Latest Innovation Swings in Customer Service

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With the increased adoption of tech channels in our routine life, the innovating customer touchpoints also experience the digital transformations that change the consistency of human sales and service channels. But with new technologies, challenges come too. The steep learning of using new innovations in customer services and support is needed to keep yourself up-to-date in the run.

Change is the only constant thing in the world of customer services and if you don’t go for these innovation swings, you will be left behind. The massive benefit of these developing trends is to give more and more realistic experience to the customers which improve your business revenues. Not only the money matters but it also encourages the process improvements, knowledge sharing, risk reduction and much more.

Small and medium business holders are adopting virtual storage and systems to counter a lack of data centers. In this way, the tech drifts of present days are proved as a strong strategy to advantage business process outsourcing. So, upgrading yourself with the latest innovation trends keep your BPO services ahead among its competitors.

What are the booming trends in Customer Service Technology?

Video Communication

Video voicemails are the one the top trends in these days. We know that eye contact is a more powerful tool to build up a strong relationship among customers and a client. So, face to face conversation or video proves a viable business improving tool with growing expectations of customers. With the help of Visual Voicemails, service providers can schedule meetings with the customers as well as clients for face to face interaction whenever it possible.

Real-Time Messaging

In this fast-paced world, customers expect you to be online always and interact via chat instead of email. Real-time messaging and responsiveness leave quite positive reactions on the customers. It’s not about Facebook Messenger or WhatsApp, but the on-site conversations really matter in gaining customer satisfaction.

Social Media Management Tools

Browsing social platforms has emerged as the third most popular online activity. So, for the BPO service providers opting social media management tools is a game-changing strategy. Companies these days invest more in real-time customer engagement instead of call center software programs. This will allow companies to gain first-hand insight over their products and feedback that enhance a company’s ability to analyze issues with the products as well as give solutions for future problems.

Talk Bots

Bots are different interaction mode and an opportunity to engage your customers more effectively. Bots can work all the time especially when your customer service team is asleep. We can say it is a self-service for customers that reduce expenses of BPO vendors by providing a new repeatable method of communication. This technology will continue to make a huge advance over the next few years and will be capable of doing more than humans today.

Machine Intelligence

Machine Intelligence or more commonly known as Artificial Intelligence is predicted to use in customer service by 80%. However, many call center outsourcing companies already using AI in their customer support operations. Nowadays, Artificial Intelligence is still a tool with fairly limited functionality. But in coming days this will prove as an efficient tool to suggest replies to human agents.

Google Voice

Voice technologies have been a major trend with the advent of Alexa, Cortana, and Google Assistant. Being present in Android and iOS phones, Google Voice is the leading digital assistant and the use will grow significantly in customer’s lives. In the coming few months, these technologies will rule the world and implementing these in your enterprise will helpful in your business improvement.

Data-Driven Technology

No matter, which technology you are using, but it must be an effective data-driven technology. These service technologies record a variety of information about customer interactions so, the added software must be beneficial across your entire organization. Your sales team will need this data to understand customer’s needs and use these insights during their sales pitch.


Balancing today’s priorities is a constant struggle while changing technology drifts. The customer support outsourcing is growing and the major concern is to increase skill shortage. That is actually possible with new generation technology. These new innovations continue to grow and benefits to encourage your business like no before. Outsourcing service providers at a global level are expected to use these innovations to effectively address market challenges.

Emerging technologies such as social media platforms, data-driven software, cloud computing, and automation providing cutting cost solutions to enterprises. Expanding businesses do not want to hire a large number of people for small tasks where these techs will help them in an effective manner. While it is an uphill task for many call center outsourcing service providers, many top-notch players of this industry already giving an edge with the help of robotic process automation in their standard client service portfolios.

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Customer Advocacy: Is This Thing Even Real?

Customer Advocacy

Do you have a sales team that is tasked with creating leads and closing contracts? If this is so, then what are your current strategies? Do you have one for increasing your web presence to help boost sales through your website? Or one to re-engage leads by sending out email drip campaigns?

No wonder these are some of the most amazing techniques that can help generate new business for you. But, if such is the case, then you wouldn’t be reading this article right now. Isn’t it so? The real problem is these amazing strategies require the active involvement of an equally amazing team to make it work. More so true for startups who do not have the time or even the resources to invest in their business.

Won’t it be a relief if instead of burdening your team members with all the responsibility of your new business, you could share some of the hard work with your customers? Wait… what? Is this even real?

Yes, it is. And it’s got a name as well; Customer Advocacy. Wikipedia defines it as “a specialized form of customer service where the companies focus mainly on what’s best for their customers. It is a change in the company’s culture supported by customer focussed service and marketing techniques.”

In other words, it is everything that you do to put customers needs above yours. It includes never to pull a quick one over your customers to make a quick buck or to lie to them in order to land a sale. How else do you expect to turn your customers into the advocates of your brand? But before the how comes the why.

Why do you need to turn customers into advocates?

Because nobody will trust a new company in the market if they proclaim just how great they are. But wait they hear it from their friends about the exceptional customer service they received and see if they don’t believe this time.

Also, the loyalty of every brand advocate you make will always be with you i.e. he/she will continue to spend with your company only, add their lifetime value to your business and see if it doesn’t go through the roof.

You need to turn your customers into advocates because they lend a certain credibility to your brand by being a low-cost way to spread your message through word of mouth publicity which the majority of your marketing strategies fail to do.

How to create your own Customer Advocacy Program?

I have mentioned the following points keeping in mind that you are new to this whole customer advocacy thing, but even if you are an already established business, still there are a number of ways you can update and modify your customer advocacy strategy.

a) Before jumping headfirst into this program, take some time for preparation. First of all, develop your own working strategy (that too a solid one) that perfectly sums up your customer advocacy program. While doing so, carefully analyze how you will communicate the news regarding your customer advocacy program to those who are interested. For better results, pick your team that comprises of both marketing professionals and customer service agents.

b) After the team selection its time to select the right people among your customers to be your brand advocates. How? By reaching out to them at the right time in the right place with the right message. Usually, the best bet is the people who are already successful bloggers or the ones with a huge fan following. The idea here is to choose the customers with a reputation within the community and turn them into your best brand advocates.

c) Now you have both the right advocacy program and the right advocates to reach out to, all that’s left is get in touch with them and develop a relationship. How? Based on trust and mutual understanding. Think of your customers as friends, listen to them, invest your time, and show support to them. Invite them to test out your products before buying and ask for their feedback in return. Turning your customers into your brand advocates requires a continuous, ongoing effort.

d) Lastly, the feedback that you received previously can be passed down to your research and development team to be acted upon. Also, you need to make sure to provide your brand advocates with a proper platform that allows their voice to be heard. As a final step, its time to fully integrate your customer advocacy program into your current working schedule. The best part is, it will all happen naturally though it might require you to make efforts to keep the momentum going.

A strong customer advocacy program can help your business by converting customers into your brand advocates thus driving in new leads, increased ROI and an improved brand reputation.

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How to Handle Customer Service during Holiday Season Like a Pro

Call centers generally experience a much higher than normal call volumes during the holiday seasons. So, if you too belong to the customer service industry then I believe its not at all difficult to imagine the environment inside a typical call center on such busy days, phones ringing off their hooks, ticket volumes at an all-time high, email inbox nearly full, frantic callers with last minute requests. Sounds familiar, right?

Although customers too realize that the festive seasons are the most pivotal periods for all online retailers, still not a single one will ever compromise over the support service. And they shouldn’t either. As a customer service executive or the manager or even the owner himself, this is your responsibility to provide the best call center support to your customers irrespective of the demand.

Fortunately, we believe that the holiday spirit is something should not be dampened in any way. That’s why we have come forward with a few tips on how to efficiently and effectively handle the customer support structure during the festive seasons. Let’s dive in.

Learn from past mistakes

Begin your preparation by analyzing the customers’ data from past years’ experiences. Call centers generally have access to a lot of information related to customers. Use this historical data effectively to gather info on call resolutions, hold times, peak call times and much more. It will greatly help you in predicting the things that could possibly go wrong and give you ample amount of time to make the necessary changes.

Upgrade your tools

What’s the point of having a good and competent support team if you treat them with outdated technology and machine. Upgrading your current tools to the latest ones is an investment which will bring in tenfold results. And your team, in turn, will provide better assistance to pacify all the needs of your customers in a timely and professional manner.

Offer multichannel support

Though the phone is still the preferred way to communicate with the customer service, you simply cannot abide all your customers to use this preferred channel, especially the millennials who just love texting. That’s why it’s highly recommended to offer your customers a multichannel support. Currently, the popular ones are the live chat, email support, and social customer care. Add these and you won’t just help increase customer satisfaction but also lighten up a considerable load off your call center team.

Train your staff

Nobody likes to be kept on hold or being transferred too many times while talking to a customer care representative. So, please ensure that your call center agents are well trained with the right vision and philosophy for the incoming holiday rush. Empower them, provide them the authority to handle issues on their own rather than referring the calls to the superiors everytime something goes awry. Just remember, time is of the essence during holidays, so use it wisely.

Get into the holiday spirit

The key here is to keep your present staff happy and motivated as they, in turn, will keep your customers feel warm and fuzzy. Use this year’s holiday season as an opportunity to engage with your team. A few ways to bring joy to your workplace include decorating your office walls, hallways and maybe desks and cubicles in the holiday theme, arranging fun activities, offering your agents a holiday buffet depending on your budget and other such things.

Hire extra staff

Whether or not you will need extra staff, you can decide by looking at previous years data. But to be on the safer side, it’s better if you do hire a few extra. We all know how busy holiday seasons can get and your present staff team might not handle the spike in call volume the way it should. It’s far better to prepare yourself in advance than resent later on. Offer the newbies simple tasks and let your experienced staff handle the more complicated ones.

Consider outsourcing as well

I have mentioned in the earlier point to hire extra staff just for the holiday season. But the fact is, though it might work for some, for majority others, it will be nothing short of a burden. So, if you are among those majority ones, outsourcing your customer support to a third-party contractor can be your next best option. By doing so, you will be relieved of time, effort, and stress of hiring and training besides having ample time to focus on other core activities.

So, what do think? Are you or are you not ready for the holiday rush? I know that requires a lot of think process but if you have followed our list closely, you, my friend, are more than ready for this holiday season.

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How to Implement a Proactive Customer Support Strategy

When it comes to offering customer support services, there are basically two ways any call center may approach, they can either respond reactively (responding to situations after they have occurred) or proactively (eliminating problems before they have a chance to appear). Though there’s nothing wrong with the first approach and it might even satisfy the customer a well but it won’t be enough to surprise or delight them. Here, let me explain with an example.

Due to any unknown reasons, the website of your company is facing some serious issues because of which one of the pages is taken down for an indefinite period. What will you do?

a) Kindly explain the issues whenever customers start calling you.

b) Notify your customers at once of the issue before they notice it.

Now both of these approaches reveal a great deal about your company. Waiting for the customers to call and then explaining the issue tells your customers that you have a habit of dealing with problems as they arise and aren’t comfortable with going out of the way to help them whereas having the second approach means that you are a man of action, tackling problems head-on and early and willing to go extra mile to accommodate them. Also, it shows your customers how much they mean to your company.

How to implement a Proactive Customer Service?

Easier said than done, switching from reactive to proactive is not a child’s play. The biggest challenge you will face is identifying possible situations where a customer need your help before they even ask for it. To help you out, below I have mentioned some such ways to help you introduce a proactive approach to your otherwise reactive service.

Reward Loyalties with Discounts/Coupons

Offering rewards and offers to regular customers falls slightly behind providing ‘exceptional customer service’ and goes a long way when it comes to building a powerful customer loyalty base. Often times it is seen that regular customers are irked just because new customers enjoy attractive deals whereas they have to pay full price while purchasing something. It’s also a great way to show appreciation.

Also, its much cheaper to retain an old customer than to acquire a new one.

Creating Self-Service Materials

Have you ever wondered that a call center agent at any given time can handle only one customer and of all the calls he/she receives, most of them are related to same old issues? So, shouldn’t there be a better way to handle this situation? As it turned out, there is. All you have to do is offer a self-service material.

Offering self-service materials and guides to solve customer problems is also one of the most scalable ways to provide a proactive customer service. All you to do is create guides explaining the most common of problems and link it directly to every time a customer asks about that problem.

Introduce a Live-Chat Option

Many times, customers find it unpleasant when they come to a site looking for any information and cannot find one. But providing them with a live chat option is an amazing way to gain perspective and help existing customers resolve their issues quickly. It also saves the customers from the trouble of having to call or email the company. This feature not only helps the customers to overcome the barriers of contacting the company but also improves the chances of a healthy company-consumer relationship.

Gathering Customer Feedbacks

Understanding customer’s needs is always the first step towards giving them an exceptional customer service and the best way to do that is to ask them on your own. It is also one of the best strategies to nip the problem in the bud by regularly checking in with your customers to help identify areas of weakness and correct them way before they become any real issue.

Nowadays, you can easily gather customer feedback and use them to identify and fix common customer pain points. Some such ways you can gather these feedbacks is through-

a) Basic surveys which can easily be performed with the help of various services like Google Forms, the best thing is, it won’t even burn a hole in your pocket.

b) Creating an email campaign where you can ask for feedback about your products and services and checking in on any particular topic that has been raised too many times.

c) Asking for a feedback at the end of calls or chat is also another great way of getting their feedbacks.

Monitoring User Activities

I have saved the best strategy for the last. Till now, we have talked about creating a feedback platform, offering self-service materials etc. Though effective, these strategies come with their own set of limitations. Also, I have discovered that nothing speaks proactively more loudly than stepping in right when the customer is about to face any challenging problem.

But for that to happen, you need a little bit more than the above-mentioned strategies. You need to monitor your customer’s activities on your site by getting a real-time monitoring that comes with its own set of benefits such as what different pages your customers are visiting and how much time they are spending on any
particular page.


Though the strategies that I have mentioned here are not the only ones to deliver a proactive customer service but you can rest assure that these are the best strategies when it comes to taking an initiative toward such direction.

The proactive customer service strategy which is a powerful tool in itself goes a long way when it comes to delivering the desired results, building trust with your customers and establishing a clear brand image for your company.

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