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SupportZebra Blog

3 Steps to Building the Best Customer Success Program

Posted by Nathan Yap on Dec 7, 2016 10:40:37 AM


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Topics: customer support, outsourcing, bpo, business process outsourcing

4 Steps to Strengthening Operations Through Outsourcing

Posted by Nathan Yap on Nov 29, 2016 9:09:38 AM

There is a common misunderstanding that to outsource any part of your business is a sure cry for help. On the contrary, many businesses are now taking a proactive approach toward strengthening employee efficiency by outsourcing operations. BPOs support non-primary functions, freeing up time for your human resources, accounting, and customer service departments to focus on more vital tasks. Here are some ways to strengthen your overall business functions by outsourcing:

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Topics: customer support, outsourcing, bpo, business process outsourcing

The Secret to Retaining More Customers

Posted by Nathan Yap on Nov 10, 2016 3:16:54 PM


Successful customer retention comes down to understanding your consumers, their needs and expectations.


More and more companies are adopting customer success programs to adhere to consumer standards, increase retention, and significantly reduce churn. In fact, David Skok reasons that by effectively managing customer success, a business that cuts customer churn in half can double revenue in the first year and produce upwards of 60% new revenue over five years. 


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Topics: customer support, customer retention

What Makes Us Different

Posted by Nathan Yap on Nov 1, 2016 2:06:00 PM

While there are a lot of areas that make SupportZebra unique, today I want to focus on our people and what it means to be a SupportZebra. How good are our agents? They are top-notch. You can argue they’re actually overqualified for our positions.


Looking at some stats, traditionally 2/3rds of our agents have undergraduate degrees AND the other 1/3rd have graduate degrees. Some of the most popular degrees include Information Technology, Business Administration, and Computer Science.

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Topics: customer support, employee spotlight

Employee Spotlight: Neil Edriane

Posted by Nathan Yap on Oct 12, 2016 8:10:00 AM

At SupportZebra, our biggest asset is our employees. We value their individual contributions, their contributions to the team as a whole, and the unique knowledge each of their personalities brings to our family.

In our employee spotlight series, we’ll introduce to you to a vital member of our team in each post. This post features agent Neil Edriane:

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Topics: employee spotlight

Why BPO Is Not A Quality/Cost Tradeoff

Posted by Nathan Yap on Oct 4, 2016 2:12:00 PM

When a company decides to outsource some of its business processes, the decision-makers often have a hard time determining if it’s worth it. Most people think that outsourcing means you’ll be sacrificing quality just for cheaper costs…. But that’s not the case!

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Topics: bpo

Evaluating Options For Customer Support

Posted by Nathan Yap on Sep 28, 2016 4:42:30 PM

Providing top-notch customer support makes for happier customers. Making yourself readily available and easy to get in touch with when problems arise makes customers feel more confident in your ability to solve problems. Over time, following up quickly with helpful and successful fixes to problems leads to greater customer loyalty.

Avoid annoyances with one of the following customer support options. Based on your company size, variance of customer base, and intricacy of problems, you may consider combining two or more of the following solutions.

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Topics: customer support

How To Make Working With A Virtual Assistant Even Easier

Posted by Nathan Yap on Sep 21, 2016 8:58:58 AM


Outsourcing to a virtual assistant can be a daunting task… how do you even know where to start? The good news is, it’s easy to get started and get it done effectively if you know which tasks to delegate, how to make delegation easier, and how to make sure you and your VA both stay productive.

Here’s our quick start guide to make working with a VA easier than it already is.

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Topics: virtual assistants

What Your Customer Support Strategy Is Missing

Posted by Nathan Yap on Sep 14, 2016 10:15:54 AM


Be honest: how effective is your current customer support process? Do you keep in touch with your customers on a regular basis, or do you struggle to keep them in the loop? No matter where you fall between these two extremes, there’s something missing from your strategy that everyone can get good use out of.

Ever heard of business process outsourcing, or BPO? Typically when someone thinks of outsourcing business processes, they think of a virtual assistant-type person to take tasks off their plate. But there’s so much more to it than that!

Your customer support strategy can grow and thrive by outsourcing key business processes to a skilled set of representatives.

No idea where to start? Don’t worry, it’s easy. Here are some ideas of the most commonly outsourced customer support functions:

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Topics: bpo

The Key To Customer Retention

Posted by Nathan Yap on Aug 26, 2016 3:59:00 PM

In every business, no matter the size or the industry, there are two main objectives: grow revenue and decrease customer attrition. Learning how to increase your revenue is the easy part - generally, keeping your costs below your income is a good place to start. But learning how to decrease customer attrition can be a little more difficult.

What’s the secret? Customer satisfaction.

If customers are truly satisfied with your brand and like doing business with you, they’ll be less likely to churn. Now the question is, how can you ensure you’re keeping your customers satisfied?

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Topics: customer satisfaction