Customer service is the king these days. It’s a key differentiator that stands a brand out from the crowd. Businesses too have realized this and started to offer exceptional customer service. But in order to deliver a great customer service, companies have started outsourcing customer support to experts. Customer support outsourcing majorly brings in 2 benefits: Reduced Costs and Improved Productivity.
However, choosing the right BPO services is not easy and if you are planning to outsource customer support, here are some vital tips which, at any cost, must not be ignored.
Tip#1: Know When To Outsource
Are you facing any of these issues?
- The volume of customers is greater than what you can handle?
- Your customers expect services which you cannot offer?
- You spend more time addressing customers than on your product & services?
If you can relate yourself and your company to any of the above challenges, then you have good reasons to go for customer support outsourcing. Do not simply opt for outsourcing because others are doing it.
Tip#2: Choose Right Support Channels
In the multi-channel era, it would be quite tempting to have all communication channels. But ask yourself is it really worth it? Offering a number of support channels will provide multiple ways to customers to contact you but do they really need it? A plethora of modes to contact you will increase your costs. So it is important to gauge customer behavior and find out which are their preferred channels. If you think, they prefer traditional communication channels like voice and SMS, it would be good to opt out other channels like email, live chat etc.
Tip#3: Find the Right Outsourcing Partner
When outsourcing, you let the outsourcing company be the voice of your business. Thus, it is very critical to find the right Business Process Outsourcing Company. It is vital to check the amount of experience the company holds working in the similar industry. At the same time, you must also research about the company on its website and look for its clientele. If the particulars do not fit your requirements, it’s better to move on and look for another company.
Tip#4: Don’t Underestimate Social Media
Social Media holds an enormous potential when it comes to customer engagement and delivering customer support. Nearly every business has a social media presence on popular platforms like Facebook and Twitter these days. Customers use these platforms to connect with the company. But your response on the social media affects your brand’s reputation.
Since it is an open platform, everyone can see the interaction history. A timely response is highly appreciated. As per a report from Lithium, 53 % customers expect a response to their Tweet within an hour. Thus, social media management is one of the key metrics when it comes to delivering a great customer support.
Tip#5: Consider Location
When outsourcing it is vital to decide the location of your outsourcing company. Based on your business requirements, you can decide whether you want to go for offshore or local. Since language barrier can hinder your customer support, outsourcing to the US could be an option. But if you do not want to spend so much, you may opt for outsourcing to India. Outsourcing customer support to India is a good option for many businesses.
Tip#6: Check the Cost
Whenever you get into a contract with the outsourcing company, make sure you read the agreement, policies and security measures very carefully. Another key thing to check is the cost. Talk to your outsourcing partner for hidden costs and make sure you don’t get any of those.
Following these tips will ensure you get the most out of your decision to outsource customer support. GizmoSupport is a leading customer support provider for Telecommunications, Banking, E-Commerce and High-Tech industries with over 12 years of experience in handling customer service. Contact Us with your requirements to know more.