With the rapid expansion of the modern digital world, more and more brands are moving their businesses to the world of the internet. Today, every new business has an online presence regardless of whether they have a physical store or not. At the same time, preexisting businesses are also adapting to the online marketplace to maximize their customer outreach efforts.
However, greater customer numbers also mean more customer inquiries, grievances, and complaints, which has become a major issue for businesses. Also, online business operations, sales, and doorstep deliveries have also reduced in-person customer communications in the modern business landscape. This has inadvertently led to an increase in the popularity of industry-specific BPO companies that specialize in outsourcing customer services. Many small and medium enterprises and large businesses have already adopted professional contact center solutions for their customer support. However, there are numerous businesses that continue to remain unsold on the idea of obtaining professional services for their customer communications.
Having an efficient and fully-functioning online business model can significantly impact your company’s customer outreach, sales, and revenue generation. However, you must also appreciate the importance of a functioning customer service structure for your customer retention requirements. This will also help you generate additional revenues for your business through recurring sales to your current customers.
Understanding the Types of Outsourcing Customer Services Offered by BPO Companies
There are so many different types of contact center solutions that you can get for your business’s customer service requirements. These classifications are made depending on multiple factors, including what kinds of services are offered and how they are offered. For instance, depending on your need to receive customer communications or to contact them yourself, contact center services can be classified into inbound and outbound customer services. Also, a BPO services provider in the USA can also offer you voice-based or non-voice-based contact center solutions depending on the medium of communication. If your customer communications happen through phones or VoIP channels, it’s voice-based. On the other hand, if the communications happen through emails, live chats, instant messengers, social media platforms, etc., it’s non-voice-based.
Also, depending on who initiates the communication, customer interactions can also be classified into reactive and proactive customer services. For example, when customers contact brand representatives for assistance and receive assistance, it’s classified under reactive customer service. On the other hand, when brand representatives make contact with customers to provide assistance, it’s classified under proactive customer service. However, proactive customer services should not be confused with sales communications despite both being outbound interactions initiated by brand representatives from a BPO services provider in the USA.
Therefore, you need to determine your business’s customer communication requirements before you decide to hire a contact center company. This will help you engage the ideal BPO services for your company while also enabling you to maximize these services.
The Importance of Proactive Contact Center Solutions Offered by a BPO Services Provider in the USA
Delivering proactive customer support can offer multiple benefits to your business. Some of these benefits include:
Reducing customer communications
Customers will only contact you when they have a query or an issue with your products and services. Also, you are aware of the issue only after a customer contacts your brand representative and informs you about it. Hence, for every issue, customers have to contact you multiple times to discuss their problems and find appropriate solutions. This inadvertently increases the volume and frequency of customer communications, which in turn, increases your staffing and infrastructure-based requirements.
On the other hand, proactive customer support can help you reduce customer communications significantly. When you identify an issue with your products and services, you can engage with your customers in multiple ways. You can send out text alerts, email blasts, chat notifications, web announcements, etc., to notify customers about the prevalent issues. Customers facing such issues can then follow the instructions provided in these notifications to resolve them without even contacting you. This way, the proactive services of a BPO services provider in the USA can significantly reduce your customer communication volumes.
Improving customer loyalty
By proactively engaging customers about prevalent issues with your products and services, you gain their loyalty to your brand. Customers will appreciate the fact that you acknowledged the flaws in your products/services and are working towards resolving them. At the same time, it will also give the impression that you value your customers’ experiences with your products/services. Since you attempt to resolve their issues even before they suffer them, your customers will deeply value your brand.
In addition, proactive customer support can often help you prevent minor concerns from becoming large issues for customers. When you identify a potential concern with your products/services, only a few customers may have experienced the problems. A majority of the customers may have yet to face the same issue with their products and services. So, when you notify them about the prevalent issues, they can take the necessary steps to ensure that they aren’t troubled by them. Hence, by outsourcing customer services to a proactive contact center, you are essentially nipping the problems in the bud! This helps to increase their loyalty to your brand.
Delivering Scalable Returns-on-Investments (ROIs)
Proactive customer support can help you improve customer retention numbers significantly due to their increased loyalty to your brand. This will help you ensure increased revenue generation through recurring sales, up-sales, and cross-sales among your current customers. In addition, this will also help you improve your brand’s reputation in the marketplace, helping you with customer acquisition. Hence, you don’t have to pay additional money on expansive and extravagant marketing to attract new customers to your brand.
With the acquisition of new customers to your business, you will be able to add significant revenue to your business. Comparing this against the expenses of delivering superior-quality proactive customer services, you will notice substantial returns on your investments. In fact, your ROI on proactive customer support will be much more than your ROI on most other revenue-generating activities. At the same time, you can massively scale these ROIs, as you can increase revenues without increasing your investments. Even when your customer numbers increase, you can continue to provide similar proactive support to them with the same infrastructure.
As a result, delivering proactive customer support by outsourcing your customer communications to a top BPO services provider in the USA can be of great value to your business.