A Fresh Perspective on CX Outsourcing This 2021

With the Covid-19 pandemic altering the way we do things on a daily basis, it is not a surprise that consumer behavior has also undergone a drastic change. As such, businesses have to be quick in adapting the right steps to address the new demands of consumers in order to thrive in the new normal.

Business owners can start by focusing on improving their customer experience (CX) or the holistic perception of a customer regarding their experience with a business or brand. In a study by Walker, it was found that customer experience has overtaken price and product as the key brand differentiator at the end of 2020. This means consumers are now more keen when it comes to their customer service experience and will use it as a basis whether to patronize a brand or not.

Now more than ever, the safety restrictions and quarantine measures still in effect in many parts of the world make CX all the more relevant. With a greater number of people availing products and services from their homes, it is more likely for individuals to seek assistance when they encounter some sort of conflict with their online transactions.

At the same time, contactless communication between companies and their customers gave rise to more instant and accessible forms of customer support like chatbots and live chats, which are helpful especially given the findings that 82% of consumers expect immediate answers to sales and marketing questions.

A Fresh Perspective on CX Outsourcing This 2021

Why outsource?

CX outsourcing has always been a popular trend in the industry, but its benefits are more highlighted today given that businesses are still reeling from the losses they incurred during the onset of the pandemic and working to get back on track when it comes to matters of finances and revenue.

Partnering with a reputable outsourcing company first and foremost, will help business cut down on expenses because it takes away the cost of training and hiring people in-house and investing in infrastructure for various customer support needs. Along with this, outsourced customer service offers the ability to quickly scale your operations depending on your current demand.

Not only will you save on resources, you will also have access to a pool of trained professionals who can add value to your company.

The decision to outsource is an integral one. You want to hire a capable and trusted outsourcing company that is able to meet your unique needs and understands the demands of your brand. The right partner can gather inbound and outbound solutions, CMS, social media, and back-office services. They can provide your own dedicated team within 30 days and is at your service 24/7, with cost savings of up to 70%. Make sure that they are also ISO-certified and GDPR-compliant, so your company and client data are safe.

In summary, having the right outsourcing partner promises the following: