There’s no doubt that the mobile world has become increasingly popular and serves as a portable way of communication. If a customer wants to reach you, he will search webpages after webpages for a phone number to call or an email address to contact.
Companies only focus on investing and allocating their resources towards the desktop experience knowing that it was the only source for how their customers interacted with them. But today, things are a little different. People prefer to use smartphones, tablets, etc. to get the information they need.
The Mobile Movement
Smartphones, tablets and wearable devices put the internet directly at our fingertips. Customers can easily surf on smartphones, do product research and buy goods. It has brought everything from mobile banking, money transfers and internet of things enabled devices and electronic ticket to mobile coupons. Now, companies are investing in mobile, optimizing their sites for better layouts, navigation, content structure, and artificial intelligence (AI) guidance, with the aim of creating a smooth user experience between desktop and device. Your website has to be optimized for mobile searches or you will lose majority of your valuable customers. More and more users are shifting from desktop to mobile, and the data trail we leave behind while browsing the internet or using a mobile app is growing at an alarming rate. The mobile movement is not just enabling people to work at home, but enabling people to work when and where they are most productive. Mobile has given us the ability to work, shop and socialize online from anywhere, which is why they are quickly replacing desktops as the primary device for browsing the Internet.
Customers prefer visual content overwritten text. Customers usually spend less time on websites and the small screen makes it hard to read the text. Visual looks better on mobile devices and improves your conversion as well. Individual retain 10% of information they read, but they retain 65% of the information they see with visual. Video has also become the most popular marketing trends. Cisco predicts that videos will account for 82% of all customer internet traffic by 2021. Most importantly, the majority of video watches (i.e 75%) is happening on mobile devices.
Customer Support
Customer support is an important part of a brand’s reputation and loyalty. Customer support does not mean simply solving customer problems but it plays an important role in keeping customers happy, engaged and coming back. According to Microsoft’s 2018 State of Global Customer Service Report, 95% of people said customer service is an important part of their brand selection and loyalty. It also stated that 61% of people have switched to other brands due to poor customer service.
Today, companies are focusing on making apps and websites that are optimized for mobile devices to provide excellent customer support. Customers will surf from websites to websites and search for information but the customer support expectations remain consistent.
Customers will only stay loyal to a company if they have very good experience with customer support. There are plenty of competitions available and customers can switch to other brands. As a result, you have to work even harder to keep customers and build their trust in your brand. That is why it is important for companies to have agents who can fulfill customer requirements and provide quick solutions.
People are more likely to listen to friends advice before making any purchase. When you provide the best customer service, people will talk about you and they will remember your brand. This will automatically increase your brand awareness. By treating your customers with care, you will reduce the overall problems associated with your business and increase sales.
Live chat has become an integral part of a business. Offering a real-time response to the customers and achieving the satisfaction level of 73% makes it the best communication platform for solving customers query. Over 63% of customer retention is achieved by a website having live chat support. As it offers real-time services to customers, it saves a large amount of time, labor, and money.
Email is the second most widely used communication channel for customer support. Organizations receive tons of emails from their customers. It is important for companies to respond quickly and accurately to these emails. By email support, organizations can easily overcome these problems. It is a convenient method that lets customers discuss their matter in detail and reply as per their convenience. Today everyone owns a smartphone, which makes it easy to access the email from smartphones or tablets while we are on the move.
Phone remains the most used and preferred method for reaching customer support. Communication over phone is the fastest way to provide good and effective customer service. People want a quick solution to their problems. If they find themselves waiting in queue for call to connect, they will move to other brands and eventually, you will lose your customer. That is why it is important to have a good communication line to answer phone calls and provide solutions to customer’s issues.
Customer service is important in every business industry. Delivering quality service consistently gives a competitive edge to organizations. Maintaining a good relationship, by improving customer happiness and establishing loyalty to your brand will benefit you in the long term. You can't succeed in business unless you have great customer service. Improve your customer interaction and relate to the customers to give the customers a friendly comfortable experience. To know more about our services, drop a mail to [email protected]
Managing current scenario and planning future endeavour has neverbeen easy at all.
But is it the only reason why companies seekoutsourcing services?Also, companies who invest in BPO Services have major reason-Cost.However, it is bit harsh to stereotype the need of outsourcing to cost-effectiveness.Here are top 5 significance you’ve never heard about BPO Services.They are bringing your business into its much deserved shape.
Notonly this, simultaneously, these BPO service providers are aligningtheir strategies with your vision.
And for that, you will need toimplement a positive environment within your company.
And thatwill be possible when throughout operations are carried outstrategically.One of the most vital facet of any business is its data security.
Smallto medium to giant industries do what it takes to secure their datafrom the frauds.
Businesses across a wide range of industries have recognized outsourcing as a valuable way to access top-tier expertise, a cost-effective workforce, and infrastructure.
Lower costs, improved productivity, faster turnaround, and more flexible staffing make outsourcing even more appealing.As the BPO industry grows in sales and provides new employment opportunities, it becomes increasingly appealing to people, both those who want to become BPO Investors and those who desire to sell their expertise and experience on the open market.
Several factors influence this industry and make it very challenging.Regulatory Scenarios in different countriesSince the BPO industry began to expand at an unprecedented rate fifteen years ago, this has been the primary challenge.
Many new regulations are being enforced, but the outsourcing market will continue to stagnate until this is completed.The Cost of Running BusinessThe BPO industry has been promoted as a major money-saving industry since it began to grow.
Clients are also very familiar with the best practices in the BPO industry thanks to social media.
This places enormous strain on outsourcing firms, who are now forced to distribute their funds as thinly as possible to sustain the desired degree of service efficiency and revenue.Customer demands are particularly difficult for outsourcing firms that are new to the industry.
Young startups and big companies both benefit from outsourcing.
You can gain a competitive advantage from the cost structure and economies of scale provided by an outside supplier.Focus on your core businessThe resources and time of every business are limited, as well as the attention of every manager.
Your business can benefit from outsourcing by refocusing on activities that support customers and helping managers set their priorities more clearly.Reduce riskInvesting in a business involves a certain amount of risk.
Financial conditions, regulatory policies, competition, government regulations, and technologies all change rapidly.
You can outsource this risk to a company with specific industry knowledge, including compliance and security issues.
With our experienced team of consultants, developers, designers, managers, and analysts, we can ensure maximum ROI and long-term growth for our clients.
https://www.phoenixvirtualstaff.com/blog/the-next-big-thing-in-healthcare-customer-service-is-outsourcing/Patients are the consumers in the healthcare industry.
Invest where it is worthwhile, consult with our Phoenix Virtual Solutions experts, and together design a system that will benefit you and your patients.
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