Latent benefits of customer service and its essence
Customer service is the only aspect of your business that can help you distinguish your offerings from that of your counterparts. In an era where there is hardly any difference between the products offered by companies, supporting customers is the only thing that can assure them of your capabilities. No doubt, service is the only thing that alone influences almost every aspect of consumer behaviour starting from loyalty and satisfaction to retention.
Retaining a customer is next to impossible in the absence of effective customer care. Irrespective of the industry strata or business domain to which your business belongs, you cannot go a long way if you do not care for your customers. Likewise, many organizations have understood that the ever increasing competition along with technical innovations and consistent improvement in the quality of products and services is enough to entice a customer.
In most situations, customers find themselves in the middle of the maze where almost every route leads to a dead end. Although the acquisition of new customers means a lot to a business owner, retaining existing customers is equally important. At the end of the day, your existing customers are the only ones who help in the acquisition of new customers through positive word of mouth.
How business world prepared the ground for outsourcing
There was a time when conventional business wisdom dictated the terms for organizations. At that point of time, enterprises hardly thought of contracting out a complete function to another organization. However, the thought process underwent a change with the passage of time and an immense increase in competition.
Slowly, companies began outsourcing almost everything ranging from customer service and technical support to logistics and even sales. Despite this, majority of organizations outsource customer services. With most companies looking for a larger share in the global market, joining hands with a company in the outsourcing domain is definitely the need of the hour. It would not be wrong to state that customer care is catching up with industries across the globe.
With the advancement of technology and the Internet becoming an answer to almost every problem an individual faces in his daily life, physical closeness to employees is not something employer looks for. In addition, you can do any kind of work anywhere. All you need is a laptop or desktop and an uninterrupted Internet connection. The biggest advantage of outsourced services is your ability to get your work done at an economical price. This is one of the primary reasons behind the popularity of offshore services. As a service provider, you can easily recognize the areas where your business lacks. In this situation, it is always advisable to let your outsourcing affiliate take over such a business function.
Customer Service: Not like every other business activity
More than usual concentration on core businesses and the need for business expansion has compelled business owners to look beyond the conventional domains of in-house customer support. As an organization whose primary focus is customers, you need uninterrupted customer support at every touch point for:
• Drawing the attention of more customers.
• Augmentation of customer experience.
• Standardization of services offered via different touch points.
• Laying down the foundation stone of long-term relationships with customers.
• Business expansion.
• Development of brand image.
• Concentrating on revenue generating processes.
During the last few years, businesses have been witnessing a lot of pressure from all sides. Therefore, the need of the hour is to convert the usual order-taking services into profit-making activities. This implies that a run-of-the-mill contact center is no longer accepted. Everybody looks for specialization and so should you. Whether it is technical support or any other function associated with a customer, businesses look for advanced capabilities. In this situation, organizations not only seek improvement in service efficiency, but value-generating services as well.
If utilized in the proper manner, a usual service call that is made to a customer or an everyday customer enquiry can easily be utilized to generate a sales cycle. Consequently, organizations are trying their level best to make the most out of the various channels associated with customers.
Outsourcing is the only business trend that has witnessed continuous growth ever since the time it started gaining ground. Today, almost every company has an outsourcing affiliate that is there to take care of its customers. Although most organizations intend to leverage on the cost efficiency of these services, there are many other advantages that prompt them to move forward in this direction.
At present, the expectations of customers have gone beyond the usual anticipations and calculations. This is because they know that they can get any service they want at a price they desire. As a human being, we intend to derive pleasure from the various activities of our daily lives. In the same way, interaction with a customer service representative is also not an exception to our general thought perspective!