Category: Customer Service

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

“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

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

Customer service is not the primary forte of companies in any segment, but it is central to their success. Strong customer engagement & rising customer expectations demand companies to deliver an omni-channel experience. Gone are the days when merely a single channel presence would suffice. Today, customer support across channels needs to be consistent, connected … Continue reading 4 Sectors that must Outsource Customer Service & Why?

The central point of success for every e-commerce company is customer acquisition and retention. However, consumers today have plethora of choices and they are not afraid to choose other options at the drop of a hat. This makes it imperative for companies to be strategic about customer retention through continuous engagement. Partnering with customer service … Continue reading 3 Vital Customer Engagement Strategies for E-Commerce

Building trust and establishing strong relationships with customers is the key to business success. However, it is often poor customer service that leads to an increased churn rate. As per Huffingtonpost, 67% of consumers site bad experiences as a reason for churn. Delivering service that makes customers happy is a challenging task. Brands often remain … Continue reading Understanding Top 5 Reasons of Customer Churn

Focusing on customer service is an essential element of success in the travel industry. While travelers consider a host of options like tailored holiday packages, discounts and deals, it is the customer service that eventually contributes to the success of travel companies. Before traveling, people come up with a number of questions regarding budget, transportation, … Continue reading Customer Service – The Key Differentiator for Travel Companies

In today’s competition-led market, businesses need to deliver excellent customer support. When customers knock your door for help, it is a potential opportunity to generate more business. Even if they come in with complaints, the way they are handled makes the difference. Effective customer support does not always require a big budget, although it involves … Continue reading 4 Ways to Spend Wisely on Customer Support