E-commerce Business Process Outsourcing Trends Every Leader Must Know 


BPO trends for e-commerce

The COVID pandemic has helped even the loss-making e-commerce marketplaces gain a second chance. By making “delivery of essentials” a priority many e-commerce companies changed their brand perception. For several e-commerce players from around the globe, delivering essentials and grocery became an exit strategy.

While many new customers join the band-wagon and started shopping online but 80% of existing users reclaimed that “companies that offer quality experience is our first preference”. The pandemic accelerated the adoption but the rules continue to be the same. Platforms that offer quality experience will win in the long run.

E-commerce Challenges

Today, the prevalent challenges faced by e-commerce industry includes product return request, brand interference, slower product discovery, cart abandonment, and low conversion rate. The role of BPO in the e-commerce industry is evolving. Outsourcing agencies are helping e-commerce players get rid of conventional problems through innovative solutions and methodologies.

Let’s understand the top e-commerce challenges in detail

Brand Interference: For example, an online shopper looking for Nike shoes comes across products from other brands even when he specifically searched for “Nike shoes”. The presence of other brands even when looking through branded keywords is referred to as brand interference.

Often sellers leverage this malpractice to promote their fake or imitated products, which results in increasing return rates, bad customer experience, and decreasing customer loyalty.

Slower Product Discovery: Customers have evolved and now they are preferring online stores over search engines like Google for identifying new products. Earlier if product catalogs had the requisite keywords, it was enough to improve product discovery but catalogs need proper attribute values, clear mention of category, and presence of tags so that customers can search for tags and still find relevant products, faster.

Speed is the key to product discovery, the faster a customer finds the relevant product, the more time they are likely to spend on your platform looking for more products.

Low Conversion Rate: Low conversion rate is when customers arrived on a product page, viewed the details but didn’t take measurable actions like “add to cart” “subscribe to the newsletter”, “wishlist it” or “buy now”.

Why customers view products and still don’t buy, well a percentage of people are just browsing through the site and not looking to buy. Some customers are looking to buy a particular product but still don’t buy it because they fail to find the right information or relevant attribute values.

For example, A customer looking forward to buying a watch will look for attribute values like “Waterproof”, “water-resistant” or “ip6 rating” if it’s a smartwatch.

Increasing Return Rates: Perhaps the most prevalent challenge faced by every e-commerce company; if we look at reports, we will find one of three products ordered online are returned. Products are being returned because:

  • They looked different in real life
  • Received a different product
  • Received a fake or imitated product
  • The product didn’t match the description
  • The customer changed his mind
  • Customer unavailable for delivery

How Outsourcing Can Help with These Challenges?

Catalog Quality Check to Reduce Brand Interference: When e-commerce players invest in catalog quality check services, a team of e-commerce catalog professionals traverses the entire catalog looking for errors. These processes identify errors that occurred by mistake and even remove deliberately added content or wrong information.

When category-specific experts handling all these checks, e-commerce players can be sure that t