Customer Service: A Deep Dive Into What It Is, and Why Outsourcing Is the Answer – Part One

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What – really – is customer service? Simply put, it’s the direct, one-on-one interaction between a consumer making a purchase, and the representative of the company that is selling it. Simple, right? The interface that connects buying and selling. But is it really as uncomplicated as that? Let’s take a closer look at what happens when that transaction is compromised – or worse – completely fails.


According to numerous business studies, US companies lose more than $62 billion annually due to poor customer services. Not only that – 7 out of 10 customers say they would pay more to engage with a company that provides exemplary service. There is tremendous value in the service aspect of transactional exchanges, and the numbers speak for themselves. Considering that 86% of customers will cease doing business with a company if they’ve had a bad experience – your customer service department must set the gold standard for the reputation of your business. It doesn’t matter how great your products and services are if you fail to provide your customers with a satisfying experience – every step of the way. From the initial research of your business (whether it be online or over the phone) to the purchase itself, to the follow-up in the event of a problem – this is your opportunity to acquire, retain or up-sell your customer. And let’s not forget: a lost customer tends to be gone for good (not to mention the poor reviews they are capable of generating, and the ensuing collateral damage).


Enter the outsourcing company. In a world where automation has become a business go-to, reputable BPO companies can help to not only re-introduce, but perfect customer service via the human element. Let’s face it: simply finding great candidates for your dedicated, in-house support team can be difficult, bearing in mind that you’re usually looking less for that individual who ticks certain educational boxes, than you are for qualities that simply can’t be taught. The best customer service representative is someone who genuinely thrives on helping to meet and exceed customer needs and expectations. They are extremely articulate, a great problem solver and emanate a warm, approachable manner. This individual must be a quick study in order to familiarize with your particular products or services. Your customer service reps are the face of your business, and they completely dictate the impression left with your customers – both existing and potential.


At Anexa, we pride ourselves on our hand-picked customer service teams – we have refined this essential business practice into an artform. For a better understanding of how a customer service outsourcing company like Anexa can support business growth through strengthened client relationships, head to Part Two of our blog.