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:

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.

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.

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.

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 71

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
71 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
Market Research Analysts
Others

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.