Customer Experience

Improve Buyer-Seller Relationship With Purchase Order Matching and Entry

In an age of customer, purchase order matching and entry have high error rates and customer complaints go unanswered for weeks. The typical ways for improving buyer-seller relationship – process rationalization and automation – has not yielded the remarkable improvement companies need. Particularly, huge investments in IT resulted in poor results – mostly because companies tend to make use of technology to automate hoary ways of improving business performance. They place the current processes intact and use PCs only to get faster results.

But speeding up is not a handy solution. You need to address all your basic needs. One way to improve purchase order matching and entry is to help examine all processes more professionally, but a better option is to avoid all the variations at first. You have to set up an “in-voiceless processing”. At this moment when the purchasing department places an order, it places the information into online record. This department does not need to mail a copy to everyone in the organization. When the supplies come, you need to check your records if they match an existing purchase order. If it is matched, you must accept them and enter it into your PC.

In four different types of purchase order matching and entry levels, you must:

  1. List the products you want to send;
  2. List the quantities of a single product that you want to deliver to your business in a series of consignments, usually on a set deadline;
  3. List products that you want to ship straight to your buyer. The seller sends you a receipt, and you send a bill to your buyer; and
  4. List the numbers of a single product that you want to deliver straight to your buyers in a series of consignments, generally on a set deadline. The seller sends you a receipt and you send a bill to the buyer.

Another way to overcome those performance deficits is to focus on three levels of relationships:

  • Adversarial: This approach designs dynamic power management strategy. It is the level where buyers drop sellers even on the last bit of a discount. Focusing specifically on cost at this level is very important for both.
  • Barometric: In global business, Barometer level refers to an indicator about the fluctuations in economy. At this level, both of you has to check the atmospheric pressure (business atmosphere) and fluctuation in sales taxes. Although it is very close relationship but still you need to develop a trustworthy relationship with one another. Normally it is a short-term contract but the results are long-term.
  • Complementary: This level shapes long-term business relations. It is where true bonding or integral partnering occurs. Both of you should have a mutual level of trust and a proper understanding of your values and needs. In complementary level, efforts are made on both ends to help get exactly what is required.

Nowadays business professionals are way too busy negotiating with suppliers for maximum discount, overseeing global agreements and making decision on selection. In such situation, most prefer third party services. These include trained professionals to help you in overcome those patchy areas: creating list of purchase order, managing procurement, developing a strategy for detailed accounts information, entering funds and recording other vital required information. A perfect purchase order matching and entry would certainly improve your company’s performance. Bottom line: A professional accounts payable team is a must to improve buyer-seller relationship.

7 months ago No Comments Views

3 Expert Tips to Improve Brand Loyalty

Imagine your business experiencing loyal customers over the past few months, and your customer service team has been receiving a similar type of feedback: many of your customers feel they aren’t getting good customer service. When customer satisfaction drops, reputation and revenue will soon follow.

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This is a consistent challenge for many B2C companies. According to a HubSpot article, around 82% of US consumers who responded to the survey said that they would switch to a brand’s competitor if they have a bad experience with the customer service team. Abandoned calls, slow resolution times, and blind call transfers are some of those bad experiences, and while many companies try to avoid them, it does happen from time to time.

The trick is to take a customer-centric approach. Consider the entire customer journey from marketing to purchasing decisions and then to follow-ups and troubleshooting. This helps consumers find the support they need, but it’s up to the customer service team to meet and exceed their expectations.

But how do you get them to be loyal customers that advocate your brand and beliefs? Here are 3 expert tips to improve brand loyalty.

1. Listen to Your Customers

It’s one thing to lend an ear to your customers when they have complaints, but it’s another to actually connect with them: paying close attention to their needs and how those needs relate to your brand. If you miss this important opportunity to get to know your customers, it could result in increased customer churn.

Go to where your customers want to be heard. Allow your brand to be available in different channels, such as social media, chatbot, and email, where your customers feel comfortable in communicating with your brand. Older folks may prefer telephone calls while millennials and gen zoomers might want to contact you through an online messaging platform. This way, your customer service team will be able to help your customers on a channel they’re frequently using.

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2. Deliver Quick Responses

Brand loyalty relies so much on communication, and more so fast communication. Today’s customers need a helpful response, and they need it now. If you don’t respond immediately, you could lose these loyal customers to a competitor. 

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Automation can help you create replies that may direct your customers to a FAQ page or other links to where their queries can be addressed immediately, especially if their question is time-sensitive. Sometimes, customers just need to be pointed in the right direction to help themselves solve their own problems or find the right answer. At the same time, you can set up your chatbot to have an auto-reply to let your customers know that they’ll hear from a customer service agent within a certain number of hours. That way, your customer will know when to expect your assistance.

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3. Be Consistent with Customer Engagement

Another important factor to keep customers delighted is to maintain engagement & brand consistency. 

Customers are always looking for brands they can trust. As long as your brand delivers top-quality customer service, if your CX team adheres to the mission, vision, and promise of your company, then your loyal customers will grow and separate you from your competitors.

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The Value of a CX Solutions Partner 

Even if you have a customer service department, they might not be able to take the continuous wave of calls, messages, and emails that range from simple requests for clarifications to detailed experiences with a product. Partner with a CX solutions provider that helps you build a team of a highly-trained customer service team with experience in inbound and outbound customer care, technical support, and social media CX, helping your brand engage authentically with your customers and maintain the loyalty—and revenue—your brand deserves.

Infinit-O is a trusted customer experience solutions partner that can help you build and operate a dedicated team of CX professionals of every level including inbound and outbound specialists designed specifically for your unique needs, with cost savings of up to 70%. We can help you meet your goals, whether they be growth, better productivity or simply bottom-line cost savings. With access to excellent talent who use cutting-edge technology, we provide some of the best strategic solutions for your business. We are ISO-certified and GDPR-compliant, so your company and client data are safe with us.

7 months ago No Comments Views

5 Ways to Show Customers You Care Through Social Media

Today’s consumer connects to their favored brands through social media. Don’t underestimate the power of a smartphone that is logged in to several social accounts: Sprout Social’s report entitled “What consumers want from brands in a divided society” found that 64% of consumers want brands to connect with them. It also reports that 91% of people believe in social’s power to connect people.

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3 Ways How Outbound Services Improves Customer Experience and Retention

You might have experienced this before: customers leaving you and moving to another brand. They’ve reported that they no longer feel taken care of because of poor customer service—long wait times on the phone, high abandoned calls, or simply being seen-zoned on a messaging app. Unhappy customers can lead to negative reviews on the internet, less new customer acquisition due to these sentiments, and an overall decrease in revenue.

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3 Customer Experience Trends to Look Out for in 2020

Customers won’t let you know that they’ve had bad experiences with your business, but they will tell other people. For example, a customer waited for more than 20 minutes on the phone to have a simple question answered, but they were passed from agent to agent until they became frustrated and hang up. They tell their friends and will even go as far as to share their reviews on online review sites. Your business loses one customer and prospective customers may stay away.

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4 Best Practices for Acing the Digital Customer Experience

The digital customer experience ensures your business’ entry into the target market. Today’s consumers see ads, promos, and recommendations online, usually on their smartphones, tablets, or laptops. How you reach and sustain a customer’s attention online will determine how well you make it against your competitors.

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3 Important Metrics For Effective Customer Experience

When you think about some of the most important aspects of your business, what comes into mind?

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Channel Pivot Approach: Managing your Customer Experience Across Multiple Platforms

Customers nowadays know where and how to reach your brand. They can contact you through your website, social media channels, telephone, email, in-site chatbots you can install on your website, or through your mobile application.

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7 Guiding Principles for Outsourcing Your Customer Service

High-quality, reliable customer service is an integral part of every business. Whether your company is in retail or offers specific services, consumers require a convenient and flexible means of contacting the business. Unfortunately, small and medium businesses don’t always have the time, money, or resources to build its own in-house customer service center or have outgrown their capacity.

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2 years ago No Comments Views

Grow Your Business By Tracking These 6 Essential Customer Service Metrics

Numbers can make or break a business. Your company’s growth and overall improvement is measured through the rise and fall of its service, especially when it comes to dealing with customers. Customer service metrics act as a guide for every member on your team. They provide a more thorough understanding of their work and what your industry demands. Although being measured can seem intimidating at first, the team will eventually see how each metric clarifies their responsibilities. At the same time, each metric provides more room for improvement, giving both your business and its customer service members chances to grow.

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