Study shows that businesses with consistent Customer Service retain 89% of their customers.
Thus, companies are doing their best to provide high-quality customer support to keep their customers happy.
While some businesses invest in their in-house Customer Service team, many enjoy the benefits of offshoring, such as JPMorgan Chase & Co., Google, Amazon, The Bank of America, and The Principal Financial Group. Aside from its cost benefits, outsourcing also allows businesses to provide a more personalised customer service approach – a prime factor that will be in fashion forever.
Here are some ways offshoring can help personalise your customer service interactions.
Provide Support at Different Touchpoints
Personalising the customer experience means being present on most of your platforms, such as live chat, email, phone, SMS, and social media.
Your presence on all these channels lets your customers receive immediate answers to their queries and concerns without hassle. When your customers feel that you recognise their needs, your customer-client relationship will improve.
During holidays and other important retail seasons, your customer requests will most likely surge due to higher demand. During these peak months, you’ll need dedicated and highly talented support team members to help you respond to customer queries on all channels. You can work closely with an expert offshoring services provider to help you attract, hire, and retain the Customer Service talent you need to help you meet customer needs during peak seasons. They can source offshore candidates that meet your specific needs, and you get to choose the right candidate that fits your business requirements.
Use Data Responsibly to Provide Personalised Service
Customer data is the raw ingredient to personalise customer experience.
You can execute personalisation strategy by focusing on three customer data foundations:
- First-party data – the data you collect with your customers, such as email address, phone number, purchase history, etc.
- Second-party data – the data you acquire from your partners, such as customer feedback or surveys, website activities, social media profiles, etc.
- Third-party data – these are the data from data aggregators.
You can quickly implement your data management system with an offshore team. You can understand these touchpoints for your personalisation efforts. A dedicated offshore team can ensure that all your data are not only collated but used responsibly and securely.
Apply Customer Journey Mapping
According to Survey Monkey, “The customer journey is the complete sum of experiences that customers go through when interacting with your company and brand. Instead of looking at just a part of a transaction or experience, the customer journey documents the full experience of being a customer.”
The customer journey map includes the buying process, user actions, emotions, pain points, and solutions. Customer journey lets your team understand your customer behavior and keep a personalised approach when interacting with new products or services.
This process is usually implemented by Customer Insights experts. You can offshore this function to establish customer journey mapping to ensure that you are implementing the right marketing and sales strategies to push for growth.
Empower Human Interaction
Establishing personalised customer service means exhibiting three cornerstones of the human touch – empathy, respect, and flexibility.
Offshoring Customer Service on top offshoring destinations like the Philippines means welcoming resources who can humanise your Customer Service process. Filipinos are known not only for their excellent English communication skills but also for their customer-centric approach.
Filipinos are naturally warm and personable, characteristics that customers are looking for when dealing with support. They treat customers with respect and are always willing to go the extra mile to satisfy their customers – no wonder the Philippines has been named one of the top destinations for the BPO industry, specifically in Customer Service functions.
Satellite Office is Your Expert Offshoring Partner
Let us help you build your dedicated offshore Customer Service team, and increase your NPS score and customer satisfaction.
Satellite Office has a proven track record of assisting businesses to leverage the benefits of outsourcing by building a dedicated, highly skilled, and cost-efficient offshore team in the Philippines.
Our tailored offshore outsourcing solutions give businesses full control of their remote team’s productivity, output quality, and targets, while we provide comprehensive support that makes managing offshore employees as simple as possible. Experience a full-service model, including premium facilities, HR, IT infrastructure, account management, and payroll support services, with no hidden fees.
Looking for an offshore support service partner? Get a free assessment now, and let’s see how we can help.