Outsourced e-Commerce Customer Service Solutions
e-Commerce Customer Service solutions for brands and enterprises around the world.
Whistl is helping customers all over the globe at this very moment. Our outsourced customer service team is answering customers' specific e-Commerce related queries. We understand that your business relies on your reputation and customer services to ensure that your online sales continue and we are helping e-Commerce businesses every day, with our tailored outsourced, e-Commerce customer service solutions. We even offer solutions that can cater to your budget and number of queries received per day or week with either a dedicated call centre team or utilising our bureau call centre team on a shared basis.
We know that customer service is an essential part of the online shopping experience, so we have a professional, experienced and efficient customer service team ready and waiting to support your business, however, you need it.
Providing information about your products or services
Driving consideration with more detailed product information
Maximising revenue with secure payment infrastructure
Enhancing your customers’ delivery experience with detailed logistics and tracking information
Providing ongoing post-sale support for product queries, warranties, and returns, via phone calls or via multi-channels (social media, email, and live chat)
Increasing customer loyalty and driving further advocacy to improve your marketplace seller feedback or CSAT and NPS scores
By outsourcing your customer services to Whistl, you could:
- Save money by streamlining internal resources
- Save time by outsourcing infrastructure requirements
- Gain an experienced customer service team
- Seamlessly manage variable contact volumes
- Improve the customer experience with insight reporting
- Benefit from an award-winning team and culture
Your business is unique and your needs differ from the next online retailer. With different platforms for e-Commerce, CRM, order and returns management and different carrier partnerships, we create a bespoke service based on your business needs.
How we support your e-Commerce customer service needs
Our customer service advisors are professionally trained by you, for exacting customer service standards
Utilising or integrate with your CRM, order management, payment gateways, and eCommerce software
Seamlessly manages all channels: inbound and outbound calls, emails, webchat and social media interactions
Our reporting platform allows clear, concise and insightful reporting to drive intelligent business strategies
We can process product returns, damaged items, manage carrier claims or handle all of your customer complaints
Tailored outsourced e-Commerce customer support?
You may wonder why contact centre outsourcing is becoming an increasingly popular option for multichannel merchants.
- 83% of online shoppers need support to complete a purchase
- 89% of consumers have stopped shopping at online stores after experiencing poor customer service.
- 18% of consumers turn to online chat as an alternative to telephone for fast resolution of customer service issues.
We tailor our call centre services solutions to you, so whether you need advisors for online chat services, trained escalations managers for your phone line or contact centre service agents to monitor your email inbox and social media.
Whistl is here to help your business:
- Reduce customer service costs whilst increasing customer satisfaction
Customer service should underpin your e-Commerce business strategy and customer satisfaction is the ultimate goal. We provide multi-channel online retailers with very quick implementation and onboarding processes so that your business support can be live in as little as 24 hours.
Seamlessly manage variable contact volumes
Whether you are selling seasonal, or perennial year-round products, your business is likely to experience surges, peaks and troughs in contact and call volume through email, live chat and social media. With national e-commerce customer support, we manage our capacity to accommodate fluctuations in demand, so that you can maximise revenue opportunities and minimise negative feedback.
Improve the customer experience
Consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences. Our teams are highly trained in providing your customers with empathy and patience, meanwhile, our UK-based escalations management team are experienced dealing with a diverse range of issues and quickly support your business with the right solutions.
Excel in foreign marketplaces
With multi-lingual e-commerce customer service agents, we can help you excel in international markets. We can act as your organisations foreign representative for managing your overseas customers’ expectations, ensuring service consistency across multiple timezones for those inbound calls, live chat emails and social media queries.
Benefit from an award-winning team and culture
Our e-commerce customer support team has won industry awards for customer service, and culture. We have also won joint venture awards with clients
Ensure brand and tone of voice consistency across all of your channels
Whistl’s implementation and account management teams carefully assess your digital and offline real estate, business operations, strategic objectives and brand guidelines to ensure our UK call centres are providing your customers with a cohesive, on-brand experience.