How to Calculate the Real Cost of Customer Support
Thinking about scaling up your customer support team? While this is a great decision, there might be a number of things on your mind. From setting up the infrastructure to hiring agents, your decision will likely be based on a number of different metrics, both long and short term. However, among the many fixed and […]
Voice Customer Support Center: 5 Proven Best Practices
83% of customers still associate the idea of customer support with speaking with an agent over the phone. This was discovered in a recent study carried out by Verint Systems, Inc. “Speaking to someone” is always easier for issues that may be as simple as changing a shipping address to something as serious as making […]
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 […]
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% […]
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 […]
Can Outsourced Voice Support Delight Customers, Align with Brand? Learn How!
The debate over outsourced customer support operations has been convincingly settled in its favor. The cost advantage of outsourcing to a specialist call center – with core competence in building and scaling voice support teams – is undeniable to an online store owner. This is because online businesses rarely have the bandwidth to invest in […]
List of Best Outsourcing Companies in USA
Business process outsourcing (BPO) is a great way for outsourcing companies in the USA to delegate repetitive tasks and focus on important management and development decisions. In fact, 24% of small businesses choose outsourcing to increase efficiency. But choosing an outsourcing company is not an easy decision to make. That’s because delegating your business processes […]
Why Outsource Customer Support: A Definitive Guide
The decision to outsource customer support comes into picture when you realize that the needs of your customers are escalating exponentially. Either the inbound volume of your customers’ queries start overflowing or you miss out on time due to a void in customer engagement past the working hours. Hence, you can miss a huge chunk […]