Why You Need to Outsource Your Customer Service

Three out of five consumers say good customer service is a requirement for them to feel any sense of loyalty to a brand.? This means it’s imperative that brands devote the necessary energy toward providing quality care.

Consumers have spoken, and according to a recent study , the vast majority of them say that in order for them to maintain their loyalty to a brand, “great” customer service is a requirement. Furthermore, they also require fast resolution to their problems, as 83% of consumers say they “feel more loyal” to brands who quickly resolve their complaints and concerns.

These are the reasons why so many brands have elected to outsource their customer service needs to professional contact centers where highly trained professionals engage in quality interactions with customers, making them feel valued.

Loyalty is Valuable

While there is value in prolonging customer relationships, the gains continue in more ways than one. Roughly 70% of consumers say they will pay more for products or services when they know their experience with a brand will meet their needs in regard to convenience. And nearly 60% of them say they will pay more if they know they’re going to receive “excellent” customer service. Not only will they remain loyal to your brand when you offer this, but they stay with you even if they can get a similar product or service from another company at a lesser cost.

How to Deliver Service

When you have your finger on the pulse of consumer wants and needs, you can better serve them. And today’s consumer wants an omnichannel approach to customer care. There is no single preferred method of communication, as every consumer has varying preferences. While email might be the chosen communication medium for one consumer, another might be more inclined to use the phone.

Top-quality contact centers are focused on meeting these varying needs and have established channels through which all consumers can reach out in a way that is most convenient for them. But a non-negotiable is having educated, friendly and helpful agents capable of delivering the best possible customer service.

At Protel BPO, we take the time to get to know the customers that our clients treasure, and we deliver personalized services that give customers a reason to remain dedicated to the brand. Reach out to us and let’s discuss our strategies and how they will positively impact your business.