Building a Rapport with Customers Using Voice Support
Personalization of service and building a rapport with customers is a key priority for business leaders across the industries today. Survey after survey has revealed that customers want to be treated as human beings. Yet – despite their best intentions – companies sometimes tend to over-engineer their customer support channels which make navigating through them […]
Key Metrics to Measure the Efficacy of Your E-Commerce Customer Support
Customer service is important, very important. Stats show that almost 80% of companies believe that they provide “exceptional service” to their customers. However, the reality is far from it. This misconception on the part of the companies compromises the quality of support and increases avoidable expenses. Whether you are debating the need for a customer […]
8 Qualities of Exceptional Customer Support
What makes customer support truly exceptional? Some companies like Salesforce define exceptional service as “building relationships with customers” while others prefer the term “proactive service”. In fact, businesses worldwide are spending a lot of time and money to codify the essential elements of exceptional customer support in a bid to gain an edge over the […]
5 Great Customer Service Tips for Small Businesses to Beat the Big Ones
Customer service is now the biggest brand differentiator for businesses of all sizes. Great overall customer experience is now considered to be a more important factor than just the price and product quality. Customers prefer brands that make them feel valued. In fact, research conducted by Oracle shows that 86% of shoppers are even willing […]
Voice customer Support Can Improve Post-Purchase Experience
Is the post-purchase experience of your online brand as good as the product itself? If yes, your customers are likely to stick around with you for a long time to come. In fact, it gives them more reasons to buy from you, convinced that your product is the right choice for their needs. However, the […]
Customer Service Outsourcing 101: 5 Common Mistakes to Avoid and 5 Things to Remember Before You Sign Up
In an age of increasing competition, it is important for online stores to keep things simple- whether it is order fulfilment or customer service response time. Complexity is the Number #1 killer of positive Customer Experience (CX), as multiple studies have shown. Across the typical customer journey, the success of your product depends heavily on […]
Thinking of Outsourcing Customer Support? Here’s why it could be your Smart Move!
Quality – the word sums up the stream of thoughts most business owners have in mind when they consider outsourcing customer support today. Many would even rank it above the equally pressing cost factor. Why? Poor service has emerged as one of the biggest challenges that almost all businesses face today. NewVoiceMedia found that 39% […]
Customer Support Outsourcing Trends: How Has It Evolved to Be the Perfect Way to Manage Customer Queries?
Since the mid-90s, customer support outsourcing has been growing at a rapid pace to satisfy the ever-increasing demand for 24X7 coverage. Offshoring customer support to BPOs was seen as a cheaper alternative by many large companies to achieve this goal. Moreover, outsourcing helped e-commerce businesses build diversified supply chains which were more immune to disruptions […]
Challenges of Outsourcing Voice Support: How to Overcome them
Being kept on hold for 20 minutes by a call center agent on the other side of the world is the last thing anyone wants in the middle of a busy day. Poor comprehension and articulation skills, lack of product knowledge and little to no authority to make exceptions to the procedure are some of […]
Outsource Customer Support: 5 Key Reasons for Your Business
To an online store owner, the decision to outsource customer support may seem like a no-brainer given the time and cost advantages it has to offer. However, think about this for a minute…what if your outsourcing vendor came aboard ship as a partner, an integral part of your team – a Director of Customer Service, […]