Current Market Trend on Outsourcing CX Tasks

In the current market, outsourcing customer experience (CX) functions has become a trend that companies are adopting to stay ahead of their competition. Customer experience solutions are the key to providing a seamless, personalized, and delightful experience to customers.

22 percent of Fortune 100 companies have a C-level customer officer, compared to 10 percent of Fortune 500 companies and 6 percent of Fortune 1000 companies. Also, in 2017, the global outsourced customer experience industry was estimated to be worth 71.7 billion US dollars. Due to the growing demand for outsourcing CX operations, companies should consider outsourcing their CX functions to gain strategic advantages.

Buyer’s Behavior Trends in 2023

Customers are becoming more tech-savvy and demanding personalized experiences across multiple channels. They expect real-time resolutions to their problems and do not hesitate to switch to another brand if their expectations are not met. Research suggests there is a distinct change in pervasive communication. Creating unified customer experience management solutions is not only desired but expected as scaling tech companies move online and remote. Customers desire an experience that meets them where and when it is most convenient. As a result, AI and dependable customer service will be the driving forces across all platforms. Therefore, it seems ever more important to leverage the latest CX technologies to provide the best customer experience.

Companies are achieving this by using omnichannel support solutions that enable customers to interact with them through various channels, including social media, email, phone, chat, and messaging apps. AI-powered chatbots also provide real-time resolutions to customer queries and problems, improving the customer experience and reducing customer churn. By adopting an omnichannel support approach, companies can meet their customers’ expectations and stay competitive in the ever-evolving market. Since it is rather challenging for scaling tech companies to develop and maintain the entire CX framework, they should take advantage of BPO services and build a robust hybrid system to meet future demands.

The Demand for Integrated CX Teams With Automation, BI, and QA

When it comes to outsourcing CX tasks, companies need to consider the CX team’s expertise, automation capabilities, business intelligence, and quality assurance to make the right impact. A well-trained CX team can handle customer queries, complaints, and feedback with empathy and professionalism. 

Digital customer experience solutions providers have well-trained CX teams with expertise in automation, business intelligence, and quality assurance. These solutions providers can offer end-to-end CX services that incorporate AI-powered automation and BI technologies to streamline customer interactions, improve response times, and reduce the chances of errors. 

• Automation: By leveraging automation, companies can free up their CX teams to focus on more complex tasks that require a human touch, such as handling customer complaints and providing personalized solutions.

• Business Intelligence (BI): Integrating business intelligence tools into the CX strategy can help companies gain insights into customer behavior and preferences, enabling them to personalize their interactions and tailor their services to meet specific needs. By tracking customer satisfaction metrics, analyzing customer feedback, and implementing continuous improvement programs, companies can improve their CX offerings and enhance their brand reputation.

• Quality Assurance (QA): This is critical to ensure that CX services meet the company’s standards and customers’ expectations. Outsourcing to digital customer experience solutions providers with well-established QA processes and procedures can help companies ensure that their CX services are reliable, consistent, and meet regulatory requirements. 

Offshore BPOs provide people, process, technology, and security (PPTS) infrastructure in order to digitize and optimize their clients’ CX functions. So, it is ideal for organizations, especially growing tech companies, to utilize the highly integrated and inexpensive services provided by offshore BPOs. 

Outsourcing CX Tasks: Why Companies Should Consider

Outsourcing CX tasks can provide several benefits to growing tech companies. Some of the considerations are as follows.

• It can reduce operational costs by up to 70%. 
• Outsourcing CX tasks can provide access to a pool of skilled CX professionals who can provide best-in-class services. 
• Outsourcing CX tasks can help companies focus on their core competencies and strategic initiatives
• Offshoring CX tasks can provide 24/7 customer support, which is essential in today’s fast-paced business environment

In conclusion, outsourcing CX tasks is a trend that companies cannot ignore. Companies need to stay up-to-date with the latest CX technologies and trends to provide the best customer experience. Outsourcing CX tasks can provide several benefits to companies, including reduced operational costs, access to skilled professionals, a focus on core competencies, and 24/7 customer support. Companies should consider outsourcing their CX functions to a reliable CX solutions provider to stay ahead of their competition and create endless opportunities for growth and success.

Infinit-O is the trusted customer-centric and sustainable leader in Business Process Optimization to Small and Medium businesses in the Financial Services, Healthcare and Technology sectors by delivering continuous improvement through technology, data and people.

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