88 Poor Customer Experience Statistics That Every Small Online Retailer Should Know

Published: April 17, 2024
An image showing an irate customer on the phone., with the title of the blog, "88 Poor Customer Experience Statistics That Every Small Online Retailer Should Know."

Today’s online retailers compete for customer attention against thousands of other retailers worldwide. The internet’s accessibility has allowed many stores to expand their reach to new markets but has also created fierce competition among businesses, both big and small.

Offering a high-quality product or service alone is no longer enough to stand out. Brands must proactively provide positive customer experiences to retain their competitive edge.

In previous articles, we’ve extensively discussed the advantages of positive CX, but what about the reverse? How does poor customer experience affect an e-commerce brand’s reputation, profitability, and retention?

To answer this question, look at this helpful infographic and see what the latest data and statistics say.

An infographic showing how common poor customer experiences are.
An infographic showing how customers feel about poor customer experience.
An infographic showing what customers consider poor customer service.
An infographic showing the factors contributing to poor customer service.
An infographic showing how outsourcing teams can help you avoid poor customer experience.
An infographic showing how IT and tech support facilitates seamless communication, ultimately helping you avoid poor customer experience.
An infographic discussing how outsourced dispatching and logistics support facilitates on-time deliveries to help you avoid a poor customer experience.

Looking for Ways To Improve Customer Experience? Here Are 23 BPO Solutions That Can Benefit Your Online Retail Store

Customer Service Outsourcing

Customer experience transformation starts with investing in your crucial client-facing functions. For many consumers, your customer service team will be the first brand representative they meet when they need help making a purchase, have questions about your products, or encounter delivery issues that must be addressed.

Through e-commerce customer service outsourcing, you can encourage buyer loyalty, boost satisfaction, and create a lasting positive impression on existing and potential customers.

  • Omnichannel Support: Address customer concerns and pain points using whichever platform they prefer, including phone, email, social media, and live chat.
  • Multilingual Support: Empower global consumers to reach out to and communicate with your brand in their native language.
  • Technical Support and Help Desk: Guide customers through your e-commerce website or application and resolve technical issues and bugs.
  • Service Rate Inquiry: Respond to product pricing information and service rate questions.

Order Management Services

Order fulfillment is arguably the most essential step in the overall e-commerce process. No matter how good your products or customer service teams may be, it won’t matter if buyers never receive their ordered goods.

As such, e-commerce brands must view order management as essential to their customer experience transformation strategy. By outsourcing e-commerce inventory management and other order fulfillment solutions, you can streamline your processes, provide transparency to customers about their order status, and, ultimately, ensure speedy deliveries.

  • Order Receiving and Entry: Monitor all orders and ensure they are correctly logged in your e-commerce system and database.
  • Order Verification and Validation: Check whether all order information and delivery details are correct and accurate.
  • Inventory Check and Allocation: Handle real-time inventory tracking to ensure enough supplies are available to fulfill orders.
  • Payment Processing: Make it easier for e-commerce buyers to send you payments for their ordered products.
  • Order Fulfillment and Packaging: Ensure proper product packaging and coordinate with delivery personnel.
  • Order Tracking and Status Updates: Keep track of delivery location and notify customers about the status of their orders.
  • Returns and Exchanges Management: Allow buyers to return or exchange faulty or damaged products easily.

Supply Chain and Logistics Support

Another aspect of customer experience management that e-commerce businesses cannot overlook is supply chain and logistics. In our infographic above, you’ll notice that one of the most common complaints leading to a poor customer experience is late or significantly delayed deliveries.

By outsourcing e-commerce logistics support, you can avoid (or at least quickly adapt to) supply chain disruptions, helping ensure on-time deliveries. Here are just a few of the functions you can delegate to an offshore or nearshore provider:

  • Shipping and Delivery Logistics: Optimize shipping and delivery routes for speedy order fulfillment both locally and internationally.
  • Emergency Hotlines and Dispatching Services: Monitor delivery routes and adapt to unforeseen circumstances, disruptions, and emergencies.
  • Tracking and Tracing Inquiry: Achieve real-time supply chain visibility and update customers on their delivery status.
  • Air WayBill Processing: Help facilitate seamless air shipping by ensuring proper documentation and regulation compliance.
  • Freight Bill Auditing: Check and verify the accuracy of freight bills to avoid delayed shipments.
  • Freight Payment Processing: Create accurate invoices and guarantee timely payments for freight carriers.
  • Freight Booking Management: Coordinate with multiple carriers to secure the safe and speedy transportation of goods.
  • Freight Bill of Lading Services: Write a comprehensive and accurate Bill of Lading document to align expectations with your carriers.

Back Office Support Outsourcing

Beyond customer service, order fulfillment, and logistics functions, CX transformation also involves optimizing your back-office operations. As your front-office team works hard to fulfill your buyers’ needs, your back-office team ensures everything goes smoothly behind the scenes.

Here are just a few of the back office solutions your e-commerce brand can outsource to a BPO company:

  • Information Technology: Maintain your e-commerce website and prevent data breaches through proper cybersecurity.
  • Accounting and Bookkeeping: Keep an accurate record of all financial transactions to boost the profitability of your online store.
  • Invoice Processing: Handle billing and collections empathetically to facilitate seamless customer transactions.
  • Data Entry and Analysis: Log all customer information in a secure database and prepare data for analysis.

Turn to SuperStaff for Comprehensive E-Commerce Customer Experience Solutions

Understanding the impact of poor customer experience is only the first step to maximizing your online brand’s potential. Your next move should be to partner with an outsourcing provider that can help you provide the best possible service for your growing consumer base.

SuperStaff offers end-to-end e-commerce outsourcing services, from order processing to post-sale support. With our call center solutions, you can begin offering world-class customer service to buyers from all walks of life. 

Get in touch with us today for more information on our BPO solutions!

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