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EPISODE #22

Salesupply: Outsourcing Customer Service

Discussing best practices around outsourcing your customer service as an eCommerce business.

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Executive Summary

To outsource or not to outsource? This is the question for many businesses, especially when you’re growing and internationalizing. For Henning Heesen, co-founder of Salesupply, the answer is a clear yes to outsourcing your customer service. He talks to Erik Pfannmöller about how outsourced call centers deliver a great service experience by creating a personal and emotional connection with the customer – no matter the language. Thinking about outsourcing, the first argument for it is always saving costs, but in Henning’s opinion it should be all about providing better quality.

In This Episode, You’ll Learn

  • How Salesupply became a successful global eCommerce fulfillment and call center service provider after starting off as an online company for automotive parts in the Netherlands
  • Why having local people with local knowledge is the key to having local success with your business – and your customer service
  • How to overcome the challenge of internationalization in eCommerce
  • Why a product complaint is a chance to win a customer over for a lifetime
  • What it means to pursue the approach “from ouch make wow”
  • Why customer complaints should be read from bottom to top, not the other way around

Chapters

This episode of The Art of Customer Service covers the following topics around the digital tipping point and the adoption of new technologies:

1. 00:00:00 Introduction to the topic

2. 00:05:14 How does Salesupply fit into the outsourcing market?

3. 00:09:33 From ouch to wow

4. 00:16:45 What makes the combination of customer service and logistics unique?

5. 00:20:12 Outsourcing vs. In-house

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