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Outsourcing Case Study for an Amazon E-commerce Brand

A prominent Amazon e-commerce brand sought a scalable solution to efficiently handle customer inquiries, process orders, and resolve purchase issues. For its customer support requirements, the company selected Unity Communications as its outsourcing partner.

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Ecommerce Outsourcing Case Study for Amazon Brand | Unity Communications
Ecommerce Outsourcing Case Study for Amazon Brand

Case Study

Complete E-commerce Outsourcing Solution

A large Amazon e-commerce company required a scalable solution to address various challenges, including:

    1. Handling customer messages.
    2. Daily tweaking of SEO keywords and search.
    3. Monitoring seller review comments.
    4. Resolving issues with shipping.
    5. Capturing data.
    6. Protecting intellectual property.
    7. Contact data mining.
    8. Designing and setting up a multi-channel communications platform to ensure the highest level of response in our competitive industry.
    9. Providing technical support to avoid costly RMA (Return Merchandise Authorization) costs and lower return rates.
    10. Protecting the company from fraud.

E-commerce Call Center Services

We have created a team of e-commerce support experts who excel in resolving various challenges. By implementing an effective SOP (Standard Operating Procedure), we ensure the consistent execution of critical processes. Tickets and cases are routed to the appropriate agents capable of handling each specific request. Additionally, we have cross-trained all representatives to provide redundancy and comprehensive coverage. To further support and mentor the e-commerce team, a dedicated team leader will monitor operations, ensuring continuity and providing necessary training.

Creating Processes to Maximize Call Center Staff Productivity
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Benefits of Outsourcing Customer Service for Amazon Stores

By outsourcing customer service and establishing a robust, scalable, and cost-effective e-commerce back-office team with efficient SOPs (Standard Operating Procedures), this company achieved significant benefits. It successfully acquired and expanded its operations while boosting margins and surpassing growth targets.

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