Often, marketers browse various whitepapers and attend different webinars to learn which trends or approaches can help them bring changes to their annual scorecard/bottom line.
Exchanging notes with industry experts and leading entrepreneurs, marketers have started to share their non-core tasks with offshore partners.
As opting for contact centers is a dubious and strategic move, many leaders used to stay away from offshoring due to conventional fears.
In the present day, however, many have given up their fears and started using outsourcing to make reliable profits. In a previous blog, we have shown how today’s asset managers overcame their limitations and chose outsourcing as a strategic tool to cut costs and bring change to service levels.
Now the question is – How can an outsourcing partner help businesses make profitable shifts in their bottom line? What futuristic approaches are making contact centers allow companies to expand their customer base?
Fusion CX will share three big contact center futuristic trends that will help B2B and B2C clients, regardless of their business size, produce a robust customer chain and grow a rock-solid scorecard.
Customer Expectation Going to Rise, and That’s a Positive Trait
In a business, we must grow our foresight and speculate what might happen next. With excellent customer service from notable vendors, consumers now want to receive similar treatment from every business or service in the nooks and corners of the world. It does not matter whether you are a utility service or a technical support.
Customers who knock on your business are predetermined about receiving a higher-level service. You cannot accomplish this service goal with the in-house agents as they need to gain the desired skills to provide top-notch customer support.
On the other hand, a contact center can offer your customers a supreme level of customer service.
Some of the latest features, such as customers giving callbacks or having Live Video Chat/WebChat with respective agents, are unique. It serves your business with real-time benefits. Often, it is hard to equip your in-house agents with state-of-the-art business tools, as they are expensive.
A contact center is always ready to initiate any marketing campaign. So, leveraging your services to contact centers will help you understand business goals and save money.
An excellent futuristic point that makes a contact center unique from in-house teams is that – contact center people know what drives a better customer experience.
Communications Using More Than One Channel
With contact centers, a business can eventually increase its customer base not locally or nationally but globally. How is it possible? It is simply because call centers offer exposure to your business through several channels.
According to a recent study, 77 percent of customers prefer to use multi-channel to seek a service. Hence, the critical ingredient is keeping your customers happy and offering them real support.
As said earlier, consumers today prefer to use more than one channel. They use new channels such as phone, email, web-based chat, SMS, social media, click-to-call, screen sharing, etc. This shows that arrays of online digital channels are popular among customers.
It is tricky enough to understand how different types of customers use other channels to seek services. Hence, your business needs to consider customer journey mapping. But would you happen to have the time to initiate the mapping? If you need more time, contact centers are ready to help you.
How do contact centers help to expand your customer base? How do contact centers steer the communication channels to generate positive customer perspectives?
- They move with a definite goal based on your company’s services and undertakings
- Helps your business decide on the key points that make or break a relationship with your customer
- They involve everyone, a prospective customer or an angry customer, even the one-time or seasonal buyers
Live Agents Offer Fresh Lease of Life in Customer Service
When it comes to customer service, live conversation via Live Chat or Video Chat has a significant role to play. With the rise in self-service options, the quantity of transactions over the live conversation channels is less, but there are instances when the self-services fall short. This makes the live agents more focused.
In popular surveys, we find that depending on the nature of the inquiry, customers prefer to use the channels. For simple inquiries such as, “What’s My Balance?”, “What’s The Status of My Shipment?” online self-serve help and email are the winners.
However, when the inquiry is complex, such as a technical failure or a failure in the order supply, “live agents” are the dominant choice.
Contact centers utilize the Live Chat channels in the most refined manner. They make it viable by –
- Utilizing the best resources and identifying the critical opportunities for chat to analyze website data and customer feedback
- Personalizes the interaction that your in-house agents often fail to initiate
- They escalate the service to voice when it matters for your business.
As soon as you leverage the customer support to an outsourcing partner, you can open up to viable options for expanding your customer base. Your business will be exposed to a larger demographic, and you will observe a steady escalation in your ROI.
What Customer’s Feel About Your Business, From the Desk of Fusion CX –
At Fusion CX, we have worked with several B2B and B2C companies who outsource their customer support not to expand but to make their customer “keep coming back.” In these nine years, we have learned that customers like someone to care for them when they need assistance.
With contact centers such as Fusion CX, it is possible to reach your customer almost 24/7/6365 days in real-time with genuine assistance.
At Fusion CX, we have realized that optimistic and happy customers are the keys to unlocking reliable profits for companies, irrespective of B2B or B2C.
