Why Rush Order CX is Different
Who is this post for?
You are responsible for your brand's customer experience (CX), or...
Your role significantly impacts CX, or...
You are considering Rush Order as a CX and/or order fulfillment solution provider
If your role doesn't directly impact CX or you think CX delivery is "easy" or "commoditized" within your business, this post probably isn't for you.
With that in mind, we will introduce the five key features that make Rush Order's CX solutions unique.
Rush Order CX is Different
Whether you are an e-commerce entrepreneur exploring the concept of outsourcing customer service operations for the first time, or an experienced COO / VP / Director of Customer Experience looking to "up your CX game", this post explores why Rush Order is different from any other solution you will encounter.
Rush Order is a CX solutions provider that clearly sets itself apart from traditional business process outsourcing (BPO) companies and outsourced customer service providers. These distinct differences make Rush Order a great fit for some businesses... and admitedly not such a great fit for others.
Here are a few key ways in which Rush Order is different from other outsourced customer support solutions. We'll elaborate on each in more detail below.
Integrated CX + order fulfillment
Customized solutions
Focus on quality
Personalized CX approach
Flexibility at scale
Rush Order's focus on integrated order fulfillment, customized solutions, quality, personalized approach, and flexibility / scalability set us apart from traditional BPOs and outsourced customer service providers. By working closely with you and adopting a customer-centric approach, we deliver a truly exceptional customer experience on your behalf.
Next, we'll dive into each of the above five key features in more detail.
Integrated CX + Fulfillment
In addition to providing outsourced CX services, Rush Order can handle all your DTC and retail shipping via our 10 distribution centers spread across 4 continents. That's right, we are a global CX solutions provider backed by actual warehouses.
We think you'll agree combining CX and shipping in one unified solution is indeed unique. The resulting value unlocked can be incredible for many businesses.
Specifically, integrating frontline customer support and DTC order fulfillment under one roof can be extremely valuable for e-commerce businesses for four key reasons:
Improved efficiency: A single team helping your customer is simply better than a handoff between two teams. By operating both customer support and order fulfillment under one virtual roof, it becomes much easier to coordinate customer requests and streamline processes. Here are a few examples: A) Faster intervention on last-minute order changes will reduce returns. B) Customer service agents will quickly check on order status and advise customers proactively when issues arise. C) Customer service agents are actually fluent in how shipping carrier networks work, quickly reducing customer confusion about shipment status while in transit. D) Shipping related questions are quickly answered in the same reply as other support topics without the need for escalation, handoff, or waiting for a separate team to help answer.
Enhanced customer experience: When customer support and order fulfillment are integrated within a single team, it becomes easier to provide a more seamless and personalized experience for customers. For example, if a customer needs to make a change to their order, the support representative can communicate directly with their own teammates on the warehouse floor to make the necessary changes. This helps reduce frustration and ensures the customer's needs are met in a timely and efficient manner. Working directly with the warehouse team also builds CS agents' knowledge on shipping and returns processes. This level of fluency flows through to customer interactions and builds trust and confidence with your brand.
Reduced overhead costs: By operating all customer-facing functions under one roof, e-commerce businesses can save on overhead costs. Think about it: Even if you outsource CX and fulfillment to two different companies, both companies are charging you separately for their rent, utilities, accounting labor, HR teams, salespeople, marketing departments and all the other overhead needed to run their businesses profitably. By outsourcing CX and fulfillment to one provider, those expenses are practically cut in half and those savings should flow through to you as the client, which they do in Rush Order's case. The same logic applies to inhouse versus outsourced teams as well. With Rush Order, you're sharing overhead with lots of other companies. In fact, take our CX savings calculator for a test drive to see the difference.
Your life is simplified: Outsourcing CX and fulfillment to a single team reduces distractions and saves you time and effort. One team is easier to manage than two, especially when you are trying to run and grow the rest of your business. Rush Order provides frequent bite size updates to its clients with recent wins and challenges, thus keeping your finger on the pulse of what is happening in your CX and fulfillment operations. We then step back for monthly and/or quarterly business reviews with you to dive deeper into our collective performance, as well as plans for the near and long term future. Unified CX + fulfillment creates a much more manageable existence for you and your team.
Customized solutions
This entire article is about how Rush Order differentiates its offerings. Your business needs to bring unique value to the market too. We help drive your differentiation through effective CX solutions that make sense for your unique business.
Rush Order works with each client to understand your specific needs and goals, then develops customized solutions to help you achieve those goals. This is in contrast to many traditional BPOs offering a nearly one-size-fits-all approach to outsourced customer service.
To enable the best customized solution for your business, Rush Order's CX onboarding process takes you through five key steps.
Define the customer experience: Our process starts by understanding your customer. What kind of experience do you want them to have? How do you want them to see your brand? With your help, we will create a plan that includes the people and technology needed to make it happen.
Build your CX channels: Customer support channels like phone, email, chat, and social media are all great tools when used correctly. We will help you to set up CS channels that enable the ideal customer experience you are creating in step 1 above. All at a reasonable cost.
Build the agent training curriculum: The Rush Order Learning Management System (LMS) is designed to help your Rush Agents succeed. We create a custom training curriculum for your agents that includes company and product specific content in the form of text, audio, and video. Through great training and ongoing practice, your Rush Agents become fantastic brand ambassadors for your company.
Setup quality assurance (QA) tools: Rush QA is the technology platform we use to make sure your Rush Agents are performing well and working efficiently. We enable performance monitoring that reports on each agent every week, thus measuring and continuously improving.
Security implementation: Your customer data is a critical asset. Your Rush Order CX platform will be PCI-DSS and SOC 2 Type II ready. Security measures include a tiered firewall architecture, disk encryption, data loss prevention, intrusion scanning, file integrity management, and security event correlation. With Rush Order CX, you will be ready to maximize your customers’ experience safely & securely.
Here is further reading on how we think about various CX onboarding and CX customization topics:
Rush Order's focus on quality
Rush Order uses contemporary digital CX technologies to ensure customer interactions are seamless and efficient. We also leverage digital learning management systems and invest heavily in the training and development of your Rush Order customer service agents. The result is a higher quality customer experience than others, at least within the specific e-commerce and product verticals we serve.
At Rush Order, delivering high quality customer experiences for your e-commerce business is our top priority. Here are a few ways in which we standout from typical BPOs and outsourced contact centers.
Advanced technology: Rush Order utilizes advanced technology to ensure customer interactions are efficient and seamless. This includes using state-of-the-art call center software and other tools like chatbots and video support to help customer service agents quickly and accurately respond to customer inquiries and complaints.
Comprehensive training: Rush Order recognizes that well-trained customer service agents are key to delivering high quality customer experiences. They provide comprehensive training programs to ensure that their agents are equipped to handle a wide range of customer interactions, including difficult situations.
Commitment: Our investments in technology have been our best client retention tool. We also took a rare step in the industry years ago by deciding to align a named quality assurance analyst to each client account. With this level of rigor and focus on quality, the results speak for themselves. Our customer satisfaction (CSAT) scores average well above 90% across all clients we work for. New Rush Order clients, on average, increase their CSAT scores by 20%, largely thanks to our CX quality assurance efforts. In addition, new clients in recent years have reduced the overall quantity of end customer inquiries to the contact center by 20%, thanks to automation technologies and proactive customer outreach initiatives.
Continuous improvement: Rush Order is committed to and demonstrates continuous improvement to its clients every day. We regularly review and update processes for your account at a faster pace than any other provider, thus ensuring we are delivering the best possible customer experience. This includes gathering feedback from clients and end-customers, consistently analyzing data, and implementing changes as needed. Monthly and quarterly business reviews with you allow for more strategic planning as well.
By utilizing advanced technology, providing comprehensive training, taking a personalized approach, and focusing on continuous improvement, Rush Order is able to deliver consistently high-quality customer experiences for e-commerce brands like yours. This helps to increase customer satisfaction and loyalty, which in turn leads to improved business performance.
Personalized CX
Rush Order recognizes that creating personalized and proactive e-commerce customer support is becoming increasingly important for our clients. We are not in business to simply handle customer inquiries and complaints. We're constantly looking to create that "wow factor" for your customers. We work with brands like yours (we hope) to build long-term relationships with your customers, which increases customer loyalty and satisfaction.
Here are a few solutions Rush Order clients take advantage of to personalize their customers' experience.
First, Rush Order helps you get to know your customers better: Collecting data about your customers enables you to tailor experiences for them and improve satisfaction and loyalty. This requires having clear processes around collecting, storing, and analyzing data related to interaction history so that you can anticipate their needs and suggest helpful solutions ahead of time. Rush Order's inhouse software development team is often leveraged to create connections between our clients' help desk, CRM, ERP, and proprietary platforms. Of course, we help you stay in compliance with the alphabet soup of regulations such as CCPA, GDPR, HIPAA, etc.
Take advantage of automation: Leverage automation so that repetitive tasks such as sending emails or resolving common complaints can be handled quickly without sacrificing quality of service. Automating certain processes also allows staff members more time to focus on other aspects of customer support such as interacting directly with customers who need additional assistance during their shopping experience. Chatbots and automated event-based triggers are highly effective easy starting points.
Be prepared to personalize language: To create the best possible customer experiences, it sometimes isn't enough to rely on English-only. With Rush Order contact centers spread across the globe, your customers have access to Rush Agents who can support your growth and meet all of your customer service needs in multiple languages.
Global scale creates a nuanced understanding of consumers in each market: This global reach permeates Rush Order's agent training, communication style, and overall rapport with customers, again creating an extra edge that results in the ultimate customer experience. If your brand is already global, this is an immediate benefit. If you're not already global, you'll be prepared for the future without any downside or added expense.
CX flexibility at scale
Rush Order is able to offer a high level of flexibility in our service offerings as a result of our technology platform and business model. This includes the ability to scale up or down as needed to meet changing customer demand, as well as the ability to adapt services to fit your changing needs. Adjusting agent headcount, new technology needs, geographic regions, and multi-launguage support are all like flipping a light switch with Rush Order.
Our clients' Rush Order CX teams range in size from part time / shared agents to dedicated teams with dozens of agents. We can offer coverage during normal business hours or up to 24 hours per day, 7 days per week, 365 days per year. It's easy to start small and expand the hours as you go.
Also keep in mind that, again, a significant portion of our CX solutions are delivered via automation. Rush Order takes the lead on creating and optimizing your chatbots, FAQ management, videos, automated proactive outreach, etc. These initiatives allow you to quickly scale CX with your business, without the equivalent growth in expenses.
To see how Rush Order's CX solutions are priced and scale with you, check out our CX cost calculator.
Parting thoughts
Overall, integrating customer support and order fulfillment under one roof can help e-commerce businesses to improve efficiency, enhance the customer experience, and reduce costs. This can ultimately lead to increased customer satisfaction and loyalty, as well as improved profitability for your business.
We believe Rush Order is a very different solution than you are used to and we think you'll agree. To learn more, we hope you'll subscribe to our newsletter and contact us to schedule a free consultation. No pressure. No obligation.