eCommerce: How can you expand your business abroad?

How can you expand your business abroad? Which customer service strategy should you adopt? Should you develop a different strategy according to the markets you are targeting? These are just some of the questions a company should be asking when considering moving into new markets.

In this article we will focus on customer service and provide 3 steps to develop your customer service strategy abroad. The ibbü community, your on-demand pool of experts, could be the secret ingredient of your international customer service strategy!

# 1 – Build a flexible customer service team, available at any time for your customers 

Should you partner with a local business? Should you work with natives who know the market inside out? These questions are crucial for you to consider before expanding your business abroad. You need to be able to handle your company from one country to another.

Prozis’ example: European leader in sports nutrition 

Responsible for the French market, Joao Ferreira was looking for qualified human resources to answer questions on Prozis.com at all times in France. “I wanted to find people who could answer simple questions in relation to their experience: personal trainers know the products sold by Prozis and are able to find a solution quickly“, he explains. Joao Ferreira chose the ibbü community, an on-demand pool of experts, selected by iAdvize and paid to enhance brands’ customer experience and boost their online sales. He delegated the entire selection process to iAdvize and only intervened to validate the profiles selected. “The ibbü service is a key strength as it’s difficult for a European company like Prozis to identify the best French experts in sports nutrition.“ Today, 5 experts advise visitors on the Prozis’ website 22 hours a day with a 31% conversion rate.

Read more: The European company Prozis develops their activity in France with the help of ibbü experts, available to advise online shoppers 22 hours a day on their website

Working with a community of independent experts offers you great flexibility and a turnkey deployment: 

  • ibbü has selected ibbü experts in a variety of sectors (sports, fashion, beauty, travel, childcare, finance, nutrition, sewing, books, decoration, etc.) in 5 different countries: France, the United-Kingdom, Spain, Germany and Italy.
  • You decide on the amount of budget you want to dedicate to each campaign. You only pay for what you use, according to the volume of contacts handled or the sales generated. You reduce your costs and stay flexible. 

Read more: The European company Prozis develops their activity in France with the help of ibbü experts, available to advise online shoppers 22 hours a day on their website

#2 Rely on natives or experts in your target country

For companies who expand their business abroad, one of the greatest difficulties is to source native profiles in the target country. It’s even more difficult to find profiles with cutting-edge expertise about their products or field of activity. That’s why iAdvize carefully looks at ibbü experts‘ profiles for them to perfectly correspond to your brand’s expectations and be the most qualified possible!

“I delegated the entire selection process to iAdvize and only intervened to validate the profiles selected. The ibbü service is a key strength as it’s difficult for a European company like Prozis to identify the best French experts in sports nutrition”, Joao Ferreira. 

Moreover, ibbü can provide you with experts accross 5 countries – France, the United-Kingdom, Spain, Italy and Germany. We always select native experts who live in the chosen country and it is also possible for some of the experts you have selected to chat with your visitors in several different languages!

Read more: [Must-read guide] how do we select the best ibbü experts?

#3  Offer authentic advice to build a great brand image 

Just like your company needs to be able to trust its service providers, customers also need to be able to trust those who help and guide them! Professional customer service agents have a cutting-edge technical knowledge of the products they sell… but they need to sell these products for your brand! The ibbü experts’ added value is that they are independent. They have no subordinate relationship with your brand, they are simply paid to give advice to visitors according to their own experience and passion for your products and / or services. They can advise customers on a particular product over another according to their own authentic experiences.
Offering independent advice and best practices will allow your brand to show its authenticity and not just be a brand that wants to sell its products at all costs. It shows that your brand cares about its customers and wants to give them the best advice possible. This personalised customer experience can have a positive impact on your brand image as well as increasing the conversion rate on your website.

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French and Belgian born in France and interested in everything related to Marketing, Foreign Languages and the Web.

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