Case Study: an Ecommerce company

Business Overview
Our client is an brick and mortal and online grocery store based in Australia. The business offers a wide range of grocery products that can be ordered and delivered to customers’ homes. Since 2020 pandemic, the owner was looking the way to reach customer by going online. In the beginning, we built the website for them and since then the onlinde division has experienced significant growth in recent years, and as a result, needed to expand its customer support and operational teams to keep up with demand.

The client was facing several challenges with their customer support and operational teams, including:

  1. Limited physical space: The company had limited physical space to accommodate an on-site team, making it difficult to expand their teams.
  2. Cost: Hiring a full-time on-site team would have been expensive for the company, especially given they just start the online division. There is no point for the company to spend lots of money hiring onsite staff when they can hire at the fraction of the staffing cost provided 24 hours and 7 days a week customer supports.
  3. 24/7 Support: The company needed to provide 24/7 customer support, which would have been difficult with an on-site team due to the need for shift work.

To address these challenges, the company decided to outsource their customer support and IT operational teams to a Digital Workhub. We provided them with the following services:

  1. Customer Support: The virtual staff provided 24/7 customer support to handle customer inquiries, complaints, and issues. The virtual staff was trained on the company’s products and services, ensuring that they could provide accurate and helpful responses to customers.
  2. Order Processing: The virtual staff also handled order processing, including data entry, order tracking, and fulfillment. This ensured that orders were processed quickly and accurately, leading to increased customer satisfaction.
  3. Inventory Management: The virtual staff also managed inventory levels, ensuring that the company had sufficient stock of all products. This helped reduce the risk of stockouts and delays in order fulfillment. We created an integration to their in-store server to sync the stock.
  4. Delivery Management: The virtual staff managed the shipping details, created labeling, contacted the delivery company for pick up, and also managed Returns and Refunds.

By outsourcing their customer support and operational teams to Digital Workhub, the company was able to achieve the following results:

  1. Increased Efficiency: Outsourcing to virtual staff helped the company streamline their operations, reducing the time and resources needed to complete tasks. This helped the company focus on core business activities and growth.
  2. Cost Savings: Outsourcing to Digital Workhuub. virtual staff was more cost-effective than hiring a full-time on-site team, as it eliminated the need for physical infrastructure and on-site staff. This allowed the company to save on expenses such as rent, utilities, and salaries.
  3. Improved Customer Satisfaction: The virtual staff provided 24/7 customer support, ensuring that customers could receive assistance whenever they needed it. This led to increased customer satisfaction and loyalty.
  4. Scalability: The company was able to scale their operations quickly and efficiently by adding more virtual staff as demand increased. This helped the company keep up with growth and demand, ensuring that they could meet their customers’ needs.
  5. Automaton: Since Digital Workhub is an experienced IT integrator, we were able to manage the smooth integration from the website to accounting software without any hurdles, and sync all the inventory both from the website and the on-site brick-and-mortar store.

Overall, outsourcing customer support and operational teams to Digital Workhub’s virtual staff helped our client improve efficiency, save on costs, and improve customer satisfaction. If you’re interested in learning more about how outsourcing to virtual staff can help your business, please contact us to schedule a consultation.