Globalization has made many businesses to rethink their business hours, specifically their downtime. It has made businesses open 24/7 or at least continue to take in orders for as long as a customer wants to. To do that, many of them have outsourced order taking service from call center companies.
Since customers are using a different medium to reach out to a business, it is important to cover them all. There are ones that are more comfortable talking to a phone with an agent. Meanwhile 54 percent of customers, according to Forrester research, still use email when inquiring about a product. And these people want a response in at least an hour, as stated by Toister Performance Solutions.
Responding to a lead or order that is sent through email should be fast as customers are waiting for that instant reply.
If you own an e-commerce company in the U.S. or any other western countries, your downtime would be the Philippines morning time. This means that a Philippine order taking company can accommodate you perfectly.
On the other hand, employees in the Philippines are also available for a graveyard shift if you want them to fully handle all the order taking service of your company. A 24/7 operation is very much achievable if you outsourced the service.
Chat is the preferred support channel of Millennials
Comm100 has said that “Younger customers often feel more comfortable and familiar with live chat than they do with phone support or email.” This is why order taking service is not just phone calls or emails anymore. The Philippine order taking company now offers the entire medium your customers may be using. Whether that is social media like Twitter and Facebook Messenger or live chat on your website, round-the-clock service is very much possible.
With order taking service, not only the process of ordering is covered, but also these terms:
- Application
- Order fulfillment
- Subscription services
- Claims processing
- Feedback collection
You are also made sure that every step of the process is safe and easy for the customers. All the paper works and payments will be handled with precision and care so that there will be no error in the transaction or any future endeavors.
Moreover, when your company is available globally or worldwide, it is important to make sure that every order is processed correctly and on time. According to Live Chat Benchmark Report 2017, “Customer expectations for chat response times are higher than they are with email — the average wait time for chat is 45 seconds.”
That is indeed short. That means your in-house employees might miss some. When you have a live chat for your order taking, your customer service team should be bigger.
Furthermore, for customer orders, they might want to clarify some things like the shipping fees or the total price of their orders. Things like things are very important not just to the customer but also to your company. Now, an outsourced order taking service company has experienced agents that will handle all the questions and orders of your customers.
Needless to say, an outsourced order taking service will make your life easier. Contact us now to do it!
