In the wake of COVID-19, every industry has had to adapt to new trends and expectations. Customer service is a major component of this shift.

So, many businesses have learned to outsource customer service. When you invest in a third-party full-time customer service team, you reap a variety of benefits. That’s why even experts in business recognize its value for the sake of improving overall customer satisfaction.

If you’re considering whether outsourcing customer service is worth your investment, you’ve come to the right place. Outlined below are all of the key benefits that might help you decide. Keep reading to ensure your business has the best customer service strategy.

Integrate a Comprehensive Customer Service Strategy

It’s true that not all third-party customer service teams are worth your investment. You deserve to only work with a reputable company that excels in this field. It can, therefore, be worthwhile to do some research before you hire any company.

First, ensure that they offer a customizable solution. Your business, after all, has unique needs and processes.

Their solution should be able to fully integrate customer service needs with the rest of your operations. Take the time to see what areas of your existing customer service strategy could use improvement.

Use Analytics to Continue Improving Customer Relationships

Speaking of improving customer service, a proper digital solution can benefit in this regard. Over time, your digital customer service solution will generate useful data.

Then, you can use trends and data to see what customer service strategies are successful and/or need to be improved. It might be worthwhile to work directly with your outsourced customer service team on this. They’ll have more insight as to how your business can offer customers the best interactions.

Outsourcing Business Services Like This Can Save Money

Of course, you’re a responsible business owner or manager. That means that your top priority is likely the company’s bottom line. You’re likely wondering, how much would outsourcing customer service cost you?

Well, rest assured knowing that outsourcing services like this will save money in the long run. That’s because you’ll avoid having to recruit, hire, and fire customer service members all of the time. Instead, avoid paying for salaries and benefits with a flat fee to a third party.

Employees Will Appreciate It, Too

The last major benefit of outsourcing customer service is for the sake of your employees. The third-party team will have its entire focus on keeping customers happy.

As a result, the rest of your own team can focus on their other responsibilities. Plus, the more that customers are satisfied and return for continued business, the better the company will profit overall. Employees, of course, would profit from this, too.

Invest in Reliable Customer Service Solutions Today

If you want to stay competitive within your niche market, customer service is going to be essential. In particular, outsourcing this business service is in your best interest for all of the reasons detailed above.

We’re here to help businesses like yours make the most of their customer service strategies in today’s competitive industry. For that reason, learn more about our comprehensive customer service solutions today.

A recent survey found that more than 70 percent of small businesses have a website. Whether your website runs the e-commerce portion of your business or acts as a place for contact information, it needs to run smoothly. Web support services are the answer!

Web support gives you online support services and helps protect your website’s security. Web support services also make the necessary updates to your business website.

Here’s more on why you need web support services for your business.

Online Support Services

Reaching someone anytime you need them is key to supporting your website. Online support services allow you to get an expert who can help when your website is down or not functioning correctly.

A helpful voice at the other end of the phone can put you at ease. Online and remote services will walk you through a problem and get you a solution. Tech experts with customer support know you’re not an expert in computers (or websites), so they will explain everything quickly and thoughtfully.

Perhaps you might have an issue with your website accepting credit cards. A tech can walk you through how to fix the problem thanks to online services and customer support. Pretty soon, your website will be back up and running!

Web Security

Recent statistics show that 65 percent of Americans have been victims of at least one scam offer, and 47 percent have had their personal information stolen by cybercriminals. Strengthening your cybersecurity is a part of doing business that you must take seriously.

With online services and customer support, your website will get the necessary updates to keep you and your customers safe. Remote services can be done without you knowing, ensuring your business website is up to date.

Avoid costly network hacks that could potentially ruin your business and your reputation. Moreover, it could cost you a fortune to recover.

Software Updates

Businesses use several different software programs to operate. Sometimes, each function needs a different program! Updates to your software keep everything running smoothly.

Updating software fixes bugs and other glitches. It will also help prevent your entire system from crashing!

Regular updates are critical, but only a professional can recommend how often these updates should happen. Failing to get the latest software updates can leave your website vulnerable and exposed.

Additionally, updates protect your data. Imagine how devastating it would be if you lost all of the information. Recovery might never happen.

Why You Need Web Support Services for Your Business

Web support services for your business mean online support services, web security, and software updates. Taking advantage of these services is a necessity in the business world.

Contact us and let us help you get started with web support services for your business. We can help protect your computer infrastructure and keep your business running smoothly. Failing to do so puts your system at significant risk.

Customer support. People want to feel taken care of, and having a team dedicated to doing that can only help your business.

This is critical to retaining your customers. Existing customers have a higher conversion rate for businesses, and it is much cheaper than having to find replacement customers.

What is one way you can retain customers? Having good web support.

What is web support? How does web support help keep customers satisfied?

This is your guide.

Improving Response Time

The first thing that you need to do is improve the response time to your customers. This survey revealed that the average company takes over 12 hours to respond to customer support requests.

That is too long when you realize what the expectations of the customers are. Almost half of all customers expect to get a response from a company in four hours or less. About 12% of people even expect to get a response in less than 15 minutes.

So, what can you do here? The answer is that you can dedicate a team to work on customer support phone calls and open up live chat support.

This system ensures that you always have someone monitoring customer service inquiries and that your company can respond to them promptly. That should improve your response time, and if you meet that expectation from customers, you will likely see a higher conversion rate.

Quality Customer Support

The next thing that you need to do is ensure that your company is offering quality customer support. If your company does this, a customer is more likely to keep doing business with you.

To do this, you need to get organized. Think of the most common questions that customers might need support with and make them the first options to be answered by a FAQ sheet or customer service.

Once you do that, make sure the people that are chatting with your customers are knowledgeable about your business and the issues that come up. Make them prepared to deal with customers and have answers for them.

Finally, it helps if your customer support is friendly and informative. It can leave the customer feeling satisfied and more likely to stay on.

Encouraging Feedback

One other thing that you can do is encourage feedback from your customers. To do this, create a survey and ask a customer about every aspect of their experience. Give them options to express what they liked and did not like about their experience with you.

Then, use web support to send a notification to them about this, whether it is by SMS or email. Getting feedback from customers can help you know where your business thrives and where it needs to improve.

Get Web Support

These are three of the biggest ways that web support can help improve your conversion rate. If you have higher quality with your customer support, improve response time, and encourage feedback from customers, you should see those improvements in no time.

Do you need web support services? Message us today to get started.

Some businesses can halt their growth by trying to do everything internally. While it may seem like it’s better for businesses to keep everything in-house, the opposite can be true.

When you try to keep everything internally, it can overload the current staff members, cost the business more money and stunt growth. But, when you outsource certain tasks, you can free up more employees to handle essential responsibilities.

It also allows you to accomplish more of your goals and meet the growing customer demand. On top of all of this, it helps increase customer satisfaction. Customer satisfaction can result in higher customer retention as well as acquisition.

At XACT, we know this to be true, which is why we offer several services that can help you expand. Here are five ways we can help your business grow:

Customer Help Desk

We offer a multi-channel help desk solution for organizations looking to provide top-tier service and support. Our specialists can assist your callers with common and uncommon questions. We’re available to assist with multiple methods of support.

Chat and Web Support

When your customers are online and need assistance, it’s paramount that your customer support solution offers easy, innovative and flexible ways of supporting your product or service. That’s why we offer assistance at the click of the mouse or a screen tap. Our technology, as well as our expertise, can integrate that seamlessly into your application, website or communication solution.

Our chat technology, integrated directly with our skill-based routing omnichannel environment, directs your requests to agents efficiently and effectively. We design the look and feel of the chat interface to match the colors and tone of your site or application.

Short message service (SMS) is easily the fastest growing method of communication today. We can provide a short code (6 digits or less) or use your existing support number and enable SMS, instantly allowing your number to be both phone and SMS enabled. By offering text or call, your customer has both flexibility and choice.

Outbound Survey/Response

We can help your organization reach customers in more effective ways than ever. Using our tools and technology, we can engineer campaigns to market, survey, respond and interact.

Service and Support Dispatch

Our Service and Support Dispatch solutions are designed to get time-sensitive, critical information out to your teams quickly, assuring support is only a phone call, email, SMS or chat away.

Telephone Answering Services

Our answering service solutions can provide coverage and customer support that might ordinarily be out of reach for most small businesses trying to hire full-time, in-house employees. With XACT, you can provide customers with friendly, professional answers even when you’re not available. You can also rely on us to get the message exactly how you want it (by phone, fax, email, SMS or through our customer portal).

Learn more about all of the services we have to offer by reaching out to us at 877.XACT-877. We’d love to discuss your unique needs and how our solutions can help your business grow.

Do your customers have an easy way to reach assistance when they’re online? This can be a paramount way to avoid lost sales. If you’re not offering this type of support, it’s time to start. Add chat to your website.