Customer support isn’t just for the customer. Sure, it may sound counterintuitive, but the relationship between customers and brands is mutually beneficial. While the main priorities for providing high-quality customer service are to ensure your customers remain happy and prevent problems from arising, having the reputation of being a great service provider will have a huge positive impact on your brand image. Leveraging your online presence is essential for growing your brand via customer service.
Topics: customer support
When you think of BPO, what comes to mind? You already know that outsourcing your business processes saves you time and allows you to focus on the tasks most important to you (if you can determine which tasks to delegate out, that is). But the truth is, the benefits of BPO extend far beyond just time savings.
These are some of our favorite benefits of BPO:
Whether you formally work in customer service or not, you need to have a basic understanding of customer service skills. It doesn’t matter your department, your seniority level, or your industry - you’re responsible for the experience your customers have with your company, which is why you should be concerned with your customer service skills.
Every employee, no matter what role they’re in, should have the following skills in order to effectively exhibit superior customer service.
Is your insurance company in need of an extra set of hands? The good news is that with the increased capabilities of outsourcing companies, you too can outsource key business processes to free up your time for more lucrative parts of your business.
Whether you’re just trying to figure out what in the world business process outsourcing (or BPO) actually is, or if you’re considering taking the plunge and outsourcing some aspect of your business, look no further. Consider this blog post your primer for all things BPO!
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 Rachel Flores.
Topics: employee spotlight
Gone are the days where a call agent simply placed or received calls and took or left messages. These days, call center agents have expanded their realm of responsibilities. They’re now focused on customer support aspects, which means call center offerings are much more robust than they have been in the past.
While it may not be surprising to see an internal call agent take on other responsibilities, today you can also find outsourced call agencies that will complete back office tasks as well. So if you are afraid of paying to outsource with low call volume or fear of not getting your money’s worth, ensure you find an agency that pairs with business process outsourcing (BPO).
In today’s world, we’re seeing more customer support agents:
Customer experience can be a touchy subject. Because it’s a constant process and any small action can have a huge impact, it’s often times seen as a giant undertaking to try to improve customer experience or “tame the beast.” While a huge overhaul of customer experience may be necessary in extreme cases, small tweaks and improvements are enough to get by if you’re in a momentary rut or just need a little extra push.
The following tips will help you take your customer experience up a notch.
Topics: customer experience
To some, delegating business processes to other organizations sounds scary. Unfortunately, we hear it more often than we’d like to admit: people are concerned that not doing foundational business processes in-house means that they won’t be done in a quality manner, and often from those who would benefit the most from outsourcing. Usually, these are the individuals who think that overworking is a natural byproduct of a small but successful company, but that’s not true! Keeping all tasks in-house when they can be successfully outsourced is detrimental to company productivity, employee happiness, and work quality.
Offering a truly remarkable customer support experience has gotten harder and harder, it seems. Why? Companies have found strategies that work and have stuck with them throughout the years.
While in some cases this can be fruitful (such as in highly volatile industries like retail or for companies with high brand loyalty), that’s not always the case. There are two types of companies who lose out on this type of strategy:
- In more mature companies, your customer base is constantly changing. What worked last year may not work this year;
- If you’re a young company, you need to differentiate and stand out from the crowd.
Do either of these situations sound like you? If so, don’t worry - we’ve got you covered. We’re sharing our four favorite methods to amp up your customer support strategy from standard to superior.
Topics: customer support