How to Keep Up With the Changes in Customer Behaviour Through Outsourcing

Customer’s behaviour changes overtime. Especially with the current pandemic and the shift to digitization coming into play, more and more customers require fast, reliable and efficient customer service. 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 demand.

Understanding the psychological behaviour of your customers allows you to identify the challenges and pain points you need to address to ensure customer satisfaction. Knowing these coupled with outsourcing will help you increase the number of happy customers and improve their overall brand experience.

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

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.
Ability – to buy, this refers to financial ability, knowledge or time required to purchase or use your product.
Trigger – or ‘something’ that prompts the potential consumer to take action, right now, and click buy.

Understanding the buying habits of consumers, especially during the time of pandemic will enable your business to strive and adapt. You can leverage this to create marketing strategies that will speak to your target audience.

How does outsourcing customer service come into play?

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. Their buying experience is how they define your company because there are no direct interactions 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, regardless if you’re a large corporation but most importantly for startup companies. Your customer service team equates to an in-store personnel that adds a personal touch to their overall brand experience.

Customer service can make or break your brand’s image

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

If your customer service team fails to live up to 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.

Build your own team of Omnichannel Customer 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.

Customer Service’s Ultimate Goal

The ultimate goal for good customer service is customer satisfaction. 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 with a pleasant customer representative.

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.

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

We partner with the world’s fastest-growing {tech} companies who want to scale and advance their brand.

Demonstrated by our world-class Net Promoter Score of 67+, we deliver the highest quality outsourcing services using our unique data driven approach – combining powerful technology and high performance teams within our highly-engaged and agile culture.

Our expertise includes CX, engineering, data science, sales & marketing, and back office services.

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