Customer satisfaction is the primary goal of call center outsourcing services. It is hard to achieve and then sustain a good level of customer satisfaction. But it can be simplified, if you have a catalogue of different call center services like chat support, social media support and email support services.
When the customer sees that you are available across all modes, his trust in your brand goes. It is small gestures like these that impress customers. For example, if you have a presence on social media and customers can reach you via that, their trust in you grows. Because they see that you can be contacted instantly.
The Value of Text-Based Call Center Services
Email, voice and social media support have slowly grown into prominence in the past few years. They provide customers a relaxed yet quicker way to access support. Especially chat support can be instantaneous and reached through a simple click on the Live Chat icon.
The accessibility criteria are often overlooked, but still remains vitally important. Some other advantages of text-based support are:
Ability to share files: When you outsource chat support services, you get an option to receive customer documents via the Live Chat interface. It allows customers to send proof of purchase, images of faulty products and other important visual and audio information.
A clear record of conversation: Chat support leaves a trail of conversation in text. This information can be useful in understanding the customer experience. Quality Analysts can look at this information to figure out new ways to improve interaction and resolution.
Ample room for expression: An email provides you more room to express your thoughts about any particular experience with product or service. You can be concise or elaborate, depending on how you feel. This is often not the case with other real-time mediums like voice support.
Multi-ended conversations: Customers can educate themselves without direct interaction with customer care reps, if you have a social media platform. It becomes a forum for everyone to speak and vouch their experience. Multi-ended conversations can also give way to organic word-of-mouth publicity, but only if you can handle social media well.
At Vcareglobal, you get call center outsourcing services through multiple mediums. We concentrate on improving customer experience, so that they remain perfectly satisfied with your product or service. We also provide back office support services to businesses.