{"id":9456,"date":"2022-10-03T13:19:12","date_gmt":"2022-10-03T09:19:12","guid":{"rendered":"https:\/\/www.procontact-solutions.fr\/?p=9456"},"modified":"2022-10-03T13:24:30","modified_gmt":"2022-10-03T09:24:30","slug":"outsourcing-the-keys-to-modern-customer-service","status":"publish","type":"post","link":"https:\/\/www.procontact-solutions.fr\/en\/outsourcing-the-keys-to-modern-customer-service\/","title":{"rendered":"Outsourcing: the keys to modern customer service"},"content":{"rendered":"
Customer service. What is it all about? How important is it to the development and success of a company? How can outsourcing help your company deliver modern customer service in line with the expectations of our times? Below are our answers to all these essential questions.<\/p>\n
The term \u201ccustomer service\u201d covers all direct and individual interaction between the company and a customer, both before and after the purchase. The company is supposed to offer each customer the assistance they need to buy from them with confidence and ensure they get full value from their purchase.<\/p>\n
The customer experience is the result of the interactions between a person and a company, its brand. It starts from awareness to purchase and every step in between. In short, the customer experience, or CX in the jargon, expresses the global perception that customers have towards a company and its brand.<\/p>\n
Customer experience is made up of a myriad of small, interconnected elements:<\/p>\n
All of these factors have an inevitable impact on the customer’s perception and decision to return…or not. It is therefore vital for the company to be careful about the customer experience it wants to offer, in order to convert and build loyalty.<\/p>\n
How can you do this, when you know that customer service is expensive and difficult to manage? Thanks to outsourcing! With ProContact!<\/p>\n
As specialists in customer service outsourcing, we have concrete solutions for finding new customers:<\/p>\n
But also to develop the loyalty of your current customers:<\/p>\n
Choose outsourcing if you are looking for a solution to improve your reputation and your employer image. With a better employer brand, your customers will be more loyal and your prospects will find it easier to trust you.<\/p>\n
In a blog post entitled \u201c7 characteristics of the modern customer\u201d, Oracle, the world’s largest database company, paints a picture of today’s customers. In a nutshell, they have some very specific characteristics:<\/p>\n
Let\u2019s add to that:<\/p>\n
Reading the many points above, it is in a company’s best interest to take care of its customer service, which can be difficult when skills, expertise, tools and resources are lacking internally. This is where outsourcing becomes a concrete solution, a powerful business strategy, provided that it is in line with customer expectations. How do you do this?<\/p>\n
The customer service department must ensure that each customer is satisfied, which requires dealing with a complex set of questions and problems to find a satisfactory and concrete solution.<\/p>\n
How to communicate clearly and what is clear communication? It is the ability to put yourself in the client’s shoes and use concise explanations to reach a solution as quickly as possible. And more importantly, this applies to internal communication as well!<\/p>\n
The modern customer does not like to talk to a robot and be a mere reference! Authenticity is the secret to show the customer that he really matters to the company.<\/p>\n
The customer service department must understand the frustrations of its customers in order to offer them the right solutions. Empathy helps to alleviate frustration and preserve the brand’s reputation.<\/p>\n
Of course, customer service doesn’t have to do the work of the sales department, but the reality is a bit more complex than that! By solving a customer’s problem and being their advocate, customer service is at the same time representing the commercial interests of your company.<\/p>\n
Customer service must know the ins and outs of any product or service they represent. How can you reassure a customer who finds himself on the phone with an interlocutor unable to identify his problem?<\/p>\n
A customer service department must naturally deal with several customers at the same time. For a concrete result, it must be organized and have excellent time management skills.<\/p>\n","protected":false},"excerpt":{"rendered":"
Customer service. What is it all about? How important is it to the development and success of a company? How can outsourcing help your company deliver modern customer service in line with the expectations of our times? Below are our answers to all these essential questions. What is customer service? The term \u201ccustomer service\u201d covers […]<\/p>\n","protected":false},"author":15,"featured_media":9457,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[393],"tags":[90,63],"yoast_head":"\n