Office supplies

How a Building Supply Company Benefits from Outsourced Customer Service

Building supply companies are using new features and gimmicks, making the industry competitive. Maintaining a standard of quality customer service and working to guarantee that your customers receive a high level of service every day, is hard when employees have other tasks to focus on. However, how you treat your customers is important to set your company apart from others.

One way you can provide better service for your customer is with outsourcing customer service calls.

Benefit of Good Customer Service

According to the Help Scout website, 58% of American consumers will switch companies because of poor customer service.

Building supply companies thrive when customers feel they are receiving good service. Often, even if another company offers a lower price, loyal customers keep coming to one store for their building supplies because of the treatment.

There is no secret that a lot of business in building supply stores comes from word of mouth. If one customer has had a good experience, they will return and bring their friends as well.

Why Outsource Customer Service?

Outsource vs. In-house

Here is where outsourcing comes in. Handing off your customer service calls to someone else when you have worked for years to develop your customer relations may feel contradictory. However, call center employees like those in KPI Connect are trained to handle customer complaints and questions specifically on the phone.

The call center can protect your brand by learning how you interact with your customers, what to say and what not to, in order to become excellent extensions of your business.

Associates in a call center can help provide you with more loyal customers. They know how to solve a customer’s problems over the phone quickly and precisely in a friendly manner. They can eliminate hold times and give your clients extra attention. Your cashier likely does not have time to ring people up and call someone back to check if their problems were resolved.

Call center associates can give those callbacks. Customers feel that the company has gone the extra mile to make sure they are satisfied, and everyone leaves happier.

Customer Surveys

Not only can outsourcing provide better customer satisfaction results, call centers can prove the results to you. By conducting customer satisfaction surveys and supplying you with detailed analytics, call centers can assure you that they are getting results that you will be happy with. Even without these reports, you can look around your store and see the results of customers who feel they have received a high level of customer service.

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Without having to answer the phones, your employees will have a less burdensome and stressful workload, which will make them happier to be there. This also means that they will be more likely to provide better customer service when face-to-face with your customers. In the end, what is more important than happy employees and happy customers?

Call KPI Connect to see how we can help your building supply company have top quality customer service today!

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Why Outsourcing Your Loyalty Reward Program Support Makes Sense

Just about any business owner or manager has an understanding that gaining customers is very difficult. They also know that keeping them is even harder. That is where a loyalty reward program can make a big impact.

According to MaCorr Research, 6 percent of Canadians change where they shop to get reward points. The program can bring in new customers looking for that added bonus of doing business. Moreover, it can retain those customers with incentives they enjoy.

However, running your loyalty reward program can be a daunting task, especially when you are already running your business operations. That is why outsourcing your loyalty reward program makes perfect sense.

There to Respond to Customers

While your staff goes about their daily business, customers may be contacting you with questions about your loyalty reward program, or redemption of their benefits. That can take valuable time and effort away from regular business duties.

By outsourcing those obligations, you can have a dedicated team of professionals ready to handle that inflow of calls or emails so you do not have to. On your end, it is business as usual. As far as the customers are concerned, they have a seamless outlet that specifically manages their loyalty reward program issues.

Strengthening the Customer Bonds

Because your loyal customers are receiving prompt attention from reliable professionals, your business can thrive in two ways:

  • You will be free to continue pushing your business forward without the distraction of dealing with incentive programs. With that managed for you, the focus can stay on your work.
  • Satisfied customers will have the great experience they are looking for from your company. They will want to return not only for more loyalty rewards, but for the excellent service too.

Your loyal customers can be engaged immediately rather than waiting on hold for a long time or waiting for a response. They will feel gratified and appreciated instantly, which can only set a good impression for your business.

Global Appeal

Every business starts out locally, but a customer loyalty program can move your business to a new frontier. That means different cultures and languages to deal with. Your internal team may not be able to handle such an inflow, but the right outsourced specialist can give you the quality service you want for your customer base in multiple languages.

Imagine keeping your customers happy in their native language instead of trying to communicate in yours and ending up with misunderstandings.

As you can see, outsourcing your loyalty reward program has great advantages that can keep your business operating smoothly. But it can also allow you to continue growing your business through efficiency and dedication to keeping your customers happy and returning. You can have all this without adding any extra workloads on your staff. Trust the professionals with your loyalty reward program and watch your business soar.

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Good and Bad Customer Service Trends

New customer service trends emerge all the time because everyone is looking to improve their company’s customer service. Your customers are the lifeblood of your company, so adopting new customer service techniques and mediums can vastly benefit your company. However, just because they are trending does not mean that all of these techniques are effective. Here is a look at both good and bad customer service trends.

Good Service Trends

Text Messages

Studies and surveys show that most customers prefer a text response. They are great for communicating with customers quickly, with little to no hold time. The only real caveat is that your responses have to be precise and accurate. Your customer service agents will need to be highly trained in order to think and solve problems quickly.

Rapid Response Times

Customers are getting used to customer service responses that are nearly instantaneous, and they come to expect it out of every company. So, no matter which medium you use for customer service responses, the faster your response times are the happier customers will be.

Social Media Outreach

More and more customers are reaching out to companies through social media. It is usually one of the fastest ways to get in contact with a company, and people are taking advantage of it. You are missing out if you are not responding to customer service inquiries on your social media, because companies that are responding publicly are getting a lot of customer satisfaction because of it.

Follow Ups

Customers do not like to think that you solved their problem and then forgot about them. So, a follow-up contact to check in and make sure they are not still encountering a problem can go a long way towards increasing a customer’s satisfaction level. Follow-ups can be done in the form of phone calls, emails, texts, etc., so they are pretty easy to implement.

Scheduling Apps

In this fast-paced world, customers do not want to wait on hold to schedule an appointment. It is far simpler for customers to schedule the appointments themselves. You can implement this system in a couple of different ways: you could add a section on your website for DIY scheduling, or you could use an app like Schedulista.

FAQ Videos

Customers tend to like to solve their problems themselves before breaking down and calling customer service. So, having a large list of FAQs is a great way for customers to troubleshoot. However, they like “how to” videos even more. Short videos that explain how to use features or fix common problems give your customer step-by-step instructions, along with visuals. It is easy to upload such videos to YouTube.

Bad Service Trends

Negative Online Contacts

Just because celebrities get into arguments with their followers online does not mean that your business can afford to. Anyone who represents your company should maintain a positive online presence. Treating a customer badly in such a public way can have a drastically negative effect on your company.

Using Only Facebook

People are turning away from Facebook as more types of social media sites and apps are emerging. So, if your only social media presence is on Facebook you are missing out on a large customer base.

Exclusively Telephone Customer Service Support

Customers are evolving to use new technologies, and we now have other ways that they can contact us. Text, chat, and email customer service make up a lot of customer service contact volume today. If you are only using telephone customer service support, you are really missing out.

If you are looking for another way to improve customer satisfaction, you can always outsource your product support. This is the age of the informed consumer. They can see a good business when they see that others like it too. So, when you treat them well they are good at writing rave reviews online. If you provide good, fast customer service, not only will your customers be happy, they will sing your praises to others. Since the majority of people now rely on the reviews of a business to make decisions on which company they will choose, a great review will hopefully result in even more customers.

Someone on a laptop

Why Proper Customer Service Email Communication is Important

Email communication is important for customer service. There are a lot of email scripts and templates out there. They are pretty easy to find, and all you have to do is copy and paste to use them. Sure, they are a quick way to communicate with your customers. However, scripted email responses are not the most effective way to communicate with your customers or handle their inquiries. 

Email

If a customer receives a scripted response, they may call customer service later. Anyone working in customer service can tell you that a customer upset before contact has the potential for a negative outcome. For example, they can leave poor reviews, act rudely towards employees, or find a new company to give their business to. This article will help you avoid unhappy customers, gain satisfied clients, and teach you how to give an enjoyable customer service experience.

Problems with Scripts

Have you received a poorly scripted email from customer service? Most likely, you have. A typical scripted customer service email is quite basic:

“Hi, <<customer’s first name>>, Thank you for contacting the XXXX”.

Then, the email usually goes on to give the customer service team’s hours and days of operation.

There are a few problems with this type of email, and you can sense them as you are reading it. The whole thing feels robotic and computerized. Worse still, the email points out that nothing is getting done to fix the client’s problem because business hours are done for the day.

To tell a customer right away that you cannot fix their problems is a put-off. You want them to know that you are trying, that you hear them and that you will do what you can.

How to Send Better Emails and Make Better Scripts

If you do not have a 24-hour customer service team, you can use an automated, scripted response for emails after business hours. However, the script needs correct wording.

Add, “This is an automatically generated email” at the end of your automated email. Do not state that you cannot fix the customer’s problem because business hours are over. Why does this work?

Often, people see that their message is received and that they will get a response once your business is open. Clients get anxious without any response and wonder if their message got through. When you add that the business is closed at this time but that a response will come as soon as possible, they feel reassured.

You could consider sending out personalized emails yourself. Even big companies need to make their customers happy. However, responding to emails takes a lot of time and commitment that many business owners do not have. If you are wanting your business to have expanded hours for customer response, hire a contact center like KPI Connect. We can provide customer service email communication outside of your normal business hours.

This way, your customers get responses from real people rather than an automated response. Whether you’re sending personal emails or scripted ones, making your customers feel heard is important.

Outsourcing Your Car Dealership Customer Service Makes A Difference to Your Bottom Line

The pervasive nature of smartphones and social media allows the connection. Both potential and existing customers can reach businesses and brands – and vice versa – with ease. A business can no longer thrive solely based on high-quality products and services. Multi-platform customer service is the big key to great success. Your car dealership is not immune to the need for elevated customer service.

You are not just selling cars, you are presenting a lifestyle choice. A component of that process is providing great customer service, resulting in repeat business and good reviews. Whether those reviews are online or through word-of-mouth, they are important.

Rather than handling these duties in-house, outsource your car dealership’s customer service to a reputable multi-channel contact center. You will notice a real difference in your bottom line in many ways.

Reduce Operating Costs

Most call centers serve multiple clients in a range of industries. So, the operating costs of the facility, equipment, maintenance, and training are spread out and you don’t foot the bill alone.

These agents are wise, experienced, handle customers well, and can deal with any rising situation.

With everything already in place, you only pay for services as needed. Whether you need the call center often, during peak periods, or find yourself shorthanded for any reason,  Whether it’s regularly, during peak periods or holidays, or if you find yourself shorthanded for any reason, the bounds depend upon the unique needs of your business.

Increase Customer Satisfaction

Strict quality control is the name of the game. The agents that represent your car dealership will uphold the same high standards of professionalism and dedication to your customers that your in-house team exhibits.

Also, entrusting your inbound and outbound customer service needs to a call center means reduced hold times. Customers can contact you outside of business hours. Firms such as KPI Connect allow customers to contact your dealership at a time convenient for them.

Free Up Staff

Silver Mercedes in front of a car dealership.

Instead of tasking your skilled in-house team with answering common questions via phone, email, webchat, or social media, outsourcing these duties. Experienced customer service specialists will free up your staff to do what they do best and focus their valuable time and effort on core business activities. Not only will outsourcing allow your staff to be more productive, but potential walk-in customers will appreciate receiving prompt attention rather than waiting for someone to finish up a phone call or email.

Why Your Pharmacy Will Benefit When you Outsource Customer Service

Pharmacies handle a great deal of sensitive, personal information. Not only do they fill people’s medication, they are also privy to knowledge of people’s ailments. Also, they have all of their client’s medical, insurance, personal information, and more. Most people see pharmacies as one of the most trusted community businesses. The pharmacy is meant to help people when they are in need of minor or life saving medications. We trust our pharmacists.

‘Outsourcing customer service calls is scary for many pharmacy owners. However, it can benefit the business in many ways and remain secure and confidential.

Pharmacy Hold Times

As a customer, calling your pharmacy is frustrating. You can face long hold times or unanswered calls. In turn, your clients have a poor experience. If your customer is calling for important medication or health matters, they do not want to wait. They should not have to wait.

High call volumes or after-hour calls make businesses miss calls every day. A missed call means a missed business opportunity and missed customer interaction. A beneficial aspect of outsourcing customer service calls is that they help with answering calls during busy periods or after hours. Pharmacy employees will have less work and customers are happy knowing they can fill their prescriptions quickly.

Often, pharmacists have assistants and clerks answering phones. Customers do not interact with their pharmacists most of the time. Call center agents have training to handle customer service calls in an efficient manner. Hence, agents are able to solve customer problems and answer their questions accurately. Moreover, agents excel with customer satisfaction.

Customer Satisfaction

Agent ensure that customers feel positive after a call. Clients are far less likely to provide negative customer service feedback and reviews.

Lots of pharmacies have only a handful of employees to answer calls. However, they often have to perform other job duties, as well. Answering calls takes them away from their other work and burdens them with a heavy workload.

Stressed out employees are not able to provide the same level of service to a customer if they have multiple tasks they need to do at once. They become distracted and make mistakes, which one doesn’t want in a pharmacy. You’re likely to start seeing a higher employee turnover rate, as well. In this scenario, everyone loses.

Outsourcing your pharmacy customer service calls to a call center can ease their workload and provide your employees with a better working environment with less stress.

Cutting Costs

If your pharmacy has experienced lots of high call volume, you’ve likely started thinking about hiring more employees to answer the calls. But, when exploring this idea, it doesn’t take long to learn that there are tons of extra costs and equipment needed.

Many pharmacies don’t have room to expand and include a call-center or office in which several people can answer calls. But, outsourcing the calls to an already established call center can offset these costs. You won’t pay to install extra equipment, phones, furnishings or office supplies. Instead, the call center already has them and you’re paying for their associates’ work and training, rather than the equipment they use.

There is a stigma that surrounds outsourcing. Many people believe that it takes jobs from other employees. The reality instead is that outsourcing creates jobs and will improve both employee and customer satisfaction. So, if you’ve ever considered outsourcing your pharmacy’s customer service calls, contact KPI Connect to see how they can help your pharmacy run more smoothly and help more people with their needs.