When outsourcing your customer service to a specialist company, it’s vital to choose the right one. But what does that mean?
Well, “the right one” is a company that not only represents your business exactly as you would yourself, but has a deep understanding of your customers and their needs. More often than not, customer service involves speaking to disgruntled or dissatisfied customers, which means that professionalism, empathy and a knowledge of your company and brand are key.
Failing at Customer Service
Naturally we are advocates of outsourcing to specialists, but there are pitfalls when choosing an external organisation to represent your business. Outsourcing overseas does have many benefits, typically financial, however if your customers are aware they are speaking to overseas customer service representatives, there is an implication that you are quite literally distancing yourself from your customers and their issues.
Customers do not like to wait on hold for long either. A recent survey found that a staggering 93% of respondents said the maximum time they would be prepared to wait on hold was 5 minutes. Long wait times which include annoyances such as automated “your call is important to us” messages will only serve to annoy potentially frustrated callers. When choosing an inbound agency, it’s crucial to ensure that they are not only equipped to answer calls quickly, but know how to communicate effectively with your customers. Take a look at a case study where we achieved an immediate call answer rate of 98% on a product recall for a world leading food and beverage manufacturer.
Empathetic Customer Service
Customer service representatives are there to resolve situations, help retain customers and build brand loyalty. To do this, they need to be able to understand how customers are feeling and know how to make their experience as pleasant as possible. Simply resolving the issue is not necessarily enough to result in caller satisfaction. Their experience, how they were treated and how they were made to feel is ultimately what will determine whether or not your customer service is successful.
Ant Marketing has over 29 years’ worth of experience in the industry and have worked with a number of world leading companies and brands. If you would like expert assistance with your customer service, please get in touch.