3 Contributions of Outsourced Omnichannel Support

Customer service has greatly evolved through the years especially with the advent of the internet, which opened more channels for businesses to be reached by its customers. With the rise of omnichannel support and omnichannel customer service solutions, a more personalized customer experience is made possible for clients.

Unlike multichannel, omnichannel offers consumers more than just different ways to get support. Instead, it involves a fully integrated and cohesive customer experience across all channels and devices. According to a survey by Aspect Software, businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that do not. Indeed, it is the future of customer service.

So when building your omnichannel support team, consider optimization from a reputable partner that can provide you access to world-class talents and A+ recruitment with lower costs. In turn, your dedicated team can help you deliver better service to clients and improve your revenue, which are crucial nowadays with a health crisis still affecting the economy.

Better customer service

First and foremost, optimizing an omnichannel support team guarantees you provide better customer service to your customers. By providing them access to multiple easy options to reach you at any time of the day, you are able to handle queries and resolve issues on-time. At the same time, allowing them to be in-charge of which channel to use gives them a more personalized and empowered experience with your brand.

A positive experience will drive an increase in customer satisfaction and most likely lead to referrals and good reviews. According to a 2018 survey by Gladly, 80% of customers will recommend a company to friends and family after a great customer experience and 40% of those satisfied customers will share their story on social media. In turn, this will boost customer retention rates and bring more revenue to your business.

Improved efficiency and productivity

Relying on solely phone calls when it comes to your customer support may prove to be less efficient because an agent can only attend to one customer at a time compared to utilizing other channels such as SMS, email, live chat, and social media, which can cater to a big group at once. With your optimized omnichannel support team, productivity can be optimized since they can focus on handling more complex issues, bringing real added value to your business.

Flexibility

One of the greatest advantages of optimizing customer support is it allows flexibility when it comes to hours of operations depending on your business needs. Your remote customer support team can take calls and reply to inquiries even beyond your business hours, which ensures that no concerns get missed out. This is especially beneficial to businesses operating on an international level.

Optimization also proves to be scalable depending on the demands of your business. You can get additional support during peak season and scale back when the business slows down.

In selecting your potential optimization partner, make sure that it has:

Access to world-class talent
A+ recruitment process who can build a team in just 30-45 days
Net Promoter Score of >60
B Corp Certified business process optimization company
Great Place To Work certified

Lastly, find an optimization partner with a High Net Promoter Score (of at least 60%), B Corp Certification, and Great Place To Work certification. Why?

Net promoter score helps businesses gauge the quality of the customer service offered by companies. B Corp Certification means the company meets high standards of social and environmental performance. And Great Place To Work certification means the company has an excellent workplace culture. Together, these represent the primary ways customers and employees survey their experience – ensuring that clients are happy, the company is ethical and sustainable, and employees are engaged, which results in customer loyalty, retention, and top-quality service delivery. A partner with these qualities results in a sense of security and peace of mind in terms of client satisfaction and quality business operations, creating endless opportunities for growth and success.

All these qualities and more can be found with the right optimization partner who can provide customized, high quality CX support into your business solutions and promise the following:

Operational excellence
Build a great CX support team specifically designed for your unique support needs
Operational cost savings of up to 70%
90% customer satisfaction
95% response rate across channels
Increase customer and brand loyalty
ISO 27001 and 9001 certified and GDPR, HIPAA, and DPA2012-compliance
Net Promoter Score: Sense of security and peace of mind

Partnering with an optimization company that possesses these qualities creates endless opportunities for improving customer experience, boosting operational efficiency, reducing costs, and driving sustainable business growth. By optimizing your omnichannel support, you can future-proof your business and gain a significant competitive advantage in today’s customer-centric landscape.

Infinit-O is the trusted customer-centric and sustainable leader in Business Process Optimization to Small and Medium businesses in the Financial Services, Healthcare and Technology sectors by delivering continuous improvement through technology, data and people.

For more information, visit: www.infinit-o.com