All posts by Shawn Plep

4 Steps to Strengthening Operations Through Outsourcing

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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The Secret to Retaining More Customers

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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What Makes Us Different

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. Continue reading What Makes Us Different

Employee Spotlight: Neil Edriane

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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Evaluating Options For Customer Support

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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How To Make Working With A Virtual Assistant Even Easier

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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What Your Customer Support Strategy Is Missing

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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The Key To Customer Retention

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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How To Use Great Customer Support To Grow Your Brand

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.
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