The article aims to illustrate how Customer Service Outsourcing can aid in customer loyalty.
A NPS Promoter score has a customer lifetime value that’s 600%-1,400% higher than a Detractor. (Bain & Company)
Nearly three out of five consumers report that good customer service is vital for them to feel loyalty toward a brand. (Zendesk)
83% of customers agree that they feel more loyal to brands that respond and resolve their complaints. (Khoros)
Delivering excellent customer service and addressing customer’s needs greatly contribute to building customer loyalty. Businesses therefore need to deliver a positive customer experience to be able to nurture relationships build customer loyalty.
The Human Touch
In a recent Zendesk survey, 76% of respondents said self-service is a convenient way to address customer issues. 67% of the respondents prefer self-service over speaking to a company representative. 91% say they would use a knowledge base if tailored to meet their needs. (Zendesk)
Although self-service options are now available, customers still prefer talking to live customer service outsourcing agents, especially in technical and data-focused concerns and issues in industries such as Healthcare, Banking and Finance, and Information Security.
Research from NewVoiceMedia show that 91% of customers prefer live agents for technical support; getting a quick response in an emergency (89%); making a complaint (86%); buying an expensive item (82%); purchase inquiries (79%); returns and cancellations (73%); booking appointments and reservations (59%); and paying a bill (54%). However, when asked about buying a basic item, 56 % would choose a chat bot over a live interaction. The top benefit cited for dealing with chat bots was 24-hour service.
In customer service outsourcing, the right provider understands the value and contribution of human touch in the overall customer experience.
Customer Service Outsourcing allows you to build a team of experienced Customer Support Associates to act as the first point of contact of customers. You can assign tasks such as outbound and inbound phone calls, email, messaging or social media communication, lead generation, reports generation, and database management.
Customer service outsourcing providers offer effective contact center solutions that can strengthen customer relationships and boost customer loyalty.
Customer service outsourcing providers can look at ways to improve processes and boost agent performance. Real-time data from customer service outsourcing agents and customers are utilized, key customer service and customer experience metrics can be effectively tracked and focus group discussion with process updates can be scheduled by customer service outsourcing managers to maintain customer satisfaction and ensure smooth operations and performance.
Connext Global Solutions provides Excellent Customer Service Outsourcing Solutions
Connext Global Solutions is a business process outsourcing provider that builds industry best customer experience through our commitment to management philosophy and leadership development at all levels.
Clients can build their own team of professionals experienced in the field of: Healthcare, Telecommunications, Banking and Finance, Technology, Retail and many more.
The company’s talent pool undergo a structured and effective hand-in-hand training with Connext and the client to ensure that all remote employees are able to work in the Client specific processes and thrive at their position, ensure key skills are adopted into the customer service outsourcing experience and understand the goal of delivering customer satisfaction and building customer loyalty.