It's All About Customer Experience - Issue #6

Hi there!

It's another issue of The BPO Bulletin.

Have you noticed that everyone in the Customer Service space talks about Customer Experience (CX)?

Jeff Bezos once said, “If we can keep our competitors focused on us while we stay focused on the customer, ultimately, we'll turn out all right."

That means making sure the customer is supported every step of the way. It's easier said than done when you lack the resources to do provide an excellent CX, but we got you.

Today, in 10 minutes or less, we'll cover:

? How outsourcing can help your CX

? Don't avoid AI. How you can implement it to improve your CX

? What you should look for when working with a BPO for maximum CX

Wanna Boost Your CX?

Customer experience refers to the overall perception, emotions, and interactions a customer has with a brand throughout their entire journey, from initial contact to post-purchase interactions.

It's every touchpoint and interaction the customer has with the company, including marketing, sales, customer support, and product/service usage.

According to Zippia, of companies that focus on CX, there’s an 80 percent increase in revenue.

Furthermore, 73 percent of customers now say CX takes priority in deciding whether to purchase from a company.

The best companies know CX matters. Apple is renowned for delivering exceptional customer experiences. From their sleek and user-friendly products to their customer support, Apple has built a reputation for prioritizing customer satisfaction.

So how can you do it?

By making sure you're always covered in your Customer Service, Sales, and Marketing with an outsourced Call Center. Here's why they can help:

Specialized Expertise: Outsourced call centers bring in highly skilled agents who specialize in delivering exceptional customer service. Their extensive training and experience enable them to handle customer interactions with professionalism, empathy, and efficiency.

Scalability and Flexibility: Outsourced call centers offer scalability to handle fluctuating call volumes and seasonal demands. They can quickly ramp up or down resources based on your business needs, ensuring that your customers receive prompt and efficient support at all times

Multichannel Accessibility: Outsourced call centers provide multichannel support, catering to customers' preferences for communication. Whether voice calls, live chat, email, or social media, customers can reach out through their preferred channel, enhancing convenience and accessibility.

Advanced Technology: By outsourcing your call center operations, you gain access to advanced technology and infrastructure without the need for significant upfront investments. This includes tools for call routing, CRM integration, data analytics, and reporting, enabling efficient call handling and personalized customer interactions.

24/7 Support: The best CX happens when someone gets immediate help at any time. Outsourced call centers offer round-the-clock support, making sure that your customers can reach out for help at any time. This 24/7 availability provides peace of mind to your customers, knowing that support is just a phone call or message away.

Personalization and Customer Segmentation: Outsourced call centers excel in providing personalized customer interactions. Through advanced CRM systems and agent training, they can understand individual customer needs, preferences, and purchase history, allowing for tailored and proactive support.

Data Analytics and Insights: By outsourcing your call center, you gain access to valuable data analytics and insights. Call centers analyze customer behavior, call trends, and service gaps, providing you with actionable information to make data-driven decisions, improve processes, and optimize the customer experience.

Get on AI, ASAP

If you've been under a rock, everyone's talking about AI, and for good reason.

AI's ability to compute is doubling at a rapid pace. What was expected to be incremental growth yearly is happening in 3.4 months.

It's that pile of clothes you've been avoiding folding up. It's getting bigger and will start to impact your daily life and business.

So you have to figure out how to integrate it into your Customer Experience or get left behind.

Here's where to start:

• Identify specific areas in your customer service operations where AI can make an immediate impact.
• Get a Chatbot. Deploying an AI-powered chatbot on your website or messaging platforms can provide instant customer support. You can train and build your own, or you can use tools like Netomi, ManyChat, Zendesk, or Drift.
• Launch a Knowledge Base. AI can empower customers to find solutions independently through self-service options. A knowledge base or self-help portal that utilizes AI algorithms to suggest relevant articles or resources based on customer inquiries. GetGuru is a great example. The more you use it, the better it gets.
• Remember that AI is a tool to augment human capabilities, not replace them entirely. Foster a collaborative environment where human agents work alongside AI systems to deliver exceptional customer service. Train your BPO or in-house team to use AI tools for consistency and a better customer experience.

Keep asking questions on how you can outsource and automate using AI.

We're A Team!

Hiring an outsourced call center is more than passing the task to an external team. It means building a partnership where everyone benefits, especially the customer.

Read our latest blog on the steps you should take to get the best out of your BPO collaboration.

Link me up

How ChatGPT is helping with Customer Service

Apple's Vision Pro will transform Customer Experience

Healthcare might be the next BPO boom

Until next week! We hope this was helpful. Feel free to contact CallServ for all your customer support and outsourcing needs!