How outbound calling and BPO support helped an e-commerce business improve the way it manages customer enquiries and follow-ups.
For an e-commerce company, the initial contact from a customer is just a start.
The consumer could be interested in the product, may have an interest in knowing the price of the product or want information on how the product can be delivered, or the customer can use WhatsApp to send any message. It could be that not all customers are interested in buying the product immediately.
More information could be needed by them, or it could be that they are comparing products.
This is where the importance of follow-up lies.
For companies with numerous enquiries coming in every day, managing potential customers is not an easy task. The following case study describes how BPO outsourcing services in Malaysia, backed up by outbound calling, auto-dialer system and follow-up CRM, were beneficial for one e-commerce company.
The company was already able to generate customer enquiries from its marketing and sales efforts.
The problem was in what followed.
The internal staff was occupied with other tasks, so it wasn’t always possible to contact each prospective customer on an ongoing basis. It was necessary to have a number of discussions with some customers until they made a decision.
It is more likely that there will be some opportunities left untouched without a formalized procedure in place.
It is a typical problem for any company trying to outsource its customer service or utilize call center BPO services in Malaysia. The generation of enquiries is one thing; the presence of enough capacity to contact the generated enquires is quite another matter.
The company required additional help without creating a bigger in-house staff.
To assist the business, Wingo gave an outbound calling service along with the BPO outsourcing services in Malaysia.
Rather than depending on the internal team for following up all the leads, a calling team was appointed to follow up with potential clients and continue the discussion.
They can:
- Contact the potential client after the first query made by them
- Understand their needs and interests
- Answer their queries
- Find out which clients need additional follow-up
- Document each discussion
- Find out what is to be done next
This ensured that the process of follow-ups was more consistent while allowing the business internal team to have time to do other tasks.
For those companies interested in outbound call center outsourcing, it is not merely about making more calls. What's important is having a process in place whereby a potential client moves on from one phase of discussion to another.
Of all the 200 inquiries made contact, only 150 could be reached and 90 could be followed up. This illustrates the need for having a proper system of taking the customer inquiry further than just the first interaction.
Wingo's call center solution application has assisted the company in managing customer communication, results of the calls made, comments and follow-up requirements.
As compared to the spreadsheet and memory methods, the following information could easily be obtained:
- Who had been called
- Who was interested
- Who required follow-up
- What was next
This provided the company with better visibility and a more organized follow-up strategy.
Follow-up does not necessarily mean making more calls.
The customers may need time to compare products, raise queries, or make a decision. The call recording and post call notes enabled the team to revisit the previous conversations and figure out the next move.
From a business perspective for companies using telemarketing services in Malaysia, this means concentrating on follow-ups that matter.
It can be seen that 40% of clients were found to be interested, 25% required follow-ups, another 20% were not interested, and 15% bought from us. It clearly demonstrates the importance of follow-up as it is obvious that everyone will not buy on their first visit.
With structured outbound calling and CRM support, the business achieved:
- More consistent customer outreach
- Better follow-up visibility
- Less manual follow-up work
- Clearer customer information
- A more structured sales process
The result was a more organised way to manage potential customers without relying entirely on the internal team.
Generating an enquiry is only the beginning.
Enquiry → Conversation → Follow-Up → Decision → Purchase
As enquiry volume grows, managing every follow-up internally can become challenging. This is where business process outsourcing in Malaysia can provide additional manpower, technology and process support.
For e-commerce businesses, this may include outbound calling, lead follow-up, customer service and sales support.
Marketers get people into your business; however, what follows the lead is just as important.
If you have the right personnel, process, and technology, then outbound call center Malaysia solutions can assist your business in maintaining contact with prospective clients.
In this case, the difficulty for the e-commerce firm was not in getting enquiries but in consistently following up on them.
Through outbound calling, Call CRM, and follow-up via a BPO company in Malaysia, the firm was able to have a more structured system of approaching its customers.
Creating enquiries gives way to opportunities, and follow-ups keep them alive.
Through a good telemarketing service provider, firms can improve follow-up even without increasing their internal staffs.
