Top 6 Customer Support Mistakes That Can Ruin Your Business

Customer Support Mistakes

Historically, a lot of businesses publicly strives and struggles to improve their customer support mistakes, mainly via customer service outsourcing, and were successful in building an empire by the lessons learnt. Today, customer service is indeed one of the most important success factors for any business, and for good reasons.

Today’s customers are smarter and more connected than ever before, having higher expectations from the brands they buy from. In the presence of an overwhelming number of options, they tend to switch to competitors faster if they don’t get satisfactory customer service from your business. In the online world, where everything goes viral, either good or bad, customer support mistakes can ruin your business instantly.

Customer support outsourcing is rising as a key solution to avoid customer support mistakes and to remain competitive.

Here we caution businesses, presenting the top 6 customer support mistakes that can ruin a business!

1.      Inaccessible Customer Care Services

Many businesses, especially the small ones, are unable to make their customer service accessible 24/7 since it requires enough resources. However, this inaccessibility kills a business. Once the business is up, you must have means through which customers can be in touch with you immediately. Usually, businesses include means like customer support contact, email, feedback form, online chat and social media pages for the same. But it is not the end. These must be accessible 24/7. This is where small businesses usually end up losing their customers since they are unable to offer this facility to customers. Customer service outsourcing for small business helps here since outsource customer service let businesses offer 24/7 accessible customer support without incurring overhead costs.

2.      Arguing with customers

If any of your customer service representatives argues with customers to prove they are wrong, it is going to be the biggest turn off for them. This loss of customer is often followed by a trail of negative comments and reviews that can add to further sales loss. Keep in mind that it takes 5 times the money and efforts to attract a new customer than keeping an existing one happy. Small startup businesses usually take the help of outsourced customer service companies to get professional customer representatives on-board to deal nicely with their customers.

3.      Not Tracking Customer Records

Customer records are critically important for any business. Recording, reviewing and maintaining customers’ calls, queries, complains and feedback from different channels is a greatest business asset. It helps to personalize products and services in the long run. If you are constantly tracking customer’s previous history, it would help you spark up a conversation to let customer feel welcomed and more valued knowing you remembered. The same is applicable for emails. Don’t have sufficient staff or tools to track and maintain your customers’ record? Customer support outsourcing can help here too!

4.      Rigid adherence to policies

No matter how complex this might seem, businesses treating each customer interaction as special and unique are on the winning side. Whenever a customer comes to you regarding anything, it is an opportunity to develop a strong and personal relationship with them. So instead of telling your customer service representative to always tell customers, “sorry this is our company policy”, how about helping them handle customers differently. However, make sure the exceptions you make don’t hinder the business but are flexible to accommodate the occasional requirements. Customer service outsourcing for business helps address this challenge.

5.      Impersonal Messages

The modern customer of today indirectly calls this as “spam”. On a daily basis, we all receive unsolicited marketing messages and impersonal emails in our inbox. Customers don’t like uninvited and irrelevant marketing from the brands and this is a great turn off even if they can ever be interested in them in future. Today, every customer wants to be treated as special, and personalized customer support is a great way to achieve that. This is where outsourcing customer support is of great help.

6.      Late Responses

Though all feedback may not be constructive, it is mandatory to make your customers feel important and heard. A customer cannot be annoyed more by anything than a delayed or no-response.  If your customer support fails to give prompt response to their feedback, queries and complains, they would go somewhere else. A timely and effective response to customers is the key to business success. Also, it is one of the core competencies offered by professional and reliable outsourced customer service companies.

Concluding Thoughts

It’s tough to start a business, and even tougher to make it a great hit. Fortunately, by avoiding customer support service mistakes, you can make your business lucrative for a number of years to come. If you don’t have resources to develop an in-house customer support team, outsource it to Wow Customer support, a leading BPO service provider, known to build the best customer experiences by providing meaningful, personal and productive customer support.

Also, know more about:

11 Incredible Ideas to Improve Your Customer Service Strategies

Tips to Find Customer Support Outsourcing Company

11 Incredible Ideas to Improve Your Customer Service Strategies

Customer Service

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 relations with their customers. For that reason, companies are focusing more and more on improving their Customer Support Services.

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?

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

According to a 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 customer support services your first priority.

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

1. Customer Support Outsourcing

If your customer service responsibilities are eating a sizeable chunk of your time and are resultantly coming in the way of your business’s growth, then it is time to outsource them. There are customer services 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 handy when you want to see how is the customer experience. 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

Feedback plays a crucial 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 services is responding in a swift manner. 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 always get 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. Make sure 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 meeting the needs of the customers efficiently.

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 of 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

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 eliminate, which will result in better cooperation between the two.

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 customers support professionals are ready to take your business sky-high. All you need to do is contact our representative to discuss Customer Support Outsourcing and you are all set. The sooner you make the decision, the better.

8 Effective Tips to Find Customer Support Outsourcing Company

Outsourcing

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.

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. 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.