Have you ever stood in line at the supermarket during the holiday rush?
We’ve all likely been in a situation like this once or twice. It’s never a pleasant experience when a business fails to address issues that arise from overwhelming customer volume during seasonal spikes.
Things are the same for e-commerce businesses. A rise in demand is as chaotic (if not more) for digital storefronts as it is for brick-and-mortar shops.
Seasonal spikes in e-commerce happen for several reasons; sometimes, they can come when you least expect them.
As an e-commerce business owner, preparing for ever-changing customer demands should be among your top priorities. One slight misstep can cost you a loyal customer, so you must constantly adapt to their needs.
As the saying goes, “If you fail to plan, you’re planning to fail.”
One of the best things you can do to weather the storm that seasonal spikes bring is to outsource your customer support.
Customer support outsourcing can help you address seasonal demand spikes in various ways, which we’ll discuss in this blog post. We’ll also delve into the factors that affect seasonal spikes in e-commerce.
Let’s begin.
5 Factors That Contribute to Seasonal Spikes in E-Commerce
Demand spikes can be unpredictable, so it’s best to know when and why it usually happens.
By understanding the potential causes of seasonal spikes, you’ll have a better chance of developing strategies that help you maintain smooth sailing through rough seas.
Here are some of the common factors that affect seasonal consumer patterns in e-commerce:
1. Holidays
Major holidays play a massive role in driving consumer behavior.
Consumers tend to make more purchases from October to December because of Holidays like Halloween, Thanksgiving, and Christmas.
In 2018, Google Trends showed that December saw increased gift-related keyword searches.
2. Unexpected Events
It’s safe to say that nobody in the world expected the COVID-19 pandemic to happen.
The pandemic is responsible for the significant and unforeseen surge in e-commerce since 2020.
Millions of people worldwide had no choice but to stay home during the first few months of the COVID-19 pandemic. They couldn’t go to their favorite stores to shop, so they shopped online instead.
According to the US Census Bureau’s Annual Retail Trade Survey (ARTS), e-commerce sales increased by $244.2 billion in 2020, a staggering 43%.
3. Weather and Climate Conditions
Weather and climate changes can also dictate the demand for specific products.
For instance, the winter season highlights the need for people to stay warm. So naturally, the demand for coats and other outerwear tends to rise during peak winter months.
On the other hand, rain jackets are among the most searched items during monsoon season in some parts of the globe.
4. Product Niche and Popularity
Other than specific events and seasons, demand also fluctuates according to your products and their popularity among consumers. Tech products, for example, tend to be more appealing than other products during gifting seasons.
5. Demographics
Your consumers’ buying patterns dictate seasonal demands. In turn, these buying patterns depend on your target market’s age group, needs, geographical location, and purchasing power.
4 Ways Outsourced Customer Support Addresses Seasonal Spikes in E-Commerce
Considering all the factors mentioned before choosing your next move is essential.
Seasonal spikes affect your business in many ways. They can significantly impact your sales, revenue, and marketing strategy, among other things.
You can implement various strategies to prepare for demand spikes, but customer support outsourcing is one of the most effective.
Overwhelming inquiry volumes are typical during peak seasons. Outsourced support teams can help you manage customer inquiries and concerns, shorten queueing times, and maintain customer satisfaction.
Partnering with an outsourced customer support team is a practical way to cope with peak periods. One main reason is that BPO partners have the resources and experience in the field.
Here are four ways customer support outsourcing helps you handle seasonal spikes.
1. Scalability
Changing demands also mean rapid scaling. You would also have to ensure your service remains exceptional even under pressure. Because of their high adaptability, outsourcing partners make perfect collaborators when scaling customer support for peak seasons or unexpected demand changes.
An example would be the significant changes resulting from the COVID-19 pandemic since 2020. Deloitte’s global outsourcing survey found that 40% of companies gained the flexibility to adapt through outsourcing.
2. Cost Efficiency
Research shows that approximately 57% of business leaders say outsourcing drives cost savings.
One of the main reasons businesses turn to outsourcing partners is their cost efficiency.
You can work with an offshore customer support team and save on labor costs. But make no mistake, outsourcing partners don’t compromise service quality either.
3. 24/7 Support
58% of consumers prefer e-commerce because they can shop 24/7.
Outsourcing lets you expand beyond the usual standard hours. It allows you to provide continuous support to your customers whenever they need it, which is crucial in driving customer satisfaction during high-demand periods.
4. Specialized Expertise and Technology
18% of up-and-coming businesses outsource because BPOs generally possess extensive industry-specific skills and experience.
BPO partners specialize in providing customer support for businesses across different industry spaces. They have more than enough experience in training, managing, and handling a customer support team. They also know all the best practices in customer service and have access to cutting-edge technology.
Exceptional Outsourcing in Navigating E-Commerce’s Seasonal Spikes
Business markets are only getting more competitive by the day. E-commerce and multi-level marketing businesses must invest heavily in strategies to ensure continuous growth. But that doesn’t have to be at the cost of sacrificing the customer experience. That’s where we come in.
With years of experience partnering with different e-commerce and MLM brands, ClearSource can provide effective solutions to help our partners navigate fluctuating demands. Our one-stop e-commerce solutions give your business access to a high-performing team of customer service experts trained to deliver consistent support across every channel.
Do you want to know more about the ClearSource advantage? Learn how we can help you deliver consistent, exceptional e-commerce support. Set up a call with our team today!
