Entrusting Customers with the Help of Self-Service Support

Customer preferences are changing continuously for interacting with the businesses. The support service for customers started with the phone calls to emails to live chats and now self services have become mandatory. According to a new study, 72% of the customers prefer self service support from a company rather than through phone calls or emails. They say that it is a convenient method of addressing the customer care problems.

The expectations from customer service are growing and demand for self service customer care is increasing. The internet has empowered people by giving access to the information they need. People have become comfortable using the search engines to get their answers.

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Another survey showed that most of the customers who tried using self service support systems were not able to resolve their issues and contacted an agent. 59% of them expressed their frustration.

Some best methods while building a strong customer help center without getting them frustrated includes:-

• ·         Optimizing results

Make sure you give your customers the results they need. Use proper keywords, their categorization, monitoring search queries so that a better experience for the customers can be created.

• ·         Visible search bar

63% of the customers are frustrated with the placement of search bar. Keep it in the front and center so that the customers can easily find and use it. 

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• ·         Knowledge updation

56% of the customers say that their reason for abandoning the support center is the lack of information. Ensure the content updation and FAQ for new products, services, and problems that are added regularly to the knowledge base.

• ·         Design

For the knowledge, content is the king but design also plays a crucial role. It spells the difference between a customer able to enter a website, getting answers and exit satisfied rather than spending 10 minutes frustrating on navigation and solving the query.

A good design and even a well-developed help desk can’t be a customer service. If the customer is unable to find the answers from your knowledge base or if their query is more technical or complicated than what a help desk can solve, the representatives of customer service will have to address these concerns. Outsourcing can be the solution to whether it is a lack of resources that are stopping you.

Partnering with the right service provider can help you in addressing the immediate need that the company is facing currently. It will also help you in improving the processes, engaging customers and follow the best practices for customer service.   

Landing URL:- http://surevin.com/entrusting-customers-help-self-service-support/

Focus of Business: Identifying Barriers to Customer Experience

Positive feedback is important to any brand and is the ultimate aim. With new technologies and devices, the customer has become smart and powerful than ever before. Today, customers decide when and how they want to interact with brands and directly impact the company’s way of selling. Through macro trends like social media, mobile, cloud, Internet of Things and big data, they are forging a new era of interaction and are becoming more disruptive than the technology itself.

The business focus has now shifted from leads to right kinds of leads and on-boarding customers to delight them throughout the entire lifecycle. This is the key which drives loyalty, advocacy, and robust customer experience.

Nowadays enterprise transformations provide a good CRM which gives the power to businesses of any size to apply technology folded into the CRM offerings comfortably. They enable to keep them updated and ahead of their customer’s expectations.

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11.      Artificial Intelligence

Customers experience personalization and relevance through AI by their applied advanced analytics to the sales and customer data. The data sometimes is connected to the transaction history. Then next interaction can be tailored based on this knowledge which is a good way to exceed a customer’s expectations rather than anticipating their needs. This operation depends on collecting accurate data and making use of the opportunity presented by internet of things.

22.      Speed

Intelligence on fingertips is powerful which allows the salesperson to interact with real time customers and also are capable of delivering solutions instantly. As customers don’t wait, they shift easily if they don’t get what they are looking for.

33.      Productivity of Salesperson

The salesperson does not love to enter the details o the customers into the CRM system because if they will spend time doing administering tasks they get to have less interaction time with their customers and hence less time building relationships and closing sales.

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44.      Mobility

Salespersons work best when they are out, dealing with customers understanding them and their needs and not when they do not have the access to the customer information they need. They have to be mobile and be able to access CRM while being on road in order to provide a seamless experience to them. 

55.      Team Effort

Selling is not only for the sales department, its team coordination. The CRM system must be fully available and open for all departments for the knowledge and data to be shared and utilized across teams for a common goal which is providing the best experience to the customers. This makes the process easier and faster so as to offer the right solution. 

LandingURL:- http://surevin.com/focus-business-identifying-barriers-customer-experience/

Eight Insights To Inbound Call Tracking

Inbound Call tracking has started to take its place in the analytics is driven the world. We all know that web analytics and cookies can track a user throughout the purchase process. When we talk about online analytics, we keep on searching for it.

However, there is so much less on offline tracking. In India, it’s a new concept starting to realize the potential of calls. Following are some things which every digital marketer must know about call tracking:-

1.   Know What An Inbound Call Is

Any call made by the customer is an inbound call. The purpose can be a purchase or an enquiry. The call whatever is the reason is crucial for the business as it gives prospects.

2.   Times Are Changing

Nowadays people are making calls and businesses are getting a ton of calls from their customers, so spend time and energy on customers calling you. By the year 2017, the searches made through mobile phones will overtake those made from a desktop. Around 40% of the mobile made searches result in a phone call. So that will be a 5.5 billion call in the year 2020.

3.   Investing Only In Outbound Call Is Not Enough

When you make a call you try to talk to a person who doesn’t want to talk to you. In a case of an inbound call, the person has made the call voluntarily. The golden opportunity is the intent of the person whether to purchase of enquiry. May be they are calling to take the final details.

4.   How Do the Inbound Calls Affect The Bottom-Line?

A call lead is better than a web lead. But someone who is making a call is more vital than the one who is searching. Calls have higher conversion rate than clicks. Clicks convert around at 2% rate while the conversion rates of calls are around 30-50%.

5.   Prompt Your Customers To Make A Call

Customers get irritated when they have to fill a form on a mobile screen. So let’s offer them an option of making a call to your business. Drive your calls. You may be investing money on PPC ads through marketing effort of your business. Make good use of Google’s call extension and Google calls only ads and drive more amount of call to your business.

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6.   Inbound Call Tracking

You don’t get to have the visibility of the consumers calling you, hence no metrics or tracking. Use inbound call tracking. It enables your business to find the source of the calls involving the back-story.

7.   Tracks All The Calls

It provides extensive details regarding a call like a source, keyword on the landing page and the pathway to purchase.

8.   Helps in Marketing Attribution

It is digital marketer’s friend. It specifies the marketing efforts resulted in the calls thereby leading to huge conversions for the business. Call tracking gives credit for your work and also helps in strategizing the marketing budget. Align the marketing money accordingly, choose the keywords wisely and invest more money in the sources which fetch you better results.

Source Url :- http://surevin.com/blog/eight-insights-inbound-call-tracking/

Outbound Call Center Services: Fortifying Factor for Growth of Business

It is referred to marketing of the business products and services over telephone. A business activity where a collection of call center agents makes outgoing calls to existing or prospective customers. This activity is technology enabled- using a predictive dialer with which a large number of calls per hour can be made.

 

Most common uses of outbound call center services are:-

• Proactive customer service (for e.g. informing of problems, delays, delivery arrangements, etc.)
• Calls to new prospective customers
• Renewals ( calls to existing customers)
• Debt collection
• Cross selling/ up selling sales calls
• Customer satisfaction surveys
• Appointment booking
• Market research
• Market intelligence and Analysis.
• Turns website visitors into customers

 

There are number of dialer regulations and outbound dialing issues to deal with.

Today when businesses are facing enormous increase in the market, call centers are pivot point of all the processes related to business. It acts as a base for receiving calls from customers at one end i.e. inbound and on the other end, makes out calls to the customer under promotional activities.

An outbound call center is an important part of a fully fledged contact center and is considered to be a place where agents calls the customers and serve them with the information regarding latest product or service that has evolved in the market, updated facilities or combined sale of the clients product.

 

They have more potential and have more aspects involved than they are known for. They have lot more to it than just telemarketing of products.It does every effort to perform good quality work at every process and at all levels. Customer support agents of the providers do everything to promote the product or service across all verticals and segments of market.

At SureVin, we offer a wide arrangement of call center services designed to take care of all the requirements regarding outbound telemarketing.

With most productive and cost efficient outbound call center services with several years of experience in the industry, SureVin focuses on offering best business solutions . We provide best quality assurance programs, technical solutions and are promised to offer excellent customer services to clients.

SureVin’s outbound call center services includes:-

• Telemarketing services
• Due date reminders and billing confirmation.
• Sales/Retention
• Up selling
• Lead Generation

Surevin’s dedicated team of agents and telemarketers give their best to create the customer needs and up sell the products or services. Everything from product sale to lead generation and database enhancement is handled by our expertise team of outbound call center service teams efficiently.

Source Url :-

http://surevin.com/blog/outbound-call-center-services-fortifying-factor-for-growth-of-business/

 

Dial 181! Get A Problem Solved On A Single Call

CM Helpline a platform for citizens of Madhya Pradesh to sort queries and issues with government, officially launched on 31st July 2014, inauguration was done by honorable chief minister Mr. Shivraj Singh Chouhan. On a daily basis CM Helpline registers an average of 4,000 complaints gets registered and sent to government officers for resolution, approx 92% of complaints have been successfully closed by government officers.

CM Helpline opens at 07:00 in the morning and close at 11:00 before midnight, with a total of 300 customer service executives login to provide service delivery to 40,000 calls that hits toll free number 181; all this is managed by a strong system designed under which 30,000 government officers from all government departments in MP mapped in the system in order to provide resolution to complaints logged in CM Helpline.

 

Providing best in class customer service CM helpline complaints gets closed with a satisfaction from end-user who has logged the complaint, and in case of non-satisfaction from end-user complaint gets forwarded to next level senior officer in the same department for re-work. Along-with complaints, at CM Helpline citizen can get information related to MP government schemes and if they have their advice or demands to MP government these can also be registered and sent to their respective department.

Back in the past, citizen having complaint related to government department has to walk-in to the department, write complaint on an application and wait for the reply, where most of the times no action was taken in a timely manner, but now just dial 181 rest will be taken care by the helpline from sending complaints to right department, doing follow-up on complaint and to inform citizen about the resolution provided by department.

All is managed by a staff of 300 trained executives of CM Helpline and its support staff includes trainer, team-leader and managers. Call-center never gets idle time as the frequency of calls is increasing day by day due to which call-center seats got increased in the past to 300.

CM Helpline is a unique process gives knowledge about MP government work-flow and gives an opportunity for students who are working in helpline to prepare for government exams like; SSC, MPPSC and many more.

Source Url:-

http://surevin.com/blog/dial-181-get-a-problem-solved-on-a-single-call/

Why You Need To Outsource For Your Business

BPO is a method of using a third party which signs the contract of multi years of handling the specific, specialized processes on a company’s behalf.This process which is related to IT services can be done more quickly, cheaply and efficiently.

The two main types of BPO are back office and front office outsourcing. Back office processes consist of billing, payroll, human resources and logistics. And front office outsourcing encompasses customer service, technical support, marketing and advertising.

 

BPO is popular mainly in IT services. This process can be clarified as hiring a third party company in other countries to do IT related work. These activities are usually related to:-

1. System Development
2. Data Center Operations
3. Web Development
4. Project Manager
5. Open Source
6. Application Management
7. Application Development
8. Quality Maintenance (including quality assurance and testing).

 

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BPO is considered as “no-core” to the primary business strategy. By outsourcing certain niches of business, the employees can aim for their main purposes. Apart from this, it is also common for organizations to outsource financial and administration (F&A) processes, human resources (HR) and other activities related to Finance and Investment.

This strategy is well known for the practice of hiring a company based in another country in ITES field (Information Technology – enabled Services).

 

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Advantages of BPO Strategy Can Be Classified As Following Things:

1. Cost Reductions – In this, employers can reduce cost by doing process improvements easily with easy control and administration.
2. Concentrations on main business – Employers can have time to focus on their plans when Third Party Company takes care about the rest.
3. Outside expertise and revenue increase – the employers don’t have to take time doing recruitment or training to personnel and qualifications of employees are high due to cooperation.

Cater to changing customer demands and revenue increase, by using this method, employers can save their time and money for training and controlling Third Party Company. Although BPO may be popular for profitability but consumer and employee backlash related to government restrictions and taxation can reduce its popularity.

 

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Business Process Outsourcing (BPO) concept helps us to increase the flexibility of an existing company. It’s an effective idea to speed up the growth and productivity of the organization and also makes it more successful and profitable. BPO companies are proficient enough to provide customers dedicated service. Connect with one of the best BPO companies to solve your project related requirements:-

1. Marketing Purpose – Voice process concept is popular for marketing purposes and many products and services are sold throughout an effective telecalling services. They usually advertise and sell their products over the phone and they have to be capable enough to convince the international customers. A good and professional BPO company believes that customer is god both for inbound and outbound processes.
2. TeleCalling Services – Experience first class telecalling service with a reputed BPO company. Telecallers remain available to serve the clients across whole country through guaranteed service. Each BPO company is based on a particular goal and most people are always interested to invest in a BPO.
3. Customer Satisfaction – It is the core theme of a BPO company. Each customer should be served very carefully so that they won’t experience any problem regarding the quality of service provided. They remain dedicated throughout.
4. Job Opportunity – There are high chances in BPO companies to get the facilities of job. Various types of target based jobs are designed for marketing purpose. The process associates have to meet their targets monthly in order to achieve the success goals. 

Source Url:-
http://surevin.com/blog/why-you-need-to-outsource-for-your-business/