Boost Customer Experience with Offshore Teams in the Philippines
An increasing number of people enjoy shopping online because it offers a more convenient experience. Consumers can now shop without leaving the comfort of their homes, avoid long queues in physical stores, get better deals, and have a wider selection of products to choose from.
Online shopping has opened doors for many digitally native retail brands to grow their business and improve customer experience with customer service outsourcing. According to online data, eCommerce grew exponentially in 2020. Many consumers turned to online retailers for essential items and other personal purchases because of quarantine mandates during the pandemic. Food, toys, electronics, clothing, sporting goods, and housewares are among the fastest-growing merchandise categories.
Online shopping is here to stay. Businesses that see this as an opportunity are adapting to this digital sales boom. Market data provider Statista projected that retail eCommerce revenues would grow to $5.4 trillion in 2022. This means growth for Direct-to-Consumer (DTC) retail brands. DTC retailers looking to grow need to scale inventory and expand customer service to cater to increasing consumer demand.
The market trend has changed how people shop and their customer service expectations. Empathic, proactive, and personalised communication is important in ensuring an excellent experience for shoppers. Aside from maintaining amicable relations with regular patrons, new and potential customers must be taken care of as well.
Improving customer service with offshoring companies in the Philippines
Offshoring companies in the Philippines offer sustainable and cost-efficient offshore outsourcing solutions to find dedicated resources to manage the customer service job for your business. It is important to find the right people to handle client inquiries and complaints. Having competent, responsible customer service representatives will help your direct-to-consumer retail brand avoid unnecessary PR disasters caused by missed, unanswered, or mishandled calls.
The Philippines remains to be the top outsourcing and offshoring destination for many international companies. Filipinos are known to be globally competitive talent, highly educated and with strong English proficiency. They are good and pleasant communicators, naturally polite and patient, which are all essential in dealing with all sorts of customers. Building a strong rapport with customers and clients is a Filipino’s strong suit. Choosing to set up your customer service team in the Philippines is a practical business investment. Friendly, hospitable customer service representatives will surely help you retain customers and build loyalty as you scale up.
Filipinos can adapt easily to Western clients. The Philippines is a former U.S. colony, and this has greatly influenced its culture and even its work practices. Working with Filipinos is similar to working with Australians and Americans, but is more cost-competitive. The Filipino workforce offers low labour costs without compromising work quality. The country also has the lowest rental rates in the region, with very reliable, low-cost telecommunication and power infrastructure.
With the right offshore outsourcing solutions provider, your DTC brand will find the perfect customer service that matches your business needs. Satellite Office is your premium outsourcing solutions provider and the trusted partner of many companies in successfully establishing, building, and managing a dedicated offshore team. Our offshoring model also suits positions across various functions in Customer Service & Sales, Digital Marketing, Creative Design, Content, and IT and Software Development.
In need of a world-class customer-centric service? Satellite Office can help you with your offshoring journey. Get in touch for a free assessment.
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