Customer Service and the Role of Outsourcing Companies

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Customer service is a complex beast. We are all aware of the importance of quality customer service, but what does that really mean? There are many aspects to customer service, including accessibility, timespan, problem resolution etc. There are also various methods of carrying out customer service, such as email, telephone or call center support, online chat, social media etc. The scope of customer service and its ability to make or break a business is hard to ignore. If you are interested in the longevity and overall success of your business, it’s about time you start putting more into your customer service efforts – and outsourcing is a fantastic place to start.


Call Center Services


We have all been part of the customer service queue conundrum. Call this number, press __ and wait…and then wait some more.


When operating a call center, you want your customers to feel that they have easy access to your business representatives, becasuse they are the ones who have the answers to their questions and hold the power to make their day better or worse. This means a whole lot in terms of customer retention – and as we all know, it’s far more expensive to gain new customers than it is to retain existing ones. The best way to do that is to offer an extensive, highly operational call center. Outsourcing companies are masters of the call center – armed with experienced personnel who are trained to take swift action when resolving issues, answering questions and relating to customers flawlessly – all with a smile that you can hear through the phone.


Online and Social Media Customer Support


Thanks to the endless expansion of online apps like Twitter and Facebook, customer service has become increasingly more popular online and via social media. The majority of younger demographics lean on social media customer support for answers – and for good reason.


To the average person, multitasking is extremely important. Having the ability to connect with your favourite brands’ customer support teams via social media is a huge advantage in that sense. It allows far more flexibility in going about the day while ensuring your question is answered, your issue is remedied and your faith in that brand is restored. Reputable outsourcing companies offer state-of-the-art customer service via social media, giving your customers a reason to keep coming back.


It should never be too much to ask that when you purchase from a business, you are afforded easy and communicative customer support in case of questions or concerns. As well, so often, the early stages of the buying experience involve customer service. Younger demographics, especially, are smart buyers – they are not impulsive, they do their research and they do not buy needlessly, without all the information required to make a final decision. If they don’t have a simple solution or fast, easy answers to their questions with regard to your products or services, you may very well lose that customer for good. Bottom line – customer service is make or break.


With a trusted outsourcing company at your side like Anexa, you can be confident that your customers are not lost to faulty communication and poor accessibility. Our customer service team is highly experienced and ready to be there for you, so that you can be there for your customers.