Case studies and challenges

In any business you communicate in order to run your business, you communicate with customers, with employees, with suppliers, with authorities and so on.

The same goes for an online shop or market place, whatever its specifics.

You can handle every communication channel, or you can outsource the supporting processes, and you and your management team can focus on finding new business development avenues and capitalizing on existing ones.

This way, structured, uncluttered information will reach you and your customers and beyond will have a good experience in communicating with you.

You won’t have to cover staff absence during vacation or sick leave, you won’t pay for periods when the service is not provided.

Instead, you’ll have a team of agents working for you, ensuring continuity of service.

During periods when your company’s business is growing, you won’t lose sales due to understaffing, as the increased volume is spread across a team of call center agents who will be able to handle the increased volume of interactions.

If you’ve decided to hire your own people to handle communication with your online shop’s customers and suppliers, you’ll encounter the following problems:

You will have recurring recruitment costs;
You’ll pay the salaries of existing employees, regardless of current workload;
You will have team management expenses;
You will have expenses during periods when these employees are not working: vacation and sick leave;
You will have expenses for the software and equipment used to run your business, rent, etc.

What if you replaced all of the above with a monthly bill directly proportional to your volume of activity, for a service provided on your behalf?

What are you left to do?

You would communicate your initial working procedures and then get involved in changing them according to company dynamics;
You’d nominate someone from your company or maybe even yourself, depending on the company dynamics;
You would have time, resources and energy to focus on optimizing and growing your online business.

Do you think that outsourcing communication across different channels (customer support, order taking and processing, placing orders with suppliers, etc.) will guarantee the success of your business?

Well, no.

Problems are bound to arise, but you will be available to find effective solutions quickly, and the call center team will be the interface representing your company’s interests, and together you will overcome situations and keep your customers close.

Let's talk about how we can represent your online shop in communicating with your customers, suppliers and vendors (for market place platforms).

How about contacting us to get to know us?

You will find our team friendly, proactive and hard-working. You will be in direct contact with the team who will be providing your service through the communication group, in writing and by phone.

You will benefit from specialized software options, developed and optimized over time, for interaction management (phones, emails, webchat, Facebook messaging, WhatsApp, etc.), as well as the expertise of agents in their efficient use.

As with any successful business, results tell the best story about what we do. Here are two of the testimonials we have received from our e-commerce beneficiaries:

“Two years in which the Share Vision team has helped us to increase sales and deliver exceptional customer satisfaction. We are in constant contact with the project manager and their team, thus ensuring accurate and real-time information on our offerings and services. We recommend Share Vision services”

Sales Manager – Number one company in electric vehicle sales

“With Share Vision we started working with since we launched our website selling healthy lifestyle consumer products. I think we were among their first clients in 2015. Since then, we’ve developed a close relationship with the team that takes care of us, we keep them close to be aligned with how we want to be perceived in the market, and in turn, we have taken on the successful practices they have proposed to us. we consider that together with Share Vision we are on the same team.”

Sales Manager – Consumer Products Online Shop

Case Studies - E-Commerce Companies

In 2020, one of the e-commerce companies that we represent in dealing with the customers of their online shop faced a problem that threatened the smooth running of their business: lack of staff.

At the height of the pandemic, sick leave was the order of the day.

That’s why they decided to outsource their call center service to ensure that this vital area of their business doesn’t remain uncovered.

With our support, the Beneficiary’s focus on online business development and customers’ increased interest in online shopping, it was possible to increase sales from the platform in 2021 compared to 2020 by no less than 50%.

The Share Vision team has taken over communication with the site’s customers via phone, Facebook messaging and the site’s contact email.

By assigning five agents to this project, compared to the two employees the Beneficiary previously had, we managed to increase the rate of calls answered within the first 30 seconds to over 90%, so we lost almost no interested customers.

In terms of both Facebook and e-mail communication, response times have been reduced from 1-2 days to a few hours, resulting in a significant increase in customer satisfaction and results.

In parallel, we also carry out campaigns to promote special offers of the Beneficiary or to collect positive reviews on the website, among existing customers who have agreed to be contacted.

Staff shortages can happen at the best times of your business.

In 2022, another player in the e-commerce market, with whom we are currently collaborating, has gone through an accelerated growth phase.

More orders = more customers to manage.

For most companies, that means new people in the customer service area.

As an alternative to additional hiring, with all that we know that entails, the company in question sought to outsource the amount of growth that exceeded its own resources at the time.

That’s how he got in touch with us, and the additional demand was handled automatically through our partnership with Share Vision.

We process dozens of orders every day on behalf of the Beneficiary, provide after-sales support and communicate directly with the Beneficiary’s internal team, working together as one big team.

All of us are focused on performance and sales growth, as well as on loyalty to existing customers.