If you’re running a business, you know how important customer service is. It can make or break your business. Managing customer service operations can be a daunting task, especially when you’re handling queries across multiple channels. Let’s face it, customers want accessibility and that means being able to access your business through social media platforms, websites, in-person and over the phone. It can seem daunting, but an effective solution for this problem is outsourcing your customer service operations to an omnichannel provider.
Let’s discuss the top 5 benefits of outsourcing your customer service to an experienced contact center or customer service provider, so you can decide if it’s the right move for your business.
One of the main benefits of outsourcing your customer service operations to an omnichannel provider is cost savings. You can avoid investing in expensive technology and infrastructure, hiring and training staff, and maintaining equipment. By outsourcing, you can access a cost-effective solution that allows you to focus on your core business operations. In fact, according to a report by Deloitte, outsourcing customer service operations can result in cost savings of up to 60% for businesses. That’s pretty impressive.
In today’s environment, customers expect 24/7/365 support, regardless of their location or time zone. In fact, a survey by Microsoft found that 90% of customers expect companies to offer a 24/7 customer service option. By outsourcing your customer service operations to an omnichannel provider, you can offer your customers around-the-clock support, without the stress of staffing to handle this support. Having around-the-clock support ensures that your customers’ queries are addressed promptly, leading to increased customer satisfaction and loyalty, separating you from your competitors.
IMPROVED CUSTOMER SATISFACTION
Outsourcing your customer service operations to an omnichannel provider can lead to improved customer satisfaction. The provider has the expertise and resources to manage a high volume of customer queries across multiple channels as this is a field they specialize in. They can provide your customers with a faster and more efficient service, leading to increased customer loyalty and higher retention rates for your business. According to a survey by Zendesk, 87% of customers who had a good customer service interaction reveal that their experience changed future buying behavior, from recommending products or services to other people (67%) to purchasing or using more products and services from that company (54%) to considering purchasing or using more from that company (39%).
ACCESS TO EXPERT KNOWLEDGE
Experienced omnichannel customer service providers have the expertise and knowledge to handle complex customer queries. Their employees participate in extensive training and scripting to handle each customer interaction successfully. They can provide your customers with accurate and up-to-date information, helping to resolve their queries quickly and efficiently. By outsourcing your customer service operations, you can leverage the expertise of a suite of successful agents who can provide your customers with the best possible service.
Outsourcing your customer service operations to an omnichannel provider, like Sway, can provide you with greater flexibility and success. A report by Statista found that 57% of businesses that outsourced customer service did so to gain flexibility. This flexibility allows you to scale your operations up or down depending on your business model and needs, without having to stress over the additional costs and resources associated with hiring and training staff. This allows you to focus on your core business operations and respond quickly to changing market conditions.
Outsourcing your customer service operations to an omnichannel provider can provide your business with a range of benefits, including cost savings. Whether or not you should outsource your customer service operations ultimately depends on your business needs, goals, and resources. By weighing the benefits against the costs, you can determine if outsourcing is the best option for your growing business.
Interested in seeing what all the buzz is about? Talk to a representative at Sway today!