Despite the whole bunch of reasons why mushrooming startups should go for outsourcing, some uncertainty is still emerging every time you start thinking of the third party involved. Thus, the best way to weigh the pros and cons of an outsourced customer support is to find out about the experience of others.
Next, let’s discover several examples of famous startup companies which have once decided to implement customer support outsourcing into their business.
Google’s outsourced customer support success
It’s hard to believe that Google had initially started its way to success with only 60 people employed. While growing into a giant empire, the company has faced some serious customer service issues.
The salvation came in 2011, when Francoise Brougher, former Google senior executive launched an outsourcing customer support organization which processed calls and collected valuable data from more 60 countries, which ultimately led to significant improvements in customer care. As Brougher said, “People like to talk”.
Nowadays, Google addresses numerous functions to outsource, so as such corporate behemoths as Apple, IBM, eBay, etc.
Clearwire’s attempt to escape crisis
Clearwire is a great example of how outsourcing help dealing with financial crisis. The company was struggling with financial issues and searching for a way to reduce operating costs. As a result, telecommunication giant outsourced 700 employees providing customer care to TeleTech Holdings, which helped Clearwire to keep the power for a few more years, until in 2013 it was ultimately acquired by another broadband and mobile service provider, Sprint Corporation.
IBM BPO Services purchased by Synnex
Technological innovations continue to conquer the world and caused major transformations in customer experience. No wonder one of the world’s leaders took an advantage of it when created their famous worldwide IBM BPO organization, and in 2013 sold it to another software company for $505 million.
As a result, Synnex (an acquiring company) got outsourced highly-skilled global customer care integrated with Concentrix, which has become an IBM strategic business partner.
According to the recent insight by National Outsourcing Company, 23% of respondents outsource for improving customer experience and 17% go through a transition from IT development to IT as a service, which proves that outsourcing is not only about reducing expenses.
Researches conducted by Deloitte show that the number of omni-channel outsourcing centers continue to grow and has reached 51% by 2017. This fact proves, that in the world of on-demand economy outsourcing has become an integral part of today’s reality – it helps you increase customer satisfaction, it’s cost-effective, it uses AI and machine learning, etc.
If you’re struggling with financial issues, it can be used as a good temporary decision, however, it doesn’t mean that all your problems will be solved. Plus, if you decided to outsource customer support, you need to find a contractor who strives for your success as fiercely as you do; otherwise, it’s a waste of both time and money.
Here, in WOW 24-7, we are constantly focused on self- improvement to deliver wow customer experience. We train our agents to stay committed and enthusiastic and encourage them to perform their duties with positive energy and passion.
We offer the following solutions:
General and technical customer support
SMM Content Moderation
Data Entry Servicing
And many other…
Having more than 12 years of successful customer care experience, we believe that customer-centric approach, passion for innovations and desire to support our clients goals make us a reliable partner.
Want to find out more about our services or values? Don’t hesitate! Feel free to ask questions and get qualified answers to all of them.
Thanks, technology world, chatbots became a mainstream.
Anytime you decide to make a call in order to have an access to any business services, chances are high that you may be greeted by automated software, designed to assist you to access the service. This is an aspect that is gaining prominence in the 21st century.
A chatbot is a technological program that has been designed to automatically answer your queries, in case you want to benefit from the services of a business organization. It is one of the new waves of communication that large multinational companies such as Uber are taking advantage of the technology to provide customer support services.
Uber uses the chatbot technology for purposes of fielding questions to customers and providing an answer to any of their inquiries. Moreover, these automated communication technologies are also programmed to refer a customer for human support services, in case their concerns are not addressed. Moreover, these automated communication devices are becoming popular because it is easy to use them when compared to a phone system that is computerized. Programmed phone systems are not able to understand the basic aspects or needs of a customer.
What the Statistics Say:
The use of chatbot technology to provide customer satisfaction is on an increase and is supported by 44% of American customers; this is according to BI Intelligence. One of the major reasons for this support is because of the capability of the technology to provide an instant answer to the questions that a customer asks. This helps in saving time and avoids unnecessary delays for an answer to a simple question that has been asked by a customer. On this basis, business organizations are willing to invest more in the technology, with the belief that it will lead to customer satisfaction.
In fact, statistics indicate that the market for automated chatbot technology is set to increase by 2021 to about $ 3.2 billion. As of 2016, the chatbot market had a capitalization of $ 703 million. This statistics indicates the popularity of the technology. Apart from helping to create customer loyalty, business organizations believe that the integration of chatbot technology in their system will result in cost-saving measures. According to BI Intelligence, the use of chatbot automated technology has the capability of helping American business organizations to save $ 23 billion. This is because it reduces the number of salaries paid to workers.
Not Good Enough
Despite the popularity of chatbot technology, it is not good enough for customer relations, and it cannot effectively replace the role of humans in the provision of customer care services.
In some special circumstances, customers normally want to feel human concerns and opinions about the services provided. On this basis, over-reliance on chatbot technology may negatively affect the quality of customer care support service offered by the company. This will ultimately break your customer care services.
Well, here are some of the ways that can prevent you from breaking your customer care support services:
Do not overuse your chatbot technology: This is a key requirement for you, in case you do not want to break your customer care support service. Use the technology in providing simple and direct answers to the customer. However, when the customer needs complex and detailed answers to their questions, allow the technology to direct them to a support agent. Outsourcing customer support service is one of the best ways that will ensure you do not over-rely on the chatbot technology. You can rely on WOW24-7for your customer care needs.
Know your Customers: It is very important to know the various needs of your customers, before deciding to use chatbot technology to serve them. Some customers prefer a human touch when interacting with your company. Make it an option when deciding to use technology for purposes of providing customer care services. You will be surprised at the results.
Sharing of useful information: Always seek to empower your customers. You can achieve this objective by sharing with some sources of useful information about your company. This includes blogs, social media pages, company websites, etc. This initiative may help in solving the various needs of customers. Try sharing useful information with your customers, and you will be surprised with the results.
Support your employees: How motivated your customer care support staff, will determine the quality of service they offer. Come up with good motivational policies to support your employees. They will reciprocate with quality and innovative service offered to your customers.
Well, we are done talking about business and chatbots. Despite their importance to a business organization, it is important that you should not overly on the chatbot technology. It may mess up the quality of customer care support service you offer. Always ensure that you use a mixture of chatbot technology and human customer care support services when dealing with your customers.
Want to provide effective customer support? You can do this with ease! But only if you have qualified employees who are proficient enough to deliver wow support experience. And it really matters as customer care have an enormous influence on a public image of your brand.
The statistics show that 70% of customers abandon a company due to low-quality service.
Customer support representatives are the face of the company. Hiring the best agents equipped to work directly with the customers is crucial for your business growth. But finding talented candidates is easier said than done. Especially, if you want to recruit outsourcing customer agent/company.
In this article, we’ve gathered some tips on how to select the best experts for this role. Let’s discuss how to hire customer service representative and what characteristics are important to consider.
How to hire customer support agents: what takes into account
What are the main responsibilities of support representatives? To be the face of your brand and increase customers loyalty. But there still are businesses that pass by the importance of hiring expert employees.
The business life is too fast-paced, and the positions need to be filled right away. As a result, the phones get answered by unqualified agents. In fact, it’s better to leave this call unanswered than to let incompetent support representative respond to it incorrectly.
Selecting a perfect candidate for this position is like looking for a needle in a haystack. Thus, we’ve created this article to help you find out how to hire customer support agents. First of all, you should set some criteria to narrow down the pool of candidates. Here’s what to take into account:
Professional background. Your potential employee should have experience of working at customer service. It can include anything from answering calls to servicing customers at the shopping space.
Skills. Even for an entry-level job, you need to hire a person with some essential customer service skills such as diligence, politeness, understanding of your specific industry, interpersonal skills, etc. What is more, customer support representative must be able to provide support on various channels including phone, live chat, email and social media.
Personal traits. To find someone who can take care of your clients in the best possible way, hire polite, empathetic, hard-working person. A potential agent has to be interested in your brand and fit in with your team.
Positive attitude. This characteristic may sound obvious, but it’s crucial to anyone working in customer support. A representative of your brand has no right to complain to clients about their problems or bad days. In fact, agents must convince a customer that your company can fix any problem, no matter what.
Enthusiasm. Are the candidates just searching for a new job or do they really want to work for your company? There’s nothing bad about a person who just wants to land a job. But between an apathetic agent with more experience and someone less qualified who would be excited to join your team, the choice is obvious.
To make sure that the potential candidates or members of outsourced customer service are a great cultural fit with your company, you should see whether they capable of doing the actual job or not. The most effective way to do this is giving them a test job.
When it comes to customer service outsourcing, sometimes it can be the best approach to organizing your support. For companies with a seasonal operation, support capacity can vary enormously during the year. In this case, choosing an outsourced company that offers compelling customer care using the latest innovative tools is a wise decision. Especially, when you aim to get a solid support team at the reasonable price and have no time for a long-run hiring process.
The selection of the best candidates, conducting interviews and providing organizational socialization can take a lot of time. Experienced outsource customer support allows to manage the work of the client care without over-hiring or letting agents go in the low season.
What is outsourced customer service and how to find a perfect one
Choosing the best of the best is only a beginning of a long way to an ideal customer support representative. The selected candidate needs to be trained, onboarded, coached, and inspired to deliver powerful customer care. Fortunately, you can outsource customer support to a reliable team that will represent the values of your brand and always make the customer their highest priority.
Business process outsourcing is a large-scale industry that makes $135 billion profit a year. Customer support outsourcing is just one of the various types of work which can be outsourced. If there is a task that can be done much better by a third party, or your business doesn’t have the required number of team members to cope with it right away, outsourcing can come in handy and become a cost-effective solution.
8 tips to choose outsource customer support company
So what is outsourced customer service? It doesn’t always mean cheap out-of-date call center. Modern outsourcing customer services fully integrate online, mobile and landline communications. It can become flexible extensions of your own team or your faithful remote partner.
It’s not a secret that providing wow customer experience is a huge part of your company’s success. So if you’re considering hiring a suitable outsource customer service, it’s significant to do it well. And here are some tips on how to choose a qualified team and outsource support successfully:
Outsourcing is not just about cutting costs. It’s also about completing tasks efficiently and maximizing workforce flexibility. Hiring outsource customer support company is one of the most significant business trends, and there are a lot of services that help you ride the wave. Just choose the right one wisely!
It is a common thing for established companies in the FinTech industry to outsource their work. By the reason of, they have experienced the numerous benefits of outsourcing work to professional companies that render the service.
According to the survey conducted by Deloitte, more than 44% of FinTech companies outsourced their processes in 2016, and 36% of them were going to proceed with outsourcing.
In fact, business subcontracting is an aspect that FinTech startups must learn from these established companies.
Outsourcing excess work to companies such as WOW24-7 is beneficial to a FinTech company because it will improve their effectiveness in serving the needs of their customers. A business organization exists for purposes of providing satisfactory services to their customers and meeting their needs. It is only upon meeting the needs of customers that a FinTech company will manage to make profits.
Nevertheless, FinTech startup companies are always reluctant to outsource their technology work. This is a practice that is hurting the new FinTech companies. When you look at such a situation economically, it is unacceptable. This is because it is expensive to build in-house technologies from scratch. However, when you outsource your technology, you will save the operational costs your new Fintech Company will incur, and you will manage to complete your excess work faster and more efficient.
Well, here are some reasons that should motivate you to outsource your tech work:
Too Much Work But Limited Time
When you are faced with too much work, don’t you think it’s time to outsource some of them? Having too much work is a desirable outcome. It is an indication that your business is growing, and your strategies are working out. However, it can also become a curse. It is a curse if your FinTech Company is not able to get the work done.
If you do experience such a scenario, you will lose the trust of your customers. It is better for your company to outsource some of your work, or to employ other people to help you. You will save time, and be more efficient in the services that your company renders to its customers.
Cost, enabling core business functions, and solving capacity issues are primary drivers to outsource. Leading practice organizations use outsourcing to drive transformational change and improve business results. Deloitte, 2016
47% of companies believe that outsourcing solves capacity issues.
When you outsource your FinTech work to the right service provider, your organization will increase its efficiency in developing and using technologies. Companies that allow you to outsource your work to them have the resources, skill and the capability of transforming your ideas into the product that you want. They have some of the most experienced tech developers, who can develop tech products from scratch, or improve your already developed technologies. Moreover, you are not limited to outsource only technology products.
Some FinTech companies are known for outsourcing customer support services. Obviously, the way you interact with your customers determines how loyal they will be to your company, and whether they will be satisfied with the services offered. Outsource your customer support services to professional companies, for quality and efficient services.
57% of companies believe that outsourcing enables focus on the core business. 17% believe that it manages business environments.
Well, engaging in the business activity is all about seeking to make profits. This is one of the main motivations of starting a FinTech company.
Thus, without cost savings, you cannot make a profit. When you outsource your work, there are a number of operational costs you will save. This includes training, hiring, payroll costs, etc. These costs will definitely increase the operational expenses of a company, and this result in decreased revenues. Therefore, the solution to cost reduction is to outsource some of your work. In fact, when you outsource your work, you will have the benefit of accessing some of the best technology developers, at affordable prices.
59% of companies believe that outsourcing is cost cutting tool.
Financial technology companies must be agile to survive in their industry. Agility is the ability of a company to respond quickly to various changes in the demands of demands of their industry. To achieve efficiency in this area, FinTech companies have to outsource their work.
21% use outsourcing to speed up an ability to integrate new organizations.
In times of high labor turnover, FinTech companies that have outsourced some of their work are safe. Note that, during times of high labor turnover, FinTech companies normally experience uncertainty and inconsistency. Well, when a Fintech company outsources its excess work, it is protected from the uncertainties that are caused by a high labor turnover. It is, therefore, one of the best risk management policies an organization can initiate.
Whether to outsource your work or not, depends on the amount of work your business has. Nonetheless, Fintech companies will definitely benefit, if they decide to hire other organizations to help with their excess work. In fact, it is advisable to outsource some of the non-essential work a FinTech company has, so that it may concentrate on its core activity or domain of operation.
So, if you are in FinTech, do not hesitate and outsource your processes to the company with 12+ years of experience in customer support, virtual assistance, data entry services – WOW24-7.
If nominating blockchain as a short-term bubble, you’ll have to eat your words, cause now it is more than just a gateway drug trend.
We consider 2018 to be the intrinsic blockchain development year, like the 90s with the Internet and dotcom booms, like “frenzy” AI in 2016, and like 2017 – skyrocket time for Bitcoin and Ethereum.
Entrepreneurs and large corporations don’t play a waiting game with blockchain and cryptocurrencies because they don’t want to fail in keeping up with unlimited technological possibilities.
71% of business leaders who are actively using blockchain believe it plays a key role in advancing the technology, suggesting widespread support for industry standards.
Why should you consider it for your business?
The 2017 crowdfunding process was obstructed by ICOs.
Many of blockchain-based startups like Bancor, Tezos, and EOS became successful ICOs and raised millions of dollars.
Blockchain technology becomes helping hand in humanitarian applications. In 2017 the World Food Program employed Ethereum to donate 1.4 million food vouchers to 10,500 Syrian refugees in Jordan showing how database efficiency can help the most vulnerable.
In 2018 the blockchain ecosystem will change the way of understanding of an educational process.
We will demand innovations in educational programs.
Blockchain is the growing trend in self-sovereign identity solution.
Blockchain boosts crypto economic layer to software engineering. From now you will be able to monetize your open source work.
A new wave of blockchain-based apps emerges.
We live in the digital era which changes every day. Undoubtedly, many of your customers and other clients use/will use cryptocurrency for different purposes. They deal with different types of currency and with more than 500 cryptocurrency exchanges throughout the world.
If you want to be an up-to-date entrepreneur and hold all the aces in the niche of your industry, you should be aware of some struggling points of cryptocurrency and exchanges.
Let’s reveal all the problems of implementation cryptocurrency technologies into business and find solutions to predict and overcome them.
Payment Methods and Longtime Transactions
Digital era requires applicable payment methods for users. If you are blockchain startup and besides fiat money, you decide to use cryptocurrency, you should make a huge research in payment methods and exchanges.
Make a list of FAQ for yourself:
What payment methods will be OK for my users?
What is the most convenient cryptocurrency exchange for my business?
What payment methods are available on the exchange?
What is the average time of getting an approval for the transaction?
What is the response time of cryptocurrency exchange support team?
What channels of communication do they support?
If the chosen exchange has limited payment options it may not be good for you and your customers.
Some of the exchanges become an irritation source for customers because of longtime currency transactions. To avoid it consider please the reputation level of chosen exchange.
Using your credit card for purchasing cryptocurrency requires ID verification. The majority of cryptocurrency platforms in the US and the UK requires ID verification in order to gain trust, protect all kind of scam and money laundering, and to make clear deposits & withdrawals. For your customers, the verification process is sometimes painful because nobody wants to wait days or weeks in order to get the approval.
However, it does not mean that all of the exchanges don’t have room to remain anonymous. You can find out the exchange which requires ID verification only for specific transactions.
Certain exchanges are applicable only in certain countries. Make sure that crypto purchase and sale transactions in your exchange are accessible and suitable for your target customers.
Fees and Exchange Rates
Before joining cryptocurrency exchanges make sure you know all the information about deposit, transaction and withdrawal fees, because they can differ like rates.
This is the high-priority point. If you are going to thrive while using blockchain and cryptocurrency, you should be aware of several facts: the reputation of exchange and applied cryptocurrencies, customer support solutions, presence in social media, mobile app.
– Presence in social media and announcement about an implementation of crypto innovations into your business will work for you as a word-of-mouth marketing.
– Mobile app with making crypto-transactions accessible for your users will be also your vested interest.
For most of the cryptocurrency exchange, customer support becomes an Achilles heel. Some of them use only email channel for support, they are slow and disregard all the customers’ requests. Another source of pain for customers is that the bulk of exchanges use chatbots which don’t have enough competency to efficiently resolve all the questions, they do not feel human.
You know, customer service is the core process in every business which ensures customer satisfaction level, customer acquisition, and retention, influences reply rate and other processes. Make sure your customer care department will be able to assist your users.
In case you do not have an in-house customer service, or time to build and monitor it, outsourcing will help you to bear fruits. Outsourcing offers businesses various benefits, you can read about them in our article: How startups benefit from outsourced services?
For about 12 years, WOW24-7 has been offering multilingual customer services globally and creating customized solutions to solve any problem related to customer care. Our primary clients are owners of small and medium-sized companies who want to facilitate their business development and lower operations costs.
While other services offer standard models of customer support, our company always creates the most effective strategies exclusively for every client. Besides, we make every effort to match the industry-specific needs of your business. Whether you work in the sphere of the blockchain, e-commerce, startups, or gaming, we have qualified specialists to handle front office as well as back office of your company.