Brands’ increasing focus on customer support isn’t just a fad. When carried out correctly, high-quality services help businesses build trust among its target consumers. On the contrary, poor customer service harms a company’s sales and reputation. It leads to buyer churn, abandoned shopping carts, and negative word of mouth—which means it can be extremely expensive. […]
As one of the most competitive players in the global outsourcing market, how does the Philippines plan to tackle the biggest, looming industry challenges? Business leaders’ quest for cost-effective solutions, consumers’ shifting preferences, and the rise of new tech products and processes are simultaneously reshaping the offshoring landscape. For emerging outsourcing locations, the challenges that […]
With more and more brands offering digital solutions to their clientele, educating customers about cyberattacks and information security has become crucial. Of course, you want to protect your company and customers from these attacks, and it’s not just because of the revenue losses involved. More importantly, companies that are vulnerable to data breaches get a […]
There’s a reason why most brands are obsessed about speeding up their customer support processes: they don’t want to miss even just one call from their clients. Unfortunately, there are cases when this is unavoidable, especially if you’re in the middle of a hectic period such as during holidays or when you’re going through a […]
The search for cost-efficient business solutions will continue to drive the growth of business process outsourcing (BPO) in the next six years. Real estate firm Cushman & Wakefield’s Where in the World 2016 report stated that the global BPO sector is expected to grow by 6% annually. This is proof that entrepreneurs still consider third-party […]
There’s no one-size-fits-all formula for building a customer-centric brand. But one of the best ways to do so is to align your support and marketing strategies. As more and more company leaders come to realize that customer service and marketing cannot function effectively without the other, the line between the two has begun to blur.
The only way to make your brand memorable is to provide consumers exactly what they want and need. Getting there, however, is a complex and difficult process. Using data, tech tools, and analytics, businesses can find out what really matters to their target demographic. Without data-driven processes and strategies, however, companies are utterly powerless. They […]
In terms of cyber security, 2016 has been a tough year for brands. How should you gear up for a new breed of IT threats in 2017? Information security breaches made headlines this year. As of last month, over two billion records have already been stolen, exposing consumers and businesses to massive risks. Even big […]
Your frontline customer service teams possess deep knowledge about your customers, internal processes, and business strategies. But are you capturing their insights? If we’re going to be honest about it, most organizations still exclude their employees from their decision making processes. It’s often because their culture prevents top executives and employees from communicating with one […]
