Federico Castillo

Must have skills & qualities for any contact center agent 

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I remember the days when I was working as a call center agent for a technical support campaign. 

It is not an easy job. Companies need to continue looking out for effective leadership, tools & methodologies to stand out and facilitate the consumer experience. 

Ensuring those skills with the capacity to create a positive impact not only for the individual but also for the company. 

Outsourcing and call center companies consider elements that, through their recruitment and human resources departments, detect and apply the necessary knowledge to see candidates with the skills and qualities. 

You already have an idea, but do you want to explore a little more about the recommendations of what it takes not only to get a call center agent, but an impact agent? -Join me on this blog! 

 
Communication skills: 

Communication is something we experience every day. No matter our personality type, our needs motivate us to express our demands in any way. 

When making a purchase, getting some food, or visiting, communication is an inevitable and essential practice as an element of human interaction. 

That is why the ideal candidates for a campaign, whether for customer service, support or sales, must be people willing to establish communication in the form of interaction. 

Always bearing in mind that they do not always come across similar cases, they will have to be subject to two essential practices: 

  • Know how to listen 
  • Know how to explain 

In other words, agents must be willing to pay attention and detect exactly what is necessary to solve or satisfy. 

Second, they need to learn how to consider all the critical elements and data to detect the solution and land it with the receiver. 

Focusing on the details, taking notes and asking the client for a precise description are always effective methods.  

If we consider the importance of this element, we will have clarity on how to attend to any call efficiently. 

Image by Freepik

  • Patience and empathy: 

It is always necessary to remember that when taking a call, we are talking to a person, no matter the situation or the attitude. 

Whether we receive a positive or negative attitude, we must have the patience to understand that another person is at the other end, so we must be open to knowing where it comes from and how we can help. 

We could all find ourselves in a situation that requires assistance; now, even though we may find ourselves with a problematic person, professionalism and the willingness to show a: “hey, I’m here to help you” is the best defense weapon. 

These are two qualities that the training department at Redial teaches as a top priority, denoting constant results and genuine care. 

  • Love for tech 

It is imperative to be updated with new technologies and tools that can help us facilitate the operation and the customer experience. 

As an industry, BPO is constantly changing and adapting, so you must look out for people who are not resistant to change, are up to date with various technologies, and are willing to strengthen their knowledge. 

And we must not only consider the use of technological tools. Every day we witness the emergence of campaigns that manage digital products or media, so mastering how they work is necessary. 

Especially considering that the consumer experience trend is happening entirely online. Whether through omnichannel support, surveys, reviews, etc. 

Image by fancycrave1 from Pixabay
  • Organization: 

This ability is directly related to the skills and qualities mentioned. 

Through the organization, we establish a hierarchy of priorities fully adaptable to any specific situation. 

Organizing our processes and methods allows us to flow together, whether at the time of detecting the cause of a problem or a particular need. 

I enjoy witnessing the growth of many fellow agents who have demonstrated their leadership capacity and results through these skills and qualities. 

Fundamental bases that become key to growing personally and professionally. 

What do you think? Do you think this is what it takes to be a great agent? 

Thanks for reading our blog; if you want to see more articles, click here. 

Do you want to have the support of great agents and scale your business? We’d love to talk. 

Federico Castillo

How can BPO services and retail work together?

 

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BPO services and retail are one of the most critical industries.

Maybe you are wondering how to upgrade and work alongside a business that knows how to be in touch with all the constant changes many industries face.   

Perhaps you have the resources to venture into the retail business, a sector showing constant economic GROWTH.

According to the United States Census Bureau, either by the direct sale of products, supplies, and services.  

Or maybe you are a retail investor who wants to ensure efficiency in the distribution and operation of the business.  

You know what has been mentioned involves many processes, information, and activities in constant demand and evolution that define your competition in the market.   

It is understandable and often necessary to have a team prepared to help you achieve the goals you have for your business, which can be summarized in 4 specific key points:   

  • Exceptional customer service.   
  • Enhance your brand and value proposition.  
  • Find the best talent through quality recruitment and training.  
  • Be up to date with modern technology. 

It sounds like a lot, but we will explain how can BPO services and retail could work together. We will also explore the new challenges and possibilities.   

  • 1- Exceptional customer service for Retail

 Consumer retail is always on the move. People are very active and expect to have the proper attention.  

 Business Process Outsourcing company’s primary focus is to deliver quality customer service.

Fundamental since they are the basis not only of income but also of satisfaction and, subsequently, the development of opportunities. That’s just how retail works.  

Working with a BPO for retail services helps you achieve a seamless experience.

This is possible due to the optimization and follow-up corresponding to your needs with a multidisciplinary approach.    

  • 2-Enhance your brand and value proposition by outsourcing your retail services 

Great customer assistance and omnichannel services are essential for proper pre and after-sales management.  

It solves any possible inconvenience and thus increases the chances of communicating the benefits of your product or service.   

At Redial BPO, we always recommend focusing on your business and your customers.  

Always ensuring that we have the experience to keep up with the constant changes in the industry and invaluable factors such as economic context, culture, and language.   

 

  • 3- Find the best talent through quality recruitment and training.  

Providing effective and honest care through a recruitment process that ensures value and professional growth is necessary for long-term results.  

In addition with follow-up with clients and constant training of the operations team is essential.

That way, call centers that provide services for the retail business can feel more like an extension of the brand than an outsourced building.  

  • 4- Be up to date with modern technology.  

Key factors are fully digital platforms, which many businesses in the sector have incorporated.

Strengthening what we know as e-commerce and project management software.   

The growth of e-commerce platforms and stores has required the establishment of many resources and digital attention with the help of artificial intelligence.

Services that have proven to be highly effective.   

With this in mind, we also opt for innovative technologies, fully adaptable to your business and your goals.   

Recently, we have incorporated a new tool: speech analytics AI.

A tool that analyzes the conversations between agent and client to automate processes and ensure faster results. 

The use of these tools represents a step up in the contact centers industry.   

  • 5- New challenges for retail business 2022  

Although the retail sector maintains sustainable growth, it is not exempt from situations that currently intervene in behaviors, such as inflation.   

The rise in prices affects the behavior of all customers, modifying their preferences and motivating them to look for more alternatives that respect their quality-price standards.   

Because of this situation, the competition every day looks for more effective methods and ways to ensure the retention of a loyal customer base.   

  • Final thoughts  

 The retail industry has many challenges and business opportunities if it keeps up with needs and opts for strategic alliances with companies specializing in optimizing operations.   

Maintaining a loyal customer base is possible with quality attention and follow-up to any request.   

The use of technologies to manage projects and large amounts of data helps us make better decisions.   

With all of this mentioned, it is possible to create a structure with the ability to establish and execute communication strategies for the benefit of your business.   

We have all the tools and talent to help you empower your services and achieve your goals at a cost-effective nearshore opportunity.

We would love to talk to you and help with your day-to-day operations. Give us a call. 

How Customer Service Outsourcing Can Supercharge
Luis Olvera

How Customer Service Outsourcing Can Supercharge Your Revenue Growth

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Finding new ways to achieve growth while turning expenses into revenues may sound complicated, a process that would involve a substantial investment that may not work out as intended. Still, customer service outsourcing is a healthy way to achieve this.

Growing your in-house customer service call center can be challenging, expenses can drive you to reconsider how you are handling customer experience and expectations, with numbers rapidly turning to red when assigning more resources to address the growing volume.

The best alternative is finding the right BPO partner with experience in delivering the best-outsourced customer service for a price that allows you to cut your expenses and create the perfect customer experience without breaking the bank.

Customer service outsourcing is a key player in increasing profits and cutting expenses.

When putting together a customer service call center, a common mindset involves calculating the cost of infrastructure, hiring, training, and the day-to-day operational costs, which may add hidden charges as the operation moves and grows.

When growing exponentially, the needs become far too demanding for a business to easily handle customers’ needs without eventually breaking the bank and turning a call center into a significant resource siphon that seems to serve no purpose other than to comply with an obligation to serve.

For these situations looking at a nearshore BPO to help you with customer service outsourcing is a viable way to grow with savings starting right out of the gate from the cost of paying agents reduced by at least 50%.

More Benefits:

Other benefits will show up as the operation begins moving to your nearshore partner. Infrastructure, software, hiring, training, and other processes that generated a cost are absorbed by your partner, giving you a considerable growth space.

But this may not fully answer the entire matter; while cutting expenses, how can I turn this into a viable investment return?

With hidden benefits from hiring the right customer service outsourcing partner, you can gain highly skilled and qualified agents and administrative personnel with years of experience in the field while leveraging their multilingual capabilities at a fraction of the cost.

These allow for customer experience, brand loyalty, and continuous growth in your loyal baseline of clients to grow without additional investment, generating a more extensive customer base that looks for your products and services through word of mouth.

An important study showed that 77% of customers interviewed answered that they recommended a brand to friends and families from a single positive experience. In contrast, a survey from American Express showed that one bad experience leads to at least fifteen people being informed of this and driving business away.

Making customer service efficient by putting it all in one place.

Another critical factor is growth, which ensures customers receive the best experience, is through omnichannel support for new and current clients.

While live chat has become increasingly common worldwide, especially for online purchases, there is still a considerable number of clients making use of phone and e-mail; leveraging other channels is possible, giving a broader set of communication options.

This means that having different channels can cause the information to be in other systems, complicating the customer experience and creating frustration when they must repeat their request repeatedly to the following agent that takes their call.

Omnichannel helps put everything together into one solution and make it available to any agent that interacts with the client, giving them a rapid response to their needs while also defusing the situation, which would otherwise generate a bad experience.

Outsourced customer service can use this method by implementing multilingual support into the channels, creating a better-focalized experience for clients looking to get support in their language, which helps them make the right decision and creates a better experience.

Feedback is a way to understand your clients’ needs.

But there is more to all of this than simply giving excellent customer service and experience to your clients; their thoughts and requests are essential, making their feedback a critical factor in making it to the top and staying there.

Providing clients with surveys and giving them the option to speak their minds helps understand how processes are working if products or services are selling and how customer experience can be improved to ensure customer satisfaction and brand loyalty are achieved.

Numbers will speak mainly of situations that you and your customer service outsourcing partner face, making efficient changes through this information. Identifying factors that could lead to improved business and better service means a faster investment return through customer service.

Final Thoughts

We have more than 45 years of experience in the BPO Industry and can help you to reap all the benefits with a fast return on investment.

Our focus ensures that your business benefits from a large pool of talent with the right mindset, ensuring that you can start running from the first setup and wow your clients on every interaction.

Leveraging the newest technologies and methodologies in the field, fast communication channels inside your time zones, and in-depth knowledge in your work line, we also ensure that the integration is seamless and beneficial.

If you have questions about what other services you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

[1] https://www.worldwidecallcenters.com/global_focus/mexico-call-centers/

[2] https://experienceinvestigators.com/why-positive-word-of-mouth-is-insanely-powerful/

4 Ways Retail Businesses Can Benefit From Hiring a Call Center for Customer Service
Luis Olvera

Quick 4 Ways Retail Businesses Can Benefit From outsourcing Call Center for Customer Service.

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As the world continues to move on through the Covid-19 period, some constants cannot be ignored; the use of call center customer service has become a critical factor in winning the battle to stay at the top of relevancy.

A retail business can leverage the right partner to ensure that customers continue returning through the mere handling of their interaction with an agent and ensure that the sale is always closed at the end of the day.

Below are four elements that can provide you additional insight into why expanding your use of a customer service call center to the right partner can ensure you are always ahead of the competition.

Focusing on what matters the most, your business and every customer.

The right partner inside the call center customer service industry can ensure that interactions are fast, educated, and focused on getting every customer the answer that they are looking for.

Furthermore, with this experience, there is a vast understanding of specific sectors’ interests, leveraging years of practical knowledge and understanding culture and language, which help get the customer right where they want to be.

The focus on the customer experience helps create a loyal baseline of returning customers, helping spread the word of products and services provided through interactions that satisfy their every need.

Putting the customer experience right at the top.

Customer experience has become the king of the battlefield of customer loyalty; the right customer service call center partner can ensure that every interaction satisfies your clients’ needs.

There are two considerations to make as to why it has become relevant for retail businesses to achieve the highest possible customer experience, all based on returning customers and the revenue earned.

A customer that has had all its needs completely satisfied will produce as much as 2.6 times more than a partially satisfied customer and 14 times more revenue than a dissatisfied customer[1].

The other consideration is the relationship with dissatisfied customers, who will only perform one interaction with the business and look elsewhere for products and services.

But a study from 2020 found a 95% possibility that a customer will return after a bad experience if they know that the issue they had was resolved[2].

With these numbers in mind, it is easier to understand why a customer service call center providing excellent customer experience continues to be the focus of all businesses worldwide, turning the idea of being an expense into a great return of investment area.

Making use of Big Data for the long-term benefit.

It is on everyone’s mouth, Big Data. Data collection can be done through many methods; a customer service call center can always provide rich amounts of information but making it speak can sometimes be left in the shadows.

The tools used by a customer service call center are ripe for decision-making and understanding of tendencies and choices made by groups based on many factors that may not be obvious by looking at every single interaction.

By leveraging the right customer service call center partner, it is possible to use all the collected information, turning it into a new field for possibilities and expansion for the business.

Furthermore, this information provides you with insight into every sector interacting with your business for products and services, providing you granular data that opens possibilities of creating tailored promotions or putting upfront the right product.

The possibilities continue to grow as more data is gathered and investigated; using the right tools and the right partner can help you understand faster than the competition what your customer wants before they have even interacted with you.

The right customer service call center partner helps keep your numbers in check.

We have spoken about the many benefits that help put your business at the top, all involving the experience, client, and data, but there is one final item to talk about.

Your expenses and how you can grow without breaking the bank.

Through a nearshore partner, you are bound to save at least 50% on the cost of expansion from the cost of in-house growth; an added benefit to these savings is time, which can be crucial in rapidly evolving industries.

This means less time involved in training, less time required to put everyone involved up to speed on tools, processes, and methods, and less time ensuring that everything is moving as intended.

The right customer service call center partner will ensure that these tasks and more are seamless to your business, putting all the wheels in motion so you can continue to drive your business towards your goals.

Being more upfront about this matter, if a lingering question remains in your mind, such as “how does this benefit my business?”

The answer to this question is: Time is money.

Every minute saved on these steps means your business is ready to grow at an exponential rate without having to worry about these details, allowing key people in your business to focus on other important matters.

Final thoughts

We have more than 45 years of experience in the BPO Industry and can help you to reap all the benefits with a fast return on investment.

Our focus ensures that your business benefits from a large pool of talent with the right mindset, ensuring that you can start running from the first setup and wow your clients on every interaction.

Leveraging the newest technologies and methodologies in the field, fast communication channels inside your time zones, and in-depth knowledge in your work line, we also ensure that the integration is seamless and beneficial.

If you have questions about what other services you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

[1] https://business.trustpilot.com/reviews/learn-from-customers/5-reasons-why-customer-experience-is-the-pulse-of-every-business

[2] https://www.questionpro.com/blog/mechanics-of-detractor-recovery/

AI CUSTOMER SERVICE
Valeria Flores

How Does AI Impact Customer Service in Call Centers?

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Artificial Intelligence is process automation, which is the configuration of computer software to emulate human interaction in digital systems, creating robots that capture data, provide feedback, and communicate with other systems.

If you’re interested in outsourcing your customer service campaigns to develop a more efficient and effective experience for your clients, this is the perfect first step!

Nearshore call centers help reduce operating costs and increase the quality of service with state-of-the-art technology.

Brain with digital circuit and programmer with laptop. machine learning, artificial intelligence, digital brain and artificial thinking process concept. vector isolated illustration. Free Vector

Why should I be interested in outsourcing call center services with AI?

AI is a virtual system that can perform high volumes of transactions, working without any interruption 24/7.

Being highly configurable, the AI can perform the same tasks faster and more efficiently, freeing human labor to develop other charges such as decision making, analysis, and innovation.

How is AI used in Call Centers?

  • Predictive Call Routing
  • Interactive Voice Response (IVR)
  • Conversational AI
  • Emotional Intelligence AI
  • AI-Powered Recommendations
  • Call Analytics

    Artificial intelligence (AI) takes the intelligent routing and makes it even more innovative. Now call center agents can route inquiries based on additional criteria, such as customer personality and information gleaned from previous contacts.
Robot studying cloud technology through magnifier. artificial intelligence, machine learning, cloud computing, robot thinking concept. vector illustration isolated Free Vector

These are some essential points and benefits that you can consider for your business:

  • Increased productivity and fewer cost overruns
  • Outreach
  • Data collection management
  • Automation
  • Document and report generation
  • Mailing
  • Highly transactional processes.

Nearshore call centers with AI are customizable to business rules, consequently used in response through its technology and security for management and control of monitoring in each phase.

We are eliminating human error.

Using AI in call centers aims to improve the customer experience and relieve human agents of time and energy spent on simple requests.

Matching a customer with the right agent at the right time can do a lot to optimize efforts.

Ultimately, AI can automate simple tasks, deliver in-depth analysis, and help agents reach a faster response time, better first-call resolution, and more satisfied customer service agents who have the tools to do their job better.

Developers building, testing and deploying chatbots on platforms. chatbot platform, virtual assistant development, cross-platform chatbot concept Free Vector

Is it possible to replace agents entirely in the future?

We don’t believe this question cannot be answered precisely, just with a yes or no answer only. In a way, artificial intelligence can handle repetitive and simple calls by being automated.

It helps agents because it gives them time to handle more sophisticated calls.

But in some ways, this can reduce the volume of calls to live agents and affect the number of reps needed in a call center.

Here at REDIAL, we recently implemented new technology to our services; the AI service is a workforce platform that would help us do more with our resources and delight the customers.

  • Fuel revenue growth
  • Retain more satisfied customers
  • Manage compliance and risk
  • Drive operational efficiency at scale

We have the infrastructure to support any industry and make the transition as smooth as possible.

We are committed to helping businesses achieve their goals with cost-effective nearshore outsourcing solutions.

To know more about our full-service support and get a quote, click this link!

Benefits of Omnichannel Customer Support
Luis Olvera

Benefits of Omnichannel Customer Support

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There is a way to keep clients engaged and loyal through every interaction; this includes a highly focused detail on the service provided, which can be easily achieved through omnichannel customer service.

It is no secret that 90% of clients have consistent channels while 75% of online customers expect assistance within 5 minutes[1]; these numbers put it upfront that integrating omnichannel customer support in your business is a game-changer.

Here are five items to look at which give insight on the benefits of omnichannel and what you can obtain from implementing it across your business.

At the forefront of knowing your customer

Data is everything in the 21st century; it helps us understand trends and can create efficient models that assist you in tailoring campaigns and focusing on specific demographics through sheer interaction.

Omnichannel customer support also helps put all the data in one place, regardless of the customer’s communication method. This allows every interaction to understand what is needed and how it can be provided in the shortest possible time.

To further put the customer at the center stage, understanding previous interactions and any issues they had in the past allows for rapid defusal of challenging situations and creates an immediate positive experience, turning a dissatisfied customer into a part of your loyal client base.

Omnichannel customer service gives you what you want wherever they are

In the past, one of the main challenges of customer service was putting everything into one place; transferring a customer around could mean long wait times with no information available from the previous interaction.

Complicating matters further, other channels would not always provide the same information, broadening the customer experience entirely and opening the gap for customer dissatisfaction, and ending their interaction right there and then.

With omnichannel customer support, the possibilities are endless, be it by phone in another country, through their smartphone through an app, a fax that ends up connected to other channels, or via live chat on a laptop from the other side of the world.

This method empowers the client to make the right decision and helps your business maintain a loyal baseline.

Making the customer experience feel unique with every interaction

As we have mentioned before, data is everything to ensure you understand your customers at every step of their experience, making it faster and more efficient for them to get exactly what they want.

Through omnichannel customer support, it is easier for your customers to find other products or services they may be interested in, getting the correct answer and opening opportunities for an upsell for other items that fit right into their current interests.

With thorough, continuous training, the right customer service partner helping you build a great customer experience, and omnichannel customer service, the possibilities for growth open up considerably.

All roads lead to real-time customer support…

Numbers talk heavily regarding the importance of time on every interaction, with 79% of customers preferring live chats when looking to obtain an immediate response for their needs, with live chat showing the highest customer satisfaction rate at 92%.

These numbers continue to grow as time moves on, and Covid-19 continues to affect businesses worldwide, with the integration of omnichannel support being more important now than ever to make all gears move simultaneously when interactions are happening elsewhere.

This means that even though there is a more significant number of customers looking to receive live-chat support at any given time, there may be situations in which clients will need to interact through other means, making it essential that the average response time is kept as low as possible to ensure that interactions are held at the same level.

…And excellent customer experience

Customer retention continues to be an essential factor. Customer experience shines intensely, as it costs businesses worldwide seven times more to acquire a new customer than to retain an old one.

To top all of this off, omnichannel customer support is a key to ensuring that the customer experience is always kept as a priority during interactions and ensuring that these build a strong, loyal baseline that makes the business grow and thrive.

To further the considerations, numbers also speak volumes when pointing that 86% of customers are willing to pay more if there is a great customer experience involved[4], making it the strongest priority by far for any business to ensure this happens every time.

Final thoughts

The battlefield is set, and the evidence shows that customer experience continues to be king; the use of omnichannel customer support has become the most obvious way to ensure that this is set to the highest possible standard for every interaction.

We have more than 45 years of experience in the BPO Industry and can help you to reap all the benefits with a fast return on investment.

Our focus ensures that your business benefits from a large pool of talent with the right mindset, ensuring that you can start running from the first setup and wow your clients on every interaction.

Leveraging the newest technologies and methodologies in the field, fast communication channels inside your time zones, and in-depth knowledge in your work line, we also ensure that the integration is seamless and beneficial.

If you have questions about what other services you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

[1] https://www.redk.net/en-GB/insights/omnichannel-approach-impact-customer-experience/

[2] https://99firms.com/blog/live-chat-statistics/#gref

[3] https://www.markinblog.com/customer-loyalty-retention-statistics/

[4] https://www.superoffice.com/blog/customer-experience-statistics/

Valeria Flores

How Call Center Outsourcing Improve Advanced Collections Service

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Because of the complicity of the task, many companies are looking for other effective solutions, that’s why outsourcing a call center for a collections campaign has increased exponentially in the last few years. 

Let’s talk about the positive impact of outsourcing a call center for your collection’s services.

These key points of outsourcing a call center will benefit your collection service approach.
  • You will expand your collection calls
  • Economically, you will reduce your operational costs by 50%
  • You will have your time entirely devoted to other business tasks that need your attention.
  • You will not be worried about the hiring process anymore; nearshore call centers offer this service.

Outsourcing your collection campaign is not only a time-saver but gains back funds in a big way, with quality standards and the latest tools in technology.

Quality collection calls are necessary; we believe that quality is better than quantity, but isn’t it possible to get both?

In a call center, the agents are highly trained and prepared to give the best attention, service, and quality without leaving aside the actual results in the day today.

They have been highly trained before they take their first call, so they understood the market. Creating the spectrum of a quality call experience and the best culture alignment concerning nearshore call centers.

Expectations of outsourced a nearshore call center:

BASIC CONVERSATIONAL SKILLS & VOICE TECHNIQUES

Understanding the essence of a conversation is especially important in debt collection, and something as simple as talking can be an excellent persuasion tool.

LOWER COSTS AND HIGHER REVENUES

Running an in-house call center is costly. Payroll, tracking databases, analytics software, certifications, and compliance costs can be a nightmare.

Therefore, outsourcing allows you to transfer these costs to the call center agents and connect them directly to the revenue collected for a lower price.

Utilizing the resources of an outsourced call center can increase your company’s revenue significantly by collecting more accounts in a shorter cycle.

INCREASING SATISFACTION

If your company’s focus is not on customer service exclusively, you may get a negative response when approaching customers about late payments.

Outsourcing your collections campaign will have a higher likelihood of positive interactions and the customer is more likely to decide to return to you.

Let’s focus on bringing to your customers quality service.

A call center dedicated to debt collection means committing the proper procedure and time necessary to receive timely collections.

While it can be frightening to outsource such an essential part of your business, the benefits of outsourced collections can outweigh the negatives.

To ensure effective debt collection, you need an experienced and dedicated team.

REDIAL BPO offers quality debt collection services ideal for your company’s needs. In addition to having the best technology, we have the right and highly trained team. We work providing the best Nearshore call center operation with customized solutions with the clients.

Get a quote and get more information by clicking on this link. We are READY TO BE YOUR PARTNER.

Best Practices for Effective Ecommerce Customer Service
Luis Olvera

Easy Practices for Effective Ecommerce Customer Service

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In our current world competition between businesses is fierce, it shows that while there are different battlefields to engage there are core items that must be put in the spotlight.

With the rapid growth and access of the internet to millions around the globe, it is evident that e-commerce is the way to go, especially for newer generations.

Inside this spectrum, we find that customer service for e-commerce has become the largest pillar in sustaining a business’s customer loyalty and satisfaction.

To put numbers in perspective, in 2019 Amazon was receiving 200 million visits per month which other businesses take advantage of by partnering to sell on this platform.

In another survey performed in 2018 it was confirmed that there are 2.14 billion customers in the realm of e-commerce, this means that at least 22% of the population of the world have performed a purchase at least once throughout that year.

When considering this it is important to put e-commerce customer service at the forefront, with a report in 2017 making it clear that only 8% of customers agree that companies provide excellent customer service.

This is critical when considering that a report provided by Microsoft in 2017 indicates that 54% of their customers have extremely high expectations on customer service where 66% were inside the range of 18 to 34 years of age.

One question that may come to mind when talking about the subject is, what is e-commerce customer service all about?

Customer Service for Ecommerce, the Key to Success

  • Making shipping and return policies clear, when customers are looking to get the most out of services and products it can be frustrating to have unclear rules or specifications on how they pay or receive what they have purchased, this is where customer service for e-commerce can help in setting up a strong baseline for the customer experience.
  • Providing the right answer through any channel, in a 2017 Microsoft also confirmed that out of the surveyed customers inside the United States 27% will use one to two channels while 47% use three to five different channels of communication, this is where e-commerce customer service helps in closing the gap by providing the answer through a multichannel or omnichannel support structure, providing accurate up to date information which ensures that there is satisfaction regardless of the communication option of the customer.
  • Improving your response time to the max, with e-commerce customer service there is always someone to answer your customer’s question in seconds through their selected channel of communication, helping make the right choice as well as providing space for upsell and saving the sales in critical moments, additionally, this closes the gap in tougher situations when customers are upset with their interaction, with surveyed customers in 2017 indicating that 12% of them found the lack of speed as frustration in their interaction it is clear why this stands as one of the key priorities.
  • Measure and optimization where it matters, e-commerce customer service provides additional hidden bonuses and benefits to the business such as understanding customer behaviors and tendencies, most wanted product or service, areas of opportunity for the current business processes, and a clear line for optimization just in time to keep yourself ahead of the competition. In a previous article, we have talked about the 5 most important KPIs to ensure the best customer service can be provided on every experience.
  • Rinse and repeat to ensure loyalty, with customer service for e-commerce it is a safe bet that there will always be a way for businesses to ensure that the same excellent customer experience is provided to every customer on all the interactions they do with the business thus creating a strong brand and a loyal customer base that keeps coming for the same experience.

For the coming years, customer service in e-commerce will continue to play a key role in all business interactions, investing for growth in this area is a must to keep up and outpace the competition.

We have more than 45 years of experience in the BPO Industry and can help you to reap all the benefits with a fast return on investment. If you have questions about what other benefits you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

[1] https://www.statista.com/statistics/271450/monthly-unique-visitors-to-us-retail-websites/

[2] https://www.statista.com/statistics/251666/number-of-digital-buyers-worldwide/

[3] https://www.superoffice.com/resources/guides/customer-service-benchmark-report/

[4] http://info.microsoft.com/rs/157-GQE-382/images/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf

[5] http://info.microsoft.com/rs/157-GQE-382/images/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf

[6] https://www.statista.com/statistics/815599/causes-of-customer-service-frustration-us/

What is Customer Service in Logistics Phone and Airplane
Luis Olvera

What is Customer Service in Logistics

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In todays world the use of logistics services has been shown time and time again that it is one of the key pillars for the economy and every business looking to achieve success, but one hidden piece of the puzzle makes everything work in harmony, Customer Service Logistics.

During the Covid-19 era this has become far more evident as the global supply chain had become stressed for important reasons, in turn making it evident that a renewal for how work is performed on the day-to-day operations needs’ considerable improvement.

There is one key factor that can help provide a better experience for businesses involved and the logistics providers, that is Customer Service Logistics.

With Customer Service becoming a turning point to add value to the experience it is an obvious investment to create an excellent experience and ensuring loyalty to the brand with returning customers.

The Goals of Customer Service in Logistics

Aside from the obvious factors there are other key items to consider when looking at Customer Service Logistics.

  • Ensuring that everything is on time, customers have little time to waste and, in this industry, every second counts, this is one of the sections where customer service in logistics excels.
  • Building trust through reliability, every service has its faults, but logistics is where every decision and action is important and impacts greatly on other parts of the supply chain.
  • Ensuring the price is right, while businesses can consider customer service to be an expense this is the opposite, it ensures that other parts of the business work and can have visibility on issues, saving time, trust and in turn saving money and returning the benefits to the client.
  • Stretching to meet the goal, we know that rules are firm and are there for a reason but customer service in logistics also ensures that there is space for flexibility from all sides to ensure that success is achieved for all parties.

A Helping Hand for the Day-to-Day Tasks

On the other side of the spectrum, customer service can help with some of the key needs of customers such as:

  • Supply Chain Management, one of the most complicated factors in every business is ensuring there is success in every step of the way in the Supply Chain. Here customer service can assist in connecting pieces of the business that may have a hard time engaging each other and providing a middle ground for understanding.
  • Shipping and Freight Services, be it by air, ground, or sea the package must be delivered, from its origin to its destination no matter when in the world it is. Customer Service Logistics ensures that the right path and method are chosen for the delivery to be made in the fastest and most effective way possible.
  • Warehousing Services, while in some instances delivery is considerably fast there are times in which the package will have to wait for someone to come pick it up, here customer service logistics can ensure that this is in the right location at the right time, making sure it also moves when needed, keeping an eye on it to avoid losses for the business.

Customs and Insurance.

  • There are additional factors that the business may not be aware of if they do not have enough experience with certain regions or countries. Here is where customer service logistics can ensure that there is an easier time for the package to move through locations without being stuck in one place due to missing paperwork, losing time in return, and then back to the customer.
  • Additional guidance and whatever comes next, as the industry evolves so will businesses and the customer service experience, by keeping everyone in the loop with continuous training and ensuring that everyone is in the know the customer service agents for customer service logistics can ensure that every package goes through the required procedures without missing a beat.

It is a fast-moving world and losing a beat can mean losing your business, creating an engaging experience can sound like a challenge but here is where a BPO Partner can assist you in ensuring that your business remains ahead of the competition.

We have more than 45 years of experience in the BPO Industry and can help you to reap all the benefits with a fast return on investment. If you have questions about what other benefits you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

The 4 Essentials of online Retail Customer Service Portada
Luis Olvera

The 4 Essentials of Online Retail Customer Service

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Retail is the key to every business in the market looking to make a profit, be it business to consumer or business to business.

As retail has evolved throughout the years so has the method used to deliver sales and customer service.

In 2021 we know that by 2023 at least 300 million shoppers will be doing their purchases online, adding to this the fact that the average consumer in the United States produces revenue of 1804 USD per year.

Additionally from 2016 to 2021, the number of online buyers has increased considerably, from 1.66 billion to an expected 2.14 billion.

With these numbers in mind, it is no wonder why businesses around the world are switching to eCommerce to turn an additional profit from their products and services.

But products and services require exceptional online retail customer service and below are four key factors that make up an exceptional experience that will produce returning customers on every sale.

How Do You Support Online Customers?

There are different methods to interact with online customers, be it through e-mail, live chat, or social media, in some instances customers may also contact the business through the phone.

From numbers provided by a study in 2015, it is notable that customers have a 42% higher preference on using live-chat to email, standing at 23%, or social media, which stands at 16%.

These methods allow for the customer to have different methods of interaction with the business that will have the same answer in the shortest amount of time possible.

Online retail customer service, number-wise, continues to rise in the global market as the key player for providing the customer with the right answer in the fastest possible time.

This interaction also helps with saving the sale as well as providing additional products or services which may be of interest to the customer.

Create An Exceptional Customer Experience

Customers expect to have the right answer to their questions, a quick turnaround, and an interaction that makes them a returning customer.

Achieving exceptional customer experience opens the door for the business to create a loyal customer base, expanding the brand of the business and culture.

With the increase in smart devices and faster internet, it is no wonder why clients keep looking at online solutions to have their needs met, both for purchasing and support.

Additionally, online retail customer service shines in this area by the percentage of positive interactions found in this area.

Numbers show that there is a higher satisfaction rate, online chat standing at 73% while email stands at 61%, from every action performed.

A study performed by PwC also shows that out of 15000 customers 1 out of 3 will abandon the brand from one bad experience, 92% will completely abandon the company after two or three negative interactions.

It is no wonder why businesses invest more in customer service as the key factor of increasing and retaining brand loyalty.

Rethinking your day to day operations.

Omnichannel Support

While businesses continue to grow and offer additional options for customers to get the answers, there are different ways to achieve this.

Online retail customer service can provide two methods to achieve the same goal, multichannel support, and omnichannel support.

The most common way for interaction is through multichannel support, providing different methods of interaction for the client as they prefer.

The second method is omnichannel support, a process that allows the customer to have a seamless experience regardless of the channel they have chosen for their needs.

One of the key factors that make omnichannel a better option over multichannel support is the mitigation of frustration customers feel when having to repeat their questions and needs.

Number speak for themselves, 89% of customers will have their experience tarnished by having to repeat the same process over with a new representative.

Make Every Customer Contact Experience Unique

Another important factor for every interaction is making these tailored to every customer.

This can be achieved through different methods and tools that the business can obtain which will help increase satisfaction at every turn.

Some of the most common factors that will produce an exceptional customer experience are:

  • An omnichannel support platform, making escalations or additional interactions faster and easier
  • Continuous training for all online customer service representative
  • Multilingual support for the regions in which the business interacts
  • Support for customers with limited hearing or seeing

As a final number for consideration, a study in 2017 undertaken to understand this need revealed that at least two-thirds of businesses surveyed compete solely on customer experience.

With these key factors and numbers, are you looking to expand your business into providing the best online retail customer experience?

Free Quote Keep

[1] https://optinmonster.com/online-shopping-statistics/

[2] https://www.statista.com/statistics/251666/number-of-digital-buyers-worldwide/

[3] https://www.icmi.com/resources/2015/the-stats-behind-chat-its-popular-and-growing

[4] https://www.icmi.com/resources/2015/the-stats-behind-chat-its-popular-and-growing

[5] https://www.pwc.com/future-of-cx

[6] https://www.superoffice.com/blog/omni-channel-customer-service/

[7] https://www.gartner.com/en/marketing/insights/articles/key-findings-from-the-gartner-customer-experience-survey

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