Is it better to outsource e-commerce customer service or cultivate it yourself?

Customer service in online stores is an indispensable role for every e-commerce online store, and customer service is a key link that affects the transformation of online stores. Online shop customer service shopkeepers can choose to recruit by themselves or choose customer service outsourcing. These two methods have their own advantages and disadvantages. Let's analyze it together.

First, the car owner recruits customer service himself.

Shopkeepers can train and supervise their own customer service recruitment, and they can also know the existing problems of customer service at the first time and improve and optimize them, without worrying about the uneven quality of customer service and affecting the service quality. Moreover, the recruited customer service will be more loyal and more adaptable to the growth of the store.

If the seller is inexperienced in customer service recruitment, it takes a lot of time and cost to carry out training, and it is also necessary to sort out the relevant customer service management system and training materials. If the customer service staff is highly mobile, it will waste more cost and energy.

Second, choose customer service outsourcing.

Compared with customer service recruitment, the cost of customer service outsourcing is lower, and the costs of office expenses, equipment and customer service training can also be omitted.

In addition, the seller can choose the corresponding professional customer service according to the service scope of the store to better solve the buyer's problems, thus improving the service quality of the store and stimulating the transformation. In addition, outsourcing customer service is usually more professional, so their response speed will be faster, which can improve the shopping experience of buyers.

Customer service outsourcing is mainly carried out by some outsourcing companies, but if the seller does not know clearly about the qualification, management and training system of the outsourcing company, it may lead to low customer service efficiency and affect the transformation of the store. Therefore, if the seller chooses customer service outsourcing, he must clearly understand the service quality and professionalism of the outsourcing company before making a choice.

If the owner has enough time, energy and cost to manage the store, it is very good to choose to recruit customer service by himself. If he doesn't have enough time and wants to save customer service costs, then he can consider outsourcing.