No matter what industry you’re in, you face fierce competition. It’s no longer enough to provide mediocre service, you must offer your customers the best possible experience because there are so many companies competing for their wallet share.
Want to know how to take your service up a notch? The short answer is to check your current service levels and look for ways to improve them. You may already be outsourcing support to improve customer satisfaction, but are you delivering proactive support?
If not, read on to learn how to take your service delivery from good to great by anticipating your customers’ needs and reaching out before the client realizes something is wrong.
For example, you could monitor client usage of your software and identify users who don’t use the full range of features. Reaching out to them might reveal that they’re unaware of these features or unsure how to use them.
By reaching out, you ensure that they get the full benefit of your product and so are less likely to look for another solution. If you time it right, they never feel frustrated and your brand looks amazing.
The downside of this technique is that it’s labor-intensive. That’s why it’s not an approach many companies adopt. However, you can choose to outsource this function to buy the capacity you require.
Here’s why outsourcing can prove useful in this endeavor.
Customer support companies focus on training their consultants to deliver the best possible service. They can deal with several client types effectively and professionally, improving your brand image.
The teams hone their problem-solving and listening skills so they’ll be able to provide valuable insights in addition to supporting your clients.
Reaching out to clients during the normal working day might be problematic. If you work across several time zones, it becomes even more of a challenge. Running a 24/7 in-house team is cost-prohibitive for most companies. Outsourcers provide a cost-effective alternative.
Where is your client base? Even if they’re primarily in your home country, it’s possible that they speak a variety of languages. Globalization makes it important to offer multilingual support today.
Advanced Technology and Tools
Providing outstanding support today means investing in expensive communications technology and software. A third-party provider allows you access to that capacity without making that large capital investment.
Another area where it can be useful to hire a third party is in creating data-driven insights. Call centers can keep logs of commonly asked questions to help you identify areas to address. The data they accumulate can help you identify patterns that indicate a customer is struggling so that you can identify other clients in the same boat.
Furthermore, the consultants reaching out to customers will also gather interesting insights.
Customers today expect to reach out to you in the way most comfortable to them. This may be by phone, email, chat, or through social media. Managing all of these channels is challenging without the right support team.
Outsourcing this function allows you to keep tabs on trending issues and offer proactive support. Say, for example, a customer raises a query in your forum. You can have your team create a post on social media delivering the answer to assist other clients as well.
Focus on Core Competencies
If you’re like most businesses, you’re running a lean team. You seldom have the time to pick up the phone and chat with customers. Outsourcing this function allows you to maintain that connection with the clients without compromising your in-house functions.
As customers become more sophisticated, they expect companies to offer better service. They’re less willing to give you the benefit of the doubt because there’s so much competition out there. It’s easy for them to find an alternative if your product or service doesn’t make the grade.
Providing proactive service can prevent them from feeling frustrated and looking elsewhere. It’s time for companies to move beyond a purely reactive support model and start reaping the benefits.