- Follow-up interviews by the manager or supervisor running the account
- Requirement scoping
- Talent sourcing
- In-depth tests to evaluate candidates spoken English abilities, typing, attention to detail, sales and customer service aptitude, professional demeanor, reliability, and more
- Initial interviews
- Final pre-employment background checks, references, drug testing, and other due diligence
Training New Agents
After selecting the right candidates, our Operations team
trains them to become top-performing agents. Our professional call center
trainers typically provide 40 to 80 hours of training to newly-hired agents.
Near the end, they’re tested and certified. And they ONLY go live if they pass.
Once they go live, we have a ramp-up plan where they begin with simple tasks,
gradually moving into more advanced tasks.
For example, if you have 10 products or services, they'll begin with a few and
branch out over the first few months to all 10. Soon, they'll deliver
world-class customer service and exceptional sales results to customers of all
of your products and services.
Then, once fully trained, you have a high-performance team dedicated to you,
smashing sales and/or customer support goals, demonstrating expertise in your
business, and delivering reliable results and quality.
Refresher Training
We conduct regular refresher training programs to ensure
they’re properly representing your brand. And we keep on top of all changes to
your business. When your products and services change, website changes,
processes change, tech change, or you launch new marketing campaigns, the
manager or supervisor assigned to your account studies the changes, updates or
creates new processes, strategies, tactics, scripts, and training materials, and
uptrains your team, so everyone's using the most-recent and best information and
processes.
From this you get a world-class team delivering world-class support and
high-performance sales.
Save money and scale your business
We give you the right number of dedicated, skilled, trained agents for your business without overstaffing (and overspending). As your business’ phone, email, and chat needs grow, we add agents. If you need to scale back, we can do that too.
Project launch team of senior
e-Commerce experts
You will get a seasoned call center operations manager with extensive experience in e-Commerce. We will immerse ourselves in your business, build and launch your new service, and manage the team as performance ramps up, to reliably achieve great results.
All-inclusive
For one simple monthly fee, you get the people, processes, and technology of a premiere call center service. We will continually improve our processes to achieve your goals. Plus, as your business changes, we will update our customer support programs and sales tools, and retrain your agents – all for one monthly rate.
How it works
Frequently Asked Questions
Our proven, data-driven processes help ensure you hit your sales and retention goals faster. We relentlessly monitor and improve at every step to give you results upfront.