Coping with expectations: How modern customer service should be

OABPO Blog Team Published on November 7, 2014

Coping-with-expectations-How-modern-customer-service-should-be--Open-Access-BPO--Philippine-call-centers
Philippine call centers have been adapting web-based tools and using them as non-voice customer service channels in order to keep up with growing customer demands. Aside from the phone, it s now typical for contact centers to welcome and address queries via email, live chat, social media, SMS, and even mobile apps.

Customers have a plethora of convenient points of contact to choose from, but no matter how first-rate the service businesses offer, it seems that these options still have a long way to go just to satisfy people. And this is the challenge that every evolving company must face because as they elevate the quality of their products and services, their audience s expectations similarly rise. What s best now will become the standard, and those who don t live up to the standards will fall behind. This is why if you offer multi-channeled customer support, you need to know what customers expect from your channels in order to pass their collective criteria for great customer experience.

Channel

Coping-with-expectations-How-modern-customer-service-should-be

Choosing the right channel to deliver online support is one of the trickiest part of extending customer service to digital platforms. There may be lots of free social networks to build your base on, but those sites may not be where your audience frequents.

You may decide to have all areas covered by embracing all available platforms, but some of them may end up unused, making no return to your investments. What you need to do then is study where customer engagement takes place the most. Facebook and Twitter, for instance, are safe choices since these are today s biggest social media sites doubling as customer service platforms. You can eventually branch out to other channels as you get to know your customers better and their communication preferences.

Once you have chosen the right platforms to use, you should determine which functions each channel should carry. For instance, the phone can remain as the main channel for high priority cases, while social media can take care of minor queries. Then, know whether one Twitter account is enough for all customer service concerns or if you need multiple profiles for different issues like billing, subscription, or delivery tracking.

Accessibility

Ideally, you should be available round-the-clock now that you offer multi-channeled customer support. But if you don t receive request for assistance after office hours, then it s understandable to keep your operations within nine-to-five. Again, a thorough study of consumer preferences is needed in order to pinpoint the correct hours to make your service available.

Keep in mind, though, that no matter the channel and operating hours you choose, you should be accessible during that period. So keep your channels responsive and reliable by doing regular maintenance and upgrades.

Speed

Coping-with-expectations-How-modern-customer-service-should-be-

By speed, we mean the span of time from when the customers sent a request and the time you answered. Ideal response time varies from channel to channel:

• On the phone, it’s always best to answer right away, but if there isn’t anyone available at the moment, an interactive voice responseinteractive voice response (IVR) system must at least get the call sorted out so that the agent can get right to solving it as soon as he goes live.

• On email, the reply should be sent within the day. You might consider using an auto-responder that lets senders know that you received their message. This lets them know that you re working on their case, and you can also give a time estimate for when a solution can be sent.

• On live chat, replies should take no longer than three minutes, while tweets and other social media comments should also be posted with immediacy.

Basically, your response time should be faster than your competitors and shorter than your customers patience.

Join us on facebook
Open Access BPO 6 days ago
Aside from the location advantage, the 𝐏𝐡𝐢𝐥𝐢𝐩𝐩𝐢𝐧𝐞𝐬 𝐭𝐡𝐞 𝐦𝐨𝐬𝐭 𝐥𝐮𝐜𝐫𝐚𝐭𝐢𝐯𝐞 𝐝𝐞𝐬𝐭𝐢𝐧𝐚𝐭𝐢𝐨𝐧 𝐟𝐨𝐫 𝐦𝐮𝐥𝐭𝐢𝐥𝐢𝐧𝐠𝐮𝐚𝐥 𝐜𝐚𝐥𝐥 𝐜𝐞𝐧𝐭𝐞𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 in Southeast Asia because of these Filipino qualities:
• neutral accent;
• multilingual proficiency;
• dedicated work ethics;
• resilience and adaptability; and
• close affinity with Western cultures.

Read: https://buff.ly/47sGAKD

----------
Partner with a #CallCenter with strong #CustomerExperience expertise: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CustomerSatisfaction #CSat #CX
Open Access BPO 6 days ago
𝗙𝗼𝗿𝗲𝗰𝗮𝘀𝘁𝗶𝗻𝗴 𝗮𝗰𝗰𝘂𝗿𝗮𝗰𝘆 is a valuable metric to determine the challenges your #CustomerSupport team will face.
It allows you to manage your team and distribute the workload accordingly, paving the way for an efficient operational output.

Read: https://buff.ly/3R0VCk2

----------
Effective employee and ops management ensure high #productivity for optimal 24/7 coverage.

So, only partner with an #outsourcing specialist with robust and foolproof ops strategies that will make your brand soar: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
Open Access BPO 7 days ago
Creating culturally diverse teams in #CallCenters is not just a moral imperative but a strategic advantage.

Here are 6 more compelling reasons for ensuring #CulturalDiversity in the workplace: https://buff.ly/3MYaCO6

----------
Choose an #outsourcing partner with diverse teams and cultures:
OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#diversity #inclusitivity
Open Access BPO 7 days ago
This expansion is a strategic move that signifies a major milestone in 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢's continuous growth and dedication to serving its expanding international clientele.

It enhances the company's capacity to manage additional programs, grow its teams, and create job opportunities for Davao-based

more via KRON 4 News
https://buff.ly/3sVKUD7
Open Access BPO 8 days ago
𝐀𝐫𝐞 𝐡𝐮𝐦𝐚𝐧 𝐜𝐨𝐧𝐭𝐞𝐧𝐭 𝐦𝐨𝐝𝐞𝐫𝐚𝐭𝐨𝐫𝐬 𝐬𝐭𝐢𝐥𝐥 𝐧𝐞𝐜𝐞𝐬𝐬𝐚𝐫𝐲 𝐢𝐧 𝐭𝐡𝐞 𝐦𝐢𝐝𝐬𝐭 𝐨𝐟 𝐚𝐥𝐠𝐨𝐫𝐢𝐭𝐡𝐦-𝐩𝐨𝐰𝐞𝐫𝐞𝐝 𝐝𝐢𝐠𝐢𝐭𝐚𝐥 #𝐂𝐨𝐧𝐭𝐞𝐧𝐭𝐌𝐨𝐝𝐞𝐫𝐚𝐭𝐢𝐨𝐧 𝐭𝐨𝐨𝐥𝐬.

It's humans vs algorithm in this blog post! Read all about it now: https://buff.ly/3uybgeN

----------
Outsource content moderation and other business or knowledge process needs: buff.ly/3sJxKJl

#WeSpeakYourLanguage
Open Access BPO 8 days ago
#CallCenter Team Leaders drive progress and ensure exceptional #CustomerExperience.

Want to unlock the secrets to becoming an extraordinary leader for your team?

Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/3G7P2Dc

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: https://buff.ly/47MoEKX

#WeSpeakYourLanguage
Open Access BPO