Customers have always been decisive in crafting the fate of any business undertaking. Factors like product pricing, brand presence, great after sales, and so on matter a lot when it comes to winning customer loyalty and competitive advantage.
Despite the much-harped advantages of technology and round-the-clock 911 support, I have always felt that HUMAN TOUCH always hits the bull-eye better than its TECHNOLOGICAL counterpart. Yes, the tribe of CRM softwares may come and go. Yet the effort to understand customer expectations, being there whenever they seek you and a service-oriented approach forever makes good business sense. More so, in the highly competitive Outsourcing industry that is spreading colossally worldwide.
We all know above all doubt and dispute that today, India is counted amongst top Outsourcing destinations in the world. Being in the international BPO industry for last 5 years in India, I have this much to say that customers, amongst other things, always look forward to rapid responses. If customer service attempts are backed by a personalized approach or come as customized, then there’s nothing like it. In fact, fastest turnaround time spells wonders. This is, especially, true in case of the outsourced Tech Support domain – an area that I have experience firsthand.
In fact while marketing our online PC repair services, we tried a Quick Callback utility on our tech support portal, AskPCExperts. The idea was to net various online visitors proactively asking them to drop the burden of outreach onto us by entering their contact number. We had to ensure the rest. However, a monkey wrench was put up in the works when the support team took it as just another step. Would you imagine we lost 33% to 41% prospects when callbacks were not done by our guys in time? Moreover, even a delay of few minutes was enough to make them irate who rightly felt deceived. Needless our business took the downturn.
So I hearken to all those in the Customer Service industry to, actually, give full attention to timely callbacks or follow-ups if your brand promises that. In no time you would be amazed with a dramatic surge in the Return on Investment. My direct experience is there to bear this out.
Tags: BPO industry, Callbacks, CRM solutions, Customer Relationship, Customer Retention, Customer Service, Outsourcing, ROI, Tech Support