Building Strong Business Via Good Customer Service
“Business is a gamble.” When you enter a business, be prepared and do all the marketing strategies to earn high profits, outsmart your competitors, keep customers’ loyalty, and attract more new customers. Achieving all of these is every marketers’ dream. With the continuous development of the Internet and modern technology and through outsourcing customer service, it is no longer a dream but a reality.
There are seasons that customers are pouring, and you need to add more staff to handle tasks necessary for the success of your business. However, there are times called off-peak seasons where your business is moving slowly, and you need to stop some of your business processes. When you outsource non-core tasks, such as outsourcing customer service, you will achieve a cost-effective way of running a business.
Outsourcing customer support is recognized to be one of the effective business methods for your cost-cutting goal and concentrate on core competencies. Through outsourcing, you can hire or reduce employees during peak and off-peak seasons. With the help of outsourcing firms, you can transfer non-core but vital tasks to the outsourcing staff during peak seasons. The outsourcing partner will handle the recruitment processes, provide office space and equipment. You will not need to worry about keeping employees if they are no longer needed in the business operation. However, it is essential to establish your goals and reasons why you decide to outsource customer service for e-commerce.
During peak seasons such as Christmas and New Year, there is an increasingly high demand for your products and services. Customers are swarming to buy your brand, and you need to take advantage of this season. But the flooding of customers is equivalent to the bombardment of queries, complaints, and other concerns that you need to assist with. A simple mishandling of the customers’ needs could inflict a negative impact on your company and might taint your brand reputation. Therefore, it is important to outsource your customer support.
Remember that even though customer service is not a vital part of your business, it is essential for the company’s sustainability. Some business experts consider customer support as vital, as the heart for humans. Customers are the reasons why you are in business. Therefore, show them that you value them by providing excellent support through outsourcing customer service. No matter how good your brands are, it becomes futile without the customers’ patronage.
A study says that customer retention is easier than customer acquisition. Thus, outsource your customer support to achieve these two essential aspects. Customers will never leave the company that makes them feel important.
However, you must be cautious in choosing staff for your outsourced customer service. Remember, it is the face of the brand and company as a whole. Customer service representatives should possess good qualities such as strong communication skills, empathy, and patience. Agents must be able to handle pressure from customers with different moods and temperaments. They must also have knacks to resolve even the most difficult problem.
Where can you find people who possess all these characteristics of excellent customer service agents? Many international companies testify that outsourcing customer service in the Philippines is the best decision to achieve great customer service cost-effectively. Based on a study, 64% of companies across the globe show interest to increase their outsourcing in the Philippines. Meanwhile, Tholons Report 2020 revealed that Manila ranked 4th among the Top 100 Super Cities and landed 6th in the Top 50 Digital Nations. Also, 700 BPO companies in the country continue to outsource.
Therefore, to achieve a strong and successful business, the best outsourcing partner and good customer service are the answers.
