Author: XACT

Excellent customer service takes a lot of people. It can be too much for regular staff to keep up with. Full-time staff hired to do other jobs can feel overworked when they also have to handle customer service outreach. And, one receptionist probably won’t be able to tackle all of the customer calls and emails in an efficient and timely manner. When you have several customers reaching out to you, it can quickly become overwhelming. When things pile up, it’s easier for customer outreach to fall through the cracks. What’s more, staff may become burnt out which can decrease their satisfaction and increase turnover rates.

These are all challenges, but hiring additional full-time employees to staff your customer service department isn’t always the best solution either. The hiring process is time-consuming and expensive. You will need to set aside time to interview potential candidates. You’ll also have to dedicate resources to onboarding and new employee training. And that’s not even considering expenses like salary, benefits, and a 401K. As you can see, the costs quickly add up!

Thankfully, there is another option available for business owners who need additional manpower: outsourcing your customer care department. This allows your current employees to focus on the job they were hired to handle, which can increase their satisfaction. In addition, outsourcing opens the door to additional possibilities. Not only will you have a larger customer care team, but you can provide a greater variety of solutions.

Outsourcing to XACT, allows you to provide more than just a customer service number or even an email point of contact. But also, web chat, social media support, and text support. So, by outsourcing, you can increase customer satisfaction in more ways than one, because you can provide them with several ways to reach you at their convenience.

Are you ready to learn more? We’d love to work with your business and develop a plan that’s best for you and your customers. Please reach out to us at XACT so we can talk about all of the options available!

Any agent representing your company should know how to do it proficiently. At XACT, all of our agents undergo extensive training in key customer service elements like tone of voice, empathy, and attitude.

Wise words from a very wise man.

When handling a call, repeat the customer’s question or concern several times. If you have a comprehensive understanding of the issue, it’s easier to provide a satisfactory solution.

Customer expectations are rising. Is your company delivering the experience that consumers today demand? Now, more than ever, a great brand depends on great customer service. Wondering how your company’s customer service stacks up to the best? Here are three vital areas of delivering a superior customer experience, along with examples of companies that have been successful:

Make it personalized: In an age when business and personal interactions can be anonymous and impersonal, customers crave — and are willing to pay for — high-quality and personalized experiences. That means that the people answering your customer service inquiries are critical. Retailer Zappos, for example, has call center operators who are allowed the time to get to know individual customers, calling them by their first names and chatting with them while they are providing answers and/or addressing customer service issues.

Provide more ways to interact: Customers demand multiple ways to interact with a company, and they still expect each method to deliver a personalized experience. The mobile phone remains the most preferred tool; however, in recent years the use of other channels has risen. While making multiple channels available, it remains vital that communication is relatively easy and fast and of course, friendly. Disney is a pioneer in providing a friendly omni-channel experience to customers through its My Disney Experience tool.

Listen closely, respond quickly: Companies need to respond to feedback and issues quickly and effectively, and let customers know what’s been done to remedy any situation. Is your customer service friendly and effective? Does it offer a quick resolution to problems? Now, more than ever, it’s important to make customer support easy and convenient for all customers.

Outsourcing your customer service efforts to the right company can be an important part of delivering the best customer experience to your clients. Want to learn more about how we can help? Visit our website: https://www.myxact.com/