Why Call Center Outsourcing is the Key to Competitive Customer Service
The 2018 commercial landscape is defined by delivering exceptional customer service experiences to consumers. With a 92% customer retention rate among companies with a well-crafted customer service approach, according to an Aberdeen report on 2018 trends, brands need to focus their efforts on creating custom, convenient experiences in order to keep up. While every company races to provide the best customer service possible, however, brands will need to think strategically about how to set themselves apart from competitors — especially when it comes to the customer-facing elements of the digital supply chain.
62% of companies perceive customer experience delivered by contact centers as a competitive differentiator, according to Deloitte’s 2017 contact center survey. Mismanaged contact centers can be a major pain point for consumers — driving them to take their business elsewhere and to reconsider their brand loyalty. To remedy this, many organizations have made the move to improve their contact centers with capabilities such as automation or solutions such as online forums and help desks. For most consumers that want quick responses and efficient, targeted answers, however, these solutions fall short of delivering excellent customer service. In fact, 52% of consumers are likely to switch brands if a company doesn’t make an effort to personalize communications with them, according to a 2016 Salesforce report.
Partnering with a service-driven supply chain solutions provider to craft a personalized fit experience can help brands take their customer service (and satisfaction) to the next level. Supply chain partners can provide contact center solutions that allow consumers to choose their preferred contact method — call, email or chat — and offer capabilities like intelligent routing and multi-language support to ensure any questions or concerns are resolved on the first try. Unlike automated systems, contact center agents work to improve customer experience and build loyalty by leveraging end-to-end, integrated offerings that align call center quality with all elements of business and the supply chain, such as e-commerce platforms and returns. This omni-channel approach helps brands cater to the 75% of consumers who expect a consistent experience wherever they engage a company (website, mobile, in-person, etc.).
A custom approach to customer service is futile, however, if agents are unavailable when consumers need them. In fact, 70% of consumers say their loyalty to a brand is influenced by their ability to get customer service at any time, any day, according to a Salesforce survey. A consumer-savvy supply chain partner knows this and leverages cloud-based platforms to give consumers high-quality, around-the-clock service and to provide brands with business continuity assurance. Such cloud-based service models can give brands data-driven insights into their customer contacts to drive business decisions and improve long-term satisfaction.
Consumers reaching out to contact centers already have a problem, so it’s the brand’s job to meet those problems with a solution. By leveraging supply chain partners to manage their contact centers, brands prove they prioritize organized, seamless transactions and happy consumers. As 2018 continues, the brands that use top-notch service to drive both satisfaction and, just as important, sales, will win out over competitors.
To learn how ModusLink’s contact center solution sizes up against the competition, download this infographic. For more information on how our contact center solution can build customer loyalty, visit the solutions page.
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