A reliable customer and a vendor support system improve brand value. It is significant in improving the conversion rate, but it also assists in cross-selling and up-selling, and after-sales support ensures customers associate with your brands for longer.
Customer service is more often not the deciding factor in ensuring a positive CX and retaining current customers—Customer experience leaders outperform laggards by more than 25%. Customers tend to purchase more after an excellent customer service experience and stop buying or sometimes even avoid a brand or a business after a bad customer support interaction. Still more important is that customers share their experiences, so your customer support directly impacts your brand reputation and long-term profitability. An efficient inbound call center solution improves your customer service, enhancing the bottom line by making more positive customer support experiences.
A maximum number of businesses believe that it is cheaper to retain a customer than to get a new one, depending upon the competitiveness of your industry. Acquiring a new customer can be five times more expensive than retaining a current one. Couple that with a 60-70% probability of selling to an existing customer; your main focus should be on your current customer base to enhance the bottom line.
A minimum 5% increase in your customer retention rate has the potential to increase your profits hugely, the magnitude of gains depending on your business model. Loyal customers tend to buy more from the company and become brand evangelists, thereby spreading positive buzz. Not only are they willing to pay good prices for assured reliability and quality, but the operating costs of serving them also are lower, so your business must ensure they stay with your brand and do not switch to a competitor.
The best way to retain and grow your customer base is by investing in an effective inbound call center solution.
Managing important accounts
Your business accounts need special care since 20% of customers usually account for more the 80% of sales. Providing these accounts with special care will positively impact your overall profitability. You can have an inbound call center by your side with dedicated agents for managing these accounts, so your customers get enhanced support.
Better customer insight
A call center solution to manage your customer’s inbound calls helps build a better understanding of the common issues faced by the customers, their pain points, and their queries. This would let you tailor your value proposition accordingly. For instance, if you get to know through your customer feedback that your products get soggy in a humid climate, you can then focus on better vacuum-sealing protection. Also, you can add improved features that customers have shown their interest in and proactively determine how their interactions with the product are changing.
Check if your business needs an inbound call center
Your company receives a large volume of calls for scheduling and confirming multiple appointments, asking to be redirected to various departments. For this, you need an inbound customer service center that can attend to every customer’s need.
Potential customers get in touch for their queries about your products or service before making the purchase decision. This may be directly related to the function of the product or service, its recyclability, sustainable sourcing, the location of your outlets, etc. The call center agents must handle these professionally to derive maximum conversion to sales.
Customers need prompt assistance in processing orders, confirming sizes, tracking orders, choosing between alternative modes of shipment, etc. Your company needs to process orders given live across multiple channels by customers and carefully enter them into the database, allowing you to deal with rush seasons and ensure timely delivery.
You get queries regarding modes of payment, tax liabilities, and payroll processing that a trained customer service representative must address. Support After Hours–You must be available for your customers after office hours, too, since you are a full-time service provider or ecommerce business with customers in various time zones.
Your loyal customers speak multiple languages, and multilingual inbound call center services would make communication more efficient and help in enhancing brand loyalty.
Omnichannel Customer Experience Management—
With the proliferation of points of contact, customers and other stakeholders reach out via various mediums: calls, text, live chat, social media messages, fax, etc., and you need an omnichannel management system for all of it.
Hiring a call center support provider
While you have determined that you require an inbound call center solution and the features you need, you should ensure that it is a seamless extension of your brand image. This needs the expertise of customer support. But do you need an in-house customer service center with the associated HR admin expenses, benefits, overheads, and paid leaves?
A more productive option is partnering with a BPO service provider (for both Inbound call center and outbound call center services) since you would be assured of reliable customer support that builds and improves brand value. Each customer service rep will be experienced and well-trained in handling incoming communication and cross-selling and upselling products and services. The majority of call center support providers cover 24/7/365, making sure your business is never out of reach of your customers or your stakeholders. This is a scalable solution that will allow you to expand business operations easily without increasing your overhead costs. It is ideal for every business that faces seasonal fluctuations in sales volume.
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