There is no doubt that today’s marketplace is incredibly customer-driven. The plethora of choices and extensive customization across all industries means companies must fight to win more business. It is no longer about product and price that companies compete on, but also customer service. With an estimated 89% of consumers switching to doing business with a competitor following a poor customer experience, businesses are going the extra mile to enhance their customer experience. Currently, outsourcing customer service is gaining a foothold as a means to offer the best possible level of service to meet the needs of the customer at scale.
Why Outsource Inbound Customer Care?
Outsourcing customer care means allowing a third-party vendor or service provider to manage customer service on behalf of your company. By outsourcing your customer service, you help your customers resolve their issues without having to commit to the full-time staff. Some of the advantages of outsourcing customer care include:
- Cost savings benefits: One of the leading reasons to outsource customer service is its cost-effectiveness. A recent study reveals that 70 % of companies consider cost reduction as the primary objective while outsourcing their customer service needs. Outsourcing helps you cut down on costs of hiring, onboarding, infrastructure, and more.
- More coverage: With the ever-rising customer expectations, 24/7 customer service availability is quickly becoming a necessity. Choosing to outsource helps you gain a competitive edge by providing extended after-hour and weekend support.
- More language options: Outsourcing customer service to another country broadens your customer base by adding more language options.
- Better technology: Partnering with a customer service provider gives you access to the latest technology that would otherwise be out of reach due to budgetary constraints.
Types of Customer Service Outsourcing
The first step when outsourcing your customer service is to understand the options available for your company. Consider the following options and what best suits you:
Multi-channel vs. omnichannel support
Multi-channel support is a customer support service provided across two or more channels, such as email, live chats, or phone calls. On the other hand, Omnichannel support enables you to provide your customers with integrated and seamless customer service that cuts across all crucial customer touchpoints. Multi-channel outsourcing is ideal for companies with few channels to gather for, and sizable customer requests to manage. However, if your customers typically interact with your brand via multiple devices, channels, and touchpoints, omnichannel customer support service ensures you provide them with a consistent experience that enhances their satisfaction.
Onshore vs. offshore service provides
Another option to consider when outsourcing is to hire either onshore or offshore call providers. Apart from your customer’s location, other factors to consider at this point include time zones, language, cultural differences, and technological infrastructure.
Shared vs. dedicated customer support agents
With a shared customer support service, customer support agents handle multiple companies simultaneously. If your customer service is relatively easy to understand and doesn’t require much personalization, shared outsourced customer service is ideal. However, if your interactions are complex and you need an in-depth understanding of your services, products, and company knowledge, it is best to opt for a dedicated outsourced service provider.
Choosing Among the Available Inbound Customer Service Channels
When providing customer service, contact center providers leverage the following channels to create a higher level of customer experience:
Live chat support: A live chat support channel provides customers visiting your website with a “Live Chat” button where they initiate a conversation with an agent by simply clicking on the button. It is one of the most preferred channels by customers, with a satisfaction rate of 73%. Live chat support boosts the confidence clients have with a brand by helping them access immediate help when a need arises.
Live phone support: This is one of the most powerful channels for delivering an effective customer experience. It is typically done via phone conversations with a voice support team trained on phone etiquette, speaking skills, and other skills to handle clients well.
Email support: This is support offered through emails. It helps the brand reach out to existing and potential customers by sending them an email and waiting for their replies.
Social media support: Since a significant percentage of people spend time online, using various social media platforms to reach out to customers is gaining massive popularity. Some of the commonly used channels to offer customer service include Facebook, Instagram, and Twitter. It helps you get in touch with all categories of your customers from diverse generations and social statuses.
Mobile app: Dedicated customer service mobile apps allow customers to message your team directly. They provide the convenience that helps create a good impression of your business.
Get Professional Help Today
Outsourcing inbound customer service is one of the best decisions for companies looking to shore up their customer experience. It is an effective way to deliver positive experiences that drive loyalty and improve brand reputation. If you have further questions or need help in choosing a quality-driven outsourced customer service provider, contact us today.