Don’t worry anymore about the large investment of a call center, outsourcing in Mexico can reduce costs by 50% per year.
If you are considering outsourcing services to reduce operating costs or optimize your administration efforts, you are in the right place.
Besides helping expand your business to provide a seamless customer experience, outsourcing a call center can have many advantages.
Mexico has all the infrastructure and talent acquisition to provide the best inbound and outbound call center services, especially in cities like Tijuana or Mexicali with up to 300 seats per site.
Advantages of Call center services in Mexico:
Facilities and Equipment
Nearshore infrastructure with the availability of up to 300 seats.
Operations and Staffing
World-class, high-value agents highly experienced working in the call center industry for a minimum of 2 years.
Quality Recruitment process
Agent screening, hiring, and termination are all administered by onsite Human Resources.
Advanced Training Course
Training courses with varied fields to cover all the different roles for your campaign needs. All agents will be able to determine what are the needs of your customers and what problems they can solve.
Modern Technology
Technology that allows communicating to your customers using the latest tools available, is already invested.
A nearshore call center brings staffing solutions, administration departments like on-site IT, marketing, human resources, and organizational development, for half of the cost per/year, and most importantly, training experienced employees who have arraigned American culture and neutral accent.
So, you can focus on the growth of your business without the burden of onshore call center expenses.
RedialBPO
Our leadership team has over 45 combined years of experience in successfully establishing U.S. companies in Mexico.
Dedicated to reducing your organization’s labor cost by providing essential day-to-day services.
We offer staffing solutions for businesses. Our knowledge and passion for what we do, set us apart in the world of headhunting and recruiting GET A QUOTE.
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BPO in South Africa has registered constant investments for different industries since 2018.
And the numbers continue going up, being recognized as one of the most attractive destinations to outsource different services, according to studies by consulting firms such as McKinsey and Ryan Strategic Advisory.
What is the reason for this, and why is it striking to me to inquire a little about the industry’s success?
Because it is a true example of the work that can generate government and private sector together when a vision of development and improvement of communities is shared.
Especially considering what is coming for the growth of many industries in the country.
Opportunity and growth development:
South Africa has recorded the highest economic growth across the African continent, currently surpassing 55 million consumers.
As part of the world’s emerging economies, it has turned a blind eye to diverse investors seeking to expand its services with talent in the region.
Although, in past years, particularly between 2013 and 2016, falls were recorded from 1.9 to 1.3.
The return to growth forecasts offset this until 2023, exceeding 2.3%.
It gets even more interesting when we get into the estimated value of the entire BPO industry with a presence in the country.
An industry that has been established as a result of innovation:
Outsourcing through offshore and nearshore services has been faster in recent years, thanks to the competitiveness they have presented for voice and voiceless services.
This has been achieved by implementing modern technology that facilitates processes, such as using tools based on artificial intelligence.
The efforts made in the education sector to provide more opportunities to the population and to offer talent, especially young people, in different disciplines are pretty interesting.
Call center services have become more attractive yearly because of its language education programs, teaching English, French & Spanish.
Government and private sector working together:
As I mentioned, one of the most significant factors is the work complemented by these two entities.
As part of the development plan in South Africa, both government and companies have established special agreements to incentivize investment with a common goal.
The one that has stood out and is related to the possibilities that have been presented for the industry and its specialists is the Global Business Services Master plan.
Intending to create more than 500,000 jobs by 2030, the master plan is the first agreement to stimulate investment in the BPO industry.
This is due to the excellent talent for high-demand services in the telecommunication, energy, and IT solutions sectors.
The strategy consists of investments that have exceeded $3.5 million, aimed at infrastructure and technology related to their respective activities.
Yes, it is an ambitious plan, but it demonstrates efficient capacity when we unite these two entities with a common goal: to provide benefits and employment to their individuals.
Final Thoughts:
The outlook for South Africa, in terms of development not only for the BPO industry but the overall economy, looks very promising.
The variables presented in terms of why the country turns out to be one of the main attractions will undoubtedly boost many opportunities.
In Redial BPO, the attractiveness of South Africa has previously been exposed, which is why this year, the initial investments in the country have been confirmed and currently operating in 2023.
Offering more jobs and specialized services.
Much remains to be analyzed and verified, but the future looks promising for all actors involved.
Are you interested in taking your services to the next level? Let’s talk.
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Outsourcing businesses having control over their security in their respective media is undoubtedly essential.
Additionally, ensures protection and reduces the percentage of incidents.
Computer security:
One of the types of security most companies invests in because of the ability to facilitate processes such as data processing and payments.
Computer security services give us the tools to create a digital structure.
This allows us to have a solid defense against possible attacks, like information theft.
And above all, it’s ideal for protecting personal data, banking, intellectual property, and health care information.
These attacks have been one of the most recurrent effects, particularly in small and medium-sized enterprises, since they do not have:
• Identification of risks.
• Implementation of cybersecurity systems.
• Training.
• Secured communications
Why do these security attacks arise, and why do they increase?
Unfortunately, the cyberattack business is highly lucrative.
In addition to that fact, criminal agents are constantly looking for a way to spy and steal information, so they turn to immoral channels to obtain their goals.
Considering that competition between actors can prove harmful, driving a desire to be at the top.
And the advent of new technologies also presents new opportunities for these harmful agents to take advantage of the means to abuse.
What to do about it?
Cyberattacks are highly penalized, and each entity has a series of laws and processes that promote the reduction of these events.
You may think that the elements mentioned above are complicated to apply.
Still, the reality is that we have many alternatives to choose from.
All according to the business’s budget, offering quality in protecting data such as emails, passwords, and financial aspects.
Redial BPO considers the importance of this issue, which is why we currently have two certifications.
PCI DSS certification:
PCI certification ensures data card protection through requirements such as:
The PCI consists of a 4-level process and evaluates different elements from vulnerability management, network, information security, access control, monitoring & testing.
Of course, this is just a summary of everything that is evaluated.
The whole procedure itself guarantees a complete in-depth look into the company’s cybersecurity.
HIPAA certificate:
The Health Insurance Portability and Accountability Act (HIPAA) sets healthcare data protection standards.
Therefore, necessary for all companies that have access to or manage data with patients or people with insurance.
Applying different processes, from consultation to payments for medical procedures.
There are different mechanisms that this certificate implements to address any failure presented.
Redial BPO complies with these two certificates, guaranteeing security and protection to our clients.
Did you find our blog informative and would like to know more about our services?Click here!
Are you ready to talk and see how we can become your strategic partner? Contact us!
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First, what is BPO, and why should you consider it?
Business process outsourcing (BPO) is a set of services that involves hiring (external) service providers for different operations and responsibilities related to the business. (which we will talk about later).
But why?
Different businesses in all industries have embraced BPO because business process outsourcing solutions offer several opportunities for cost reduction and business growth.
The rise of the Business Process Outsourcing (BPO)
The future of BPO will witness accelerated changes. The rise of the business processes will be that they evolve to keep up with technological advances and the expectations of an increasingly tech-savvy customer base.
The future outlook for the BPO industry is promising, despite the growing threat of AI and automation. While some jobs are likely to be eliminated, this shift provides opportunities for growth in other areas that cant be automated.
These also allow for a more significant global presence, and borders become invisible with technology and server capacity.
Increased Flexibility
It means adopting a certain level of transparency about how things are done and investing in building authentic relationships with those customers.
Companies have gained a competitive advantage, reducing costs and improving customer service by outsourcing operations that are not core to their core offerings by partnering with business processes outsourcing external call centers.
Improved Responsiveness
In the future, BPO workers will need to focus heavily on quality while still delivering exceptional value to their customers.
We’re not just talking about calls, but about offering other services that BPOs can provide, outsourcing, and optimizing business-critical tasks so that you can focus on your core competencies.
Take the opportunity for a more diverse set of skills and specializations. Outsourcing makes it easy to hire a specialized candidate perfect for the job.
Potential service from strategic suppliers
A growth area is the outsourcing of knowledge processes, it expanded the possibilities of BPO, allowing companies to outsource highly specialized services such as:
IT services
Accounting
Transcription
Translation
Marketing
Healthcare
Loans
Banking and many other processes that are critical to day-to-day operations.
The quality of work completed by external service providers such as web developers or content marketers will be specialized and thus better. They will also be more productive.
Outsourcing destinations
In recent years, with the upgrade of BPO, Mexico has become a popular destination for BPO work. The success is mainly because of a wealth of resources. Add to this, Mexico is on the border with the United States makes it much more convenient, faster, and less expensive to visit or hire.
To conclude – Outsourcing Future Trends.
Today, leveraging business process outsourcing enables companies to outsource and optimize business-critical tasks to focus on their core competencies. As we mention above, BPO services are now an integral part of various industries you can look for.
There are many companies, such asREDIAL BPO many companies such as redial,
which has the services you are looking for and needs, improving your current process.
https://redialbpo.com/wp-content/uploads/2022/02/FUTURE-BPO-BLOG_COVER.png302797Veronica Mascarenohttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngVeronica Mascareno2022-02-15 20:09:392022-03-02 19:44:34The future of Business Process Outsourcing (BPO)
Mexico is quickly positioning itself as a powerhouse in BPO outsourcing, but what is the reason for this?. Easily, we can say that it is mainly the operating costs, the U.S. is too expensive.
Therefore, an increasing number of American businesses choose to outsource their telemarketing services and other BPO to nearshore call centers.
All these factors can help companies consider outsourcing some or all their day-to-day operations.
1 Cost reduction:
Salaries compared to the U.S. are much lower and can save your company up to 50% in reduced operating expenses, also office space, labor, utilities, and other costs are dramatically lower in Mexico.
2 Service:
Agents are trained based on the needs and expectations of your customers, meeting the objectives and vision of your company. Call centers in Mexico focus on training courses with varied fields to cover all the different roles for your campaign needs.
All agents will be able to determine what are the needs of your customers and what problems they can solve.
3 Location:
The fact that Mexico is on the border with the United States makes it much more convenient, faster, and less expensive to visit or hire, plus it has good options in big cities like Tijuana, Monterrey, and CDMX mention above a few.
4 Bilingual:
Call center agents in Mexico have perfect control of neutral English accents with which they can seamlessly communicate with US and Canadian customers. Most of the agents have either grown up and lived in the United States or gone to college there, so they bring an understanding of American culture.
5 Quality Data Monitoring:
If you want to know more about the customer experience of your clients, call centers in Mexico offer the latest technology tools like Observe AI.
Otherwise, Quality assurance analysts (QA) in call centers have a vital function managing that your KPIs are aligned with your goals, such as:
Organization to continuously improve the service
Improving customer experience
Strengthening your support team
Refining business goals and processes
6 Infrastructure Software Service:
Mexico has access to some of the most advanced, trusted software and infrastructure available on the market. Which allows companies to create, manage, optimize, and have access to specialized information for their operational processes and daily tasks.
7 Employees and Culture:
One of the most important things for employees is the culture generated within the workplace; helps to increase productivity, creativity, and profitability.
To improve the culture of employees, call centers must have a solid Organizational Department, which purpose is to enable better response from all staff, increase communication, increase agents’ profit, and lead to enhancement.
8 Access to Expertise:
Most companies don’t have the resources to hire, train and manage teams for effective BPO solutions because of the incredibly time-intensive services. Leverage the resources that nearshore call centers already have by outsourcing.
9 Easy Hiring:
Mexico has a clear competitive advantage in the growth of operations work. Call centers provide world-class, high-value agents.
Agent screening, hiring, and termination are all administered by onsite Human Resources.
10 A trusted partner: If you are ready to get all these benefits and looking for an efficient BPO company, it’s time to outsource a call center in Mexico.
Contact us to learn more about services and how we can be your staffing solution.
https://redialbpo.com/wp-content/uploads/2022/01/Artboard-1.jpg302796Veronica Mascarenohttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngVeronica Mascareno2022-01-04 18:15:312022-01-06 16:21:4910 reasons to outsource your call center operations to Mexico
Call Center outsourcing has become a norm inside every industry globally; this method provides room for growth at a reasonable price with a list of services that would take a sizeable investment to achieve on your own.
This also means saving time while reaching your goals from the beginning. Having experienced people take over your call center needs while other business resources continue with critical tasks that require their attention daily.
There are three factors to consider when looking at an outsourcing company, which will provide you with insight on making the right decision when moving forward with this process.
A call center outsourcing company always wants to be your partner.
Any company looking to become your partner during the process of call center outsourcing must show to you that they are interested in the task coming at hand; this includes:
Interest in your field of business and knowledge, being easily identifiable when engaging and planning the initial steps for an outsourcing process, any partner that has experience in the industry will immediately understand what you do and the industry.
Understanding your business culture and vision, an essential item for any outsourcing company is to know your objectives, plans, culture, and vision, creating a better relationship and, in turn, providing the right services to your clients.
Making your brand shine is a critical item to look at for someone that wants to be your partner is their interest in making your brand shine, using their industry knowledge and experience to ensure this happens every time.
Flexibility and opportunity for rapid growth, for any business looking to leverage the benefits of call center outsourcing, there is a need for rapid growth, which an outsourcing partner should be able to provide, this includes flexibility to ensure that your goals are met in the shortest possible time.
A call center outsourcing partner brings together the right people and culture.
Building a lasting relationship during the call center outsourcing process means having the right people for the job; this goes from top to bottom for the outsourcing company.
Experience is not all in the field; it is also vital that agents engaging with your clients are also aware of the culture and language of your clients, removing barriers and improving the customer experience tenfold.
Additionally, call center outsourcing will ensure that agents involved in the call center environment are continuously trained and updated with changes you have implemented.
This is another crucial advantage of having a nearshore partner with you, working in the same time zones, and avoiding unnecessary complications of working weird hours, affecting your operation and how it is engaging with your clients.
Another hidden benefit comes from having a partner that can leverage a talent pool that is knowledgeable in your industry, understands the language and culture, minimizes culture shock, and achieves clear and concise communication during every interaction.
A call center outsourcing partner provides you with services that fit your needs.
Having mentioned the quality of the people and their interests, the final item involves the area of services of the outsourcing company.
When evaluating your partner and their current offerings, it is essential that they match your existing business line; it is also necessary to look at other services that they provide for possibilities of moving other processes to the same partner.
This consideration helps you make an educated decision, avoiding the necessity of hiring additional partners to outsource your processes, saving you time, money, and the need to have multiple parties involved during critical changes.
Observe also other services which could be essential to make your business grow, areas that may not be currently tapped but could bring important benefits such as lead generation to make your brand known to an untapped section of the market.
Final thoughts
Making the right choice is essential; it will help you boost the efficiency, quality, and engagement of your business with your current baseline of clients.
Putting all of these items at the forefront and ensuring the outsourcing company of your choice follows them will create an excellent relationship and push you forward to excellence.
Ready to choose the right partner, looking to outsource your operation to a nearshore call center service provider, we can help you make the jump forward and ensure you hit the ground running.
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 services you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.
https://redialbpo.com/wp-content/uploads/2021/02/3-Things-to-Look-for-in-an-Outsourcing-Partner-Cover.jpg300795Veronica Mascarenohttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngVeronica Mascareno2021-02-17 21:52:002024-02-15 09:53:123 Things to Look For in An Outsourcing Partner
Businesses worldwide are continuously looking to improve their processes while ensuring that the cost involved is sensible enough to put things in motion, BPO Services are crucial in giving you the advantage you need in a competitive world.
When considering the next steps in growing your business, there are vital factors to put onto the table, easily accomplished by the right BPO Company and their services.
Most BPO Services involve the front-end, which focuses on servicing your clients, and back-ends, such as account handling, document processing, and financial reporting, with additional services available depending on your needs.
Looking for the right BPO partner ensures the savings are passed to you
When looking to expand, the cost is always a concern for businesses going through rapid growth; building a relationship with a BPO Company ensures that your operation can achieve the desired size without breaking the bank.
From the average cost for an agent in the US, which includes all costs involved in the infrastructure, support, and other expenses, and the average price for an agent with the BPO Company of your choosing, you can save approximately 40% of your operation cost.
This benefit in savings allows additional growth at a fraction of the price, without the need to invest in infrastructure or tools, which would put you at a disadvantage with the competition.
Furthermore, with the right partner, there can be added benefits in cost savings such as process improvement, tools to assist with the customer experience, multilingual agents, and general knowledge, which accelerates the outsourcing process.
BPO Services help put customer experience at the forefront
Inside the BPO Services available from your partner comes experience from years in the businesses, looking to hire the most experienced on the available pool on their location.
With this, your business has the immediate benefit of hitting the ground running, putting the best customer experience and knowledge available to you and your clients in every interaction.
Combined with a relationship that brings continuous improvement, years of experience in the BPO field, and knowledge fit for your business, a tailored experience can be built for you which fits all of your business needs satisfying you and your clients with every interactionNearshore BPO Companies have a hidden benefit with them, intimate knowledge of the culture, language, and trending topics of the United States, making every interaction feel like they are speaking to someone who can understand them.
With the right BPO company, you make rapid leaps in efficiency
A BPO Company brings additional benefits to your business; with knowledge being the primary focus, industry knowledge and experience can help improve the current business processes.
With the right BPO Services, there is the added benefit of having readily available multilingual agents that can serve a higher spectrum of clients for your business at a reduced price than an agent with the same skills in the United States.
Agents with experience in the field can handle larger volumes of calls, chats, and e-mails, avoiding extensive periods of training or preparation to reach the desired level; this includes tools, processes, and industry knowledge that puts a BPO Company at a considerable advantage.
The added benefit of increased efficiency in your process makes your culture and brand the first choice for your clients.
In turn, this helps build a large baseline of customers that will be satisfied every time they interact with your business through the BPO Company of your choosing, making them return every time for additional products and services.
To learn more about the benefits of having a multilingual partner we have an article that goes into detail on the subject which you can find here.
Reaching the desired markets and more
A business looking to grow must put its sight on new markets; this means up-and-coming markets or previously untapped markets ready for your products and services.
With the right BPO Services, you can rapidly increase your reach in different languages and cultures that the available agents will have a proper understanding of, making your customers feel appreciated and valued.
This also means handling multiple channels of communications and services that your clients will use for interaction, such as live chat or social media, or more traditional means like calls or fax, that in other circumstances would mean a complicated interaction.
Having a single BPO Company handle all of these processes means that you can continue to grow and manage your business while your partner continued to deliver with fast turnarounds.
Ensuring that processes are more efficient and resilient means that you and your clients always get what they need precisely when required.
These items put into perspective what Business Outsource Process is all about and how it can help your business put itself on the path for exponential growth.
Ready to make your business grow exponentially and get all the benefits with the right BPO Partner?
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 services you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.
https://redialbpo.com/wp-content/uploads/2021/02/What-is-BPO-cover.jpg300795Veronica Mascarenohttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngVeronica Mascareno2021-02-10 20:57:002024-09-02 08:57:13Want To Know What Is BPO (Business Process Outsourcing)?
A business grows as it generates interest in its products and services through Lead Generation Services. Your future clients are waiting for that first contact to put them into your baseline of loyal clients ready to do business with you continuously.
What is Lead Generation?
To achieve a successful lead, different approaches that build the required interest are the best ways to approach a client by giving them the option to be contacted, such as through social media ads.
The other lead generation method is cold calling, contacting someone without knowing your products or services to convert them to your brand.
Either method has a variable conversion rate; a study in 2016 reported that approximately 28% of people contacted through cold calling ever interact. Ultimately, it is 1% of cold calls that result in a conversion.
On the other hand, those contacted through different lead generation methods, such as social media, or by providing them the option to be reached through their preferred method can turn into a 20% conversion. In comparison, referrals can lead up to 50%.
Another factor is continuous communication; by crafting effective e-mail campaigns, a study found in 2019 that 66% of buyers participating in the survey pointed out that consistent communication through e-mail was a significant influence on their decision.
The Importance of Lead Generation
With those conversion rates, you may be wondering, why is this important to my business?
The effective use of Lead Generation Services can help your business grow considerably from its current baseline. It allows for an untapped market to be approached and provides them with the option for better service or inform them of something they were unaware of.
When paired with a Lead Generation Call Center, it rapidly increases clients’ numbers by performing rapid contact, effective interactions, and providing direct information, bringing new clients into the fold.
The Use of Correct Data
But contacting is not all; the use of Lead Generation Services allows you to target specific audiences looking for the products and services you provide.
Additionally, this saves time and money by avoiding the creation of contacts that ultimately do not provide a potential lead or create a negative image of your company by making an unwanted contact for something they are not interested in.
Data obtained through other sources to understand your areas of opportunities also prove an excellent opportunity for lead generation; with continuous improvement, new clients can become rapidly aware of unique benefits.
Quality is Foremost
When performing these interactions, quality and excellence must be put at the forefront of every contact.
With a Lead Generation Call Center you are guaranteed to have a continuous method to bring clients by the effective use of all your resources, with up-to-date information, tailored campaigns for your targets, follow-ups for other requests, and more.
Outsourcing your operation to a nearshore partner can provide you with space to grow and increase your effectiveness while reducing the cost of your operation.
Know-how on Competition
Business is all about competing with other providers in the same field; understanding your areas of opportunities and how and what your competition is offering opens a large space for improvement to position yourself at the top effectively.
This is another vital aspect of effectively using Lead Generation Services; by continuously studying, improving, and communicating to your clients the benefits of your products and services, you can positively impact and create a rapid return on investment.
The Use of Social Media Channels
It lives with us, and it has become a part of our everyday life. Social media channels are one of the most efficient ways to turn heads your way. A study in 2019 showed that the most effective method was social media marketing, with a 59% effectiveness in lead generation.
The impact is considerable comparing it to other methods. Additionally, this creates rapid referrals from other satisfied clients on their network of friends, allows for communities to be built around your brand, and opens a space for an immediate response that clients are comfortable with.
The strong effect that influencers, social media contests, and viral content, such as videos on popular platforms, can have on your brand includes a sizeable base of leads and generating interest in your products and services.
An effective way to keep communication running in social media is to combine it with a Lead Generation Call Center; having people around the clock with knowledge, professionalism, and practical communication skills makes this a priority for businesses looking to expand.
Ready to put your business at the forefront by using effective Lead Generation Services?
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.
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.
ECommerce is the bread and butter of every business currently looking to expand its market beyond its physical locations; companies like Amazon and eBay thrive solely on this method.
Companies that follow the traditional method picked up on this and rapidly expanded their income with a consistent return of investment on these newly implemented technologies, which stands at about 300%.
The numbers according to a study in 2017 show that customers have a 48% increase in revenue per hour of the chat; this same study shows that customers who use live chat before making a purchase have a 40% higher conversion rate.
Reasons Why Live Chat is Most Powerful Sales and Lead Generation
Time is of the essence for customers when making their final decision, with a study from 2016 showing that 73% of customers would state that the best thing a company can do to provide excellent customer service is to value their time.
This same study would go to show that 53% of customers would abandon their online purchases if they could not quickly find an answer to the questions and doubts about the products or services they were getting.
Live chat Benefits you need to know
Some of the benefits of a live chat for a business are:
The customer gets in contact through the internet on a smart device or computer, this can be done at home or any location around the world.
Customer achieves rapid direct interaction with an associate in real-time, primarily with minimal wait time.
Fast responses to questions and doubts about a product or service, allowing them to make an educated decision about their final purchase of goods or services.
The customer may close the sale with the associate or perform the final interaction through the e-commerce website saving the deal.
Customers can get additional information about upcoming products and services, discounts, and other benefits, making for a great upsell opportunity.
For customers with limited vision or hearing, there is the possibility of receiving assistance through embedded components through the live chat, removing the need for third parties of services.
Live chat virtually removes the language barrier between the business and the client, allowing for tools to perform live translations and multilingual support, enhancing the quality of service provided to clients.
For the business there are additional benefits that can be easily reaped through the adoption of live chat:
The interaction for a customer through live chat has a better acceptance with customers and higher customer satisfaction. A study from 2020 shows that live chat has an average of 73% satisfaction rate against 44% satisfaction from phone interaction.
The same study shows that the cost for a live chat agent is at least 50% cheaper than a phone agent, the average cost per contact through the phone is 12 USD while live chat stands at approximately 5 USD.
Businesses can catch issues with the website and services which may prevent the customer from performing their purchase of products and services, giving additional insight on what may be driving the business away
Big data is an important word for every business, data obtained through live-chat interactions can be used to understand behaviors, interests, and interactions better and in turn, provide better customer service and services to the customer.
Data also provides key information on how products and services are being received by clients, which has the highest demand, and what population is looking for them inside what region or countries
Increase customer loyalty and create great branding, with customers choosing live chat over other options and studies going back from 2009 up to 2015 show that clients increased their decision for live chat from 38% to 65% on the span of six years.
Conclusion
With these numbers and benefits, it is clear why any business currently selling its products through an e-commerce platform can see an advantage over other companies in the same market.
It also helps to build better relationships with the client and increase loyalty to the business’s brand, ensuring clients return for more services and products instead of looking for other options.
Is your business already interacting with clients through live chat and getting all the benefits? Studies show that from 1000 selected websites, only 9% of them were using live chat as a method of interaction, and these companies were getting a clear advantage over the competition.
If you are not there yet RedialBPO can help you get the most out of this service and make the transition to achieve a larger loyal client base, excellent customer service, and a great return on investment.
https://redialbpo.com/wp-content/uploads/2020/12/Why-should-E-commerce-companies-use-live-chat-cover.jpg300795Veronica Mascarenohttps://redialbpo.com/wp-content/uploads/2023/07/logo-standard-for-websiteUP.pngVeronica Mascareno2020-12-17 23:55:002024-02-15 13:28:22Why Should E-commerce companies Use Live Chat Now!
