Why You Should Outsource Online Chat Support

We all know how competitive the modern world can be. The majority of companies in North America are always offering more and more benefits to attract the highest possible number of customers. In order to keep ahead of the competition, it is important to provide outstanding support to your clientele. For this reason, sometimes the best option for any business is to outsource parts of their customer service.

 

Today, the quickest way for customers to get in touch with your business and for you to be able to respond to your customers almost instantly, is by offering them the opportunity to connect with a multi-channel support system. If your business’s current support system is not providing such services yet, it is time to rethink the way you handle your customer support.

 

Here is why you should consider outsourcing the services of online chat support.

 

Personalized customer support

 

Professionals who work with online chat support are highly qualified to offer the best experience when it comes to your customers. The live agents are well trained to guarantee the customer’s satisfaction by offering a personalized service to every client. This way, through optimized online conversations aimed at satisfying the clientele, the service not only speeds up the process of handling customer inquiries, but it also contributes to a continuous improvement in customer satisfaction. The public is demanding faster and faster responses from businesses, and online chat is one of the fastest ways to inquire and receive and answer. Online chat support systems then allow you to channel them to other branches of the company if necessary, creating support tickets, or connecting them with your sales department.

 

A boost in online sales

 

The majority of customers consider safety as a concern when purchasing online. For this reason, the presence of an online chat support in your website will certainly provide a considerable boost in your sales by adding a “person” into the process. Qualified personnel will ensure that any prospective clients feel confident enough to place their trust in your organization. The agent will not only handle the consumer’s demands in a professional way, but they will also deal with any technical issues. This in turn will lead to ongoing purchases and an increase in the number of transactions.

 

It measures customer satisfaction

 

One of the most important things to consider in any type of business is the level of satisfaction of the customer. Consequently, receiving regular feedback is absolutely indispensable. However, in order to be able to understand your client’s needs and supply them with a better service if necessary, it is important to count on a platform that can manage the service without being invasive. Automatic feedback prompts at the conclusion of the chat can provide invaluable information about the quality of service of the agent, and other customizable data.

 

For this reason, online chat support is a fantastic way to collect information regarding the satisfaction of your customers. A trained web chat support agent can turn an unpleasant experience into a great one, simply by communicating quickly and increasing the troubleshooting efficiency.

 

It is cost-effective

 

Despite the advantage of connecting to the client in a non-invasive and dynamic way while offering a remarkable personalized service, an outsourced online chat support can be an extremely affordable alternative. This type of service enables one single live agent to communicate with multiple clients at once, providing all the support necessary for a trustworthy interaction.

 

An outsourced online chat support is an excellent method of quickly satisfying customer inquiries, with the added benefits of reducing costs and resources. At KPI Connect we will ensure that your customers will always have the ability to connect with a live professional to handle any situation that arises.

 

 

Reasons to Outsource Recall Planning and Management

Whenever a product is recalled, there are always complications that need to be sorted through in order to have a successful process execution. Effectively managing a product recall requires extensive experience as well as the know-how, training, equipment and technology required in order to see the recall through from beginning to resolution.

It is not unusual to see companies swiftly become overwhelmed by the sheer amount of work required in order to handle a recall, which is one of the main reasons that many organizations choose to outsource recall planning and management.

 

Less Drain on Internal Resources

 

Should an organization decide to handle a recall in-house, it will inevitably lead to a drain on internal resources as staff will be required to juggle the duties of the product recall in addition to their existing duties. This can lead to employee burnout, as well as a deficiency in their overall performance. Then, as a result of the in-efficiency, a downturn in client satisfaction. By opting to outsource recall management and planning, you can keep your staff focused on their day-to-day tasks and keep all other resources focused on maintaining your company’s daily functions.

Training and Expertise Exclusive to Product Recalls

 

Another benefit of outsourcing all duties associated with product recalls is, that you will be working with teams of people who have all the knowledge and skill required to manage every step of the recall process.

 

This includes:

 

Complete and Extensive Planning – When you outsource product recall management, the call center you work with will undertake the considerable task of planning out every step of the recall operation. This includes drafting a feasible timetable, constructing a plan of action from notification to fulfillment, and creating strategies to handle any complications that may arise along the way.

 

Full Call Center Services – The call center you partner with can handle every incoming and outgoing calls related to the product recall. In addition, you will get access to a full suite of administrative and support services, including initial recall notifications to everyone affected by the recall such as consumers, supply chains, and retailers.

 

The Benefits of Outsourcing

 

Attempting to manage and plan a product recall in-house will likely result in a process that is unnecessarily prolonged. The longer it takes to reach fulfillment, the greater the risk for the company in question. A drawn-out recall process can lead to negative exposure, decline in reputation, greater hazards for consumers affected by the recall, and even hefty fines. In order to prevent situations such as these, many organizations choose to outsource all product recall planning and management duties to call centers that are highly specialized, efficient, and reputable.

 

When you hire KPI Connect you will get a company that is fully equipped with the resources your company will need to handle your product recall.

 

 

 

Should You Outsource Customer Complaint Handling?

Nowadays, companies undergo extensive scrutiny and can suffer significant consequences if customer complaints are poorly handled. For this reason, many businesses are unwilling to outsource their complaints management because they do not think that a different company will do the job appropriately. However, outsourcing customer complaints is a great option for many companies.

Complaints handled quickly by experienced agents

If there is a complaint, the customer experience has already been challenged. Adverse consequences, both financial and reputational, could emerge if complaints are managed ineffectively. Complaints must be resolved quickly, carefully and objectively. Because of this, the complaints department in any company needs to have the proper systems, skilled agents, sound management and insightful processes for reporting.

With so much at stake, some honest consideration of internal abilities must be undertaken in order to choose the best solution. Decision-makers need to analyze both the current performance regarding customer complaint handling within the company and the outsourcer’s capabilities.

There are many different reasons why companies decide to outsource their complaint handling:

  • Internal processes do not always have accountability – When internal processes do not have sufficient control, this situation can result in crucial actions falling through the cracks and or the next step in resolving the issue is missed.
  • Internally created systems can have flaws – These flaws may not be noticed until restrictions are shown and unexpected requests indicate that improvements have to be made.
  • Insufficient staff – As a consequence of considerable growth in complaint volumes, the number of skilled employees to handle these types of calls could be scarce, and this could mean more dissatisfied customers because their complaints are not being handled properly.

When such challenges exist internally, choosing an outsourcing agency that is already well established in customer complaints is a good idea. Partnering with an experienced company that has the volume of employees required to invest heavily in developing complaint handling systems could substantially reduce workload and resource requirements.

Some businesses may currently already have a complaint handling department, so these companies may only consider outsourcing to maintain high standards during peak periods or to help reduce costs.

Whatever the reason for outsourcing the process of complaint handling, the secret to overall success is selecting a partner that shares common objectives with your business. The outsourcer has to offer a management team you can trust and work with in order to positively enhance your reputation and brand.

KPI Connect has highly experienced complaint professionals that work on behalf of a number of clients, including well-known brands. Our agents are dedicated, highly skilled and culturally aligned. They are capable of dealing with an extensive range of complaints, from expressions of dissatisfaction to executive complaints. KPI Connect ensures that the right action is taken at the right time and prioritizes complaints.

Contact us today to improve exponentially your customer complaint management systems and to enhance your reputation in a positive way.

How Outsourcing Appointment Scheduling Can Assist Your Organization

A crucial part of the foundation for a successful business is appointment scheduling. Being able to set appointments quickly and accurately is a basic need with large businesses, smaller organizations and start-ups. For increased effectiveness, many companies look into taking it one step further by outsourcing their appointment scheduling, a decision which proves beneficial in a number of different ways.

 

No Diversion of Internal Resources

 

Keeping the task of appointment scheduling in house may seem like a sound decision, but it is actually diverting your internal resources. Your staff will be taking time away from their day to day duties of running your business. This is not an efficient use of time and can be detrimental to your company’s ability to maintain satisfaction with current clientele. Outsourcing appointment scheduling frees up your internal sales and front desk team, which in turn will lead to higher productivity. Increased customer satisfaction is another benefit of outsourcing, as your staff will be able to respond more promptly to inquiries and problems.

 

A Cost-Effective Approach

 

Deciding to partner with a call center to outsource appointment scheduling is a far more cost-effective decision compared to the internal alternative. There is no need to purchase any of the technology or equipment required for outbound appointment calling. What’s more, an outsourcing company will oversee its own staff, meaning that you do not have to worry about the additional costs of management.

 

Follow-up and Educating

 

An outsourcing partner, such as KPI Connect, will also have trained, educated and experienced staff that can perform cold calls, which means that they will be ready to touch base with your clients in a reliable and positive manner.

 

Extended Hours Availability

 

In the world of business, being available outside if the standard 8:00 AM to 5:00 PM work day is essential. By choosing to outsource appointment scheduling, you will be able to set a wider number of hours of availability, helping to ensure that your clients will be able to speak to an agent. This kind of access is very difficult to achieve in an internal setting as you will need more staff or cause the efficiency of your staff to lessen by diverting them from their existing clients.

 

Automated Reminders

 

If your company relies on appointments with clients, automated reminders are another benefit of outsourcing an appointment scheduling service. Instead of your internal team having to schedule and keep track of making reminder calls, the call center you outsource with will handle them all. This ensures timeliness and reliability, which are both things your clients will appreciate.

Varied and Focused Skills

 

Appointment scheduling call centers have trained specialists that can provide your business with additional areas of expertise such as:

  • Problem negotiation and resolution
  • Follow-up calling
  • Providing information and educating clients on the nature of your business
  • Providing in-depth explanation of products and services

 

Outsourcing Appointment Scheduling Services

 

At KPI Connect, we have over 17 years of experience that will prove an asset regarding your appointment scheduling needs. All of our agents have the extensive knowledge and training they need in order to handle your requirements. We will take on the task of managing appointment scheduling so that your business can focus on building and growing your business.

Customer Satisfaction Survey Benefits

There is no doubt that a successful business is the dream of any entrepreneur in North America. The easiest way to make that dream come true is to ensure that the customer is totally satisfied with your product or brand. The most successful companies are those who give their clients the opportunity to speak aloud, they listen to the complaints and they always try to improve their services based on the customer’s opinions.

 

Advantages

 

There are many advantages that a customer satisfaction survey can provide to small business, from pointing out the opinion of the consumer, to allowing them to suggest improvements for the brand or product. The customer satisfaction survey is the easiest way to invite the customer to get closer to the company. That way, the client will feel important to the organization and consequently, they will be more comfortable expressing their opinions and suggestions.

 

Feedback

 

The feedback provided by the consumers on customer surveys is absolutely valuable for any business. It is not always possible to know about all of the requests made by the company’s public without letting them speak about it. Customer surveys should be designed to influence the client to give their honest impression about a specific product, which helps in the optimization process of the brand.

 

Listening and Understanding the client’s needs

 

Every customer has the right to express his or her own opinion and not everyone thinks the same way. However, a customer survey can allow the clientele to point out whether they are satisfied with the company’s services or not.

In addition, the company needs to provide the right questions in order to obtain the best results from the survey. It is not only important to ask, but it is also essential to understand the responses. The company needs to ensure that all the departments are aware of the customer’s feedback and requests, that way they can work together to generate improvements.

 

Customer Retention

 

The results of customer surveys can cause a huge impact on a business, and this depends on the way they are conducted. If the consumer requests are not respected, they might try to find other companies that will fulfill their needs.

According to a study published in the Harvard Business Review (1), there are three zones to measure customer loyalty or retention. They consist in the zone of affection, the zone of indifference and the zone of defection. The research suggests that to conquer the zone of customer’s loyalty, the company has to achieve the other three zones first.

 

Conclusion

 

In order to achieve good results, it is extremely important to compare the answers of the customers. Different customers will give different answers, especially if the company conducts the same survey more than once. The questions might be the same, but the answers always tend to be distinct. It is essential to compare the answers for the same question on different periods, that way it will be easier to achieve better results and ensure that the company is making progress.

Here at KPI Connect we know how important it is to have all the information that your company needs to ensure your customers are heard. We help you by conducting customer surveys and will provide you with the data so that you can be more efficient for your customers. Contact KPI Connect today to start building a better business.

The Value of Customer Complaint Investigation

Every company in North America wants to satisfy their clients, and one of the easiest ways to achieve this goal is to improve their products and services. The investigation of customer complaints will help the company solve problems involved with their products and discover unforeseen ones. The process of investigation must include as many details as possible in order to obtain sufficient information from the clients. To achieve this goal, the company can follow a simple six-step strategy developed to help investigate customer complaints.

 

Step 1 – Listen and understand the customer complaint

 

It is simple to find the source of the problem with a product if you carefully listen to the complaint of a client. Sometimes it is something obvious, but you will only know if you pay attention to what your customer has to say. Try to understand their point of view and that will help you fix the problem faster. If you can clarify and solve the issue right away, make sure to let the client know that you did so.

 

Step 2 – Investigate and gather information

 

Obtain information about the product in question, such as the processes and policies involved. Gather as many details as you can from the customers and record all the information in your feedback system. Ensure that you share the details of every complaint with the proper departments of the company, that way you can ensure that appropriate measures are taken.

Pay attention not only to the customer’s opinions but also to the comments made by employees regarding the feedback. Clarify all the information you provide the client, ensuring that you do not promise unachievable goals.

 

Step 3 – Fix the mistakes

 

The process of investigation will help you find out about the problems involved with any product. Touch base with the customer during the process, and be sure to get updates you can use in your favor. Contact the departments involved with the mistake, as well as all the third parties involved. Find definitive solutions and identify what the best solution is so the problem does not happen again.

 

Step 4 – Involve the customers and certify that they are satisfied

 

Apologize to the customer for any inconvenience with the company’s services or products. If necessary, give a refund to the client or make a goodwill gesture. Ask for suggestions on how to improve the customer support and confirm that you understand all the requests and proposals.

 

Step 5 – Follow up

 

Stay updated with the answers and requests provided by the consumers. Analyze each request and let the customer know you appreciate their feedback, and will take these things into consideration.

 

Step 6 – Be responsible

 

Inbound Sales Contact Center.A professional attitude is crucial when referring to the client, demonstrate your ethics by reassuring your commitment with the customer’s satisfaction. Provide high quality responses to the consumers. Proofread and edit communications before submitting them, that way you will deliver trust and professionalism in your words. Every client wants to feel supported by the company in order to be loyal. Therefore, providing a reliable service and paying attention to the customer needs is the key to becoming successful.

This is why at KPI Connect we offer Customer Complaint Investigation services as we value the companies we work with to ensure that their customer’s needs are being met every step of the way. We are able to help your customers with any issues or concerns they may have in an efficient manner, even during hours that your company may not be available.