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Mitä asiakaspalvelu pitää sisällään vuonna 2022?

Asiakkaiden odotusten ja asiakaspalvelun trendien muuttuessa, myös asiakaspalvelun tarjonnan on pysyttävä muutoksissa mukana. Jos yrityksesi ei vastaa asiakkaiden odotuksiin tai tarpeisiin asiakaspalvelun suhteen, voit olla varma, että joku kilpailijoistasi vastaa. Jotta voit vastata asiakkaiden tarpeisiin parhaalla mahdollisella tavalla, on pienyrittäjien seurattava muutoksen tuulia ja tiedettävä, mihin asiakaspalvelun aspekteihin vuonna 2022 tulisi panostaa erityisesti. Hyvällä asiakaspalvelulla, joka on ajan tasalla, pidetään asiakkaat uskollisina ja luodaan pitkäaikaisia asiakassuhteita ja toisaalta myös houkutellaan paikalle uusia asiakkaita, jotka kenties eivät ole olleet tyytyväisiä muiden yritysten tarjoamaan asiakaspalveluun.

Monikanavainen asiakaspalvelu lisää asiakastyytyväisyyttä

Asiakaspalvelua on jo pidemmän aikaa hoidettu muun muassa sähköpostin ja puhelimen välityksellä. Nämä ovat tietenkin yhä edelleen erittäin hyviä ja toimivia asiakaspalvelun keinoja, mutta yhä useampi asiakas kaipaa monipuolisempia vaihtoehtoja yhteydenotoille eli monikanavaista asiakaspalvelua. Nykyään live-chatin muodossa oleva asiakaspalvelu onkin erinomainen ratkaisu; vastaukset asiakkaan kysymyksiin tai mahdollisiin ongelmiin saadaan hyvinkin nopeasti. Live-chatin ohelle on ehdottomasti noussut sosiaalinen media eri kanavineen. Useimmat sosiaalisen median alustat, kuten esimerkiksi Instagram, TikTok ja Facebook, tarjoavat asiakkaille mahdollisuuden lähettää yritykselle viestejä, joissa he voivat esittää kysymyksiä tai tuoda esille mahdollisia ongelmia. Yrityksien onkin siis vuonna 2022 syytä panostaa erityisesti sosiaalisen median kautta tapahtuvaan asiakaspalveluun. Tämä on erinomainen keino tavoittaa etenkin nuorempaa asiakaskuntaa, joille sosiaalinen media on pääalusta ostotapahtumille ja kommunikoinnille.

Kun asiakas voi henkilökohtaisesti valita itselleen juuri sen sopivimman keinon ottaa yhteyttä yritykseen, esimerkiksi yrityksen Instagram yksityisviestin kautta, tulee hänelle jo heti olo, että yrityksessä on huomioitu hänen tarpeensa, mikä luonnollisesti lisää tietenkin asiakastyytyväisyyttä. Hyvän, ammattitaitoisen ja toimivan asiakaspalvelun perusta onkin nimenomaan asiakastyytyväisyyden lisääminen. Tyytyväiset asiakkaat, jotka saavat laadukasta palvelua heille sopivaa asiakaspalvelukanavaa pitkin, jatkavat yrityksen asiakkaana todennäköisemmin ja saattavat suositella yritystä myös ystävilleen tai kollegoilleen esimerkiksi erinomaisen palvelun ansioista.

Tyytyväiset asiakkaat, jotka voivat tuoda mukanaan myös uusia asiakkaita, auttavat tietenkin osaltaan yritystä myös kasvamaan ja kehittymään. Toisaalta myös uudet alustat, kuten sosiaalinen media, antavat yritykselle lisää kasvun mahdollisuuksia. Hyvään sosiaalisen median asiakaspalveluun ja käyttöön kannattaakin siis satsata, sillä asiakastyytyväisyyden lisäksi voit kasvattaa myös asiakaskuntaasi tavoittamalla uusia kohderyhmiä. Asiakaspalvelun päivittäminen vuodelle 2022 sopivaksi lisää siis yrityksesi kasvua ja tuottavuutta.

Yksilöllistä asiakaspalvelua mahdollisimman joustavasti

Monikanavaisen asiakaspalvelun lisäksi asiakaspalvelussa korostuvat vuonna 2022 monikielisyys, yksilöllisyys ja asiakkaiden elämäntyylin huomiointi. Nykyään monien yritysten asiakaskunta onkin jo hyvin kansainvälistä, minkä vuoksi monikielinen asiakaspalvelu onkin monille välttämätön. Myös kotimaassa on nykyään hyvin kansainvälistä asiakaskuntaa, minkä vuoksi jokaisen yrityksen tulisi pystyä tarjoamaan asiakaspalvelua suomen lisäksi ainakin englannin kielellä.

Asiakkaat myös haluavat palvelun olevan yhä yksilöllisempää ja juuri heidän elämäntilanteisiinsa sopivampaa. Monikanavainen asiakaspalvelu mahdollistaakin sen, että asiakas voi itse valita juuri hänelle parhaiten sopivan yhteydenottotavan, mikä lisää yksilöllisen palvelun tunnetta asiakkaalle. Kiireinen elämäntyylimme ja hyvin erilaiset työajat ja ympäristöt myös vaikuttavat siihen, että yhä useampi asiakas edellyttää yrityksiltä ympärivuorokautista asiakaspalvelua. Jos asiakas esimerkiksi työskentelee hektisessä päivätyössä, ei hänellä ehkä ole mahdollista ottaa yhteyttä asiakaspalveluun arkipäivinä toimistoaikoihin. Tämän seurauksena myös yhä useammat asiakkaat haluavat itsenäisempää asiakaspalvelua, joka onnistuu esimerkiksi hyvän ja kattavan “Usein kysyt kysymykset” -osion avulla, jolloin asiakas voi hakea yritykseltään tarvitseman tiedon itsenäisesti.

Apua pienyrittäjien asiakaspalvelun hoitamiseen

Monella pienyrittäjällä tuskin on kovasti aikaa pyörittää monikanavaista, yksilöllistä ja monikielistä asiakaspalvelua itsekseen. Asiakaspalvelun ulkoistaminen onkin pienyrittäjille erinomainen vaihtoehto. Katriumilla tarjoamme laadukkaan, ratkaisukeskeisen ja yksilöllisen asiakaspalvelun, joka sopii juuri sinun yrityksesi tarpeisiin. Mikäli halua tietää tarjoamastamme monikanavaisesta ja -kielisestä asiakaspalvelustamme lisää, klikkaa tätä!

European call center

How is the European call center market attractive ?

The European call center market is quickly expanding as new technological challenges in the market of the customer relationship are growth opportunities for operators contact centers.

Furthermore, many companies externalize as the charges for digital channels are increasing and outsourcing customer relations remains a guarantee of quality and expertise.

In this context, providers are constantly adapting to the environment and the sector of activities of their clients. They are a source of proposals to set up new management processes or develop new tools, always at the service of high-quality customer service.

Europe Assets

In the European sector companies of all types and sizes are turning themselves more and more to contact sector outsourcing. 

To the point that the market in Europe was estimated at 20 billion euros in 2018 and is expected to grow furthermore in the next few years.

Attractiveness by countries

Eastern Europe

Some countries in Europe are more attractive than others. Eastern Europe is a relatively important area where outsourcing activity represents a considerable part of the GDP. 

For example, Romania, which possesses one of the fastest internet in the world, has become one of the most important centers of outsourcing. 

Poland and Bulgaria are very attractive as well in this matter.

Western Europe

Countries like Germany, France and England are representing the largest market. 

With England still being highly attractive despite Brexit. Finance and Banking contributing widely to this matter. Furthermore, the English language being dominant in many countries, as well as many ties due to their colonial past, it is an advantage for business relations.

France is also an important market due to Africa’s French-speaking providers. French being the official language of 29 countries. It is is making the country an especially appealing target market for African providers like Senegal.

Germany is Europe’s largest economy. It is also an interesting market although Businesses are much less willing to outsource to other countries than in the United Kingdom and the Netherlands since companies prefer to conduct business in German than in another language and tend to choose nearshoring instead.

On the contrary, the Dutch are very comfortable with the English language and historically, Dutch businesses have been relatively open to outsourcing. Besides, the Netherlands has Europe’s sixth-highest GDP per capita.

Spain is one other significant European market. Spanish is ranked second in the world’s most spoken languages after Mandarin Chinese and before English. Therefore Spain is a highly attractive market for Latin American firms.

Northern Europe

As for the Nordic countries despite having a smaller market, they are often willing to outsource their call center services. They also have a strong and safe economy. External factors like COVID-19 didn’t affect them as much as other European countries. English is also widely spoken. However as with the other markets it is a benefit to speak the local languages if you are willing to do business with those countries. 

The characteristics of the European call center market

European businesses prefer to outsource services to providers in their own country. When they chose to do it abroad they favor nearshore countries due to the proximity. But also the short time difference, cultural similarities and of course the language.

Moreover, market prices in nearshore countries, particularly within the European Union, are rising. Cost savings continue to be an important reason for European companies to outsource contact center activities to providers in other countries.

The present COVID-19 pandemic is also hastening several general trends.

In consequence contact center services must invest in their business continuity and in building stronger relationships with their customers.

New Challenges 

The COVID-19 pandemic has caused global business disruption in the European call center market, affecting numerous outsourcing providers. 

Companies in Europe have been relocating their contact centre services in-house or to domestic and nearshore providers.

 The implementation of homeworking has accelerated the digital transformation of many contact center service providers, as agents require remote access to platforms.

Furthermore, consumers have accelerated their use of digital channels. 

This was probably due to both the availability of channels such as chats and social media when phone lines were flooded and new familiarity with digital channels as consumers switched to e-commerce during the lockdowns.

The European market for call centre services is, therefore, a strategic market. It provides not only many benefits but also great security and stability. Additionally, it is a growing field since it enables consumer companies to concentrate on their core competencies.

 Furthermore, the field of call center services has become one of the most emblematic sectors of the globalization era. Linked to the outsourcing of corporate activities (outsourcing is worth more than 100 billion dollars per year and is growing by more than 5% according to the BPO index of Cushman & Wakefield), to the development of new technologies and an increasingly multilingual and multicultural environment.

The call center boom in Europe is an illustration of globalization in action. That which transcends borders. Revive the economically stagnant regions. Encourages the free movement of people and services and, not least – creates jobs.

Doing business

How e-commerce call centre services can help your business

Are you having trouble serving all the customers of your e-commerce business? Then e-commerce call centre services can be of great help.

The COVID-19 pandemic has changed almost every aspect of our lives, including our shopping habits. As a result, many customers are resorting to online shopping.

If you run an e-commerce business, you’ve probably already noticed an increase in the number of visitors to your website. But having too much new traffic also brings problems that you may not have seen before.

  • If you receive so many comments and messages per day, how can you respond quickly?
  • If the goal is to maintain an excellent level of customer service across all contact channels, how can you do this without any delays or delays?
  • And how can you make every customer feel valued and cared for?

The answer to those questions might be to adopt e-commerce call centre services.

e-commerce call centre

What are e-commerce call centre services?

They are all-in-one contact centres designed for all e-commerce companies that want to improve their customer service. The main job of these platforms is to allow customer support agents to focus on providing exceptional customer service.

Let’s say your customer support agents spend a lot of time searching multiple files for customers’ personal data or purchase histories. This can frustrate agents, especially if they have to search during calls and customers who have to wait on hold.

A virtual call centre can be the solution to this problem. There is no need to store customer data in multiple files, as an e-commerce contact centre collects and stores all customer data within its database, which can be accessed by any agent instantly.

But the most significant advantage is its flexibility. These e-commerce call centre services are entirely cloud-based, so employees do not need to be in the office to deal with customer queries or problems.

The three biggest customer service challenges in e-commerce

What customers really want from all companies right now, besides low prices, is high-quality customer support. In fact, a large percentage of customers say that the quality of customer service is an essential factor in their purchasing decisions. That excellent customer service encourages them to buy more often and/or spend more money.

Let’s examine the three most common customer service problems in e-commerce and how e-commerce helpdesks can help.

1. Understaffing in your e-commerce business

Customers are becoming increasingly demanding. In addition to responding quickly to their questions or problems, they also expect companies to tailor offers to meet their needs. But e-commerce companies, especially small or new ones, often struggle to handle the increase in orders.

In these cases, agents may not notice new customers’ questions or take a long time to respond to an issue. And because customers now often find similar products on other websites, delays of this type can cause the company to lose that customer.

Virtual contact centre tools can act as an additional “employee” and take over some of the day-to-day tasks of support agents.

But there is another handy function of these systems: when you need more agents to handle calls during peak hours, you can add more people from other departments to the platform to back up your team.

2. Decline in the performance of agents

The more tasks an agent must complete, the less time they have to adequately and efficiently serve their customers. And if they have to use multiple tools to perform those tasks, they have even less time and energy for customers, especially if one of those tools is faulty or slow.
If they could access all the necessary tools on a single platform, wouldn’t it be easier for their agents?


And with e-commerce call centre services, there is no need to manually update customer data in multiple tools or inform other team members of data updates. After adding new customer information or updating the database, the changes are immediately visible in all other tools on the platform. Thus, callers also do not have to explain their problem or request several times.

call centre service

3. Lack of personalisation

In addition to getting a timely response to their questions, customers expect all e-commerce companies to provide personalised services tailored to their needs. This means showing product or service recommendations and offers to customers that match their past purchases, interests, and overall purchase history.

Suppose your agents have all the relevant information about their customers in their dashboards (such as previous purchases, products they have searched for but not bought, or problems they have encountered with support). In that case, they can tailor their approach to make the customer feel special.

Why use e-commerce call centre services? Conclusion

Competition in the e-commerce sector is becoming increasingly fierce, significantly as customer expectations rise. It is not enough to offer the lowest prices in the market to attract customers. It is imperative to offer exceptional customer support.

At Katrium we offer one of the best e-commerce call centre services on the market. Try it and you will see how your business’ customer service and sales increase in quality and quantity.

Implementing e-commerce call centre services in your business can lend a hand in providing top-notch customer care. And since better customer service goes hand in hand with better customer retention and satisfaction, offering the best possible support is definitely worth the effort.