Customer Experience

What Is the Modern Customer Experience?

Providing a great customer experience (CX) has now become a big factor in the success of businesses, especially in ecommerce, as more and more brands go digital. In fact, CX has overtaken price and product as the key brand differentiator at the end of 2020 according to a study done by Walker. 

Customer experience refers to the perception of customers of a brand based on their internal and external interactions with it starting from brand awareness to the actual availing of product/service and up until customer support. With the shift in consumer behavior brought by the pandemic, new demands and trends in online CX have also risen.

A more personalized experience

In a research conducted by Accenture, it was found that 75% of consumers prefer personalized offerings and services. They are more likely to buy from brands that know their name and purchase history, and are able to provide recommendations based on their past purchases or preferences. 

In a time where chatbots are becoming more prevalent, adding a human touch to every interaction with your customers can give you an upper hand. By making your CX more tailored to individual customers, you can drive sales, receive more positive reviews, and increase customer loyalty to your company.

Omnichannel support

Part of personalizing your CX is providing customers options on where and how they want to reach you when it comes to queries and other concerns. Nowadays, It’s not enough to just have multichannel support; it is better to ensure an omnichannel strategy that has 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. Therefore, this will not only improve CX but also bring more revenue to your company.

Data protection

Companies collect and utilize consumer data in order to make online experiences tailored to the preferences of customers as well as to understand consumer behavior better. In order to protect this sensitive information from hackers and cybercriminals, they have to implement the needed security measures and comply with the guidelines on data collection and protection.

Data breach and other cyber attacks can ruin the overall CX and even taint the reputation of a brand, which can result in the loss of trust of customers. Companies all over the world are now strengthening their efforts to secure their data and it is predicted that by 2021, $1 trillion will be spent globally for cybersecurity.

Meet the demands through outsourcing

It’s important for businesses to know the current landscape of online CX in order to constantly improve their services and offerings. Keeping up with the new demands of consumers online can be done through many ways, one of which is outsourcing.

CX outsourcing has been a rising trend in the industry because of its many advantages that can add value to a company such as:

  • Cost savings
  • Scalability of service
  • Access to a pool of trained professionals

Just make sure you are partnering with a provider that can build great, high-performing teams such as inbound and outbound solutions, omnichannel teams, social media, and back-office services, and is  ISO-certified and GDPR-compliant, so your company and client data are safe.

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

  • Operational excellence
  • Build a dedicated customer support team
  • Operational savings of up to 70%
  • Access to world-class talent
  • A+ recruitment process
  • Industry experience
  • ISO-certified and GDPR-compliant
  • > 60 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
  • Others

Let’s work together to build a great Customer Care Support Team

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

2 months ago No Comments Views

LDR With Your Customers? Keep It Healthy With the Help of Outsourced CX Reps

The pandemic has surely altered almost all aspects of our lives including the way we socialize with other people, how we work and stay productive, and even the way we shop for our needs and avail of services, which led to what most call as the “new normal.”

With more people prioritizing their health and safety and being more conscious with how they spend their money, consumer behavior has vastly changed. According to a research from McKinsey and Company, new normal consumers are heavily inclined to use digital channels for information as well as touch-free services, which are deemed safer and more convenient.

In this regard, companies should adopt new ways to better serve their customers and address their concerns and inquiries in the digital space. Take care of your customers online and provide excellent customer experience through the following ways:

Increase social media engagement

Since face-to-face interactions with customers are still limited, you can still make them feel engaged with your business by posting regularly on your social media pages. May it be information about your products and services, customer testimonials, informative news or even interactive posts, this adds to the overall customer experience and helps create a personality for your brand that your customers can remember you for. It also increases your visibility in these platforms, which all can result in repeat sales and new patrons.

Add more digital channels

While some people would still call or email when they need assistance, the digital shift in the new normal has made the role of a company’s digital channels more significant. Nowadays, it is important to be reachable in channels such as instant messaging apps (e.g. WeChat, Viber, WhatsApp, etc), live chatbots, and social media to cater whichever platform your customers prefer. Self-service customer support and FAQs are also recommended to have in your list of digital channels.

Be efficient and available

Your presence in different platforms will be useless if you aren’t readily available to address the queries of your customers. More often than not, customers will continue to avail of a product or service from brands that handle their concern with efficiency and speed. In social media platforms, for example, it was found that 48% of consumers have an expected response time of 24 hours for their questions and complaints to be addressed.

It is also best to provide constant updates to your customers when it comes to dealing with larger issues so that they are on loop with the progress of their complaint.

Create a more personalized experience

One of the great things about using digital channels in customer service is the availability of data that you can analyze and use to create better and more personalized experiences for your customers. But before this, you also have to make sure that they have the control and are comfortable on how their data will be used. Customers are more likely to respond positively to personalized experiences so long as they have the control on how personal it can get.

How can outsourcing help you?

Adding a dedicated CX team in your operation can make all the difference in how you handle your customers’ inquiries and concerns, helping you provide impeccable service even in the new normal.

You can best do this by hiring 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:

  • Operational excellence
  • Build a dedicated customer support team
  • Operational savings of up to 70%
  • Access to world-class talent
  • A+ recruitment process
  • Industry experience
  • SO-certified and GDPR-compliant
  • > 60 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
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Others

Let’s work together to build a great Customer Care Support Team

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

4 months ago No Comments Views

How To Revolutionize Customer Care Service In This Pandemic?

It won’t be an understatement to say that COVID-19 has been the defining event of 2020, with lasting implications on all aspects of life. Businesses worldwide, especially restaurants, banks, and retail stores, are still reeling from unparalleled disruption and upheaval in its aftermath.

The far-reaching impacts of COVID-19 have had many companies rethinking their customer experience model. And as more people turn to online shopping, a brand’s ability to deliver a seamless customer experience is severely challenged.

As businesses continue to look for ways to provide support and reassurance to their audiences, revolutionizing customer care has become critical to their continuity and sustainability. While a robust contingency plan helps, it is imperative to focus and transform your customer support.

Here are a few ways to do just that:

Instant Transition To Remote Working

Physical distancing and community lockdowns have forced companies to change how they operate and cater to their clientele.

Even though flexible arrangements like remote working support organizations, ensuring a smooth transition to work-from-home in contact/call centers has proved challenging.

They’ve had to switch from large offices with hundreds of staff to a dispersed workforce confined to their homes. This has left employees potentially struggling to operate effectively from their homes.

The fact is that most companies were not ready.

However, businesses that prioritized customer service were quick to make technology and digital marketing their allies. While their websites get up and running, their representatives visit online forums to entice people to buy from their on-call or online. Many have also turned to social media and email marketing to remind their new and old customers of their presence.

Technology has taken center stage as it is critical to outsourcing companies to have the ability to embrace remote working seamlessly. Moving forward, such cutting-edge and advanced digital solutions will remain essential in delivering a consistent customer experience (CX).

Improve Customer Query Strategy to Ensure Customer Satisfaction

COVID-19 affected customer experience in two ways. At the outset, customer expectations changed drastically as they turned away from luxury purchases. And then, their queries became much more time-consuming and complex to answer at times because they wanted to make sure their hard-earned cash wouldn’t go to waste.

For instance, consumers shopping for groceries online may have questions about product availability, booking a delivery slot, and the store’s stance on social distancing and safety precautions.

But, internal factors that revolve around staffing, technology, and budgets hampered many organizations’ abilities to respond to their customers.

Essentially, most businesses end up compromising the quality of their service as they lose focus on specific channels. While customers might have accepted this during the early days of the lockdown and pandemic, it’s no longer a viable strategy.

What marketers need is a sustainable and long-term solution to customer satisfaction woes.

As it turns out, the solution is quite simple: stay connected with consumers online and do all that you can to guarantee that you care. According to 68% of the respondents in a popular survey,  companies should focus on helping people during the pandemic, while 81% believe that they should offer discounts, offers, and loyalty perks for loyal customers.

Create Strategic Standout Digital Customer Experience

Customers are financially, mentally, and emotionally stressed by COVID-19. Companies implemented advanced technology and went touchless to manage their digital customers.

This, in turn, impacted their buying and spending patterns, and there will likely be long-term, collective shifts in the way your customers behave and shop online.

According to a report by Forrester, 37% of shoppers prefer to remain indoors while carrying out their main activities remotely, including socializing, working, consuming media, and making essential purchases.

As brick-and-mortar stores have limited their services physically, one-quarter of the consumers in the U.S. have shopped online for the first time. And just one-third of the existing online buyers plan to visit physical stores when they reopen.

These statistics substantiate the new customer mindset. Shoppers don’t plan on abandoning the convenience and safety of online shopping even when physical stores reopen.

And as more retailers pour more resources into building their online shopping experiences, customers’ expectations for online shopping will continue to rise.

How can outsourcing help you?

Adding a dedicated CX team in your operation can make all the difference in how you handle your customers’ inquiries and concerns, helping you provide impeccable service even in the new normal.

You can best do this by hiring 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:

  • Build inbound and outbound solutions, CMS, social media, and back-office services or your own dedicated team within 30-45 days
  • Access to world-class CX talent
  • Customer Service Industry Experience
  • 24/7 operations
  • cost savings of up to 70%
  • Established Information Security (esp this remote work setting)

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

  • Operational excellence
  • Build a dedicated ominichannel support team
  • Operational savings of up to 70%
  • A+ recruitment process
  • Industry experience
  • ISO-certified and GDPR-compliant
  • > 60 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
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Others

Let’s work together to build a great Customer Care Support Team

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

4 months ago No Comments Views

Understand the Effect of Digital Shift in Customer Behavior And How Outsourcing Can Help

The pandemic had made businesses shift not only work arrangement but transactions and interactions in various industries shifted from in-person to online. But since it was an unforeseeable crisis, the digital shift was not something businesses had prepared for. As companies adapt, it has made them become digitally dependent to maintain normalcy on their business operations.

This is where the rise of e-commerce has come about. The buying and selling trade has radically changed from physical stores to online stores and the shift in the customer’s buying habits means less people are shopping in stores making the demand on online shopping and e-commerce more relevant. However, e-commerce is a new business discipline that not all companies are experts with.

To keep business in full, understanding the psychological behaviour of your customers allows you to identify the challenges of online trade is your step forward to success. Knowing these coupled with outsourcing will help you increase customer satisfaction and improve the customer experience.

Online Shopping Behaviour:

According to Behavior Change Model of Dr. BJ Foggs from Stanford University, buyer’s drive to purchase are based on three basic elements:

  1. Motivation – to purchase based on the promise of pleasure, avoidance of pain, a sense of hope or fear or the promise of social normalcy which are very apparent in this pandemic.
  1. Ability – to buy, this refers to financial ability, knowledge or time required to purchase or use your product.
  1. Trigger – or ‘something’ that prompts the potential consumer to take action, right now, and click buy.

Understanding the buying habits of people in the time of pandemic will enable your ecommerce business

to strive and adapt. You can leverage on this to create marketing strategies that will speak to your target audience.

How can outsourcing a team of customer service support help?

As online shopping becomes the new normal with 129% year-over-year growth in U.S. & Canadian ecommerce orders as of April 21, and 146% growth in all online retail orders, having an outsourcing partner will help maintain your online store and eventually can grow your ecommerce platform while you focus on your core business and create your brand. Other benefits of outsourcing are:

  1. Omnichannel eCommerce Support

Online orders should be managed on a daily basis from payment, shipping, answering inquiries up until the delivery of the items to the customer properly and on time. Therefore, this requires more manpower from customer service, email inquiries, order trackers among others. And building different teams with different expertise can be very expensive and time consuming. But with outsourcing, they can build you an omnichannel support team that can manage front-to-end customer support. 

  1. Operation Cost Savings

As mentioned on point 1, building a  front-to-end customer support team can be costly. But, with the right outsourcing partner, you can save about 70% on upfront and ongoing operational costs from having an inhouse service. With an in-house team you have to consider that significant investment is required such as systems integration, web development, back office support and other operational logistics. But a trusted outsourcing partner already has people, processes,

technology, and security in place that are both tried and tested.

  1. Industry Experience in Tracking Inventory Sales

SMBs are unlikely to achieve a full economic scale because the volume of work for the business requires industry expertise. Doing it alone also means less efficiency at managing orders, maintaining your online store and rapidly fixing problems as needed. But having an outsourcing partner that has expertise with the business increases productivity thus increases revenue by sharing industry knowledge and experience into your operations to help improve your overall business model and ensure that customer satisfaction is met.

Lastly, find an outsourcing partner with a High Net Promoter Score (>60). Why?

Net Promoter Score (NPS) helps businesses gauge the quality of the customer service offered by outsourcing companies. In a way, this represents the primary way customers survey their experience because it means that their clients are happy which results in customer loyalty and retention. It also showcases how well the outsourcing partner is performing, how often they resolve issues, and if their clients are satisfied with their experience. A High Net Promoter Score (>60) results in a sense of security and peace of mind in terms of client satisfaction and quality business operations.

All these qualities and more can be found with the right outsourcing partner who can provide a customized, high quality social media management into your business solutions and promise the following:

  • 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
  • 95% response rate in social media platforms
  • 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

Partnership with Infinit-O

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

Infinit-O Key Benefits:

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

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

4 months ago No Comments Views

3 Contributions of an Outsourced Omnichannel Support in Business Sustainability

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, 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 outsourcing 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, outsourcing 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 outsourced 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 outsourcing 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.

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

In selecting your potential outsourcing company, 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

Lastly, find an outsourcing partner with a High Net Promoter Score (of at least 60%). Why?

Net promoter score helps businesses gauge the quality of the customer service offered by outsourcing companies. In a way, this represents the primary way customers survey their experience because it means that their clients are happy which results in customer loyalty and retention. It also showcases how well the outsourcing partner is performing, how often they resolve issues, and if their clients are satisfied with their experience. A High Net Promoter Score results in a sense of security and peace of mind in terms of client satisfaction and quality business operations.

All these qualities and more can be found with the right outsourcing partner who can provide a customized, high quality social media management into your business solutions and promise the following:

  • 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
  • 95% response rate in social media platforms
  • 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

Partnership with Infinit-O

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

Infinit-O Key Benefits:

\

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

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

5 months ago No Comments Views

Secure Business Success Through Customer Satisfaction

Customer satisfaction plays an essential role within almost every business because it promotes loyalty to existing customers and attracts potential ones from the testimony of those who are satisfied with the service or product they get from your company. According to a study, testimonials generate 62% revenue 92% buys a product after reviewing a good testimonial.

To fully appreciate the importance of customer satisfaction for your company, we listed 3 reasons how it can help you reach business success.

  1. Retaining Customers

As mentioned above, positive testimonials from satisfied customers can bring in more revenue through converting potential to actual customers. But more importantly, it creates loyalty by retaining existing ones. Note that the cost to get new customers is 6-7x more costly than retention. It puts into perspective how vital customer satisfaction is because instead of spending huge money on acquiring new customers, improving your existing processes and systems to cost only a fraction of your company’s resources. This will go a long way in saving costs and growing your business revenue.

Customers with a CSAT rate of 7 or more are considered satisfied and are likely to engage with your business again. But anything 6 or below means they are unhappy with you and are a huge attrition risk.

  1. Increase Sales Revenue

Companies focussing on customer satisfaction eventually take in on healthy sales revenue. Not losing old customers is key to a steady revenue from repeat business. It is important to note that customer satisfaction and increased revenue are correlated. If a satisfied customer stays loyal to your brand, buys often, and makes recommendations to family, friends and colleagues, it means a steady sale and potential increase as well. Knowing areas that are impacting customer satisfaction negatively and need improvement through surveys will also give you an overview on how to make more people satisfied with your business and will help improve customer satisfaction and reduce customer churn.

  1. Support Pillar 

Lastly, satisfied customers are more likely to stay by in times of crisis; they care for the brand and want to see it thrive. If they have loyalty and trust in the brand they will keep on supporting your business even in crises like this pandemic and can be your utmost support pillar to keep your business stay afloat. Their loyalty can also boost your brand reputation and popularity. Famous brands have dedicated teams and initiatives for improving customer satisfaction, which helps them achieve high sales figures.

Now that we know how vital customer satisfaction is for your business success regardless of the movement in the market, one more important thing to consider is build great, high-performing customer support teams. They are those who are making customer satisfaction possible because they directly take care of your customers and make them feel heard.  Aberdeen Group states that consistent service quality across multiple channels retain 89% of their customers, whereas companies that do not provide a consistent quality are only able to retain 33%. So, outsourcing this team can help you grow your business by making your customers happy and satisfied.

How to achieve this?

Through having the right outsourcing partner. Look for these five traits for a great CX BPO:

  1. A+ Recruitment Process

The right partner not only has access to a world-class talent pool but they also ensure they can build a great customer service team for your company in just 30-45 days alongside training your team with customer service platform proficiencies like Zendesk, Freshdesk, Medallia among others

  1. Information Security

A great customer service BPO has an established information security system that makes sure your data and your customers’ data are kept secure, avoiding any type of breach and other security concerns. They should be ISO 27001 and 9001 certified and GDPR, HIPAA, and DPA2012-compliant. 

  1. Future-thinking in providing end-to-end solutions

A future-thinking BPO partner also prioritizes creativity, and valuing your partnership as an essential tool for designing and productizing services. 

  1. Established strategic analysis

This is because it’s the BPO partner’s job to be experienced with the advanced automating tools and the techniques of strategic analysis and help your company reach greater heights. 

  1. Net Promoter Score of >60

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.

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
  • Having a great CX team
  • High customer satisfaction rate
  • Operational cost savings of up to 70%
  • Information and data security
  • 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.

Infinit-O Key Benefits:

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

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

6 months ago No Comments Views

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.

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:

  • Operational excellence
  • Build a dedicated customer support team
  • Operational savings of up to 70%
  • Access to world-class talent
  • A+ recruitment process
  • Industry experience
  • SO-certified and GDPR-compliant
  • > 60 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
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Others

Let’s work together to build a great Customer Care Support Team

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

7 months ago No Comments Views

How to Keep Your Business Running During the Holidays

Do you know that you can enjoy the holiday season and take a vacation while keeping your business alive?

In the light of festivities, business owners are usually in a tug-of-war on who to enjoy the holidays while making sure that their business operations are on tip-top shape, especially it can be the most wonderful yet a busy and demanding time of the year. Of course, you wanted to keep everything running smoothly during a holiday rush and provide the holiday magic for your customers and your employees despite some changes from the current pandemic.

Major challenges that you need to overcome are; high customer service demand and vacation leave requests from your employees which leads to lack of manpower. But don’t let this overwhelm you. With the right team and the best plan, you can take the holidays by storm. Here’s are ways to keep your business running smoothly:

  1. Plan Ahead

A good plan today is better than a great plan tomorrow. Simply put, if you know that there will be a surge of customer demands while a challenge in manpower, best to plan how to distribute and delegate tasks accordingly so no work is left undone. It allows you to create contingency plans and steps on how to manage the workload well. You get to know if your current team can handle keeping the business running smoothly or if you need back up support from freelancers or outsourcing some parts of your business. It will also help you know how much resources you can allocate if you need to outsource to keep up with the demand and address lack of manpower.

This will also help you transition back to work on your return and keep you from having to face a pile of work after the holidays.

  1. Set Manageable Goals

Part of planning is setting manageable goals especially something that works with the new normal. Plan wisely by making sure it is Specific, Manageable, Attainable, Realistic and Timebounded (SMART). Because holidays are not a good time for disorganization, therefore aligning your strategic priorities and measuring what matters most for your business according to your resources will give you your desired results. Prioritizing and setting specific goals will help you achieve those key results easily.

  1. Hire Extra Help

While your team is amazing, the holiday demand may require you to get extra help. This may be the best time to outsource some parts of your operations to make sure that you get to enjoy the holidays and yet ensure that your business is running smoothly by  helping cover extra hours and longer shifts giving you an all hands on deck situation. With the right outsourcing, you are assured with:

  • Increased Efficiency

When there is an increase of load of tasks to be done and in-house staff might not be able to handle the strain. Hiring additional staff may not be the most practical since the demand is only short-term. With outsourcing, you can hire a great, high-performing team dedicated to help your business for a faster turnaround of your operations.

  •  Scalability

During this season, high demand from inquiries, order volumes, and customer expectations rise dramatically. But the advantage of having the right outsourcing partner is scaling by making sure there are increased operational efficiencies without the added costs or even project a 70% cost savings. With their A+ recruitment process and access to world-class talent, they will take care of the seasonal hires so you can have the workforce you need to handle the high demand.

  • High Customer Satisfaction

If customer’s demands are addressed effectively specially during holidays, this entails satisfied, happy and jolly customers and clients. They will feel that despite the holiday rush, your business can handle the operations and that they are still well taken care of. Having happy customers gives business owners peace of mind.

The success of a business depends on wise decisions and outsourcing is one of the wisest decisions you can make to help your business make it through such a demanding time. When looking for a partner, make sure that they have a:

Net Promoter Score of >60

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.

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
  • Having a great, high-performing team
  • High customer satisfaction rate
  • Operational cost savings of up to 70%
  • Information and data security
  • 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.

Infinit-O Key Benefits:

We can build you a great, high-performing team for different LOBs:

Customer Care:

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

F&A:

  • Accountants
  • Bookkeepers
  • Sales Auditors
  • Credit Operations Specialists
  • Sales Auditors
  • Others

Healthcare:

Patient Support Services

  • Patient Concierge Specialists
  •  Insurance Verification Specialists
  • Collections Specialists
  • A/R Specialists

Provider Management Services

  • Medical Coders
  • Medical Billers
  • Claims Processors
  • Enrollment Processors
  • Denial Management Specialist

Health Analytics and Risk Management Services

  • Healthcare Analysts

Others

Research & Data:

  • Cybersecurity Analyst
  • Threat Intelligence Specialists
  • Data Piracy Investigators
  • Systems/Cloud Administrators
  • AWS and Azure DevOps Engineers
  • IT Technical Assistants
  • Information Technology Teams
  • IT Operation Analysts
  • IT Operation Engineers
  • Others

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

9 months ago No Comments Views

How Outsourcing Omnichannel Customer Representatives Help Grow your Business

Customer service has dramatically changed over the years.

Decades ago, customer service was done only through phone or fax. But today, customers can reach out to companies through phone, email, live chat, SMS and even through social media. But the challenge for this is to deliver consistent and integrated customer service quality to all these channels and build an omnichannel support team who is capable of delivering excellent and unified service through different platforms.

A study from Aberdeen Group states that consistent service quality across multiple channels retain 89% of their customers, whereas companies that do not provide a consistent quality are only able to retain 33%. So, outsourcing this team can help you grow your business by making your customers happy and satisfied. We listed other ways how this team can help per platform:

  1. Improve Social Media Response Time

32% of clients want an answer within 30 minutes and 57% of these clients expect the same turnaround on nights and weekends. But the percentage of almost all businesses who respond within the expected 30 minutes time frame is only 8%. And 12% of businesses don’t respond to customer messages on social media at all which is critical because most people are relying on social media for almost all concerns.

Having a team of Omnichannel CSRs ensure that there are people manning different platforms and can respond to the customers as soon as possible. This makes them feel heard and taken care of. Whatever issue they may be facing, the assurance of someone from your company can turn that negative experience to a positive one. 

  1. Increase Reach Through SMS

Texting is a popular customer service platform for many industries. Popular examples are restaurants orders via text to booking appointments and order status, reminders to insurance claims via mobile, and ecommerce order information. SMS is extremely versatile.

A research by Single Point found that 99% of all text messages are read and 90% of all incoming text messages are ready within the first 3 minutes. Therefore this is a great way for businesses to leverage their sales and customer reach out. A team of outsourced Omnichannel support can help them with this and improve customer satisfaction.

  1. Increase Sales From Live Chats

63% of visitors are more likely to revisit a site that offers live chat that is why this is a popular customer service platform. And 44% of consumers report that being able to get answers to their questions during a purchase can contribute to a sure sale. The ability to access help quickly and conveniently alleviates customer frustration. As customer support agents walk clients through a particular issue, they may be able to identify products or services that would be useful to them and will help them decide what to buy all the time feeling that they are being taken care of.

  1. Consistency Through Email

Email is an all time consistent platform for customer service specially for business to business relationships. In fact, email wins hand-down as being the most effective digital marketing strategy for customer retention with 56% effectiveness, compared to social media marketing and mobile advertising. Email also gives businesses the opportunity to offer branded messages in a secure platform that gains customers trust. Businesses should be aware that the expectation of a fast reply still applies to email. However, as our customer service most companies do not respond to customer service emails. Yet this should still be used and businesses can still leverage on this as long as they have a great Omnichannel team to man this platform.

Omnichannel customer service is the solution for forward-thinking businesses. But it is important to find an outsourcing partner to build a team with. Make sure that your potential outsourcing company has:

  • Access to world-class talent
  • A+ recruitment process who can build a team in just 30-45 days
  • Net Promoter Score of >60

An outsourcing partner with a High Net Promoter Score (of at least 60%). Net promoter score helps businesses gauge the quality of the customer service offered by outsourcing companies. In a way, this represents the primary way customers survey their experience because it means that their clients are happy which results in customer loyalty and retention. It also showcases how well the outsourcing partner is performing, how often they resolve issues, and if their clients are satisfied with their experience. A High Net Promoter Score results in a sense of security and peace of mind in terms of client satisfaction and quality business operations.

All these qualities and more can be found with the right outsourcing partner who can provide a customized, high quality social media management into your business solutions and promise the following:

  • 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
  • 95% response rate in social media platforms
  • 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

Partnership with Infinit-O

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

Infinit-O Key Benefits:

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

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

9 months ago No Comments Views

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