Guiding your consumers
Posted on: February 1, 2012
Tags: bpo, business, business process outsourcing, contact center, customer service, Outsourcing, Small Business, telemarketing, telesales
One of the biggest frustrations of any consumer is purchasing or acquiring a service but not fully utilizing its features. It could be anything, a new computer, a new business solution software, or whatever else; if it's not working according to their envisioned use for it, then they would certainly get frustrated.
Sometimes the issue is with the product themselves. They could have received defective items or things that were really incompatible with their existing systems. However, most of the time, it is simply the customers not being able to appropriate the product they received to the way they want to use it.
Of course, unfortunate as it may seem, the usual mindset would be to blame the company that provided such a service. They would call and blame and ask for refunds for “useless” items. This fact makes it highly important to have trained staff that can easily handle such customers.
When people call customer services, many immediately think of scripted responses and all the basic troubleshooting tips. While some of these may work, they are generally inadequate when it comes to actually solve big problems that people encounter regarding the product they purchase. This adds to the frustration as the customers begin to think that they are given the runaround and are left.
One of the ways or solutions to this is to outsource such a service to other companies. There are already various companies that have trained staff that can be easily taught how to operate a product or a service that a certain company is offering.
With the training and competency that outsourced customer service provides, the company lowers unsatisfied clients' risk. Having fewer unsatisfied customers gives a good reputation for the company and helps provide a premium benefit of using their products. Now customers would not simply be frustrated, but they would know that they have an option to call and get the support that they need.
To know more about our outsourced customer support services, contact us by calling 630-362-1908 or by filling up our contact form, and we’ll get back to you as soon as it is humanly possible.