5 Live Chat Service Lessons Every Business Should Learn

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Live Chat Leads to 48 Increase in Revenue per Chat Hour Heres How

We all live in a digital world. We expect results within minutes. That’s why instant Maggi and coffee are so popular. Similarly, when it comes to online platforms, customers expect instant responses to their queries. Did you know that research shows that the average response time for customer service requests on social media is just 10 hours? With such high competition, it can get tough to grab attention and have business traffic. One way to ensure you have loyal customers and build a positive brand image is by providing the best customer services.

Having your customer’s requests and concerns addressed timely can go a long way in growing your business. One of the best ways of doing this is by implementing live chat services for your business. When you respond to your customers within minutes, they know that you value them. If that isn’t enough to convince you, research from Forrester.com said that live chat is more than 50% cheaper than handling phone calls. But not everyone gets it right when it comes to running live chat services. There are a few No No’s that we need to avoid. Hence, here are five live chat support lessons one should keep in mind!

Gratitude all the way!

One of the most basic mannerisms we learn as a child is to say, “Thank you” and “Sorry.” That’s because those two words have so much weight in them that they can turn tables around in many situations. Similarly, when addressing a customer, being humble and sometimes going the extra mile to ask if they are having a good day can change the entire mood of the conversation. A friendly tone to keep the conversation light also helps in lightening the mood. Furthermore, in a live chat service, apologize first no matter who’s at fault. This generally calms the customer down to get the details right to make sure you take the right actions next.

Being timely earns respect

Solving a customer’s issue quickly is a knack that is essential to determine the success or failure of the customer service experience. But even if one doesn’t manage to do that, make sure you follow up with them later. It’s a good practice to let your customers know what they can expect to hear back from you. Also, try your best to get back to your customer within the promised time frame. This adds a sense of assurance that you genuinely care about your customers. When you respect your customers’ time, they’ll be happy and look forward to repeating their business with you.

The right attitude and skills is a must!

When you are hiring someone to work for you, it’s vital that you have someone not just with the right skills but also the right attitude. Ensure they know your vision is ready to help you achieve it. When you have positive, friendly employees in your team, they tend to go the extra mile and cooperate with you during hectic schedules. This will help you position yourself better to offer a live chat service that will stand out in your industry.

Live chat services is a reflection of how you treat your customers

You cannot expect your staff to provide excellent live chat support when you treat them poorly. That’s one of the reasons when there are so many burnouts during recent times. As a business owner, you need to ensure you have a healthy work environment for your workers. Let them strive and give them space to grow. Simply put, if your employees have a great time at work, so will your customers. This kind of environment is not expensive or time consuming. A simple smile to start your day, encouragement and appreciation when a team member performs well and supporting other employees when they have shortcomings can really help build employee confidence. This in turn, will help you get that ‘wow factor’ that will make you stand out in your industry.

What you cannot measure is something you cannot control

When you are trying to provide the best live chat services, proper measurement of your efforts is essential. Tracking your service pages and URLs is crucial as you need to understand how your business is performing. You wouldn’t want to deploy a landing page without monitoring its impact on sales. The right CRM software can supply essential data points, track your website traffic as well as your employee’s performance. This will also ensure no efforts go wasted and the areas that need improvement. Furthermore, this also avoids the human error of forgetting and misplacing data. It’ll help your employees provide timely email responses and manage sampling outcalls.

Customer services in any business cannot be overlooked no matter how great your product or service is. Subsequently, live chat services have a significant impact on both sales and customer satisfaction. Research by the American Marketing Association found that B2B companies who used live chat service see a 20% increase in conversions! Also, eDigital research paper found that live chat support has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone. Hence by implementing these lessons, you can make a great impression on your customers and your business.

If you are looking for live chat services for your business, Wow customer support is one of the leading live chat outsourcing organizations providing the best 24/7 live chat support at affordable rates. They provide live chat support services to many Fortune 500 companies and top organizations. To know more about their services, click here.

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Earn 2 Times Your Profit with Chat Support Outsourcing

6 Core Benefits of Multiple Customer Support Platforms for eCommerce Business

Why Are Multiple Customer Support Services Essential for eCommerce Business?

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Why Are Multiple Customer Support Services Essential for eCommerce Business

Customers used to rely on the convenience and security of having a physical shop they could visit if they couldn’t reach someone over the phone. Make every effort to alleviate such anxieties by ensuring that your customer support services are always available whenever something comes up. Failure to do so increases the likelihood of losing a convert on your site.

Providing exceptional customer support solutions benefits sales, brand loyalty, and customer retention, resulting in fewer difficulties or complaints and higher satisfaction. It can help your brand’s image, leading to greater sales. In fact, According to Microsoft data, customer support services are vital for brand loyalty for 95% of customers.

Customer Services Role In Any Business

The customer service role is critical in developing connections and trust with customers. Providing excellent customer support services may be a game-changer for your company. Businesses that provide excellent customer service recover their client acquisition expenses, create loyal followers that recommend your services, serve as case studies, and give feedback and reviews.

Now, let’s discover the three main roles of customer support services in an eCommerce business:

Makes Your Business Trustworthy

Your business may win your clients’ confidence by remaining constant and ensuring that customers and clients are always aware of how your firm is performing—in addition, over 61 percent of business owners embrace customer support outsourcing services.

Better Understanding of Your Clients

When a client purchases, they usually recommend that they connect with companies to make their shopping experience convenient and filled with empathy and understanding. Customers want to see businesses demonstrate that they are interested in and appreciate them in addition to surviving a crisis. Therefore, customer support plays a vital role in connecting to customers and providing them with better understanding and accurate solutions.

Provide Adequate Solutions

Most firms are in the process of digitizing their operations to serve their consumers better. Customers want agencies to meet their requirements and expectations at every touchpoint. They base their purchase decisions on customized experiences. 

Customer support services are used to understand the customer’s expectations better. They seek to enhance and streamline customer communications to increase customer satisfaction. They are more likely to promote brand loyalty and profitability in any businesses that adopt them.

What is Multi-channel Customer Support?

Multi-channel support businesses like Wow Customer Support provides several channels of communication for your customers to reach you. The most common are email, live chat, phone, social media, knowledge base, and similar channels. While some consumers like the quick response provided by live chat software, others prefer to locate the answers through a knowledge base. Essentially, the concept is that every customer interacts with companies differently, and you want to be able to respond to all of them with the same degree of professionalism and speed.

The concept behind multi-channel assistance is that providing extra communication channels would boost customer happiness and retention. Clients are more inclined to purchase your goods if they can readily reach you with any inquiries or issues. Being able to give support promptly reassures your buyers that you are eager to assist them and will only help to boost your sales and business.

Key Advantages of Using Multiple Customer Support Platforms

eCommerce Business

Multi-channel customer support services give your customer many ways to communicate with you. Essentially, the concept is that every customer interacts with companies differently, and you want to be able to respond to all of them with the same degree of professionalism and speed.

Manage Your Customers’ Demands with Ease

Multiple Customer support solutions lets you respond to your customers’ questions by phone, chat, or other contact methods. A multi-channel customer support services can generate many information streams that your company can use to understand your customers’ demands better. 

It also allows you to comprehend, quantify, and evaluate client dialogue. Furthermore, with customer support outsourcing, you can leverage their CRM system to assist you in optimizing how your firm handles all client requests to boost productivity.

Target Specific Audiences

Customers’ transaction statistics and retail experiences will be known when there are several customer service channels. As a result, you may concentrate on the services that customers demand the most. If a consumer inquires about hair care services, you might provide a voucher or a discount to entice them. 

Outsourced customer support services allow integrated customer service, sales, merchandising, inventory, and enterprise resource planning to operate better, enhancing business’s revenues and efficiency.

Redirect All Requests to The Correct Employee

With multi-channel customer support services, you can always route client inquiries to the appropriate employees. Whether it is technical or product-related help, your customer care specialists will make every effort to connect them as soon as feasible. Because you are not waiting for a single communication channel, replies are faster, and requests are answered more quickly.

Customer Satisfaction

Client retention is less difficult than customer acquisition. The more effortlessly you can meet your customers’ demands, the more trust and loyalty you will gain. As a result, if you get customer support outsourcing services, your company becomes more accessible and may capitalize on client connections.

A positive customer experience leads to increased spending. In fact, 86% of purchasers are prepared to spend more for a positive client experience. According to a PWC study, the more costly the item, the more eager people are to spend.

Customers, for example, are prepared to pay a price premium of up to 13% for indulgence services merely because of a positive customer experience.

Track Your Customers

By incorporating multi-channel customer support services into your organization, you may simplify all client interactions. This allows you to go through their information and record every encounter, so you don’t miss anything. 

Having different channels also allows you to produce various types of reports. You may also keep track of your sales team’s performance and what works best for you. You may organize and manage your customers’ concerns, questions, and feedback.

Marketing Opportunities

Proactive customer support services open up a plethora of marketing possibilities. When you have a large network of supporters, you can always recommend a better solution or make a few proposals. For example, if a consumer calls to inquire about a service, you can respond to their inquiry and inform them about a new product you’ve recently released. As a result, you may utilize customer service as a marketing strategy to introduce and promote new products and services.

Boost Sales and Conversions

If something goes wrong, customer support personnel can address price, other goods, services, or support capability inquiries. Making it simple to contact a firm implies that it can be trusted to communicate with customers, moving prospective leads farther down the purchasing process until the client is ready to make a purchase.

Wrap Up

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When you use customer support outsourcing services, you can better serve your clients, provide rapid and high-quality assistance, and access their full contact history. If you seek such services, Wow Customer Support is one of the major customer service outsourcing businesses delivering top-notch customer support services with an emphasis on serving the best of what services can give. So what are you waiting for? Give it a shot now, and check out our services today!

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7 Common Inventory Management Mistakes and How to Avoid Them

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7 Common Inventory Management Mistakes and How to Avoid Them

Inventories are one of the essential components in retail and wholesale businesses. Poor inventory management generally leads to stock-outs, shipment delays, customer dissatisfaction and eventually financial loss. The U.S. Census Bureau says that manufacturers, retailers and merchant wholesalers carried more than $1.9 trillion in inventory in June 2018 and experts say that 90 percent of the inventory remains stationary and only about 10 percent of a company’s inventory is actually in transit. This is why inventory management is crucial for any business.

Apart from implementing best practices, a few measures can be taken to avoid huge inventory losses. These tips will prove effective in the long run and be useful if implemented in the right way. Therefore, here are seven common mistakes made by retailers and wholesalers regarding order management and how they can be avoided.

  • Conducting inventory counts once a year

Performing inventory counts once a year isn’t a good practice. Also, having yearly inventory counts can consume a lot of time to check on your stock items. One of the most effective ways to keep a track on your resources is by performing periodic checks on inventories.

This means instead of doing a physical count regularly; you can try ‘cycle counting management’ which requires you to count a small portion of your inventory. You can compare it as you go to what is listed previously within your system database. This can be performed every month until everything is eventually covered and recorded correctly.

Keeping a regular check on the number of recorded items in your database and the available items helps you determine what’s selling and what’s not!

  • Holding unnecessary inventories

Sometimes holding too much inventory can definitely act as a disadvantage to your business. Small businesses have fluctuations, and when consumer demand recedes, the value of the products reduces consequently. You would also require more staff to manage your inventories, which will burn holes in your pockets.

To maintain the right amount of inventory required for your business, all you need to do is forecast your inventory needs. Find out how many stocks are necessary for your store or warehouse by regular analysis and reviewing the inventory reports subsequently.

  • Using manual techniques

Inventory tracking can be very time consuming, labor-intensive and costly when done manually. Paper records or excel spreadsheets are very vulnerable to errors and losses. If you keep a large inventory in multiple warehouses and stores, all you need to do is invest in eCommerce Inventory Management software. It will help you track your inventory levels, figure out inventory values. This automated system also generates accurate, in-depth reports to forecast inventory needs and manage your supplier data through one system.

  • Keeping your storage space unorganized

Storing supplies carelessly will not only prevent your business from achieving higher efficiency but also slows down the process of picking and packing, which can alternatively lead to shipment delays. Therefore, it is vital to tidy up your inventories and warehouses.

To make your item sellable, you need to sell them from an accessible position. One way is to put labels or stickers on each compartment to make it easier for pickers to find the items instantly. Furthermore, you can integrate your inventory management software with the aid of barcode scanners to speed up the picking process.

  • Not training your staff properly

Even if you have made your inventory management service automated, it will all go in vain if you do not have the right inventory management services required for your business. It is of utmost importance that you train your employee correctly to manage your inventories efficiently.

Conduct regular training and upgrade your inventory management techniques with the latest technologies. Keep your staff updated on the status of your inventory. Ensure the person in charge of the inventory ensures smooth running by implementing the right inventory management solution for your business needs.

  • No game plan for the future

Being held up with day-to-day operations can sometimes make you lose track of your business growth. This can often make your business become a failure or bring your business growth to a standstill. Therefore, have a set vision of your business and have a team working towards your goal. Set achievable targets, and reward your employees.

When it comes to order management services, you upgrade your infrastructure and the automation system that you use regularly. This will not only help you grow your business but also earn profits at a higher rate.

  • Not using the right vendors

This may appear to be a no brainer, but it is a commonly facing issue by many. A good vendor is basically a fine balance between someone who is consistent and doesn’t also charge a bomb.

Before looking for a vendor, ensure you review their services thoroughly and look for customer feedback.

If you are selling a niche product, always consider a complete vertical integration to control over manufacturing, demand and therefore your inventory levels.

Final Thoughts

If you are looking for expert order management services for your business or order management outsourcing companies, Wow customer support is one of the leading organizations providing one of the best inventory management solutions at affordable rates. They provide eCommerce inventory management services to many Fortune 500 companies and top organizations. To know more about their services, click here.

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10 Valid Reasons to Outsource Inbound Call Center Services

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10 Valid Reasons to Outsource Inbound Call Center Services

Call center outsourcing has gained popularity in recent times as more companies leverage BPOs. This is because handling various customer communication channels such as calls, emails, webchats, and text messages–in-house is an expensive proposition. It requires investment in facilities, equipment, technology, time and energy for staff training and ongoing operations. Therefore, many Fortune 500 enterprises and government agencies outsource inbound call center services to ensure they stay focused on core competencies.

Generally, inbound call center services are availed by organizations to manage incoming calls from customers/clients. Trained inbound call center agents handle these calls, who are experts in providing such information and resolving queries. Also, an inbound call center offers workspaces for call center executives to handle calls. Usually, an agent is given a computer and a headset connected to a telecom switch to attend customer calls.

Why outsource inbound call center services?

Customer support services have become one of the most critical components of any business strategy for organizations worldwide. Hence, inbound call center outsourcing has multiple benefits apart from cost reductions. Also, India provides one of the best inbound call center services across the world. Not convinced? Then here are a few reasons why you should consider outsourcing inbound call center services.

  • 24×7 service for your customers

If you run a business that caters to customers across the globe, a good idea is to outsource your inbound call center services. For companies in Europe and North America, outsourcing customer support services to India is very favorable. With almost a 10-12 hour difference in their time zones, they will be able to provide services round the clock, making your business operate 24×7.

  • Offers flexibility and scalability

Due to seasonal surges, most businesses tend to have an unpredictable workload. Sometimes, you end up with idle agents due to low business volumes or end with inadequate staff due to excessive workload. Therefore, to avoid such issues, you can always to outsource inbound call center services. Moreover, inbound call center companies are already equipped to handle such situations. They can customize their services to give you the flexibility to utilize their services according to your needs.

Furthermore, in India, you can find a highly trained workforce with diverse skill sets at an affordable price that will help you deliver optimum results.

  • Stability and attractive IT policies

When you provide great customer services to your clients, you create a mindset that your company really cares about its customer’s experience. This creates loyal customers who might refer you to their colleagues, leading to a stable growth in your business.

India is an ideal country to outsource inbound call center services as a pro-IT government supports it. Their GDP growth policies, economy, power, taxation, industrial parks, telecom and special zones have been extremely favorable for the IT sector. Also, IT is considered as one of the top five priority industries, and thus the policies framed by the Indian government aim to harvest the most out of IT outsourcing.

  • Expert support staff and management

Inbound call center companies are generally expert service providers with well-trained managers and support staffs. They have years of experience with call center operations. On the other hand, in-house call centers struggle as they will be used to providing customer care for one type of product or service. Therefore, when you outsource inbound call center services, you get access to institutional knowledge and skills necessary for top-tier customer service.

India is known for its well trained and educated workforce. In a year, nearly two million graduates are English speaking students, and out of which approximately 75,000 students are IT graduates. Hence, this is a huge advantage for call center operations, which require fluency in English. Due to a large workforce, inbound call center service companies in India can provide scalable services to your business.

  • Focus on core operations

Generally, inbound call centers are the primary touchpoints for your customers. Therefore, how you interact with them plays a crucial role in your business growth. Therefore, apart from expert services, you free up your time and workforce to focus on core operations while the rest is taken care of by the inbound call center companies.

  • No capital investments

Having an in-house inbound customer service operation would require you to spend heavily on real estate, infrastructure and software. These investments can be quite heavy on your pockets, especially if you are starting out. On the contrary, outsourcing inbound call center services to a reliable operator will provide you instant access to all these resources without breaking the bank. Especially in India, inbound call center companies offer cost-effective and customized plans for your business so that you pay for only the services you utilize.

  • Access to the latest technology and tools

Inbound call center companies generally invest in the best technologies for multichannel customer support services. They utilize software tools that offer features like cloud-based platforms, VoIP, email, webchat, SMS text, social media monitoring, etc. Therefore, you gain access to advanced tech at affordable rates.

India is currently in the middle of a digital wave, and therefore the government hopes to connect the entire country with a robust IT infrastructure. Thus, making it an excellent choice to outsource inbound call center services.

  • Eliminates staffing issues and increases business continuity

Inbound call center companies typically handle all of the hiring, training, scheduling, and managing of a team of call center executives. Thus, saving your company time, money and stress. Moreover, inbound customer service providers guarantee 100% uptime. In addition, they have staff dedicated to making sure call quality is excellent round the clock. Therefore, you can be more confident with your business as you can meet your customer’s needs.

  • Detailed reports on data analytics

Inbound customer service providers understand the importance of collecting and analyzing call information to gain insights to improve their processes. Also, outsourcers have experience with multiple clients and generate data through marketing and advertising campaigns. Outsourced inbound customer services have monitoring tools, performance assessments and improvement plans to ensure SLAs are met. Generally, inbound call centers may not have the resources or expertise available for the same.

  • Utilize currency exchange rate difference

Having call center operations in house costs a bomb. Subsequently, inbound call center outsourcing gives access to quality talent at a considerably cheaper rate, all thanks to the currency exchange rate difference. Many companies from India can help you cut down the costs of your inbound customer services considerably. For example, a company in the US can lower the cost of its inbound customer services by up to 2-3 times without any compromise in its quality.

Wrapping up on Inbound Call Center Services

If you are considering outsourcing your inbound call center services, Wow customer support is one of the leading organizations providing one of the best inbound call center service at affordable rates. They provide services to many Fortune 500 companies and top organizations. To know more about their services, click here.

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Tech Support: Why is it Crucial for Your eCommerce Business?

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Tech Support- Why is it Crucial for Your eCommerce Business

Running a business in this tech-savvy world can be quite challenging. New technologies are continually emerging, and companies need to stay up to date to serve their customers better. Especially in the eCommerce industry, multiple challenges such as insufficient staff, client dependence, and customer satisfaction can get formidable. Additionally, there’s data safety and security, which is something businesses should take seriously. Besides, eCommerce operations require software, computers, internet technologies, and networks requiring regular maintenance and updating. But do you think tech support services are only for big companies? Then think again!

In simple terms, outsourcing technical support services ensure your company stays productive and maximizes their benefits such as cost-saving, improved product quality, customer satisfaction, etc. Therefore, tech support services help companies run efficiently and generate customer loyalty and quality branding.

According to a study by The CMO Council, providing better technical advice and assistance to customers is the best way companies can improve the product ownership experience. Thus, apart from saving money and streamlining your business goals, tech support services are also critical for small businesses. Here are a few crucial benefits of eCommerce technical support services.

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Implementing the right solution-

When it comes to small businesses, staying up to date with the latest hardware or data processing software, computer security, or network management options can be quite a tedious task. That’s where the IT Technical Support specialists come in! They can help you find the right solutions to bring even newer, more cutting-edge technologies to maximize your company potential.

One of the major concerns for small scale organizations is balancing their needs according to their budget. An IT specialist can suggest the right hardware and software options available under your account that is suitable for your needs. They can also help put the right pieces in place, ensuring efficiency and protection of all operations.

Cut down expenses

Technical support outsourcing can lower your expenses and help gain many benefits in your business. One of which is maximizing efficiency and profit. You will have people to have your back during operations in the time of need.

Also, while outsourcing tech support services you don’t need to interview people and waste time finding the right candidate or paying them a salary. Just a subscription fee for their services is the only cost you have to bear. You wouldn’t need different experts or managers for various roles for tech-related tasks. Thereby, you can invest more in growing your business.

System Maintenance

Even if you have installed an infrastructure, it’s important that you maintain it well and keep it updated. Technical support services can manage your existing infrastructure and ensure all your hardware and software stay updated and also implement upgrades if needed. You can also outsource technical support services and avoid spending time researching new technologies to implement into your business and start working immediately with ones chosen for you by your IT technical support team.

You’ll be up-to-date with the current trends by relying on the tech that is taking the most successful companies to the next level. Lastly, you will have access to many tech features and receive IT solutions to take action quickly during escalations.

Monitoring Usage

Even though human errors cannot be avoided entirely, your business can go a long way if your computer and network operations are regularly monitored. That’s where IT technical support plays a significant role. They can monitor your employee’s technical resources usage or be vigilant where possible data breaches are concerned. These tech specialists ensure the protection of your infrastructure.

With tech support services, you can ensure your staff is educated on utilizing computer and network systems and managing passwords appropriately. They also keep you posted on the top trending hacks and keep your team well informed.

Security and safety with tech support

Considering how much the eCommerce industry relies on computer systems and networks to conduct day-to-day operations, it’s very likely that your company will suffer an attack or data breach by hackers. But without technical support services or a dedicated network administrator on staff, it’s more likely that you’ll incur more damage.

The protection and management of confidential employee, customer, and company data is vital for any business. Therefore, necessary measures should be taken to ensure it is well protected. Taking the right precautions and security measures to avoid breaches is essential for maintaining your business reputation. But most small scale businesses and eCommerce companies struggle to use the right methods for data protection. This is where technical support services play a major role in helping you set up antivirus software to safeguard your data.

24×7 tech assistance

It is critical that you keep your company’s information and data safe 24×7. It’s unpredictable to know when there might be a breach especially when it comes to eCommerce industries, but it’s up to us to ensure the safety and security of our data.

Therefore, by hiring technical support services, you’ll have peace of mind knowing that professionals are looking after everything. Also, when there is an emergency, you’ll have someone to assist you with it right away.

Tech support services also ensure that your company’s efficiency is maximized through the usage of technology. With a dedicated team, you can utilize tech resources to reach targets and identify areas for expansion more quickly. Additionally, IT technical support is incredibly useful to maximize productivity. Thus, when you invest in technical support services,  your business strives to give you the best returns possible.

High client satisfaction

When your customers know their information is safe, they’ll have trust and loyalty in your business,  which in turn leads to profits. According to the New York Times, 73% of tech support managers say the complexity of support calls is increasing because customers have become more technologically sophisticated. Therefore to handle such issues, you need strong IT technical support by your side. With an IT support team, you can ensure a smooth sailing service for your clients. They establish perfect wireless internet connections, seamless software use, and efficiently manage phone lines for our business.

You can also streamline your client communication by having technical support services. Therefore, this could lead to a drastic increase in customer service ratings and thus leading to an expansion in the customer base and annual profits.

Tech Support: The final thoughts

When it comes to eCommerce industries, you are always expected to do more with less. Therefore, it is essential to invest in the right places for your business to run smoothly. Technology plays a vital role as they are paramount for stability and growth in the modern business world.

Therefore no matter what business you own, technical support services are a must as it plays a crucial role in cybersecurity and data protection.

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How Outsourced Order Management can be Effective for Business Growth?

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How Outsourced Order Management can be Effective for Business Growth

Order management is a crucial part of every business. A business needs to attract more customers which is why it is vitally important that it efficiently fulfills and processes existing client orders quickly. Order management is the very heart of every enterprise resource planning or ERP. You have to decide whether to handle eCommerce order management on your own or through a third party. Outsourcing helps to ensure that many of your daily tasks can be handled through a third party.

Lower Cost and Higher Efficiency

Outsourcing can help your business grow for a lower cost and in a more efficient manner. Third parties can be entrusted with the task of performing functions that your business would otherwise spend its valuable time on. All kinds of jobs can be outsourced and order management services are but one of the challenges confronting your business.

Lower Freight Rates

By outsourcing your business’s eCommerce order management to a third party, your business enjoys many benefits including lower freight costs. Remember that shipping costs are a huge expense for every business. The greater the volume, the lower the freight rates. Through outsourcing, your business can take advantage of high volumes and lower freight costs.

Also, shipping your products from an inhouse location does not ensure optimal costs or lesser transit times. Order management outsourcing gives your business a big advantage in the form of lower shipping costs. Not only that, but it also reduces delivery times of your products/services to your clients.

Share the Costs

If your business runs its own warehouse, it must bear all the associated costs. However, when you contract out the running of your warehouse operations to a third party, you can share the costs with them. This means that expenses like labor and rent as well as the cost of equipment and utilities plus miscellaneous costs will be shared. The result is significant savings in terms of money and time.

Manage Your Inventory

By outsourcing your business operations to a third party, your partner will bear all the shipping costs and in addition, your business gets access to the latest technology. This helps to make your business operations more efficient. Overall, outsourcing makes the entire supply chain run more smoothly. Best of all, outsourcing your eCommerce Order Management ensures that your partner handles all the shipping tasks. This frees up your time which you can spend on other tasks that will help to make your business run more efficiently.

Providing high-quality customer service is another very important part of every business. When you outsource this task to your partner, they will ensure that all processes are seamlessly integrated. Besides, they will also be able to handle the returns process in a more efficient manner. The result is a happier customer and more repeat orders.

Various functions like warehouse location and managing inventory space can also safely be entrusted to an outsourcing partner They are going to ensure that your shipments will reach your customers on time and order tracking will also be taken care of in a more efficient manner.

Best Time to Outsource Order Management?

The best time to outsource your order management process is after your eCommerce website goes live. Your outsourcing partner can help build and also customize your digital business. They can also handle your website, sales, and other miscellaneous eCommerce operations from a single location.

Another thing to keep in mind is how best to take care of customer order management.

If your business is not getting national or international attention, then it is time to outsource your order management services to a third party. Doing so will help your business save on fees and costs. By sharing responsibilities, you can free time to devote to selling products instead of managing everyday operations.

A successful business has to spend a lot of time selling its products and managing its operations. There is also a lot of competition in the eCommerce space. Unless your business becomes more visible, it won’t grow at the desired pace.

Also, if your business’s infrastructure is not geared to promoting eCommerce growth, then outsourcing is the way to go. Access to modern technology is neither easy nor cheap. If your business does not have the resources to grow rapidly, then it is the right time to outsource. Your partner will manage all of your operations giving you the freedom to spend time on marketing your products/services and scaling your business to keep pace with its growth objectives.

The best time to outsource is when you find that the cost of each order is greater than that of your provider. Keep in mind that your business is going to come under a lot of stress trying to keep pace with all the eCommerce order fulfillment services.

Volatile Order Volumes

It is normal for order volume to fluctuate with some days seeing a lot of orders and other days there will be none. If you outsource order fulfillment, your business won’t have to deal with fixed costs. In fact, processing orders through a third party ensures more accurate as well as more cost-effective order processing

Final Thoughts on Effective Order Management

Now that you know how outsourcing order management services can help your business grow, go ahead and check out an outsourcing company called Wow Customer Support. Ask them for a quote, which they will provide within 24 hours. Outsourcing can help your business grow because everything is taken care of – starting from query handling to providing a quote, and more. All in all, inventory management outsourcing holds the key to helping your business grow because your partner does all the heavy lifting for you. Our Wow Customer Support Twitter handle is @wowcsservice

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7 Effortless Ways to Find Effective Call Answering Services Provider

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Call Answering Services

A call answering service is as important as your business itself. If chosen right, a call answering service enables you to scale new heights while making your customers come back to you. Phone answering services are all over the place but you need to check out whether they are capable enough to handle your business transactions and deliver excellence.

If you are looking for phone answering services, here are ways to find an efficient one:

The Telephone answering services should offer attractive pricing.

Look for call answering services that offer affordable pricing. Most of them try to woo you by projecting their sales but do not get carried away by their sugary talks. Check their pricing, go through their payment terms and conditions and ensure to read the fine print. Chances are that some points may not have been communicated to you orally! Check for the possible hidden charges, setup charges, and cancellation fee if any before you decide to go with them.

The call answering services company should provide excellent support

The support you need from a call answering services provider depends upon the type of business you are running. If you are into medical services, obviously you will need phone answering services round the clock since a medical emergency can arise anytime. Enquire whether the call answering company provides round the clock support and whether they charge extra for it. It would be even great if they offer live phone answering services. In fact, businesses today, regardless of the kind of products or services they are into prefer 24/7 support in order to get close to their customers and gain an edge over their competitors.

Do they offer phone answering services for small businesses?

There are several call answering services that operate based on the size of businesses. So, if you are a new entrepreneur or running your business on a small scale, check whether they provide their services for your volume. If so, make sure their pricing for small businesses is competitive and does not hit your wallet hard. You are also recommended not to look at the pricing factor alone. Since you will be growing, you will require more and better phone answering services in the future and the company you choose for the purpose should come with the skills required for it.

The call answering services firm must maintain your customer’s privacy

Heading an organization is a big responsibility. As a business owner, you should also know that maintaining the privacy of your customers is not only a legal responsibility but a moral obligation as well. So, when you are looking to hire a phone answering agency, make sure to test their professionalism.

The phone answering agents should not disclose the information pertaining to your customers and ensure confidentiality. Even if there is a slight mishandling or leakage of customer data, you may lose your reputation in the industry. Once lost, it is hard to earn name and fame again. So, ensure to outsource your call answering to an expert agency that comes with an unparalleled commitment and responsibility.

Trained Staff

This is another important factor when choosing a phone answering agency. The call service agents should be highly trained to attend to varied kinds of customers while being pleasant and smooth with each one of them. The call agents should also come with an unmatched passion to serve customers.

Most importantly, they must be familiarized with your industry, products/services, and your expectations. While they should understand your processes and set procedures, your brand image must also be secured. Efficiency largely matters for any service and it is no different for call answering services. They should support your business, help you grow and respond to your customers on time.

Past/Relevant Experience

It would be a good idea to check the phone answering the company’s past records. Have they catered to your competitors or businesses similar to yours? What is their expertise? How efficiently have they delivered to their customers so far? These are the questions you need to ask before you decide to go ahead with one. If they come with relevant experience in the past, they certainly can meet your expectations since they are already familiar with the industry you are operating in.

Well equipped with infrastructure and technology

This is the era of devices and the internet. Customers can call in anytime and expect you to be available to offer outstanding and immediate service. It is therefore essential that your phone answering service team be equipped with all that is necessary to offer top-class customer service. They should possess the dedicated infrastructure and have state of the art technology to deliver the best for your business.

Final Thoughts

At Wow Customer Support, we have well-qualified call answering agents that are trained to the highest standards. We offer 24/7 personalized support and practice the best in the industry while setting benchmarks! For professional and specialized call answering services, get in touch with us!!

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Things to Consider Before Choosing Your BPO Partner

Things to Consider Before Choosing Your BPO Partner

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Things to Consider Before Choosing Your BPO Partner

Are you looking to hire a new business process outsourcing (BPO) service, but have no idea how to pick the right one? Choosing the right BPO partner ensures you pick the right company for your needs. BPO services have the potential to take a significant load off your business allowing you to grow to new heights.

BPO services have their own strengths and weaknesses. You’ll need to evaluate factors such as technological capabilities, experience, and pricing to figure out if they are a good match for you.

A third of small businesses use a BPO, and that number is projected to increase to 52%. Choosing the right service for you ensures you maintain a competitive edge.

Insights to Choose Your BPO Partner

BPO Services must offer advanced technology

Competing in the modern business landscape means utilizing up to date technology. Implementing technologically advanced systems costs a lot of money and might be beyond what your business can handle. Therefore, it makes sense to hire a business process outsourcing service that uses the technological edge you’re after.

For example, BPO services using advanced artificial intelligence systems might make use of chatbots for live chat support to help deal with a high volume of customer queries. Customer service is an important part of running a business, but can become overwhelming when you scale. Offloading the task to a technologically advanced BPO company ensures your customer queries are handled effectively and to high satisfaction levels.

Does the BPO service have experience?

Do background research on the BPO service to determine how long they have been around. It takes something special to stay afloat in the competitive BPO service industry. Services that have stood the test of time typically have the experience to overcome challenges your business is faced with. It’s safer to go with an established BPO service that has a list of reputable brands as clients.

Also, scrutinize if experienced agents are working at the service. You want the best agents in the industry working on behalf of your company. After all, their work impacts your business. It’s more important for front office operations where BPO agents directly interact with your customers.

Ideally, BPO agents should have experience working in your industry. It advantageous because they will have detailed knowledge about what your business needs to succeed. The teething period is reduced and less training is required to ensure you get the best possible service.

BPO services pricing is a critical consideration

There is no point in hiring a BPO partner you can’t afford. You’ll end up canceling their service shortly and be back at square one. Choose a service that offers a competitive deal and is within your budget. Perhaps they offer a discount if you need more volume as you grow?

Hidden charges are a nasty technique used by services to extract more money. Reputable services will clearly disclose the final price upfront and won’t ask for more money.

Furthermore, you need to know what you’re paying for. Make sure you understand what the BPO service will do for the price. A detailed summary of the service provided leaves no ambiguity. It avoids a lack of misunderstanding that can lead to disagreements down the line.

Does the BPO company provide good communication?

Good communication is a key ingredient of a healthy partnership. It would be frustrating if you struggled to get in touch with the manager responsible for your account.

You may want real time reporting that details how effectively the call center company is able to complete tasks. Also, you might want to communicate what changes you’d like to make. In some cases it’s important that you immediately get an answer so communication is a key ingredient for a successful relationship.

Scalability and limitations

Will the BPO service allow you to scale without limitations? To ensure there is consistency you’d want to pick a BPO partner and stick with them for many years. Therefore, the service must have the infrastructure and staff to handle requirements as you grow.

Consider your projected growth and look for a BPO service that already handles clients of that size. Make sure they can give you their full attention and prioritize you as one of their important clients.

Furthermore, think about what limitations this BPO service will inflict on your business. For example, if you’re hiring a customer service team, then ask about the channels of communication they offer.

Customer convenience

The BPO company you choose must provide an excellent service for your customers too. After all, your customers are the lifeblood of your business. BPO service agents need to be respectful, considerate, and solve problems effectively when customers get in touch.

Also, the BPO service must be large enough so that waiting times are kept at a minimum. Otherwise customers might get frustrated with your company.

Final Glance about Your BPO Partner

The considerations to make suggested above are just part of the picture. BPO services company should be chosen with the specific requirements of your business. Therefore, you’ll need to make a list of requirements to see if a business process outsourcing service can match them.

If you’re ready to take your business to the next level consider using WOW Customer Support. We take the load off your business by handling customer queries, problems and questions. Wow Customer Service is an industry-leading operator that is an investment worth making.

 

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How to Build a Successful Offshore Team for Customer Support?

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How to Build a Successful Offshore Team for Customer Support_

Customer support has been the deciding factor for a company to thrive in the long run. And the reason behind this is, effective telephonic and chat support services are what increases customer retention.

But still, the question remains, ‘Why Offshore Customer Support Team?’

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Benefits of Building an Offshore Live Chat Support Service Team

Live chat outsourcing and chat support services offshoring allow you to focus on improving core business activities while delegating the established functionalities.

Further, the talent pool in developing nations, despite concentrated and brimming, is highly economical and can work wonders in bridging the skill shortage. In other words, you are paying less for better work than what is available in your country.

However, of all the advantages, the one that takes the highlight is the time zone coverage. A lot of professionals are usually in dissent for rotational and night shifts. But offshoring live chat support services allows you to take advantage of different time zones to be active 24×7.

Now that we have established the need for offshoring live chat support services, let’s dive into how to build the right team.

There are two methods to build a customer chat support team.


1st Method: 5 Steps to Build the Best Live Chat Support Services Team

In this method you or a delegate from your company have to temporarily move to the offshore location, rent a workspace, and hire a team to build your offshore customer chat support services wing.

1. Prioritize Strong Communication

Communication is especially important for your customer support executives as they have to converse with your customers regularly. And the last thing you want is to lose customers because they couldn’t understand your executives.

Communication also matters in order to keep you updated with the improvements in everyday activities.

2. Share Your Business Vision with the Live Chat Support Services Team

The quality of your customer support drops when your team doesn’t know what they are working for. Even when you are hiring the customer support executives, inform them of your plans and vision for your company.

Although your live chat support services team is not seeing the progress, keeping them in the loop will motivate them to work harder.

After all, everyone is working for their own small visions. If your vision is reverberating with their personal goals, your offshore live chat support team’s productivity will skyrocket.

3. Designate Live Chat Support Service Team Leaders

Offshore teams often have a different way of working around things. They are different by culture, work preferences, latent inclinations, trends, and many other aspects. Expecting them to work just like how the in-house teams work might not be fruitful for the company.

That’s why it is advised to designate team leaders who understand the populace. They can better sort out the problems and guide the teams down the path of productivity. Even if it is criticism, the team leaders can tweak it in the way to provide it constructively.

4. Eliminate In-house vs Offshore Mentality

One of the mistakes companies does when putting together offshore teams is making it a competition with in-house teams. It may work effectively for the short term. But in the long run, it does more harm than good.

It needlessly puts pressure on both in-house and offshore chat support services teams and makes them stressed out leading to decreased productivity.

5. Visit Your Live Chat Support Services Team

A team that doesn’t know under whose leadership it is working has more chances of losing the motivation and fervor in the work they do. This happens quite a lot for customer support teams as the work tends to get repetitive.

Visiting your offshore teams also conveys that you care and pay attention to the work they are doing and value it. You can further choose to talk with the teams about how the company is proceeding and how they are doing a good job out there.

2nd Method: Partnering with an Offshore Live Chat Support Service Provider.

By this method, you seek out the best live chat support service provider, and partner with them for customer support.

This again works in different ways, but the prominent ways are where you can partner with the service provider who provides customer support as a service or hire a service provider to put together a team you can manage.

Wrapping Up

Both methods have proved quite successful in building successful live chat support teams based on the requirement. The latter is quite foolproof and is ensured to succeed as you will be hiring a live chat support service provider who knows the dos and don’ts.

But the former can be quite tricky as you will have to dedicate the manpower to build everything from scratch and can’t avoid the pitfalls.

We at, wow customer support, are well versed in the nuances of support every industry wants and have been quite successful in providing quality live chat support services. We are open to partnerships and our portfolio is the testimony for our prowess.

3 Simple Ways to Find Effective Content Moderation Company

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3 Simple Ways to Find Effective Content Moderation Company

Social Media Moderation is no longer a value addition to your social media account; it has become a necessity. After all, the reputation of your business is at stake! With each business relying on the digital platform for connecting with their customers and driving sales, what content is available on these platforms can make a huge difference to your brand image.

Content Moderation can look like a simple task from the outside. But it takes considerable time and effort to have an efficient moderation system in place. Hence, only the reliable professionals handle this service who have experience and expertise in online content moderation. However, choosing the right online content moderation company is as important as the moderation itself.

How to Choose a Company That Provides Content Moderation Services Effectively?

Finding the perfect company that can handle social media content moderation for you is the first step to achieve a safe and trusted online platform for your customers. There are a lot of content moderation service providers in the market. What you need is to choose one that best fits your business needs. Below are the three things you need to look at for selecting the company that best suits your requirements.

1.    Check if the company you are hiring has a good focus on content moderation services.

The first and foremost thing you need to consider is whether the company has enough experience in handling content moderation services. Also, the company needs to have a proper focus to ensure seamless and efficient moderation. This demonstrates by their policies in ensuring quality services. Generally, companies that have a good and robust training model for their agents are a good choice.

A thing to look out for is whether the company has dedicated staff for social media content moderation. Since this work requires a special skill set, people who are hired and trained specifically for this work are more likely to do an efficient job.

2.    Make sure you know your business requirements well.

It is very important to know what specific services you need in the social media content moderation for your business’ platforms. On a wider level, you need to know answers to the below questions:

  • What kind of content do you need to be moderated? (For example – comments, posts, blogs, etc.)
  • How many platforms do you need to be moderated? (For example – community pages, social media accounts, etc.)
  • What is the volume of user generated content that is posted on your online platforms?

Ideally, you need a company that seeks answers to these pertinent questions and then works towards providing you with the best solution for all your needs.

Also, a good thing to look at is a company that provides you a scalable solution. As your platform becomes a trusted place, user engagement, and thus user generated content on the platforms will increase. Thus a model that can be quickly ramped up to help you keep up with the incoming volume should be your focus.

3.    Check the moderation methods that the company has experience in.

Many companies rely on AI software for content moderation. While this works to a certain extent, it is not a foolproof system. Apart from automated moderation, there is also a method called Pre-moderation, where the content submitted by the users is checked by the moderators before it is allowed to be displayed on the online platform.

Similarly, Post-moderation is when the content is immediately posted when the users submit it; The moderators then review to check for anything that does not comply with the regulations. There is also a reactive method of moderation where users report when they find that the content is not appropriate and the moderators take action accordingly.

By understanding the kind of moderation that you need, you should then check to see whether the company you are hiring has adequate experience or proven experience in it. What you need is a company who provides resources trained in manual social media content moderation. Depending on the type of user generated content you receive, a combination of software-based and manual services can work well for you.

Other Considerations while looking for Social Media Moderation Company

Very Low Pricing: You obviously want services that do not burn a hole in your pockets. But remember that a service that is too cheap might not always provide the best quality. You need to find a company that has a demonstrated capability to provide quality at affordable prices.

Data privacy regulations: Also, remember that every country has its own laws and regulations for data privacy and protection. The people you hire for content moderation should be able to quickly adjust and adapt to the concerned policies and adhere to the guidelines associated with data privacy and security.

Effective Social Media Content Moderation Made Easy

Social Media Moderation is an indispensable aspect of having a digital presence in the market. Through effective Content Moderation Services, you can help build your brand’s reputation and create a healthy communication channel for your customers.

WOW Customer Support comes with proven expertise in the field of Online Content Moderation. We have a well-trained staff that can efficiently handle the moderation services for you. We are dedicated to providing effective solutions that work in line with your business goals.

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