In this changing world, customers are turning to social media to find out more about brands instead of just networking. As consumers flock to this platform, businesses have also started to use social media to market their products and services.
Underestimating the impacts of long hold times can lead to customer churn. Making customers wait for quite a long period may force them to hang up the phone and abandon the transaction.
As people’s expectations evolve, customer service has become more than just answering calls. These days, to deliver excellent support, brands have to be on top of the latest trends, processes, and technologies. They must consolidate these well to provide a consistent and seamless customer experience across multiple touchpoints.
Becoming a customer-centric company is probably every manager’s dream. In a marketplace where every firm is competing for customers’ attention and loyalty, business leaders know that they can’t afford to lose customers. Great products and services are not the only requirements to make it to the top. More importantly, the way businesses create connections with customers will impact its longevity and success.
You’ve probably heard the term “real-time analytics” before. It’s an all-encompassing concept being used across different industries and is especially popular among business process outsourcing (BPO) companies. Broadly speaking, it refers to an organization’s ability to use available data and resources when they’re needed. In call centers, however, this term simply means monitoring customer transactions as they happen in real time.
Authenticity. This term has such a nice ring to it, doesn’t it? It’s full of promise and potential. Entrepreneurs know that this is the key to building customer loyalty. And while all business organizations strive to exude this quality, very few actually do.
Social media is now a mainstream communication tool that every business needs. This isn’t surprising considering that almost everyone uses different social media sites to connect and engage with each other, whether personally or professionally. Its wide reach has indeed convinced companies that it’s also a powerful business tool, prompting them to develop and maintain their online presence to reach their respective target markets.