OUTSOURCE TO SCALE UP

How fast is your instant resolution? Is it right at your support agent's fingertips? Or do they have to go through a long process to find the answer? You may have a knowledge base, but is it updated? Instant resolutions are expected to be fast but where it's coming from is not built instantly. It requires thorough documentation of previous concerns and processes. Specializing in customer support, Telework PH has effectively built the knowledge base needed to deal with customers' concerns and continue to provide instant resolutions. 👉🏼https://bit.ly/liContactJeff #customersupport #customerexperience #CX #brandloyalty

"You cannot pour from an empty cup." How can an agent give instant resolution to a concern on the first encounter? Without equipping your customer agents with the proper tools and knowledge, would they be able to handle your customers' concerns? Frustration awaits—for both the customer and the agent. How can you prepare your agents? What steps can you make to reinforce your agents? 👉🏼https://bit.ly/liCustomersWantInstantResolutions #customersupport #customerexperience #CX #brandloyalty

Instant resolutions are what your customer expects. But what if your customer support agent doesn't know the answer? This is where the importance of support layers is magnified. Is there someone on the floor that can give quick assistance to your agents, or are they on their own scrambling to find answers? Of course, your first layer of support, your support agents who handle incoming calls, emails, and chats, are well-trained. But they do not have all the answers. The layers of your customer support are your agents' safety net to continue giving instant resolutions when they reach their limits. 👉🏼https://bit.ly/liCustomersWantInstantResolutions #customersupport #customerexperience #CX #brandloyalty

When someone hears the words "customer support," the first thing that should come to mind is resolutions NOT a waste of time. It means that the main goal of a support team is to give customers the satisfying experience that makes their journey with your brand memorable, not forgettable. When a customer approached your support team, would it be a good memory or a memory they wish to forget? Instant resolutions are what your customers expect. That makes a satisfying experience. Are you ready for it?👉🏼https://bit.ly/liCustomersWantInstantResolutions #customersupport #customerexperience #CX #brandloyalty

The harsh reality: One mistake can mean the end between a customer and a brand. Zendesk's study shows that 80% of customers said they were willing to investigate and even do business with the competitor after just one bad experience. And 50% said they would definitely do business with the competitor after just one bad experience. Another study done by Qualtrics XM Institute showed that only 1 out of 5 customers said they would forgive a bad experience with a company that had poor customer service. Of course, you can always improve from mistakes, but a loss is a loss. You need to spend more to acquire new customers again. Well, this can be avoided. Focus on customer retention—giving an excellent customer experience. 👉🏼https://bit.ly/liCustomerRetention #customersupport #customerexperience #CX #brandloyalty

Starting over and over is not only expensive but also tiring. Acquiring a new customer is 5x higher than retaining existing ones (invesp). Losing customers, you are letting all the time, money, and efforts spent to build their loyalty fall apart. However, focusing on customer retention rate by increasing it to 5% can also increase profits by 25% to a staggering 95% (Forbes). What does this tell us? Focus on customer retention—not just acquisition. How do you retain your customers? Make sure they are always satisfied. Yes! Exceptional customer experience. Let us help you with that. 👉🏼https://bit.ly/liContactJeff #customersupport #customerexperience #CX #brandloyalty

Acquire a customer through marketing, RETAIN a customer through customer experience. With the most creative marketing strategy, attracting customers is easy. But as a business, you don't just want to gain customers. YOU WANT TO RETAIN THEM. You want their loyalty to your brand. Why? According to Forbes, acquiring a new customer can cost between 5 to as high as 25 times more than just retaining your existing customer. How can you retain them? Customer loyalty comes with a good customer experience. 👉🏼https://bit.ly/liCustomerRetention #customersupport #customerexperience #CX #brandloyalty

What is the FIRST thing your customers would recall when they have to look back to their experience with your brand? What they recall can mean their decision. Would they want to be involved with your brand again or just move on from it? You may have gained a customer, but were you able to RETAIN them? Lee Resources, a leading consultancy services firm, found out that only 1 out of 26 unsatisfied customers (~96%) make their complaints known. The rest just leave silently. Remember, customer acquisition is far more expensive than customer retention. Retain your customers with a satisfying customer experience. Build your team with TWPH's fully equipped customer support agents and ensure the satisfying experience your customers deserve. 👉🏼https://bit.ly/liContactJeff #customersupport #customerexperience #CX #brandloyalty

According to one study, repeat customers are more profitable. A 5% increase in retention rates can increase your profits by up to 95%, and you can save more on your marketing because it can cost up to 5 times more to get new customers than to retain existing ones. - BeeHive Research, 2020 How can you retain them? Customer loyalty comes with a good customer experience. How can you focus on retaining your customers? 👉🏼https://bit.ly/liCustomerRetention #customersupport #customerexperience #CX #brandloyalty

Customer experience is all about speed and empathy. The former? No questions asked, chatbots will win. With one keyword, information related to it is processed in split seconds. However, empathy, the more important one, will be in question. There are instances that one needs to listen to everything first to comprehend the situation. This involves listening carefully to the words and emotions of the person on the other side of the chat. Yes, even with just typewritten words, one can decipher the emotions of the writer. Chatbots cannot decrypt that. Why? EMPATHY is something robots would never have. Live agents may not be as fast as chatbots, but they always have a higher chance of providing solutions instantly as they can understand humans very well. Because they themselves are one. 👉🏼https://bit.ly/liChatbotsVsLiveAgents #customersupport #customerexperience #CX #outsourcing

Customers are humans with human emotions and should be treated as humans. Meaning: customers want to interact with those of the same level—humans to humans. Someone who would understand what they need when they can't express in words their concerns. Someone who can look beyond words. Chatbots are faster to respond because they are programmed to recognize keywords but will be limited in understanding beyond words. . Imagine the situation if a frustrated customer starts to go on an infinite loop with a chatbot because the word this customer used is not in the program (remember, people use different terms to call things). It will only add fuel to the fire. That is not what you want your customers to experience. Build a team of empathetic, skillful agents with Telework PH and deliver an excellent customer experience. 👉🏼https://bit.ly/liContactJeff #customersupport #customerexperience #CX #outsourcing

A live agent working 3 or 4 chats at a time may be exhausting and time-consuming. How can they be efficient?—support Here is where chatbots come in. The main role of chatbots is to collect a few bits of vital information, information that a support agent would need. Collecting information before the interaction with a support agent saves time! The agent will just need to access the customer's details and history as soon as the customer is connected. Then, the real interaction begins—the human interaction. You see, chatbots help support agents to be more efficient, but they can never replace the human interaction customers want. 👉🏼https://bit.ly/liChatbotsVsLiveAgents #customersupport #customerexperience #CX #outsourcing

Chatbots are programmed to understand human words. But can they understand human emotions? The study published in Forbes pre-pandemic showed that nearly 50 percent of U.K. respondents and around 60 percent of U.S. respondents said they'd prefer a live person over a chatbot. Why? When a customer has an issue, chatbots will never decrypt the emotions behind the words. But not when a live human is on the other end of the chat. A live agent understands the WORDS and the EMOTIONS of your customers. And this is all a customer wants. That is reassuring. 👉🏼https://bit.ly/liChatbotsVsLiveAgents #customersupport #customerexperience #CX #outsourcing

Microsoft had seen the change since as far back as 2019 when they discovered that chatbots were only about 28% effective. That's a fall from an overall 36% effectiveness in previous years. What happened? It turns out humans still prefer to interact with humans. The main reason: customers contact support services is to solve their concerns IMMEDIATELY not to run around in circles with chatbots. A live chat operator can decipher what the customer needs. They can adjust on the spot and provide solutions. This is what your customers paid for—an excellent customer experience. 👉🏼https://bit.ly/liChatbotsVsLiveAgents #customersupport #customerexperience #CX #outsourcing

Imagine a friend called you because they are lost. How can you give direction to someone lost if you don't have their exact location? A person lost would usually just describe what they see in hopes that the one helping knowledgeable of the place can get clues from the information provided. However, how can you know if you are not familiar with the area yourself? Customers can get lost (having issues), and they need support agents to help them find their way (solve their concerns). However, agents can only help if they have a map of their customer's journey—to trace their tracks, where it went wrong. And this map would only exist if your support system is capable of drawing the journey of your customers the moment it begins. Do you have a capable customer support team that can note down details to draw the map of your customer's journey? 👉🏼https://bit.ly/liDontGetComfortableWithYourSupport #customersupport #customerexperience #CX #outsourcing        

When do you update your customer support? Do you respond reactively, only when it is about to break down? Or do you act proactively, using data to predict when it might break down and prevent it from happening, even updating it? Michael Redbord (2017) of Harvard Business Review states that "if you’re still in reactive support mode and don’t have any customer functions doing proactive work, you’re behind where you should be." Don't get left behind! Don't get comfortable with your customer support. 👉🏼https://bit.ly/liDontGetComfortableWithYourSupport #customersupport #customerexperience #CX #outsourcing

False information is powerful. With this, potential customers may decide not to do any business with a brand. However, smart customers tend to do more research to confirm such claims. Business leaders are also customers. Especially, when they are planning to outsource. Will you allow false information about outsourcing to influence your decision? Or will you look for first-hand information that can confirm/deny the claims you've heard? Finding the answers is a leader's priority. Even if it means they have to ask. 👉🏼https://bit.ly/liContactJeff #customersupport #customerexperience #CX #outsourcing