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The modern consumer is both knowledgeable and empowered. They expect to be seen, understood, and catered to on a personal level. Simply put, they know they have options and aren’t afraid to explore...
The modern consumer is both knowledgeable and empowered. They expect to be seen, understood, and catered to on a personal level. Simply put, they know they have options and aren’t afraid to explore them. Even more so, today’s shoppers have fully...
Marketing’s evolvement from traditional to digital represents the latest stop of a long journey. Throughout history, marketing kept pace with the market’s tendencies to develop new tastes and preferences. And when the pandemic changed consumers’...
The BPO industry in Africa is rapidly expanding, showcasing an impressive annual growth rate of 5.6% projected to continue between 2021 and 2028. This trend underscores the tremendous potential for businesses to tap into Africa's burgeoning BPO...
Call center agents played a vital role during the pandemic, when many customers were otherwise cut off from outside services. This included bank accounts, utility subscriptions, and other transactions made outside the home, where call centers...
Today's customers have access to a world of information at their fingertips, which makes it easy to shift brand loyalties. This reality leaves some companies wondering what they can do to retain customers and combat churn.
Providing a good customer experience goes beyond simply making the sale. You also need to ensure customers are supported when they have post-purchase queries or issues. As a result, call centers are essential for most businesses. While it’s a good...
The Business Process Outsourcing industry has experienced tremendous growth in recent years, with start-ups and global brands turning to outsourcing their operations to cut costs, streamline operations, and improve customer satisfaction. With this...
There’s much to love about working remotely—no commute, no dress code, no distracting hallway conversations. Although the COVID-19 pandemic forced most businesses into remote work, two years later, the benefits have proven too good for companies and...
One of the most significant challenges companies face is how to scale internationally. A critical component of that expansion is having multilingual support. Although English is the most popular language online, it only represents 25% of the world's...
Good customer service is a crucial element in the success of online casinos. Unlike regular casinos, which have in-house customer support, online casinos rely solely on online channels to assist players. That said, many new online casinos overlook...
The global Covid-19 pandemic and the resulting stay-at-home mandates changed how we live and work. It also changed the way we shop. According to McKinsey, three-quarters of consumers experimented with new shopping behaviors during the pandemic. This...
The hospitality sector is an industry highly dependent on customer satisfaction. Great reviews are often proof of a great hotel guest experience. When more people share their positive experiences online, the hotel’s reputation dramatically improves....
Live chat has taken off as one of the most critical customer service communications channels. The latest stats suggest that every company should offer live chat as part of their service mix. Beyond the numbers, live chat also provides proven...
Artificial intelligence (AI) continues to push the boundaries of our technological capabilities. One radically transformative AI field is computer vision, where computers and systems construct meaning from the visual information around them. Then,...
The hospitality business is one of the most customer-facing industries. Each establishment’s reputation is often based on how well it treats guests. However, a hotel’s performance is only as good as its customer reviews. This is why most hotel...
Customer connection is often viewed as a more intangible thing than hard data like ROI since people’s feelings and emotions are harder to measure with exact numbers. However, studies show that businesses tend to look far beyond just cold sales...
As customer expectations soar through the roof and customer needs become more complex, companies struggle to service each person properly. The challenge is not only on the front end of onboarding new customers but also on reaching out to every...
Through seemingly endless quarantine periods and citywide mandates, it’s all too easy to feel as if time has stood still for the past two years. On an individual level, perhaps that’s not entirely untrue. But, for the global health industry - as...
Outsourcing customer support is a great way to provide affordable but reliable service to your clients. Whether for voice or non-voice applications, there are plenty of excellent customer support outsourcing companies that fit every requirement.
Companies on a high-growth trajectory often rely on outsourcing as they scale. According to a survey by Deloitte, 70% of companies outsource to save money. Other common reasons for outsourcing include flexibility, speed to market, and access to...
Chat support, phone support, email support, self-service … choosing the right types of customer service and the right communication methods for your business can seem like a daunting task.
The adoption of on-demand services has grown steadily in recent years. In 2016, the total spending on on-demand services was $57.5 billion, and it's on track to hit $335 billion by 2025. Massive adoption is occurring in several sectors, including...
Despite the popularity of instant messaging, chat, and social media, you shouldn't give up on email just yet. Electronic mail remains one of the best, most cost-effective tools for marketing. In addition, email support is a reliable workhorse in the...
The gaming market is highly competitive with over 2,457 companies around the world and $30.4 billion in revenue. There are new games popping up virtually every day and one of the biggest differentiators is the customer experience (CX) they offer....
Social media is a powerful tool that has become integrated into consumers’ daily lives. Nearly 59 percent of the global population uses social media platforms, with the average user spending roughly two hours of their day browsing through their...
Today's customers have unprecedented access to information and can easily shift loyalties to new companies. In fact, studies show that 33% of US consumers tend to switch companies after even a single instance of poor service. Brands must deliver...
In the digital age of information, an effective business strategy places a strong emphasis on meeting customers and their needs where they are. Consumers have become accustomed to accessing anything at any time from anywhere. They can shop while...
Customer service is now even better with software-as-a-service tools. SaaS helps companies deliver better customer experiences at much lower overhead costs.
According to a PWC report, around 73% of consumers consider customer experience an essential factor in their buying decisions. Moreover, 65% of consumers find a positive experience with a brand to be more influential than great marketing.
The COVID-19 pandemic disrupted nearly every industry in multiple ways. A particular challenge involved shifting work from the office to employees’ homes. As a result, employees set up home offices in anticipation of working from home for an...
In the days of only bricks-and-mortar shops and services, customer service was already an important component of a company's success. The digital economy, however, has changed how customers interact with companies and transformed their expectations...
For any business to succeed, several culminating factors must harmonize. Gathering data about what your customers need, what resonates with them best, and analyzing these findings are important steps in gauging how well your business is doing. One...
Having an international presence is a major opportunity for growth for any company—but not if your customers cannot access support in the language they speak. Even within a single country, customers can come from a wide range of language groups. In...
In a world of cutthroat competition amid similarly-marketed products and services, excellent customer service often determines who comes out on top. It’s not enough for companies to have the best products or the most competitive prices. Not having...
NFTs (non-fungible tokens) went from a very fringe concept to a widely accepted aspect of the world of cryptocurrency. NFTs are used for many things—from game tickets to digital art to supporting tech startups. And there are a lot of interesting...
There are a million things that differentiate businesses from one another, and a million more that divide industries entirely. Within this sea of opposition, they all share one truth: customers are their lifeblood. Whether you are in the business of...
Image recognition is transforming the way online users shop for products. In the past, you had to physically go and look for products that you wanted to buy that looked similar to something you wanted. Machine learning and data science have turned...
Customers are the greatest, most indispensable aspect of any company. It doesn’t matter how big you are or how promising your product is—without them, you cease to exist. So, you must understand your customers, their needs and desires, as well as...
Over the past few years, contact center outsourcing services have undergone a major transformation. With the advent of cutting-edge technologies, call center outsourcing companies in USA and other locations around the globe can now provide a much...
The food delivery business has absolutely exploded in the last few years. Food delivery revenue in the US spiked to $22.4 billion in 2021 alone, and the market size is on track to double to $320 billion in the next seven years. Doordash is one of...
When you think of excellent customer service, you probably recall the overly polite support specialist or the way your server seemed to magically reappear before your glass ever ran dry. The list runs a mile long, yet likely nowhere on it are you...
Telehealth adoption was already underway before COVID-19 hit. But the pandemic pushed telehealth use into fast-forward for providers and patients alike. Here's just one data point from a government report: Medicare visits conducted via telehealth...
The global fintech market is on track to grow at an annual rate of 20% over the next four years. There is a tremendous amount of competition as literally hundreds of startups are racing to secure funding rounds and establish themselves as dominant...
Out of necessity, the coronavirus pandemic ushered in the age of the remote team. And even as the pandemic gradually winds down, many companies have no plans to look back. According to the career site Ladders, remote work opportunities grew from 4%...
We all know that it's easier to retain an existing customer than acquire a new one. It's no surprise that rising customer acquisition costs have caused some businesses to shift their focus away from advertising budgets to improving their retention...
Chatbots are reshaping the way organizations gather valuable data and communicate with customers. A lot of industry leaders are wondering how it is possible to improve customer service with NLP. The global chatbot market is set to reach US$ 454.8...
Despite a recent dip and the general volatility of the market, cryptocurrencies, on the whole, are gaining ground. According to the International Monetary Fund, by September of 2021, the market value of crypto assets had increased ten-fold since...
High levels of workplace stress have left many seeking advice on how to prevent burnout. Feeling anxious about deadlines, presentations, or a busy schedule every so often is normal and can positively drive us to perform well. However, when stressors...
In the digital era, where so many aspects of life have an online component, companies that can track what their customers are up to have a huge advantage. For gaming studios, the potential is endless: specific metrics can track customer engagement...
Human history has been an ever-evolving whirlwind of tried-and-true progression. The advent of the internet has made this truer than ever, especially in the field of healthcare. Over the past 30 years, we have engineered the greatest, most rapid...
Customer expectations are skyrocketing, as the pace of digital shopping has grown immensely in recent years. Today's retail customers can easily research and buy from dozens of competing websites. That means brands have to work harder to maintain...
For customers with less urgent concerns, email support offers a convenient, etched-in-digital-stone solution. This channel remains a popular choice among consumers despite the introduction of instant messaging and social media. In fact, a 2018...
Government agencies are increasingly offering online services to citizens—a move that saves time and energy for both parties. Around 1.3 billion hours can potentially be freed up through automation in the US federal government alone, but the...
Phone vs. live chat, understand the pros and cons to improve customer support. Read on to learn about an integrated solution every modern online business should consider implementing—omnichannel support.
Digital technologies have made life easier for everyone. They've also made it easier for people to research products online and purchase from digital retailers. However, consumers are now accustomed to low-effort purchase experiences—like the...
Regardless of how much your company prides itself on its customer service, you should remain committed to continual improvement. To do so, organizations need to actively monitor their quality assurance (QA), or rates of customer satisfaction. Using...
Congratulations! You just landed your company a new customer. You're both excited about working together, but you still have to onboard the customer before the real partnership can begin. Unfortunately, more than 90% of customers think companies...
Healthcare companies, no matter the nature of their business, their individual specializations and fields, and the products and services they offer, face a unique set of challenges. Their processes are dynamic and ever-changing, operations are prone...
It might seem like a sound strategy: let social media do its thing to promote your business and assume that your hard-won reputation will remain intact. In reality, this could not be further from the truth. In today's cultural climate, social media...
Exceptional customer service is key to curating an industry-leading reputation. Positive public perception is key to fostering an expansive, loyal customer base. An expansive, loyal customer base is key to a healthy bottom line. So, how do we...
Today's financial industry is in the midst of a massive shift as consumers turn to the fintech sector for personalized finances without traditional fees. In fact, fintech is one of the world's fastest-growing markets, with an annual growth rate of...
In a saturated retail market full of good products with competitive prices, the only way sellers stand out is by providing an excellent customer experience. Buyers who receive good customer service tend to become loyal advocates of the brand, while...
After a lackluster 2020 due to the pandemic, 2021 saw the strongest retail growth in more than two decades. As e-Marketer reports, brick-and-mortar sales rebounded, and eCommerce growth was impressive. Total US retail sales topped $1.2 trillion, up...
The COVID-19 pandemic has arguably transformed healthcare, perhaps more than any other industry. As consumers began putting greater emphasis on convenience and the demand for easily accessible care soared, the digital health industry boomed in novel...
By 2026, the market volume of the business process outsourcing sector is on track to surpass $4 billion, and there's a reason why that figure is so high. Companies have woken up to the fact that third-party service providers can up the company's...
Customers are the lifeblood of every business. For a business to survive, it needs to improve customer satisfaction. However, few businesses understand that it is much better to focus on customer retention rather than customer acquisition. Because...
With artificial intelligence (AI) and machine learning (ML) technology gradually seeping into our daily lives, data and its appropriate use can cause a substantial impact on a company’s bottom line. ML algorithms can effectively use accurately...
Today’s competitive market offers consumers a plethora of options. With many companies offering identical products, the one area that can distinguish a brand from its competitors is exceptional customer service. Customers who have the option of...
Cybercrime is rising in all industries, but its effect is felt acutely among financial firms. The financial sector experienced a significant one-year spike, with 74% of institutions facing a significant rise in threats, while others worried about...
COVID-19 has been one of the toughest challenges facing today’s healthcare professionals. When cases rose, many hospitals and clinics needed to adapt their practices quickly to keep patients and providers safe.
Amid a tightening economy, businesses are bracing for a slowdown. As interest rates rise, companies will need to cut back on spending. As everybody starts looking for ways to increase efficiencies following decreased budgets, many will revisit the...
At first glance, order processing seems like a behind-the-scenes function, but it truly is critical to the overall customer experience. The reason: Shipping speed has become a key driver of customer experience for digital retail. However, shipping...
Increasing demand for fintech business services has left many organizations scrambling to attract the right talent. The shortage in tech talent negatively impacts hiring managers across organizations of varying sizes, too. Large and small companies...
It's a phrase that haunts any SaaS company leader: customer churn. Research shows that more than two-thirds of SaaS companies have 5% or more churn rates in a single year, while companies experiencing low growth have churn rates as high as almost...
Whether you are conscious of it or not, every single interaction a potential shopper has with your brand contributes to their overall opinion of your company. Positively or negatively—every exchange with your support team, products, services, and...
In recent years, more companies have started looking to outsource than ever. As a result, the global outsourcing market has experienced a compound annual growth rate (CAGR) of 8.5%, with continued expansion on the horizon.
Can social media double as customer service tools? Most companies use social media to amplify their brand voice in hopes of connecting with customers. According to the 2022 Social Media Marketing Industry Report, 85% of all marketers agreed that...
As an eCommerce company, you’re always looking for ways to grow your business and make your processes more efficient. One of the biggest challenges is finding qualified and flexible employees that will work together to help scale your business. This...
How important is company culture? Is it just a matter of boosting employee morale so they can perform their work better? Is it setting up the workplace in such a way as to make it conducive to productivity and ideas generation? Or, is it instilling...
All over the world, there are different types of healthcare systems, ranging from basic to advanced. However, they all have one common factor: They aim to provide the best possible care to the patient. Thanks to the proliferation of internet...
It’s a given that keeping your customers happy will ensure longevity and long-term success. Your customers are the lifeblood of your business, and customer satisfaction needs to be a top priority if you want your business to thrive and grow....
Startups need to launch quickly and effectively, often with limited internal resources. That's why many businesses choose to outsource some aspects of their operations to other companies. According to Forbes, many notable companies, including Slack,...
If you've observed consumer-business interactions over the past few years, then you may have noticed that phone calls are still popular. As it turns out, many people still prefer to call customer support despite the popularity of modern...
One of the biggest misconceptions in the field of artificial intelligence (AI) is that machines can do all the work themselves. The exact opposite is true. Yes, AI and machine learning have advanced capabilities to automate processes and tasks that...
A study of customer support trends shows that enhancing the overall experience is a key business differentiating factor. Companies realize that it's no longer enough to offer the best service or product. Customers’ feelings about their overall...
Did you know there were nearly three billion gaming players estimated around the globe in 2021? That figure represents a 5.3% increase over 2020, which saw a hike in gamers due to the COVID-19 pandemic, according to NewZoo's 2021 Global Games Market...
Business process outsourcing (BPO) has taken the world by storm. Valued at over $232 billion in 2020, the BPO market is expected to further rise at an eye-popping 8.5% compound annual growth rate (CAGR) between 2021 and 2028!
Working from home (WFH) used to be a luxury that few companies offered, especially full-time. However, the COVID-19 pandemic forced many businesses to find remote solutions for employees.
When strategizing to retain and acquire new customers, you may not consider upgrading your team's customer service skills. Not prioritizing this improvement can be a major mistake. Regardless of the quality of your product, customers are more likely...
The digital economy has ushered in a new phase of globalization and is, as expressed by the World Economic Forum, "becoming a force to be reckoned with through e-commerce and digital services." While this is good news for the growth of any venture...
The back office is often considered the backbone of the company. It’s where all the essential administrative and customer support functions take place, and when back-office processes run smoothly, it sets your business up for financial and...
A lot has changed since the 1990s dot com boom. Technology has improved dramatically (think: internet of things, cloud technologies, and artificial intelligence), offering convenience and efficiency to consumers. At the same time, consumer...
The benefits of a well-structured customer care plan are essential as they assist in retaining customers and creating loyal brand ambassadors, both of which are essential to the long-term success of your business. The survival rate of small...
AI is increasingly becoming an essential aspect of doing business. Already, over 77% of all devices we use feature AI in one form or another. By 2025 the global AI market is expected to reach $60 billion. And one of the most-used personal...
A customer service specialist serves as an integral link between a company and its customer base. The service specialist plays an important role in creating and maintaining a good brand reputation. The role is largely responsible for customer...
When the COVID-19 pandemic took the world by surprise, many locales implemented stay-at-home recommendations that kept people from visiting brick-and-mortar stores. As a result, people turned to the internet to order everything from toilet paper to...
Your business should run like a well-oiled machine. But just like a machine, its parts need to be in sync and well-connected. Outsourcing certain back-office functions can help do just that.
Many companies benefit from outsourcing back-office functions — an approach that allows them to focus on core functions and attain efficiencies. According to a recent survey report, companies choose to outsource mainly to improve efficiency (24%)...
How do you define eCommerce success? Is it merely getting the most customers, the most orders, or having the best online feedback? In today's competitive marketplace where up to 90% of all startups fail within the first four months, it‘s essential...
Technology, specifically artificial intelligence (AI), provides a promise for a better future in healthcare. By using advanced algorithms, machine learning (ML), and more, AI can help improve both the patient experience and care. As the world turns...
Business process outsourcing (BPO) enables companies of all sizes to outsource their back-office functions, such as customer service and accounting. The benefits are numerous: lower costs increased productivity, and the ability to focus on core...
Here is a full-proof mantra for success – change! Yes, change is the only constant thing in the world that guarantees success. Look around and see how quickly we outgrow technology and how our money habits change. Well, rules and regulations are not...
“I won’t complain. I just won’t come back.” – Brown & Williamson Tobacco Ad Customer support is (or should be) an integral feature of the modern business landscape. Customer service (CS) and customer experience (CX)—the two functions that comprise...
Aftersales services are the various processes that ensure customer satisfaction after you deliver goods or services. These services are provided in a follow-up communication, such as email support in most cases.
Today's online shoppers expect to receive help when they want it, fast responses, and interactions with real people. No wonder they love businesses that offer live chat. The truth is that phone and email support are losing traction with prospective...
Social media trends and popular engagements are increasingly impacting how companies market their products and services. Consequently, outsourcing companies are tapping into this new marketing force to drive sales for their clients.
Great customer service is no longer just a nice-to-have ideal for companies. Instead, exceptional service is a must for every and can be the differentiating factor that determines success or failure. Just consider these statistics:
How do you measure business success? Many people will argue for profitability. It is, after all, the main reason for going into business. However, using that definition automatically excludes it as a metric. Why? Simple. Profitability is not a...
In business, customers simply vote with their feet and head off to the competition if a company doesn't meet their expectations. Government agencies have no such competition, yet it's even more crucial for them to provide top-notch service. When...
There is no overstating how important eCommerce is. It's the lifeblood of any business, and it can make or break a company. In order to stay competitive in the world of eCommerce, you need to find ways to outsource your eCommerce needs. There are...
It's a well-known fact that customer service is the foundation of any successful business. As evidence, consumer research from PricewaterhouseCoopers (PwC) revealed that 86% of people are willing to spend more money on brands that provide...
No matter the sector, outsourcing has the power to help businesses through some of the most difficult industry demands. Indeed, statistics reveal that outsourcing as a solution is being prioritized on a global scale.
Social media has democratized the spread of information and ended the once-centralized power of the mainstream media. This has been a major boost for free speech. With that right to express oneself, however, is the responsibility not to spread...
The online world is big, global, and 24/7 – this makes communicating with your customers critical to running a successful business. From developing a strong brand image to managing customer relationships, there’s no getting away from the importance...
First came the Internet of Things. Then came the Internet of Medical Things. Just as our understanding of biology and medicine has rapidly transformed over the past 100 years, so has our approach to healthcare. It is changing from a...
There is no doubt that customer support is integral to business success. However, providing quality customer support can be expensive and time-consuming especially when it needs to be performed across numerous channels. This is where outsourcing...
Do you have an eCommerce business? Do you want to get started outsourcing but don't know where to begin? Are you curious about the best practices for outsourcing? In today's competitive eCommerce environment, companies need to focus on their core...
Small business leaders looking to scale ought to look at business process outsourcing (BPO). As a growth strategy, BPO allows enterprises to quickly scale without having to take large risks or lose productivity. In fact, BPO is so effective that its...
When you have received excellent customer service, you know it. You leave the interaction or phone conversation with a glow, tears in the eyes, and you can’t help but say great things about the company after the interaction. Here are some lovely...
Why outsource customer services and support to Support Centers? Find out why the best solution for small companies is to have access to required experience and technology within the budget - Outsourcing Customer Service Centers. Don't hesitate......
Fintech, or financial technology, is the development of new technology that helps financial services achieve their objectives. Companies use these tools and services to improve, automate finances and streamline processes related to finances.
Today's financial industry is in the midst of a massive shift as consumers turn to the fintech sector for personalized finances without traditional fees. In fact, fintech is one of the world's fastest-growing markets, with an annual growth rate of...
A happy worker is a productive worker. This should seem like common sense! Employee satisfaction and productivity go hand-in-hand, which is why employers should always keep an eye on their workers’ satisfaction.
COVID-19 has been one of the toughest challenges facing today’s healthcare professionals. When cases rose, many hospitals and clinics needed to adapt their practices quickly to keep patients and providers safe.
Customer service is perhaps one of the most crucial aspects of any business. But with already stretched employees dividing time between handling core business processes and managing administrative tasks, it can be difficult for them to actively...
Let’s consider the modern worker. They expect a lot more from their workplace: more choice, more control, and more flexibility about how, where, and when they work. In fact, as business operations slowly return to normal, remote workers are now...
In a world where cost, speed, quality, and flexibility, are more important than geography, the trend to outsource business processes is gaining traction. The fallout from COVID-19 has signaled a sharp pivot to the basics: bolstering value and...
As an ecommerce company, you’re always looking for ways to grow your business and make your processes more efficient. One of the biggest challenges is finding qualified and flexible employees that will work together to help scale your business. This...
Change is inherently unsettling, and in a world where work is no longer bound or defined by proximity or time zone, many myths circling the business process outsourcing industry stubbornly persist.
Business Process Outsourcing (BPO) has taken the business world by storm. Organizations across the globe are increasingly looking to leverage the benefits of outsourcing. Understanding the advantages of Business Process Outsourcing can have on...
Tapping the international talent marketplace offers businesses a slew of advantages such as better diversity, improved productivity, and increased profitability. However, before you reap these benefits, you must first comply with the host country’s...
There has been a seismic shift in the way customers reach out and interact with brands. Gone are the days of simply connecting with customer support via phone, stating your case, being put on hold, and finally being connected with a support agent....
Effective communication skills are essential in any customer success team. Your customer success team must be able to communicate effectively with customers, colleagues, and other stakeholders. Clear (or poor communication) between team members as...
The only constant in business is change. What works one quarter may be obsolete by the next quarter, and the company that maintains flexibility in the face of shifting markets is the one that will thrive. Microtasking -- the process of breaking a...
The surge in shifting to remote jobs arrangements driven largely by COVID-19, but already evident before the pandemic, has caught many companies napping. The challenges that accompanied this sudden rise have forced them out of their slumber,...
Globalization, advancements in tech, and now Covid-19, have forced organizations to rethink their strategies and change the way they operate. When strategy changes, organizational structures, employee roles, and job functions should be realigned...
The 2020 coronavirus pandemic has challenged and transformed our way of working. With quarantine and lockdown protocols restricting our movements, companies have had to find ways to continue operating without risking their employees' health while...
A capable answering service provider makes customers feel like they’ve called your office directly. Do you feel that you lose business by not being able to take calls outside office hours? Does the thought of expanding your staff to include customer...
Small businesses and large corporations alike could use a little help from time to time. This is why business process outsourcing (BPO) has grown to become a multi-billion dollar industry. Even amid the pandemic in 2020, the global BPO market was...
Customer support does more than just solve problems - it can generate business. For an exceptional customer service experience to happen, many elements need to come together and the contact center serves as an important platform for engagement and...
Contracting commercial activity to a third-party company that has relevant expertise is termed business process outsourcing. The most common functions for outsourcing are customer service, accounting, payroll, human resources management. As a rule,...
Clients' support plays a crucial role in your company. Although your product or service is valuable and of high quality, your business will not grow without customer support. It entices a new audience and keeps loyal clients retained. For this, you...
Customer care is a lasting method of keeping a client safe. Customer care is one step ahead of traditional customer support by developing a special relationship. Although it does not involve the whole Point A to Point B customer journey, it is made...
Customer support outsourcing means deputing lines of communication with clients to an external customer service provider. As a rule, this is contracted out through companies that have specialized expertise in handling calls. Deciding on whether you...
The method of tracking and implementing a fixed algorithm and instructions to decide on whether the content is acceptable or not is termed content moderation. If an individual submits a post to an online resource, this will undergo a process of...
Back-office activities can’t be described as client-facing tasks, but have a predetermined role. Today, advanced companies prefer back-office outsourcing because they clearly understand the level of its importance. Employees who staff the...
Business process outsourcing (BPO) is an external service company that does all activities that a firm can not or does not want to do internally.
Any organizational transformation, including preparing for outsourcing, usually requires thorough preparation, from goal-setting issues to issues of the process of job design. Not paying attention to the preparation phase can lead to disastrous...
Outsourcing implies finding a third party to perform periodic functions (e.g., producing goods and offering services). It is frequently related to a contract that outlines the basic skills and commitments of all parties involved.
The concept of outsourcing is typically related to enterprises that dismiss domestic employees from a job while employing outsourcing providers abroad to perform the same tasks for a more affordable price.
Online marketing is a complex process that requires a lot of investment to improve. Most likely, the same as most entrepreneurs, you rack your brain over the question of whether to go online marketing yourself or contract it out to experts. Given...
Marketing outsourcing is regarded as the transfer of the entire set of works in marketing and advertising or only part of the functions to an external provider on a subscription basis. Take into account that marketing is essentially an expense, not...
2019 was a year full of learning and rapid change, and as we’ve been lucky enough to be named the global leader in Customer Service by Clutch, we thought we’d take the time to share the top trends we’re seeing in Customer Service for 2020:
When a fast-growing company is faced with a vast number of continuous calls, it is almost always unable to cope with customers' requests by itself. In this case, it is possible to delegate the handling of phone calls to an outsourcing company. A...
Social presence has become a vital part of every company, regardless of whether it operates B2C or B2B. According to Statista, 92% of US-based firms with over 100 employees use social media for commercial objectives, where LinkedIn, Facebook, and...
Customer service has become a primary focus of every successful business, and not surprising since having your customers satisfied gives you the ability to stay on top of the market and above the competition. In addition, a superior customer...
The customer experience (termed as CX) is the individuals' all-encompassing interpretation of the experience they get with your product or service.
Managing the customer experience implies more than just performing services for your clients on the Internet. It is not just about being aware of what places clients make purchases at. It means reading your clients so thoroughly that you may design...
Back-office functions proceed with increasing the amount of work within SMEs and large enterprises. There is nothing as upset as the willingness to perform valuable tasks while spending time in administrative operations.
Customer support is precedence for multiple businesses, mainly with 5 of 6 clients choosing brands that offer high-quality clients support.
Although outsourcing customer service is used everywhere in business, its incorrect use leads to many drawbacks that have a destructive effect on the productivity of company processes. These risks include the threat of non-compliance with...
The first question to discuss is: "What is content moderation?" It implies Internet platform scanning and checking content depending on website-related regulations and instructions to define whether the content can be posted on this site or not.
Although the Internet is teeming with relevant information on this matter, some people still ask in the browser: "what does back-office mean?" The back office is the answerable business unit for all the processes associated with its activities....
Receiving, saving, arranging, and keeping the data created and gathered by a business is termed data management. Efficient information management is an integral part of utilizing the computer systems that launch business applications and give...
A quarterly business review (QBR) is essentially just a quarterly meeting with your client. When done all right, quarterly business reviews may become remarkably valuable to a company through vertical and horizontal alignment. Nonetheless,...
Service providers require service level agreements (SLAs) to run the expectations of their clients and determine the impact of an issue on their business processes and conditions based on which they are not responsible for interruptions or problems...
The fate of clients' disappointment depends on the communication with agents. To what extent the customer support representatives turn frustration into satisfaction determines whether the client's exasperation fades away or stirs up.
Image annotation services are getting extremely prominent because they allow the analysis and synthesis of data. Online image annotation strategies are very helpful to companies in a variety of business domains (e.g., e-commerce) and aid e-commerce...
Contracting out is a simple and efficient method that is widespread in the modern era of technology. The industrialized countries tend to choose developing countries for BPO purposes.
In terms of customer support, artificial intelligence (AI) implies a technological system for assessing actual scenarios with the help of data gathered from virtual or real sources to offer customized guidance, options, and answers to clients’...
For all market players, major and minor, Internet marketing is a necessity. Nonetheless, finding and supporting a full-time marketing team is usually ineffective. It entails vast operating expenses and distracts from your primary business functions.
Customer service, while an essential aspect of business/consumer interaction, can be defined differently from one organization to the next. Most companies understand the value of structuring a customer service department as they scale their business...
Process excellence is about effectiveness and efficiency. By designing a system that trains, manages, and measures processes against benchmark goals, it creates a life cycle of continuous improvement. It provides for consistent quality while...
As more and more businesses look towards digitalization and automation of processes as an effective means for growth, making improvements to the customer experience along the way has been an important consideration. Now, more than ever, customers...
The biggest advantage you can provide these days is superior customer service. While every company strives to provide the best support and service, few deliver on it. How bad is it? Accenture reports that $1.6 trillion is lost by U.S. businesses...
The last thing most people want to see when they’re looking to call a company is the customer support business hours. It’s incredibly disappointing when the hours are weekdays from 8 to 5. That means most people either have to spend their lunch on...
When was the last time you actually took a look at one of your workflow processes — not just that person A performs B function with C result, but a specific in-depth look at each baby step of the process? I think you’ll be surprised at what you’ll...
Back in college, I spent a summer doing interview transcriptions for one of the grad students I’d been working with all year. It was a pretty good arrangement because I got to listen to a bunch of interviews related to how the real world of my major...
Embedding is a wonderful alternative to outsourcing a business process. It offers the best of both worlds.
Some companies successfully outsource their core competencies, but those are few and far between. The general advice is don’t. When you are reading through or creating your company’s Outsourcing Plan, it’s important to double-check the document to...
Remote workers are becoming more and more common nowadays, especially considering how much efficiency you get, while at the same time being cost-effective. According to a study by Deloitte, “Value is being achieved through the impact of innovation,...
You’ve probably had both great and poor experiences with customer service outsourcing, but you know what level of service you want to provide to your customers. Most companies offer good to great service. So what are some other qualities which make...
Owning a SaaS business can be aggravating at times. You may have the best FAQ page ever written and you will still be greeted with an inbox full of tech support questions. Hiring someone in-house to take care of all of this is one good solution, but...
If your customers are happy, magical things happen. They do more business with you. They spend more when they buy. They reward you with loyalty. They tell their friends. They give you free word-of-mouth advertising. So, making sure you are doing...
Customer Support is one of those departments everyone has, but many companies think just having some staff is good enough. Having a phenomenal customer support team is one of the unsung heroics of business. That is what will make the difference...
The term "customer experience" is making its way into the popular business vernacular today, however, it seems as if many individuals are using the term without fully understanding the true meaning. When customer service experts, like a VP of...
Establishing and improving effective communication with an outsourcing company is crucial. Strive to understand your requirements. Specify if all operations actually require to be contracted out or if it is better to perform some of them in-house....
Given multiple businesses figuring out what are the advantages of using the services of back-office outsourcing companies, there has been a significant increase in contracting out back-office operations. It not only helps businesses generate higher...
Business people and SMEs regularly search for new ways to meet more business objectives in no time and with minimum investment. An essential blueprint for saving your time, money, and nerves is to contract out as many functions as you can to...
As a rule, contracted out back-office expenses are lower than the cost of hiring the back-office teams in-house. The level of savings will vary mainly depending on the elements and the amount of clearly defined functions entrusted to the outsourcing...
A common misperception exists that providing top-notch customer service will cost you a fortune. This is simply not the case. In fact, providing better customer service will not only lower your rates but will also reduce the cost to serve each...
A successful project risk management process can be defined in many ways. Each project manager must have qualities such as leadership, initiative, and organizational skills. Generally, project management is a process that is constantly evolving and...
What is a virtual team? How can home office remote team management be effective? In this video, we will show you how virtual teams give employers the chance to build a dream team without boundaries. You will also find out the specific skills you...
You can’t improve what you don’t measure. It’s a common enough phrase, but say you want to improve your customer support. What do you track? Outsourcing customer support can be great for your cash flow and your time, but one of the first things...
Following up with the customer until their problem is resolved is one of the key things in amazing customer support that most companies skip over. It does take some time, but having a staff member call and ask if the installation went well or if a...
A small operation might leave this in the hands of one person. If you have a larger operation, a team of people may be required. The people on your team are just as, if not more, important than who your outsourcing provider is. Let’s further review...
While outsourcing can bring so many benefits to your business, like access to expertise or saving money, it will not magically solve all your problems. If you are looking at outsourcing a process that is not up to your standards, let’s review things...
Mention outsourced customer service and most people have a horror story. Usually, the frustration is an incomprehensible accent or repetition of the same scripted responses.
Companies may use multi-channel support to ensure a high-quality CX and increase customer satisfaction. Apart from that, multi-channel tech support implies various communication methods through which your clients can contact you. These comprise...
