Customer Experience

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:

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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 days 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.

2 weeks 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.

2 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.

4 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.

4 months ago No Comments Views

5 Qualities of a Great Customer Service BPO

Having the right partner for the labor-intensive customer service is critical to ensure long-term growth and success for your company. It will help address  pain points such as surge in inquiries in vast platforms (e.g. calls, chat, emails, social media), data security, operational strategies and customer satisfaction. That is why, an outsourcing partner will be a big part of your business, and this means looking for a BPO partner must be carefully undertaken as if your long-term future success hinges on it.

As a business owner, you know that building trust and support among your customers is important in making your business thrive, even amid business adversities and crises. But business operations can sometimes make it difficult to focus on enhancing your customer service mechanisms, processes, and tools. As you explore outsourcing customer service processes, here are a couple of things that you should look for and keep in mind: 

  1. A+ Recruitment Process

There are a lot of BPO companies offering customer service, but the right partner must have access to world-class talent and ensure that they build a great team of customer service and tech support experts that have great communication skills and are trained according to the special needs of the client. This means that the BPO prioritizes the synergy of people and skill sets, which lead to efficient processes and topnotch service.  Also, 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

In the digital age, information is power. This also applies to finding a great customer service BPO partner. 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

It’s important for BPO partners to have the agility to adapt to your company’s evolving needs, and this involves constantly strategizing and scaling their services and end-to-end solutions. This helps you elevate customer experience by focusing on service excellence, smart processes, and a fresh perspective. 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

Finally, a good healthcare BPO partner is adept at analyzing your company’s strengths and weaknesses, your loopholes and areas for improvement. 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. Knowing the gaps in your services and products lets you gain a more accurate perspective on how you can further fortify your business and support your customers. 

  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.

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
  • 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.

5 months ago No Comments Views

Insourcing vs Outsourcing Social Media Management Team

Social media is everywhere. And nowadays, some would argue that social media is one of the remaining ways people can stay in contact due to the lockdown. More and more companies are turning to social media to communicate with and engage customers. They also utilize social media platforms not just to gain rapport with more customers but also to promote their products and get feedback. Now’s the perfect time to upgrade your company’s social media, and if you’re thinking whether you should outsource or hire an in-house social media management team, here are some pros and cons you might want to consider: 

Advantages of Insourcing: 

  1. In-house team’s investment and involvement in your company’s work  

While it’s important to have the technical knowledge when handling social media, engaging your audience and customers also requires a more personal approach, and nothing compares to your team’s dedication not only to your company’s services and products, but also to your customers themselves and the way you have built a community with them over the years. Your in-house team’s investment in all of these unlocks the “heart” of your content and will make things more personal and relatable. 

  1. In-house team’s complete knowledge of your company 

It goes without saying that you know your business better than any company, and the way your in-house team handles your social media platforms will reflect that and make it felt by your audience. This also plays a vital role in keeping your content in check, especially when showcasing your products and services. 

Disadvantages of Insourcing: 

  1.  Hiring an in-house team requires addition training cost 

Most companies that utilize in-house social media managers tend to focus on just steadily churning out content. This means that training and development of technical know-how are often neglected. One disadvantage of having an in-house team is that it would require the company’s constant investment in these other important aspects of social media management. 

  1. Insourcing costs money

To build your own in-house team, your company must be able to effectively discern your social media management needs and pick the right candidates for necessary roles. Most companies need a team of at least several people to handle all facets of social media management. Hiring people, purchasing tools, maintaining physical offices and overall business operations cost incur costs and resources that may not be prepared for. 

Advantages of outsourcing: 

  1. Outsourcing will allow you to focus on your business operations

Simply put, outsourcing will allow you to hit two birds with one stone: while your social media engagement is being ramped up, your core business team can focus on keeping business operations in check and possibly even adjusting those operations based on the changing needs of your clients based on the feedback you get from social media.

You can focus on achieving business goals while they take care of your customers and clients through social media engagement.

  1. Outsourcing helps reduce in-house costs

Partnering with a BPO provider can help you save money, especially if you take into account the expensive ancillary costs of on-boarding in-house staff, such as recruiting and training expenses, employment taxes, and overhead cost compared to bringing in a dedicated solutions team of expert advisors.

Outsourcing can cut down these costs according to your budget efficiency and quality because they  are already experts in that trade. But despite the savings, the right outsourcing partner can still build you a great team of social media experts because they have access to world-class talents at a more cost effective rate.

  1. Outsourcing will allow you to immediately tap social media expertise

Aside from the two pros mentioned, outsourcing social media management experts allows you to gain expertise that isn’t currently available to you and your team. Apart from marketing and public relations know-how, the right BPO partner would have an aptitude for communication and a passion for connecting with people, and must have a deep understanding of how different social media platforms work and how each of them would fit into your company’s work and its target audiences. Finally, they know the ins and outs of how social media can be utilized to help you engage with your customers in various ways. 

Usually, BPO who are well-versed in social media management have access to world-class talent which allows them to build a great team of social media experts for your company. Their A+ recruitment process can scout, employ and train your team in only 30-45 days.

Pro tip: Look for 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.

Keep in mind that social media is not just about sales engagement. It’s also about connecting and building a relationship with your audience. 

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

Customer Experience: Best Way to Attract Loyal Customers

Findings of the Customer Experience Tipping Point survey conducted by Medallia, Inc., a global leader in customer experience management, back in 2018 showed that the main reason consumers choose a particular brand when making a purchase or availing a service is customer experience. In fact, 77 percent of respondents claim to have chosen a product or service from a company because of good experiences they had with it, while 64 percent of respondents said they have avoided a brand because of a bad experience they had within the last year.

To fully understand the value of good customer experience, one has to know what comprises it. In a nutshell, customer experience (CX) is your customers’ holistic perception of their experience with your business or brand. Every interaction a customer has with your business plays a part in their overall CX. This encompasses the moment they checkout your online store, for example, inquiring through your customer service and finally receiving the product/service.

Customer Service Speaker and Expert Shep Hyken in his article on Forbes even said customer experience is the new brand. “Everything a brand does – the way it does its marketing, research, advertising and more – all play a role in shaping the customer’s experience,” he wrote.

As such, here are the advantages of ensuring a positive consumer experience in your business.

Customer loyalty

The benefits of a good consumer experience for your business is rooted with customer loyalty. Just like what’s mentioned above, customers will support brands that provided them good experiences rather than those that did not. This will result in a number of positive outcomes for your company such as increased sales and recommendations.

Increased sales

As customer loyalty drives more patrons to choose your brand, sales will definitely increase as well. Focus on creating lifelong clients as 20% of a business’s customers base generate about 80% of sales, according to Penefit. These people will also be most likely interested to try other products/services that you offer given that they already have experienced good service from your brand and are the first ones to recommend you to their circles.

Better reviews

Reviews, may it be by word-of-mouth or online, can make or break your business that’s why your customer service should always be at its best. In their Local Consumer Review Survey, BrightLocal found out that the average consumer reads 10 reviews before feeling able to trust a business and only 53% of people would consider using a business with less than 4 stars. Another key takeaway from the survey results is a negative review can potentially drive away 40% of potential customers.

With continued excellent customer experience, your patrons will also hold you to a high standard and expect more from your each time. This is why it’s crucial to build the right CX team that will help you put your customers first all the time. As the people who take care of the customers, they are the ones who know them the most—their buying habits, likes, and dislikes—and can provide valuable input in improving your services. More importantly, your CX team will help you employ the latest tools and technology that you need to optimize your brand’s customer service.

Building a Great CX Team

Building your own in-house customer service team, especially for small and medium businesses, may be taxing on the budget, resources, and time. Thankfully, customer support outsourcing is available at an affordable cost for every business. With the right partner, you will not only save money but they can also hire the best people for you. You won’t have to hire and/or train new staff because their A+ recruitment team and process will handle that for you. 

The decision to outsource your customer service 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.

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.

6 months ago No Comments Views

Why Customer Service Is Your Most Valuable Asset in Ecommerce?

As digital medium became widely used, the concept of shopping has also evolved which eventually gave birth to ecommerce. The change in the buying pattern also modified how people perceive customer experience. Along with this, customer service has also evolved from the reactive channels to omnichannel support to deliver a more consistent and engaging ecommerce customer service experience.

There is an expected substantial growth in online retail from 19% to 24% in the next three years, majorly driven by omnichannel support. Because business practices and marketing strategies change as technology continues to grow, it is then crucial for your customer service to evolve to match the needs of your customers. Most ecommerce businesses, whether small or large, may have to invest in delivering the best customer service across the vast channels to their customers to create lasting impressions and attract potential consumers.

Here are 3 reasons why excellent customer service is your most valuable asset.

  1. Purchase may be forgotten but customer experience will be remembered

You can sell a wide array of products but customer service is the only touch point of customers to your company. Remember that since their buying experience is done digitally, no direct interactions are made except when they reach out to you in a form of inquiry or complaint. Any personal connection is your best opportunity to show how much your brand truly cares. Your customer service team equates to an in-store personnel that adds a personal touch to online shopping.

Online shoppers are not only looking for products to buy but they are also searching for information and solutions to their concerns. Having people to be available to assist and provide necessary replies in a timely manner will make them feel important and valued. If your  customer service exceeds their expectations, you will not only earn a loyal customer but their testimonials will also attract more consumers through their family and friends.

  1. Customer service can make or break your brand’s image

Social media is now a platform where people can rave or rant to and about a brand or a service they patronize. Therefore, both good and bad reviews are your outlier in building your ecommerce business’ image. Stakes are higher than before because a single negative testimonial can send your brand spiraling into a digital public relation disaster.

If your customer service team fails to live with the shoppers expectations or wasn’t able to provide timely resolution, their dissatisfaction may be translated into a bad review online especially on social media channels. Note that brand image can mold and impact your consumers’ behaviour because their purchasing decisions are mostly based on how they perceive your company rather than the product you are selling. Your customer service team are your brand’s ambassadors, so how they respond and engage with your customers is how they will view your company. Quality customer service will help you stand out from your competitors –  you can’t buy word of mouth advertising.

  1. The ultimate ecommerce goal of customer satisfaction can be achieved through customer service

The ultimate ecommerce goal is customer satisfaction. As more businesses venture online trade, exceeding customer expectations is your ticket to having loyal consumers. This can only be achieved if you were able to establish a personal connection with them. Your customer service team can respond to both their rational and emotional expectations, converting these interactions as delight and satisfaction.

Unlike earlier days, customers are more concerned with price tags. But today, online shoppers are willing to pay for a brand they trust and support. It’s good to know that 70% of sales depend on how consumers feel about the brand. On the other hand, 68% of customers associate their positive service experience from a pleasant customer representative.

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 you build a great customer service team. With the limited talent pool and high priced job market, they will take care of finding the best people to digitally represent your brand.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. We take pride in our >97% client retention rate and NPS score of 72 demonstrating trust and open communication. Having extensive and profound expertise in ecommerce support, we’re here to help you build a great Ecommerce Support Team who can address your unique needs with up to 70% operational cost savings. You will have access to world-class talent that will be meticulously sourced and screened through our A+ Recruitment process. As your business demands shift, so can your Infinit-O team. Guaranteed operational excellence thru collaborative Service Level Agreements, metrics-intensive performance, and open communication. We are ISO 27001 and 9001 certified and GDPR-compliant, so your company and client’s data are always safe with us. 

Below are some of the experts we can gather for the unique ecommerce needs:

  • Customer Care Representatives (Omni-channel)
  • Chat / Email Support Representatives
  • Social Media Managers 
  • Online Community Managers
  • Technical Support Representatives
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Other

Let’s work together to build a great Ecommerce Support Team.

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

9 months ago No Comments Views

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