Whether you are the CEO of a large multinational business or the owner of a smaller startup, the chances are customer service is often a challenge for your business. If you focus too much on customer service you could become distracted from other aspects of your business, but focus too little and you will lose loyal customers and build a damaging reputation.
The digital age has brought with it increased competition across all industries, and customer service is now an essential component to a well-thought out customer experience and the success of your company.
Not only do customers simply want the best possible products or services, they want to be taken on a customer experience journey. They want to be able to engage with your company in the easiest way at the time most convenient with them, and they want issues and queries to be solved instantly.
This is why many businesses are partnering with outsourced contact centers to provide their customer service.
Outsourcing your customer service to a contact centre will give your business access to expert representatives, innovative and omnichannel technologies and world-class strategies that will transform your customer experience.
So, how exactly can an outsourced contact center help improve your customer service strategy? Advantage Communications has listed five ways here:
1 - Access to expertly-trained customer service representatives
Managing and implementing a high-quality customer service department is not an easy or affordable task, especially when you take into account seasonal selling periods where it’s essential your company ramps up its customer service for the festive season.
Recruiting can be time-consuming and costly, and that’s before you have even trained your new employees. However, through outsourcing your customer service to a contact center you can reduce the stress, time and cost of both hiring and training, and simply watch on as your profits increase.
2 - Focus on your core competencies
Outsourcing your customer service to an expert contact center will free up your management team to focus on core competencies within your business. This could include developing products and services, customer acquisition, marketing campaigns and any other growth initiatives that will take your business to the next level.
By outsourcing your customer service department, your business will have the time needed to focus on executing these growth initiatives and building your brand.
3 - Build your brand’s reputation
Customer experience is vital to building and growing your brand, as well as its reputation among consumers. By creating positive and memorable interactions with your brand, you will be able to build the identity you want to create for your company.
A contact center will make this happen by improving your customer service, increasing engagement with consumers, providing a self-service platform where customers can get immediate resolutions and providing a seamless overall customer experience.
4 - After-hour support
Improved customer experience across all industries, led by large corporations such as Apple, Amazon and Netflix, means customers are no longer willing to wait for customer service. They want answers to their questions right now, no matter what time it is.
Customers will abandon shopping carts and move to competitive companies if they can’t get immediate assistance. Thankfully outsourced contact centers can make use of expensive technologies such as artificial intelligence (AI) and chatbots to provide round-the-clock service.
5 - Access to innovative technology
Speaking of artificial intelligence, innovative technology is incredibly expensive for a company to implement into their own customer service department. It involves paying for the software, paying an IT professional to keep it up and running and paying for customer-service agents to be trained in how it’s used.
When outsourcing your customer service to a contact center, look for a company that uses innovative technologies such as AI and operational intelligence in their strategy. This not only improves the customer experience and reduces customer effort, but it also helps agents to do their job.
Want to learn more about how Advantage Communications can transform your company’s customer service with innovative technology and world-class customer service representatives? Contact us today.