Back in the days of Alibaba’s inception, when Jack Ma was trying to get his business off the ground- he relied on outsourcing the website’s development to IT developers from the US. While the primary reason was the lack of IT talent in China in those days, behind the curtains, Ma had also to find … Continue reading Customer Service Outsourcing for E-commerce- The Pathway to Customer Retention
With their robust channel presence – online, on mobile & social media, banks like HDFC and ICICI have been able to deliver seamless banking experience to ever-demanding customers. While almost all private banks are on the edge of introducing chatbot support or have already got their hands dirty with it; HDFC in particular has gone … Continue reading How Customer Service Outsourcing Helps BFSI Evolve Digitally
The education sector has gone far beyond hiring private companies to run their cafeterias. BPO services solve a wide spectrum of problems for them. This came into light when University of Mississippi leveraged outsourcing to offer seamless service to students. Like most institutions, the University of Mississippi had to deal with peak admission periods. It was … Continue reading How BPO Services Help Edutech Win More Students
EuropCar – a French car rental company couldn’t make much impact in the market in the early stages of development. Why? Because, it offered little beyond a simple website that couldn’t keep customers tightly engaged. However, its impact on the market was felt later post it launched an app with integrated services like live chat and in-app support. By integrating … Continue reading How Does In-App Support Benefit Your Business in Long Run?
With all the talk about AI and chatbots, it won’t be surprising to see minimal human intervention in customer-company relationships. In fact, a Gartner research claims that by the year 2020, over 85% of customer interactions will be without any human intervention from the company’s side. So how exactly will companies stay in touch with customers? … Continue reading Will Email Support Services Work for Your Business Growth?
“Customer is king.” This statement made sense a decade ago and it makes sense even today, isn’t it? In a time when customers have ten alternatives for a single product or service, it has become necessary for businesses to focus on the experience they offer to their buyers. Not so surprisingly, 76% of customers stop … Continue reading Top 5 CX Trends of 2018
After tasting huge commercial success in the early 70’s, the top bosses at Ford were hungry for more. To be regarded as the best in the business, they had to prove their mettle in automobile racing’s toughest test, the 24 hours of Le Mans. Ford didn’t possess any racing pedigree, but still went on to … Continue reading How Customer Service Outsourcing Can Supercharge Your Revenue Growth
How many of you have grabbed your phone and looked up that gadget, hotel, airline, restaurant or hair salon before heading out or while making plans? I bet you’re all nodding your heads right now. What about coming across products/services or places with low ratings or negative reviews when you have searched them on the Internet, would that … Continue reading How Online Reputation Management Affects your Customers’ Buying Preferences?
New technologies, innovation, and competition at global level are driving the growth of the outsourcing industry. Skill shortage, trade protectionism, and security have been some of the trending concerns since the start of 2017. However, BPO industry must optimize to grow with technology cutting entire pieces for call center outsourcing services providers. With global call … Continue reading Solving Market Challenges with Call Center Outsourcing
From “May I know your order number?” to “Thank you Mr. X for being loyal. You recently upgraded your service. Are you satisfied or looking for any upgrades?” Customer service has evolved tremendously. Digital transformation has caused a far-reaching impact on how businesses deal with customers today. Customer experience has surpassed price, product, and other … Continue reading Customer Experience amid Digital Disruption: CIOs & CXOs