The outsource of customer Service has become more critical than ever. Also, the dynamic environment of digitalization offers more possibilities to improve customer service. This results from the logic that happy customers lead to higher profits. It is all about keeping customers to generate a customer lifetime value.
The following paper will highlight the value of tailor-made customer service and proves through examples why companies outsource their customer service activities.
What should good customer service do?
As a matter of fact, customer service stands in the first line for problem-solving. Any mistakes that may occur of a product or just unknowledge of a customer about the product are reasons to contact the customer service. Therefore, customer service acts reactively. To keep customers happy, there should be more communication channels, like live chat or social media. It is about meeting the needs of customers, and this is why a tailor-made service is essential. Companies have to be aware that the rising number of customers has to be answered by an adapted and more extensive customer service. Good customer service is characterized by a friendly representative and tailor-made fast consulting.
What skills should employees have?
First of all, they should be an expert about the product or service. They should show empathy and, therefore, to be able to deal with every kind of customer. This results in resilience that the employee has to be friendly and professional even after 100 calls.
Importance of customer service
The Microsoft global state customer service report shows that the respondents have higher customer expectations than the year before. The report also says that customer service is an essential factor in their loyalty to a brand. The most crucial factor is to keep customers because acquiring a new customer can cost even more than keeping a customer. So the Harvard Business Review has shown that increasing customer retention rates by 5 % will increase profits by 25 % to 95 %. Moreover, companies have to focus their resources on keeping loyal customers. Negative experiences with customer service will be shared through other customers, which will damage the company’s reputation.
Outsourcing customer service
When it comes to the point when companies are deciding to improve and scale their customer service, they should keep the following aspects in mind. In the first place, the most obvious fact in outsourcing customer service is that you can save money and resources. Hiring and paying for qualified customer service staff can be expensive. Outsourcing has the advantage that your current employees can focus on other tasks. Today, it is essential to be available through many channels, and customer agencies have the necessary resources for this. Companies can skip the whole process by trying to make their customer service as efficient as possible by hiring an agency for this job.
When thinking to scale business and improve customer service, outsourcing seems a valuable option, especially for small and medium-sized companies. By choosing the right agency for customer service, Katrium has shown much expertise in the last years. They cover highly qualified staff and can offer tailor-made customer service.
To sum up, you should always focus on retaining customers; focus on exemplary customer service. Specialized agencies are a great option to save many resources and help companies focus on daily business.