How Singapore companies can have extended back office capabilities and improve their profitability

Outsourcing is not a bad thing. It helps companies focus on what they are best at and also releases management time and financial resources to make investments in product innovation, marketing and customer satisfaction China and India have a well established outsourcing industry operated by many small  medium and large outsourcing companies With a vast talent pool of young graduates and postgraduates across a range of specialisations, China and India offer a good option for Singapore companies to outsource their  back office across industries With a significant difference in wages and cost of living, there is a cost arbitrage that cannot be ignored With its huge English speaking and versatile population combined with its proximity to Singapore, India is a great place for Singapore companies to establish their back office China offers SG companies with Chinese language capability and cultural similarities and business that may require this can also use the vast talent pool of China for their back office outsourcing Outsourcing does not necessarily mean reducing the business size or head count . Singapore companies can easily set up a 100 percent foreign owned entity that can hire local employees in China and India to perform their back office functions And SG companies that do not want to set up a business in China and India and yet want to take advantage of the resource pool and lower costs can work with service providers like Kankei Kankei is an established and specialist outsourcing company that can manage various processes including those related to Supply Chain,  Order Taking , Order Processing, Ecommerce operations and Customer Service In addition to...

How ecommerce companies in USA can improve their profitability by outsourcing their back office processes to Kankei

Ecommerce is a fast growing channel for many brands and retailers. It also offers a great opportunity to specialist individual businesses that can promote and sell their products online. While there are a large number of sellers on platforms like Amazon.com, there is still a very big opportunity for individual single brand manufacturers as well as specialist businesses to sell their products online outside of such marketplaces.  It is no wonder that software as a service provider like Shopify is witnessing a boom in its business. Shopify enables small, medium and large enterprises in their ecommerce journey by allowing them to setup and operate an online store with minimal upfront investment in web store development, technology hosting and other expenses that are usually incurred when setting up an online store. Whether selling on marketplaces or selling on your own online store, you can always look at process improvements and cost efficiencies to drive higher profitability If you are a seller on Amazon.com, you can outsource some of your back office processes which include listing management, pricing management, customer service and reviews response management, financial reconciliation and management of  books of accounts for your ecommerce business. If you have your own brand online store, you can outsource customer care, content writing and technology support to Kankei group. Kankei is a specialist outsourcing company with special focus on Ecommerce back office services. Located in Singapore, India and China,  Kankei Group has been providing specialist outsourcing service for over 20 years. So, is the outsourcing game over or is there still a lot left to be outsourced? Ecommerce companies who are getting...

中国跨境电商卖家如何在亚马逊平台上提供高水平的客户服务并获得更好的评价

跨境电子商务正变得越来越大,全球大多数跨境电商卖家都来自中国 中国制造的产品在亚马逊、ebay、Wish等平台上销往美国、欧洲、澳大利亚等多个国家,产品销售后,客户可能需要客户服务,因为消费者可能对产品有一些问题,或者用户可能对产品有一些技术问题 成功的亚马逊跨境电子商务卖家知道为消费者提供高水平的客户服务有多么重要,但问题是,中国的卖家如何为美国、欧洲或澳大利亚的客户提供这种服务呢? 客户可以通过亚马逊的卖家面板与卖家联系。但如果问题是关于产品或售后服务的呢?中国的跨境卖家应该做以下几点 创建一个包含公司信息,产品信息,客户服务联系详细信息和产品保修信息的网站 提供英语客户服务热线电话,网络聊天和电子邮件回复管理 在客户的工作时间内提供服务。在美国,这将是东部时间上午8:00到太平洋时间晚上8:00 拥有一个良好的知识管理系统,让客服人员能够回答客户的问题 拥有一个中央客户关系管理系统,以保持所有客户联系信息,包括电子邮件和电话 拥有语音通话录音,以便进行高质量的聆听,并记录客户服务代表所传达的内容 有质量监督部门来检查客户沟通的质量 分析客户投诉和反馈的趋势,以便公司采取相应的行动 以快速解决客户投诉为目标,并在公司中建立一个单一联系点(SPOC)来解决所有客户疑问和投诉 不断改进和提高服务水平和产品质量,以减少客户的疑问和投诉。改善产品问题的沟通水平,从而减少对产品疑惑的咨询次数 作为中国跨境电子商务卖家,您可以从Tiger Pug Group获得以下服务 1.  全球24小时客户服务 2.  应您的产品而创建高质量的沟通 3.  分析客户反馈并创建报告以供您的管理使用 我们可以为美国、欧洲和英语国家建立客户服务热线。这些电话将由我们呼叫中心的英语工作人员接听。我们还可以回复客户的电子邮件和实时网络在线聊天。请向我们询盘。欢迎致电+ 86 188 1322 8742或发电子邮件至Ashok.chugh@kankei.com或微信chughashok...

How China Cross Border eCommerce sellers can provide high levels of customer service and get better reviews on Amazon

Cross Border eCommerce is becoming very big and most of the world’s Cross Border eCommerce sellers are from China Products made in China are sold in America, Europe, Australia and many other countries on platforms like Amazon, ebay, Wish and others After the product is sold, the customer may need customer service as the consumer may have some questions about the product or the user may have some technical questions about the product Successful Amazon Cross Border eCommerce Sellers know how important it is to provide high levels of customer service to the consumer But the question is – how does a seller based in China provide this service to customers in America or Europe or Australia? Customers can contact the seller via the seller panel on Amazon. But what if the question is about the product or after sales service? China Cross Border sellers should do the following Create a website that has their company information, product information, customer service contact details and product warranty information Provide an English speaking customer service helpline for phone calls, web chat and email response management Provide service during the working time of the customer. In USA this would be 8:00 am Eastern Time to 8:00 pm Pacific Time Have a good knowledge management system for the customer service staff to be able to answer questions from customers Have a central CRM system to keep information on all customers contact including emails and phone calls Have voice call recordings available for quality listening and to have record of what the customer service representative has communicated Have a quality monitoring department to check...

How much does it cost to set up a 10-seater call centre in Mumbai?

The best way to take steps towards customer service are as follows Create a Strategic Overall road map for customer care. This includes understanding business objectives, goals and targets. Understanding the consumers or businesses being targeted and the customer service needs these consumers or businesses may have over a period of time. Since customer service is a key part of building customer loyalty, there is a need for any company to create a good customer engagement experience through the customer lifecycle. The strategic plan should cover the objectives and have measurable customer satisfaction measures relating to the service centre experience Once the overall strategic plan is made, the company should set up the desired outcomes, service levels, languages, planned call volumes in terms of calls handled , technology to cover voice and non voice processes, quality management processes, business contingency plans and financial budgets and more Identify vendors who meet the requirements. Write out a detailed scope of work giving details of the types of vendors who qualify for the  making bids. Such qualification may be based on vendor experiences, financial strength, capabilities, sector expertise and more Bid out to them and get quotations. Part of this process is also to get client references and to speak to the vendors clients to get direct feedback about the vendor. Look for the pedigree and the management of the vendor beyond the experience and the pricing Get an in-house manager who will be responsible for co-ordination. Implementation of any outsourced project can be successful only if the company also takes part in the implementation. Having and experienced manager to manage the...

Social Media Customer Service

Social Media is exploding and will continue to grow. Not only are the social media sites increasing but so are the devices and smart phones that let consumers access these. Over 80% millennial prefer using social media platforms to voice their complaints and concerns as compared to the web, phone call and other forms of online chat. As such, Social Media Customer Service is an important aspect of any business. With the growing mobile population and ease of access to various social media platforms consumers can easily express their dissatisfaction in a short period of time and go viral. Since other consumers also are on the same platforms it is likely that bad news will travel fast. At Kankei we understand what brand reputation means to your business. It is best to nip any customer issue in the bud before it goes viral and creates a negative image perception for your brand. At the same time, handling customer issues proactively before they begin voicing their concerns will create a positive image and goodwill for your brand. With that said, a brand manager’s essential to-do is to have quick and fair resolution of all customer service issues. This requires a problem solving approach with high service levels and quick turnaround times. This is precisely how we at Kankei can help you. Our professionally trained social media customer support team actively engages with the customers, resolve their issues and create a positive ambience about your brand by keeping your customers happy! Our social media customer service is backed by bespoke software, trained personnel and specialized workflows for efficient social media customer...