3 Types of Customer Service Support Your Business Should Have

Nowadays, everything seems to be turning digital. This means that companies and businesses are now able to reach more customers around the globe, but it can also be overwhelming, having to maintain business operations while attending to a rapidly increasing number of customers, product or service inquiries, and many other factors that come with an increased demand. If you’re looking for ways to address this problem, outsourcing might be perfect for you. Below are three types of customer service support that you can outsource and how you can benefit from them:

Social Media Support

A January 2020 report from We Are Social states that more than 4.5 billion people now use the internet, while social media users have passed the 3.8 billion mark. This is equivalent to 60% of the world’s population, and it is worth noting that 73 million of that 3.8 billion are located in the Philippines. In short, you would be missing out on a lot of opportunities for growth if you don’t take advantage of social media. One of the biggest advantages of outsourcing social media support is that you won’t have to worry about providing round the clock customer support services. More importantly, your BPO partner will help you strategize and manage social media content creation while helping you avoid the common mistakes when it comes to advertising and interacting with customers on social media. It also helps in sentiment analysis wherein data analysts within for businesses can gauge public opinion, monitor brand and product reputation, and understand customer experiences through social media platform.

Technical Support

Tech or IT support can be tricky, especially since it requires constantly keeping up with IT trends and advancements. This is where outsourcing comes in: the right BPO partner would help you build teams that are already experts in IT while helping you save money, not just in investing in manpower, but also in taking care of technical infrastructure and training. Similar to social media support, tech support BPOs also allow your company to have 24/7 tech support operations, and help you manage IT-related risks.

The right outsourcing partner also has internal Information Security in place and make sure they are:

• ISO 27001:2013 and ISO 9001:2015 certified

• General Data Protection Regulation (GDPR) compliant

• Health Insurance Portability and Accountability Act (HIPAA) compliant

Customer Care Support

There are plenty of other ways that customers in the digital world prefer to connect with your company, and the most prevalent–aside from social media–are email, chat, and call. Customer care support beyond social media shows that you’re serious about building personal connections with customers and that transactions go beyond just marketing products and services. Aside from enabling you to quickly attend to the queries and needs of your customers by providing round-the-clock support, the right BPO partner knows how to handle the reputational risks that come with dealing with all kinds of customers and is hence an effective protector of your brand image.

To effectively build a great, high-performing customer support team, make sure to partner with a trusted outsourcing company that has

Access to world-class talent
A+ recruitment process that can hire and on-board new teams within 30-45 days
Most specially, a high Net Promoter Score of at least 60

Why should your outsourcing partner have at least 60 on Net Promoter Score?

Net Promoter Score helps businesses gauge the quality of the customer service offered by outsourcing companies. Organizations can use NPS to assess which customer service BPO is best to partner with because this score shows loyalty trends and growth revenue outputs. In a way, NPS represents the primary way customers survey their experience because it means that their clients are happy, and this results in customer loyalty and retention, making a high NPS a critical trait a customer service BPO company should have. When used correctly, NPS (of at least 60%) can tell you how well the BPO is performing, how often they resolve issues, and if their clients are satisfied with their experience.

These five factors demonstrate that when looking for a BPO partner, you must focus not just on the services, but also on the shared vision. Does your potential BPO partner share your views and beliefs when it comes to providing customer service and nurturing relationships with your customers? Now that you’re aware of these, you might already have a mental checklist of things that you must look for. Once you start looking for a BPO partner, make sure to keep these qualities in mind.

When you’re expanding your business, team up with a solutions partner that makes your process, their process. The right outsourcing partner ensure:

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

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.

We can build you a great, high-performing CX team:

Social Media Managers
Online Community Managers
Customer Care Representatives (Omni-channel)
Chat / Email Support Representatives
Technical Support Representatives
Market Research Analysts
Others

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.