Methods to improve your ROI with Customer Support Services!

Methods to improve your ROI with Customer Support Service

Any flourishing and successful business relies on excellent customer support service. Customer service's aim is to create and maintain relationships with customers by ensuring that they are satisfied with your products/services and listening to their suggestions on how to improve your organization. As a result, providing a positive customer experience can have a substantial influence on your business's ROI by raising conversion rates, increasing market share, developing brand loyalty, increasing the potential for upselling and cross-selling, and attracting talent. Negative experiences, on the other hand, might lead to a loss of money as well as irreversible damage to your company's reputation.

The benefit to an investor from an investment of a resource is known as return on investment (ROI). A high return on investment (ROI) indicates that the benefits of the investment outweigh the costs. 

At Wow Customer Support, about how important it is to provide excellent customer support service in general. However, we stress the need of using concrete numbers to evaluate the success of your efforts. When you combine the two, you'll be able to see exactly how your customer service efforts are benefiting your company's bottom line. 

Let’s discuss the ways a company can improve its return on investment by taking the below-mentioned measures. 

Tips to improve your ROI from your Customer Support Service

More than 88% of businesses now place a premium on customer experience in their daily operations. Yes, it's that crucial. And it's not hard to see why. If a customer chooses to do business with you based on their customer experiences, then that's where you must stand out. Customer experience is now the primary differentiator for more than two-thirds of businesses. Consequently, you're increasing your company's return on investment because more customers mean more sales. 

Improving ROI by improving customer service management

  • Calculate Customer retention - It’s all about the perspective. If you start watching customer support services as customer success operations, the game changes. Customers will stay longer with the company if they’re getting their answers properly addressed. They are going to continue using your products and services because they know the customer support services provided by your company are reliable. Observe how and when customers reach out with an issue, getting the problem addressed by a call or any type of communication results in reducing cancellations and refunds. This way, you can improve the services and keep your customers coming back!

Nonetheless, we know that excellent customer service is linked to company success, and it's apparent that customers want to contribute their money to organizations that care about them.

  • Educate and Train your Staff -  If your employees don’t have a proper understanding of your products and services, it’s going to cost you a lot of company resources. It’s important that employees are easily able to navigate through different processes and systems are able to help your customers with ease. By training your staff you’ll be able to resolve your customer issues effectively and efficiently. Training them regarding the different processes, troubleshooting skills, product/service knowledge, active listening and resolving conflicts will enable your company to perform better in the long run and a small investment will be worth all of it and more. 
  • Identifying the right ROI indicators - It’s easier to sell your product or service to an existing customer rather than a new customer. Hence, the customer support service provided should be exceptional. Identify which ROI indicators seem to be working for your company and are proving the results. You can start executing modest, measurable trials with specific ROI figures once you've figured out which customer service metrics your team can use and how that adds to the company's performance.
  • Implementing Feedback Software - By installing feedback software, you can get complete information on the customer’s experience. This way, you can understand what’s working and what’s not working. The technique and approach used by high performing employees to handle customer queries can be utilised in training the one’s that are struggling to perform. 
  • Reward Employees for practising great Customer Service - Providing great customer support service and customer incentives that braces great customer experience, a company can expect direct investments in marketing and referrals. Keeping incentives for your employees will drive them to provide a high-quality customer experience. Moreover, prospects when going through your customer service reviews are likely to turn into customers after seeing a positive compliment on your company’s efforts to keep their customer’s happy. 
  • Sales - Customer support acts as marketing by offering a fantastic customer service experience that customers want to tell their friends about.

Improving ROI by reducing costs

A company can get a high return on investment by cutting costs on the customer service operations. The two major factors that play a big role in this strategy are Efficiency and Effectiveness. By improving the efficiency of processes and individual activities, time consumption is going to get lower and hence the cost per unit of work will reduce. If your employees are able to resolve customer issues faster, they would not be required to work extra. 

Similarly, if customer queries are solved on the first call, they won’t have to contact customer service agents several times through different means of communication. Less number of calls to attend means you’ll require less staff. 

Keeping these two factors in mind, there are proven strategies you can implement to lower the cost of your customer service, they are listed below:

  • Customer service tools and data - Improve the productivity of your customer support service operations by installing an IT system that’s updated and services like helpdesk management and online support can help along with customer queries and requests. Agent assisted support can be minimalised if there are self-sufficient solutions available for customers. Furthermore, with the quality of the information provided to agents, they’ll be able to handle customer problems effectively.  
  • Process Optimization - By reducing the number of steps in a particular process, eliminating the need of piling up work and unnecessary tasks will not only help your company in saving resources but is also going to improve the customer support service experience. 
  • Restructuring Customer service operations to build better teams - When customer support service operations increase, the possibility of redundancies developing between teams, business processes and organizations increase as well. Restructuring of customer service operations in specific intervals can create greater synergy and it will also help in reducing overhead costs of customer service management. 
  • Outsourcing - Customer support service outsourcing will give you the opportunity to access less costly resources to perform large scale operations. It will also allow you to work along with global workforces that will be of great support to your company’s needs. 

Improving ROI by improving performance

In order to improve your ROI by customer support services, you’ll have to improve the quality of your customer service functions. Here are the top four ways you can implement to improve your services - 

  • Listen to your customers - Sometimes when a customer comes to you with their query, more often than not they’re looking for a customer service representative to hear them out and empathize with their problems. Even if the problem isn’t resolved quickly if you’re customer service representative is able to communicate and build a relationship with the customer, it will improve customer loyalty and satisfaction. 
  • Don’t keep them waiting - A very simple and effective way to increase the value of your customer service operations is by not making them wait. One of the main problems faced by the companies is customers having to wait to get the agent’s attention and get their issues resolved. By the time, the customer service representative attends to the issue, the customer is already upset. Minimizing the customer waiting time will show them that you value their time and business. 
  • Caring and Knowledgeable staff - When customers interact with your company regarding a problem, they expect to interact with a knowledgeable staff that can assist them properly and handle their issues with utmost concern. 

How a Call Center Can Help

Even if you grasp the concepts of high-quality service, putting them into practice successfully is a different story. Despite their greatest efforts, many companies still struggle to provide excellent customer support services.

So, what can you do right now to improve your customer support services? Contact an outsourced call centre. 

With Wow Customer Support, you can improve your customer service results and increase your return on investment.

Why UX Writers and Customer Support Service Should Team Up

Why UX Writers and Customer Service Should Team Up

Most companies haven't tried it yet but user experience (UX) writers teaming up with customer support service has become a major point of discussion in 2021. As the name suggests, user experience starts from understanding user's (customer) expectations and nobody understands people better than customer rep themselves. They get to attend to customers' inquiries, reviews, and complaints. So they know what to do when improving users' experience. 

According to Tech Jury's UX research, 52% of customers leave websites without intending to return due to poor aesthetics. Users who are dissatisfied with what they learn on one website are more likely to switch to another service and continue their research there. Even your domain name has a significant impact on your brand identification and might detract from the user experience of your leads.

By anticipating and, ideally, preventing customer misunderstanding, good UX writers deliver proactive service. UX writing, like customer support service, leads to interactions that prioritize people. UX writers have been known to refer to their work as "the words on the buttons". However, it's more than that, because the collaboration between customer support teams and UX writers has a lot of benefits. Before delving fully into why they should team up, let's talk about UX writers.

What is UX Writing About?

The practice of designing the words, users see and hear when interacting with software is known as UX writing. It's all about figuring out how to make a product and its customer have a dialogue. 

One of the most difficult aspects of product copy is that it is frequently written by the same individuals who are constructing the product. They may unwittingly turn a blind eye to the difference between what they imagine the user does with the product and what the user actually does with the product since they are involved from the beginning. Consequently, the copy ends up not being effective.

This leads to the question: who should be working on the product copy?

This is when a UX writer comes in handy. A UX writer improves a user's experience with a product by improving the product's communication. A skilled UX writer spends time going through tickets and listening to customer calls to understand the issues that customers encounter, and then works towards resolving them. 

However, sifting through a sea of support tickets for incidents that can be traced back to poor product copy is a time-consuming task. While it isn't hard to complete this task on your own, a little assistance from someone who has worked with the customer support service team before can go a long way.

What UX Writers and Customer Support Service Have in Common

Customer Support Service is a Resource for UX

In an ideal world, all products and services would be simple to use and comprehend, and users would never need to contact customer care. Regrettably, this isn't always the case.

Even with an excellent UX write-up, users may have problems or have queries at any time, and they will contact or call you for assistance. During this time, the team of UX writers may be so preoccupied with crafting perfect write-ups for your company's product or service that they would overlook the fact that the experience is far more essential than the product they are creating.

However, one important source of information on user expectations is often overlooked: customer service. Customer support service refers to any action that involves anticipating and offering professional, helpful, and high-quality service and assistance to customers before, during, and after their needs are addressed. As a result, in addition to user experience research, customer support is another powerful source of knowledge about your users.

You can bet that if something is a hassle for your users, it will be a pain for your customer service personnel as well. Customer service and the UX team both want people who don't have any inquiries or problems when using the product. 

They Both Share Common Goals and Methods

As stated earlier, customer support service and user experience both strive for the same goal: a user who has no queries and encounters no problems when using their product.

When a user has a question, however, customer support's goal is to discover the best method to answer it, using the best language possible, so the user understands and doesn't have to ask again. When writing content for a certain feature or page, a UX writer's role is to anticipate these questions. 

When a user has an issue, customer support's role is to come up with a solution within their means and limits. This entails considering what the product can and cannot achieve, as well as providing a different option to bring the user as close to their desired outcome as feasible. Again, a UX writer's job is to come up with the greatest possible solution to the user's needs while working within the limits that they have. 

They Both Impact One Another

UX writers and customer Support have similar aims and use similar strategies to achieve them, but they also have a direct impact on one another.

Customers will complain less about an easy-to-use product, giving your customer support team more time to handle the concerns that do come in. They will be able to respond more swiftly and with more personalized responses, increasing user satisfaction with your product. As a result, there will be fewer complaints and more time to respond, among other things.

Consider this... Every user who has ever emailed customer support has taken 5 –10 minutes out of their day to tell you how they feel about your product. This shows that customer support and UX writers must pay attention to user complaints because they are a treasure mine of user expectations. Listening should be their strongest suit.

How UX Writers and Customer Support Service Can Collaborate

Design Better Interface

Designers accept input from multiple teams when designing a product's interface and customer service should be one of them. Involving a UX writer and a customer support representative early in the design process benefits all three teams – design, support, and UX. Of course, there's also the user.

Support representatives have hands-on experience talking customers through features and proposing solutions when they run into problems. They are a better judge of the flow of a feature from beginning to end as a result of these experiences. They also get frequent feedback on the product and are familiar with a variety of feature requests, which helps them make design decisions.

Understand Users Pain Points

Apart from understanding the audience, you must also consider their pain points when writing text that improves the user experience. To accomplish this, you must identify and eliminate hitches in the product's use through good copywriting. 

Taking customer calls will allow you to discover situations where the customer is having difficulty completing a task on their own. Speaking with support personnel, in addition to taking calls from consumers, can provide you with a more complete view of the issues users are having with the product. One method to achieve this is to talk about features (particularly those with low uptake) and request a download of various use cases and usability issues from the customer care team.

Know the User Better

To write copy that benefits your users, you must understand:

  • Who the user is 
  • How the user interacts with the product in various situations

As a result, UX writers and designers make use of the user's persona. Contrary to popular opinions, user personas are utilized by designers and customer support teams, and not simply marketing and product teams. 

Designers create user personas to better understand the target audience's needs, goals, and personality traits.

You must go beyond user personas to truly understand the user to develop great copy. To accomplish this, you should collaborate closely with customer service representatives, who spend a lot of time talking to customers and will have a thorough awareness of their viewpoints. Customer Support representatives are well-versed in the optimum workflows, use cases, comprehension, and expectations of various user groups. Working with them can assist you in putting yourself in the shoes of your users.

Use a Language That Customers Understand

A UX writer's major goal is to provide copy that is appealing to the user. Thus, you must ensure that the language you employ is consistent with that of your customers to achieve this.

Customers tend to refer to your product's qualities in a variety of ways. They may borrow vocabulary from previous products they've used, or they may invent new phrases depending on their understanding of the functionality. 

Final Thoughts

Customer support service representatives in any firm can be found attempting to limit the number of how-to queries they receive so that they can focus on assisting clients with more complicated issues. A UX writer aims to improve a product's usability through words, reducing the number of how-to queries in the process. When two teams with the same aim collaborate, the result is twice as satisfying: better UX writing and a significant decrease in how-to queries. 

If you're looking to outsource your customer support service and improve your user experience, look no further than Wow Customer Support. Contact us today to learn more about our services.

Your Guide to Omnichannel Customer Service: Connect with Your Customer at Every Touch Point

Your Guide to Omnichannel Customer Service Connect with Your Customer at Every Touch Point

From texting apps, social media channels to video chats and emails, the way we communicate has become accessible and seamless. Consumers expect the same level of communication efficiency with businesses as well. There are various interactions that companies have to manage throughout the sales and purchase cycle. It includes answering emails, calls, chats, social media messages, etc., promptly. 

To be a successful brand in the market, you have to be available for your customers at all times. It implies going beyond conventional means of communication and choosing the most convenient platform for interaction. Although the multi-channel approach works great for customers, it can be challenging to maintain consistency for brands. It is where omnichannel customer service plays a pivotal role.

multichannel and omnichannel

Mapping The Modern Customer Journey 

The way customers shop has changed significantly, and so are their expectations from the brand. Though their purchase journey isn't predictable, customers expect you to cater to their needs on their preferred channels. They expect connected experiences irrespective of the channels that they use. Slight friction or a broken conversation might stop them from buying your products and services. 

But, How to create this seamless experience? In this detailed article, I will discuss actionable tips to assist you in delivering a seamless customer experience.

Empower customers with self-service options

76% of the customers try to solve issues on their end before contacting customer support. 

One of the best ways to empower your customers with self-service options is through chatbots or automated text messaging. Your company may have an FAQ (frequently asked questions) section on your website, but that's about as far as it goes. 

Customers may be used to getting their answers fast through Google search or Wikipedia, so why not set up a chatbot program with an FAQ feature? Customers can ask questions and get an instant response. Moreover, brands can embed informational articles in email autoresponders. 

Integrate AI 

Approximately 73% of customers consider live chat the most satisfactory communication medium to interact with brands.

The future of customer support service is personalized. Technology has made it possible to deliver a tailored experience across every channel, even if that means engaging with your customers through an automated chatbot or voice-activated assistant rather than an actual human being. 

AI can help you achieve this goal by learning what each customer wants and how they like to communicate. AI integrated chatbots can help your business improve customer satisfaction by delivering a more personalized experience.

what can i help you with?

Provide a smooth transition between AI to agent

69% of global customers prefer brands that offer proactive and seamless services and notifications. 

For example, if your customer wants to hold a conversation with you instead of typing out their issues. This is especially important in retail and banking industries, where customers want to speak face-to-face when dealing with sensitive information. And, this means an agent needs to step in at the right time, on the right platform. 

Make sure the transition is smooth, and they can switch over to phone or video chat without any hassle. Meanwhile, ensure the customer background from the chatbot is transferred on time to the agent with all the information in hand.

Use data intelligence to enhance customer experience

One-third of the consumers say that they are considering switching to another brand after one bad customer experience. 

It is crucial to learn about your customers today. This data will provide insight into what they want, how they want it, and where they are looking for information. It can give you the competitive advantage in delivering a positive experience with your business from start to finish. Your agents and chatbot can utilize this information and provide quick customer support across channels effectively.

Empower agents to focus on what's important!

Let your agents focus on important customer interactions while you can automate the rest. Centralize your customer information to ensure your agent doesn't have to worry about the background work but focuses on what they need to do best - help your customers.

It's also time to automate common service requests to simplify and quicken the response time. This will help your agents focus on areas that require human intervention and deliver a personalized experience to each customer.

Communicate on social media channels

48% of consumers expect to get a reply from brands on social media within 24 hours 

You can quickly respond to customer issues and interact with them while generating new business by monitoring your social media channel. But this doesn't mean that every message is a chance for revenue: You need to set up filters, so you don't get bogged down in the noise of other messages. 

An example of responding to a customer on social media is asking for suggestions or recommendations. You can also use the channel as your way in with these people and create an opportunity for them to interact with your brand and ultimately buy from you.

Offer round-the-clock support

In today's hyperconnected world, customers expect to be able to reach you anytime and anywhere. If they can't contact your business 24/7 via a traditional phone line or chat interface, the chances are good that they'll turn to social media instead. That might seem like a great way to vent their frustration – but it's also one of the worst ways to cultivate a good relationship with your customer. 

When you're ready to go above and beyond what your competitors are offering, it's time to turn on the "24/7" light. Offering round-the-clock customer support service is a great way to prevent your customers from going elsewhere. Customers who need immediate service will be impressed by how fast they can get in touch with your company – and they'll be more likely to return the next time.

Get a 360-degree view of your customers

More than 35% of customers expect to connect with the same customer support service representative on various channels. 

Omnichannel customer service is more than just talking to your customers on social media and over the phone. It's also about knowing where they are online and what they do there so that you can engage with them in a personal way at every touchpoint — whether it's across their preferred channels or not.

For example, if you see many Tweets coming from a specific location, research that area and find out what's going on. Perhaps there was an event recently, or the local economy is doing well — whatever it may be, connect with your customer to let them know they are in the limelight.

Assign the right people for the task

83% of customers believe that they feel more loyal towards a brand that resolves their complaints timely.

When your employees are equipped with the right knowledge, tools, and training to engage customers from different channels, you'll have a 360-degree view of their customer journey. Gather data from all sources so everyone on the desk can be as consistent as possible when delivering amazing service across every channel.

Moreover, if you don't have the budget to set up an internal customer support service, you can consider outsourced customer service. Wow, customer support is an efficient customer support outsourcing agency that will be available for your customer 24x7. 

Wrapping Up

Modern customers are not easy to please, so brands have to go the extra mile to be available at all times. You have to learn everything you can about the customers to provide them with value and impact. Moreover, you should share the information you collect across the channel uniformly to create a panoramic view. Your multiple-point solutions should have a unified approach to provide seamless engagement.

Tips to Improve Customer Service during the Holiday Rush

18 Tips to Improve Customer Service during the Holiday Rush

The holidays are upon us, and this is the time of year when customer service goes through a huge shift. Though an exciting time for retailers - it can also be stressful. You've got buyers coming in from all over looking for deals on everything from toys to refrigerators. Your team has to be on call 24/7 during Thanksgiving, Christmas Eve, and New Year's Eve. 

It's not unusual for some retail stores' phone lines, websites, and social media accounts to become overwhelmed and spammed with messages. But that doesn't mean it's impossible to make sure your customers are satisfied with their experience. Businesses need to make sure that they have the right customer service to help their customers during this busy season. 

Luckily, there are many ways to improve your customer support service by managing your seasonal staff effectively, or outsourcing your service! 

Read on for some tips on how you can improve your customer support services during the holiday rush!

1. Draw Insights from Past Holiday Trends

This is a great place to start for any business that has been around the holiday block more than once. It's always worth looking back on your past encounters with customers during this time of year and reflecting on what went well, as well as where there may have been room for improvement - you can use those insights to plan better customer support service for this year's holiday rush. Start with asking questions like:

What were the biggest problems that your customer service reps encountered during past holiday rushes?

Were there any particular events or issues with customers that seemed to surface more than others (such as returns, shipping errors, etc.)?

Did you notice any patterns regarding what types of questions certain demographics asked most often about your products?

This is also a great time to have an all-hands meeting with your staff and brainstorm some creative ways that you can make the holiday season more enjoyable for both customers and employees. The goal should be to keep everyone on their toes so that they're always engaged in the process of trying new things - but it's important not to overdo it!

2. Pick your Communication Channels and Assign Ownership to Seasonal Customer Support Staff

It's important to make sure that you're prepared with the right customer communication channels for this time of year. You want to have a plan in place so your customers know who they can contact during the holiday rush, and there should also be someone designated as "the owner" for each channel - like Email, Live Chat, Phone Support, or Social Media handle. This way, you'll be able to monitor each channel and make sure that customer needs are being addressed as quickly as possible.

For example, if someone tweets at your company's Twitter account - it would be best for the social media team to handle their inquiry by responding with a message on Twitter, letting them know who they can contact, or directing them back to an FAQ page on your website.

Once you've assigned channels and reps to each of them, the staff needs to be trained in what they need to do during this time of year! Ensure that these employees know about all the available resources - like FAQs, troubleshooting tips, and other helpful information.

Finally, make sure that you're monitoring your channels, so every staff member has a positive experience during the holidays. Make it clear to employees - especially your seasonal assistants - what their goal should be when responding to customers: If they can solve someone's problem on the spot, then do it! But if not, then they should direct the customer to someone who can help them, like a supervisor or 24/hr support line.

3. Consider Hiring Remote Seasonal Workers

Hiring seasonal employees is a great way to handle the holiday rush. Investing in temporary workers for this time of year will help you alleviate some of that financial burden, as well as making sure your customer service team has enough people on their side when things start getting hectic!

There are many benefits to hiring remote seasonal employees. One is that it's much easier to train them - especially if you have a more sophisticated customer support system and want people who already understand how your product works!

Another benefit of Customer Support Outsourcing is the flexibility they provide for holiday schedules - these are agencies that work dedicatedly in customer support, helping businesses handle the holiday rush with ease. One of the biggest benefits of outsourcing is that you don't have to spend your time and resources to train employees.

The agents you hire are already trained and have worked with a range of businesses. This can give you a competitive edge because you'll have a well-trained, knowledgeable team to rely on when the holidays start. So, you can start from day one.

4. Approach each Conversation with Empathetic Calm and Focus on Fast Solutions

During the holiday season, it can be difficult to stay calm in the face of all that's going on. You need to assign a customer support team leader who can take an empathetic approach with your customers and understand where they're coming from - after all, we've been there before!

One thing is for certain: don't let anything undo your best efforts. Your customers will appreciate it if you're calm, and they'll feel more comfortable talking to you about concerns or problems!

infographic

The most important thing for customer support team leaders is making sure that every customer has a fast solution as quickly as possible. If you can solve someone's issue on the spot - do it!

Pro Tip: Every customer should have access to a "first contact" person to handle their needs. If this is not possible, the customer support team leader should designate someone in charge of each channel - like Email, Live Chat, Phone Support, or Social Media Handle. This way, customers will be listened to and addressed quickly with a response they want to hear.

5. Focus on Revenue Based Customer Support Service

In the next few weeks, you'll want to focus on revenue-based customer service. This means that your goal will be to do whatever is necessary for customers to feel satisfied with their purchase and often return - not just this year but in years down the line!

This holiday season can bring a lot of challenges when it comes to satisfying customers and increasing revenue. Therefore, you need to keep track of important customer metrics to know what you are dealing with.

For this, you'll want to leverage tools like Google Analytics, find customer service tools, identify revenue opportunities (Google CPC, Instagram Ads, Facebook Ads, and conversion rate optimization), and start conversing. In addition, it will help you track necessary metrics and evaluate the success of your efforts.

Moreover, you'll want to make sure you're staying on top of negative reviews, responding quickly and efficiently. This ensures that your revenue isn't impacted, and you keep your reputation up.

Conclusion

So, what do you think would be the best way to help make customer support service more positive? One pro tip would be to spend time planning a customer service strategy for the holidays before they start. And have an empathetic approach to conversations and focus on solutions, not just problems! But, most importantly, track important metrics, so you know what is going on with your customers.

Key Ecommerce Customer Service Metrics to Help Boost Customer Engagement and Retention

Key Ecommerce Customer Service Metrics to Help Boost Customer Engagement and Retention

Customer service is the key to success for every business, and when you are running an eCommerce store, it's even more crucial. It helps reduce customer uncertainties, answer their questions, establish trust, and convince them to purchase your product. Here are some of the thought-provoking statistics that can prove our point -

67% OF CUSTOMERS

These are just a few stats that represent a bigger picture. However, how do you know if your business is offering excellent customer support? How to know your customers are satisfied with your service?

Luckily, there are some primary vital metrics that you can utilize to measure your customer service performance and customer satisfaction. By tracking these key parameters, you can see how your business is performing. In fact, successful eCommerce businesses make many critical decisions based on these metrics. 

Ecommerce Customer Service Metrics that Matters

There are some key metrics you must track to ensure that your customer service performance is up to par. Working on these metrics is crucial to gain and retain high-value customers. Whether you have an in-house team or choose an outsourced customer service, tracking customer care metrics is essential to convert leads into loyal customers and advocates. 

Key eCommerce Customer Service Metrics

1. Average Issue Count (AIC)

Your customer support team must ensure that every customer complaint is addressed and adequately resolved. Keeping a clear track of the average issue count will help understand the quality of performance over time. This data will also help understand your product or service quality and make efforts to reduce the number of common issues that pop up.

2. Overall Resolution Rate (ORR)

Alternative to the average issue count, the overall resolution rate is a percentage at which your company resolves a customer complaint or a request. This metric can be calculated by subtracting the number of unresolved cases from the number of customer inquiries, then dividing this by the total number of inquiries. The fewer left unresolved, the more efficient is your customer support team.

3. First Response Time (FRT)

First response time is the time taken by your support team to reach out to your customers. The longer the duration of the time elapsed, the higher your customer's chances of leaving your website. Hence, bridging this gap and ensuring rapid communication is essential. Ideally, it should be less than 1-2 hours. Take a look at the response time and if you find that it is long, then plan on allocating more resources and implementing a live chat feature to your website to bring down your FRT.

4. First Contact Resolution Rate (FCR)

Unlike the first resolution rate, first contact resolution is the percentage of customer complaints or issues resolved on the first interaction with your customer. This metric shows the effectiveness of your customer support service department. You can either use the below formula to calculate FCR. Alternatively you can also choose to measure the first contact resolution through direct customer surveys.

FCR

5. Average Ticket Handling Time

Ticket handling time is the average time that an agent spends working on every unique ticket. It is also an indirect measure of ticket complexity and team productivity. Moreover, the time taken to close the ticket is proportional to the cost spent on it. The more the time, the more you are spending on the ticket.

Average Handling Time

6. Ticket Backlogs

This refers to the tickets that have been unresolved and have accumulated over time by your customer support service team. Simply relying on response time and the number of resolutions won't be sufficient. The percentage of complaints or requests backlog is a significant indicator of the performance of your support team. Thus, looking into the backlog every month is imperative to track productivity. If these numbers are high, it might be an indication that your team needs more training.

7. Net Promoter Score (NPS)

Potential buyers read reviews and seek peers' suggestions before making a buying decision. Therefore, any positive or negative review will help them make a better purchase decision. Net Promoter Score of your online brand is the percentage of shoppers likely to recommend you to others. To gather this data, ask consumers, on a 0-10 scale, "How likely is it that you would recommend [Company Name] to others?" Though it doesn't directly relate to customer experience, NPS indicates whether customers have a positive attitude towards your brand.

8. Customer Satisfaction Score (CSAT)

How satisfied your customers are with your eCommerce customer support service is another strong performance indicator. This score proves to be helpful in conjunction with other ratings you obtain in your support service. Moreover, since it is subjective, it allows you to look closely at the mentioned areas and work accordingly. Thus, a customer satisfaction score directly gives you a great measure of your customer service performance. 

Conclusion

By tracking these customer support services metrics, you get a clear picture of the performance of your customer care team. Use all of these metrics to improve the overall business performance and boost your revenue.

Most of the time, in improving customer services, it's easy to lose focus on core business activities. In this case, it makes sense to work with the best customer service outsourcing company.

Outsourcing customer support is a cost-effective way to increase the efficiency of your customer support service while expanding available resources. By choosing the right company, you can amp up your business potential and yield excellent results. Contact us today for customer support outsourcing to experts.

Why Are Multiple Customer Support Services Essential for eCommerce Business?

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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How to Build a Successful Offshore Team for Customer Support?

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.

Here’s how you can enhance Customer Service Strategies for your Business!

Incredible Ideas to Improve Your Customer Service Strategie

Gone are the days when businesses were based merely on buying and selling products. With the dawn of the 21st century, business models have changed a great deal. The cut-throat rivalry in ever-expanding competitive markets has forced companies to establish healthy customer relations. For that reason, companies are focusing more and more on improving their Customer Service Strategies.

As a matter of fact, customer support services lie at the heart of any successful business model. However, it is also a reality that handling these services while looking after your flourishing business can become an uphill task. Under such circumstances, companies take help from some valuable practices such as Customer Support Outsourcing to make things keep working smoothly.

If you are also running a business and facing a similar situation, this blog is for you.

So, What Does Customer Support Service Mean?

As the name suggests, a customer support service aims to provide customers with assistance regarding the products and services of an organization. It works as a bridge between the company and its buyers.

According to research, 92% of people want to be treated with dignity while in day-to-day affairs. Therefore, in your bid to realize your dream of business expansion, make sure you make the perfect customer service strategies and customer support services your first priority.

Luckily, we have jotted down 11 high-yielding ideas to help you improve your customer services strategies below. Make them count!

1. Customer Support Outsourcing

Suppose your customer service responsibilities are eating a sizable chunk of your time and are resultantly coming in the way of your business’s growth. In that case, it is time to outsource them. There are customer service companies that can do the job more efficiently than you in an affordable fashion.

2. Keeping Track of Outsourced Customer Service

Outsourcing your customer services does not mean you cannot track the progress. Keeping track of feedback and improvements come in handy when you want to see how the customer experience is. Make use of metrics, stay in contact with your service providers and keep visiting the goals. This practice will also enlighten you with the performance of customer services staff and help you make pertinent decisions.

3. Pick the Right Partner for Customer Care Services

Choosing the right partner for outsourcing is another aspect you cannot ignore. The right partner will save you from many worthless headaches. Also, do not hesitate to pay reasonably for quality services because cheap isn’t always the ideal.

4. Vision-Driven Customer Service

Your customer support service needs to be goal-oriented. A visionless service not only brings the business to a halt but also puts it on a track to failure. Therefore, make sure you revitalize the customer service by setting some practical goals driven by a vision.

5. Do Not Neglect Customer Feedback

Customer feedback plays a significant role in the improvement of your products and services. Hence, never shy away from seeking honest feedback and reviews from your customers. This practice will help you recognize the weak areas where work needs to be done.

6. Quick Response

Time is money, and no one wants to waste it. Therefore, one of the cornerstones of efficient customer service is responding swiftly. If your company takes ages to provide assistance to the customer, the customer is most likely to lose interest in your products and might never come back again.

7. Train the Staff

Many employers do not seem to give this aspect its due importance. But the fact is that trained staff is much more likely to bring about positive results. A trained customer services representative knows the duties and ensures that the customers are always satisfied. Invest in it.

8. Use the Right Tools

Using the right tools at the right time is a prerequisite to the success of customer services. Ensure that your helpdesk is equipped with the latest software and other digital plus physical tools. This helps save time and effort but results in enhanced productivity by efficiently meeting the customers’ needs.

9. Incentivize Agents

Everyone loves incentives, so why not put them to some good use? Key performance indicators or KPIs are a great way to boost the productivity of customer care service. These KPIs can comprise various performance factors such as speedy problem resolution, average queue time, and rejection rate. You can use them to reward the hardworking representatives.

10. Measure Success with Great Customer Service Strategies

Once you are done setting up or outsourcing your customer services, measuring the extent of success is always a good idea. You can use indicators such as weekly problems solved, calls received, calls that resulted in a smooth customer experience, etc. Your priority should be to improve the number continuously.

11. Create Communication Corridors

To ensure that your outsourced customer service company and you are on the same page, initiate communication channels. This way, you can discuss, explain and make decisions there and then. The element of red-tapism will be eliminated, which will result in better cooperation between the two.

12. Introduce Automation Into Your Customer Service Strategies 

A highly effective way to help customers with simple queries and challenges is by introducing chatbots and self-service tools into your customer service strategies. Apart from reducing the workload of the call center employees, they save customers valuable time from waiting on hold. However, after analyzing the customer feedback, it’s found that when things become really complex and crucial, a human conversation becomes most effective and essential. 

Using chatbots and automation is an effective digital strategy to enhance customer experience. Apart from using them selectively, you can always ensure transparent signposting for how customers can easily sign out of the automated interaction and get in touch with a human agent. 

13. Implement Personalization Into Your Customer Service Strategies 

If you’re outsourcing customer service with Wow Customer Support, you won’t have to worry about the success-driven results. However, it’s always best to interact and discuss new customer service improvement strategies to get even better results. 

It’s crucial to spend time engaging with the customers to determine what their needs and problems really are. This insight will help your business meet customers’ needs by providing products or services that they want. This is one of the good customer service strategies that improve the overall standard.

If you want to implement personalized customer service, you’ve to look at how well your customer service reps are: 

  • React and respond in a manner that matches the customer’s lifestyle and personality
  • Ask clear and open questions to the customers for knowing their needs
  • Seems to be genuinely interested in the situation or life of the customer. 
  • Show sympathy and sensitivity when a customer shares their poor or challenging experience
  • Greet the customers and makes them feel comfortable and welcomed
  • Use the customer’s name
  • Genuinely listen and react to the customer with a gist of their needs
  • Smoothly picks up and continues a conversation of another colleague with the customer
  • Go beyond their imagination to come up with the best solution for the customer

This personalized customer service approach is a great way to establish trust among the customers for your business. Moreover, it will be a great addition to one of your client retention strategies

Additionally, several tools like the CRM systems help companies gather relevant client historical data. With the help of training and coaching, supported with excellent performance recognition, your business can implement this level of personalization in customer service. 

14. Include Support Team Members in Your Customer Service Strategies 

One of the best customer service strategies is to involve support team members of your organization with the customer service team. These support team members can be employees from HR, Finance, Procurement, and Quality who can help assist any initiative involving frontline customer teams. 

Although these team members can positively impact your customer retention strategies for eCommerce, they are often undervalued and overlooked.

You have to find ways to boost the team working and enhance the understanding between the customer-facing teams and each of these support functions. Collaborate with their skills and efficiency to improve your customer service standard. 

Moreover, this approach will help your business reduce any internal conflict from the past, which may have arisen due to lack of awareness or some misunderstanding. 

15. Frequently Check and Review Individual and Team Performance 

To boost the results from your customer service strategies, implement performance reviews on a regular basis. Forget to do this operation only during the annual appraisal; instead, do it frequently. Moreover, explore an ideal format and time frame for you and your customer support teams. For instance, weekly ‘check-ins,’ daily briefings, monthly, quarterly, and half-yearly formal reviews. 

You should conduct a review on how customer service team members have continued towards the preset team objective. Also, check how well they diligently support each other at work. You can either achieve it through ’round table’ discussion or through normal one-to-one reviews. 

Moreover, look out for regular times when you can review the well-being of your customer service reps. You can start giving out feedback on how well they’ve performed and determine whether they need any support or not. For instance, give them feedback on what they’re doing best and what they need to work on. 

This is one of the most effective customer service improvement strategies as your business will healthily and positively encourage the employees to do better. The urge to do better in performance review will increase their efficiency at work and ultimately help your business with optimal client satisfaction. 

Verdict

You must have an idea by now about the massive role that a resourceful Customer Support Service can play for your business, and Wow Customer Support offers you just that. Our customer support professionals are ready to take your business sky-high. All you need to do is contact our representative to discuss your Customer Service Strategies for outsourcing, and you are all set. The sooner you make the decision, the better.

8 Effective Tips to Find Customer Support Outsourcing Company

8 Effective Tips to Find Customer Support Outsourcing Company

Today in the digital world, you are not only looking for ways to communicate with more customers, but you also have the responsibilities to keep them happy. In this way, they will remain loyal to your brand and product, and continue buying your new products and using your services.

A faithful customer is a business’ most important asset. If you keep your customers happy, they will bring more customers to you and even spread the words about your brand better than most marketing campaigns. Therefore, you need good customer support services. They will help you build a good reputation amongst your potential customers. Therefore, lets have a look on how customer support outsourcing will help your business.

Does It Feel Right to Use Outsourced Customer Support Service Providers?

This may appear like a simple question; however, it is the first question to ask yourself. After reviewing your in-house capability and capacity, and the comparative expense of outsourcing, is it the right time to make the move?

Companies of different sizes can reap the rewards of having an adequately trained proficient call answering team available without all the training and HR worries that accompany it. Senior managers will undoubtedly concur that being allowed to concentrate on other important business would be time well spent.

Finding The Right Customer Support Outsourcing Company

Well, the most significant thing for a customer is to get the help they need from the company. At the point when a customer dials the company’s number, they anticipate that the needed help will be rendered immediately. They look forward to getting good treatment and customer care services that will listen to their opinions.

Customers like to establish their opinions and see it heard and have a sense of belonging. After ending the call, they should have a better impression of the organization since they just received a decent treatment and got all their questions answered. Be that as it may, how do you expect to meet the customers’ needs if you don’t have a reliable customer service representative?

The followings are important tips to consider when looking for a reliable customer service outsourcing company;

1. Establish Goals

Decide on your key goals, for instance, retention, technical support or customer acquisition. The outsourced customer service will look different based on your KPIs. Realizing your end game will drive staffing and strategic decisions.

2. Plan Your Budget on Your Needs

Every business looks to maximize cost efficiency, particularly when dealing with customer service outsourcing for small business. You should prepare the budget ahead of time before contacting any outsourcing service and proceed with a profound analysis of all prices given by different outsourcing companies.

3. Ensure They Have the Required Resources and Technology

It’s better to get some information about the tools and technologies they will be using for your project. Talk to them about it and see if they are capable enough to deal with your outsourcing requirements. Many outsourcing companies offer different solutions; however, their under-trained customer care representatives won’t offer you the benefits that you are expecting. Therefore you should ensure that they are fully capable of executing your project.

4. Compute Your Present Customer Service Expenses

To effectively reduce customer care costs by outsourcing your customer support, you also need to analyze how much money, resources, and the time your company spends on training and employing customer care departments and representatives. This will provide you with the idea needed when checking out the expense of outsourcing.

5. Establish Contractual Commitments with A Third-Party Contractor

Once you’ve determined that your company’s customer service responsibilities will be given to outsourced customer service companies. There is a lot of money, time and resources involved, so you have to establish a contractual obligation with a third-party contractor. In addition, ensure that the two parties’ commitments will be met by organizing a formal contract.

6. Physical or Virtual?

Your business’ outsourced customer support can be virtual or physical. Some vendors make use of hybrid solutions to draw in and retain suitable agents and scale to fulfill client needs. A physical area has representatives all together in a normal call-center setup. Virtual representatives may work from anywhere in the world.

7. Facilitate Success

Establish training and review procedure with the customer service provider. Engage their representatives in developing scenarios and scripts based on typical comments and questions that come in through different channels available. Make sure the workplace supports physical and mental comfort, and reward representatives fittingly for sales and other achievements.

8. Check Legal Compliance

Laws and legal protections hugely vary from country to country. To survive this, you need to educate yourself on the requirement of legal protections explicit for your outsourcing activities. Compliance with rules about the safeguarding of customer confidentiality and sensitive data is a critical factor to think about.

Conclusion

Outsourcing your customer support needs will have a lasting impact on your business. At Wow customer support service, we offer work personalized for your company’s needs. Wow customer support will provide customer care that will please your customers and encourage them to keep doing businesses with.

Eventually, the success of your customer support services isn’t driven by your astounding technology. It relies upon the individuals using that innovation and how well they treat your customers.

 

Continue Reading:

11 Incredible Ideas to Improve Your Customer Service Strategies

Top 6 Customer Support Mistakes That Can Ruin Your Business