Category

Backend Support Services

Why Should You Have Honest Customer Service?

By | Administrative Support, Backend Support Services, Business Improvement, Business Sustainability, Call Center Support, Customer Service, Employee Management, Entrepreneurship, IdeasUnlimited US Remote Workers, Receptionist Service, Remote Work, The IU Way, Virtual Assistant | No Comments

Why do most companies keep customers in the dark until the issue can be resolved?

They don’t want to have to tell the customer that there is anything wrong and to acknowledge their mistake. Often, the problem might not even be any mistake but an accident caused by uncontrollable events, but customer service representatives are hesitant to disclose the real issue behind the scenes for fear of being held liable for it later on.

Backed by our 9+ years of experience in operating a customer care center, we are here to tell you that honest customer service is the only way to go for operating a sustainable business.

Why Customers Dislike Being Left Out of the Loop

Customer dislike being kept in the dark for these two major reasons:

  1. 1. It makes the customers feel frustrated that they do not have the full picture of what is going on and it makes them feel that you as a company do not care about your clients.
  2. 2. Customers cannot manage their expectations because they literally have no idea what to expect.

Why You Should Tell Customers the Truth, Even When It’s Bad

It is a natural impulse to hide bad news for as long as possible but we’re here to tell you that being honest with your customers would be a better business decision. Here is why:

  1. 1. Being honest will generate trust between your company and your customer. Doing otherwise will not create long term value for your business. If you are straightforward and clear in your dealings as a company, it is only natural that honest and trustworthy people will in turn be attracted to your business. Like follows like.
  2. 2. Customers are intelligent. They understand that problems do arise. They can handle bad news and do not even mind if it is handled correctly. They’re more interested in what you’re doing to fix the issue. They just want some reassurance that something is being done to rectify the situation in an expected timeframe.
  3. 3. If clients are happy with the customer service they are receiving, they’ll return more and more. A successful business depends more on return customers than new ones.

Why Valuing Honest Customer Service is a Good Business Idea

Having a strong customer service center which becomes known for its honesty and integrity can be a huge asset that can catapult your popularity. Customers are more willing to try out a new company if they hear that they are willing to go above and beyond for their customers. They are likelier to reward a company who they hear are honest. It makes the customer realize there are actual human beings behind the screen who care about you as another human being and want to solve your issue.

Another advantage of this is the goodwill this develops between the customers and your employees. Your employees will be content in a place they know upholds good moral values and will be proud to be working there.

How Can You Become a Company with Honest Customer Service?

How can you uphold these values without altruistically running your business into the ground?

What you need to do when defining your expertise/ services is to be as detailed as possible in favor of exactly defining what it is you are offering. This shows that you value time and clarity of thought. It will also make it easier for customers to be able to find you from amongst the hundreds of other companies.

If the customer has been inconvenienced, you should be transparent and ask them how to make it up to them. You can give options like giving refunds, gift cards or coupons and let them decide.

One major deterrent to opting for a dishonest approach to handling customers is that anything you do will always remain online for everyone to see. Be they reviews or internal communications with your employees, you should know anything done on the internet remains on the internet. An ethical company would have nothing to fear from a disgruntled employee or irritated customer.

Things to Avoid:

Using vague language which is extremely generic will give the impression that you are brushing off your customers by using popular jargon without putting much thought into what you are saying.

People will have pre-established notions of your company if they have already been exposed to negative reviews pertaining to your reputation as untrustworthy or fraudulent. They could have heard it from other people or read it online, it doesn’t matter. It shows a history of behavior and customers are less likely to give such a company a chance.

Lying has another negative drawback. It can always circle back, and the actual truth can be revealed. Even if you think you got away with it in the initial situation, if a customer later realizes they have been lied to, there is a chance that they get angry enough to take their business elsewhere.

At the end of the day, there will be no business if there are no customers, so it is simply good business sense to make their satisfaction your priority. So, what are you waiting for? Get expert customer service center support today in order to avoid these pitfalls and build a sustainable brand.

IU services in COVID-19

Is COVID-19 Harming Your Business? We Can Help

By | Administrative Support, Backend Support Services, Business Improvement, Business Sustainability, Call Center for Small Business, Call Center Support, Customer Service, Ecommerce Support, Ecommerce Support Services, Healthcare Call Center Support, IdeasUnlimited US Remote Workers, Inbound Call Center Solution, Marketing Virtual Assistant, Medical Virtual Assistant, Multilingual Customer Service, Outbound Call Center Services, Remote Support Services, Technical Support, Virtual Assistant Support | No Comments

The coronavirus pandemic has rained trouble down on small businesses from every angle. The business landscape is uncertain, and every sector has had to adapt. Whether business is reduced, or it is temporarily booming, we can help you get through this time. Our secret is leveraging and managing a remote workforce.

Chat, Email, and Call Center Support

Just like most businesses today, your business may be spread thin; perhaps employees are staying at home, availing PTO. Or perhaps you could not afford their services, but cannot handle all the work they were taking care of. If so, it might be time to look into hiring and managing a remote workforce.

Hiring a remote workforce during this time to take care of customer emails, calls and chat requests is the best way to ensure that your customers or clients feel well taken care of. While clients will understand that you are working with a reduced staff, they will appreciate your company much more and will not put services on hold if you are proactive in getting their work done.

A remote workforce is often much less expensive than local services. Not only will that drive costs down when margins are thin, managing a remote workforce through IdeasUnlimited will ensure that you know exactly what it’s doing any time it is on the clock. As industries have shifted almost entirely to telework, employers have been worried about paying their employees for work that doesn’t get done due to all the distractions at home. IdeasUnlimited remote oversight services guarantee that your employees are working on their job duties wherever they are in the world.

Chat support, email support, and call support can be customized to any business. If your emails are piling up, or clients are concerned about never being able to reach you, you can hire IdeasUnlimited services on an hourly basis today.

Remote_Work

Boom in Business?

If you’re experiencing a boom in business during the COVID-19 pandemic, you need to capitalize on this and handle it correctly with your customers. Responding to clients promptly and making sure that they do not experience any hassle in getting their order or service requests through, is paramount. This will pay dividends in happy, returning customers. Hiring a customer care center that is experienced in support services will ensure that you hit the ground running and do not need to waste time interviewing contractors. With top remote teams providing 24/7/365 support, fast scalability and flexibility, omnichannel support, and cost-effective packages, IdeasUnlimited will be the ideal partner to help you during this crisis. IdeasUnlimited will take most of the work of managing a remote workforce off your hands.

Healthcare Call Center Support

Hiring a remote workforce for a call center during the coronavirus crisis will provide the ideal infrastructure for handling all your client calls and queries. A healthcare service inundated with calls and questions during COVID 19 will have to scale up quickly, without any degradation in customer service. With most doctors switching to telehealth appointments amidst the crisis, having a remote workforce ready to handle potential healthcare clients has become even more important. Through IdeasUnlimited’s HIPAA-certified healthcare call center staff, you can hire remote call center workers to take care of both frontend and backend services. Frontend agents can set up appointments, handle prescription refills, check eligibility and benefits etc. The backend agents, who are also certified in all major EMR platforms, can enter patient demographics, claim scrubbing and submission, billing, etc.

Health care support services IU

Operations Support

Business relief plans offered through governments the world over do not cover contractor pay. Thus, you should look into hiring overseas contractors who will ease the financial burden on your business, since you will get the same work done for much cheaper. IU services such as marketing support, virtual assistant support, and call center support can help you keep your business going, but at a lower cost than usual.

Outsourcing invoice generation and collection, bookkeeping, and payroll will not only cut your employee costs down, it will allow you to focus on core business responsibilities. During the COVID-19 pandemic, your primary focus should be on adapting your core business model to the changing conditions and appealing to existing customers. Support services can be outsourced at a cheaper rate than in-house employees or contractors.

Marketing and Ecommerce Support

With most brick and mortar stores being forced to close their doors, or having to adhere to strict restrictions regarding footprints, online shopping and deliveries have boomed. Your business needs to set up or enhance its ecommerce platform as soon as possible, because that’s where the bulk of your customers will be contacting you. IdeasUnlimited can help you with website development and have your website up and running as soon as possible. However; you need to market the website once it is published.  Providing a good customer experience on the website is also imperative. IdeasUnlimited offers a full ecommerce support package, including technical support, logistics support, marketing support, backend support, product research, and brand management. We can also help you with managing a remote workforce for website development and maintenance.

Billing Support

During the COVID-19 pandemic, your business should give clients a larger window of time to fulfill invoices; however, you should not be giving work away for free. It is necessary for cash flow that you track client work and bill them on time and accurately. You should try to stay on top of this; however, if you can’t, hiring a remote worker to take care of this for you may be the best option. IdeasUnlimited can provide you billing support at flexible hours per week, to make sure that your business does not lose money it should not be missing out on during this pandemic.

Contact us today to get a custom quote for your business at sales@ideasunlimitedonline.com.

Optimize Your Delivery Service - IU Inbound Customer Service Center

8 Tips to Optimize Your Delivery Services

By | Backend Support Services, Business Improvement, Call Center for Small Business, Call Center Support, Customer Service, Ecommerce Support Services, Inbound Call Center Solution, Remote Support Services, Remote Work, The IU Way, Virtual Assistant Support | No Comments

The quality and efficiency of your delivery operations are a significant contributor to your business’ overall value proposition. You should be able to supply customers as quickly as possible, using an efficient inbound customer service center, without driving up your delivery cost or compromising on the product or packaging.

Learn How to Optimize Your Delivery Services to Deal with COVID-19

Better Communication Tools & Efficient Project Management

Better Communication Tools

Get better worker collaboration and communication tools so you can get in touch with your workers from anywhere, at any time during business hours. An efficient communication system that allows all your workers to get in touch with each other, from the warehouse workers to delivery workers, factory workers, managers, etc. would make decision-making faster and more accurate. This is crucial all across the business but more so on the delivery side, since fast and reliable communication is especially important there.

Efficient Project Management Tools

Even if all your employees work from one central location and meet each other every day, using a project management tool to manage operations is the best strategy. This will give you a better understanding of deadlines, a visualization of current progress, tasks remaining, and achievement of milestones with a bird’s eye view so things do not get overwhelming or overlooked. You can assign tasks with deadlines to different team members and each person can do their part to complete the task. We have vetted some of the most popular project management tools for you here. Most of them have free trials, so use them with your team and see which interface and features suit your business best.

Simplify Internal Processes & Effective Inventory Management

Simplify Internal Processes

Simply your internal processes for a fast and smooth transition of a task from one employee to another. Different team members and departments should not use several software applications to complete one task since you would be losing too much time in the transfer of tasks alone. For instance, your warehouse and delivery teams should be on the same wavelength and use the same software.

Effective Inventory Management

Your business must have an effective logistics team that ensures your inventory records are up to date and your customer support and sales team get quick responses from the warehouses. Your whole operations hinge on good inventory management since you can only make sales when you know how much product you have available to sell.

Flexibility and Easy Scalability & New Business Models

Flexibility and Easy Scalability

Your business will survive and even bloom through economic booms and recessions if your business model lends itself to easy scalability and quick adjustments. In times of excess demand, if you can easily expand operations, you would be in a better position to capitalize quickly. If your business can swiftly adjust to match supply to demand, you will surpass your competitors.

Introduce New Business Models

Focus more on your website and mobile app since the typical customer is moving away from in-store purchases. Create a secure online payment system and ensure good website traffic management, so your online store is capable of handling traffic surges. Your online payment system should not be limited to only bank transfers and credit cards, rather any money transfer and online payment methods should be compatible.

Introduce different delivery options, ranging from same-day or next-day delivery to slower but cheaper options. You will have to rework your delivery operations a bit, but this will attract all those customers willing to pay a bit more for convenience. It can be a valuable USP as well.

Stronger Customer Relations and Geographic Dispersion of Supply Chain

Stronger Customer Relations

Providing a unique product or service is not sufficient in itself for building a loyal, expanding customer base. You need an excellent  inbound customer service center to foster better relations, highlight customers’ pain points before they become issues, and resolve them in a timely manner. The most crucial part of delivery services is providing a robust tracking mechanism to customers, so they know where their package is at all times. Customers are understanding of delays in delivery, provided they are apprised of the reasons for these delays as soon as possible.

You also need fast responsiveness to customer inquiries as well as top-quality troubleshooting of any order and delivery problems they are facing. The human touch is invaluable, and you don’t even need to set up an inbound customer service center in-house to achieve this goal. Get call center support that seamlessly meshes with your business practices and acts as an extension of your business. Chat bots can only do so much, and they can definitely not calm down irate customers, so you need the human touch.

Your inbound customer service center can easily be virtually managed. Similarly, partnering with a good 24 hour call center or after-hours call center to provide technical support for your website, app, or product itself would garner manifold rewards over time. This center can also handle public relations and manage your online brand image.

Geographic Dispersion of Supply Chain

Collaboration and project management tools would be especially necessary if you disperse your vendors across the world to make your supply chain more robust and sustainable. Diversification of your supply chain would mean that any disruptions due to atypical or natural causes in one geographic region would not cripple your entire operations. You can easily switch over that segment of your operations to a substitute raw material, another factory, warehouse, or distribution center. This would not only optimize your delivery services but make them sustainable.

Conclusion

Creating a good product is not enough, you must be able to deliver it in a timely manner to the right customers to give them an excellent overall experience. Don’t wait any longer! See which of these 8 tips you can implement this quarter to swiftly improve the quality and efficiency of your delivery services.

Best Project Management Software and Tools for a Remote Team in 2020

By | Backend Support Services, Business Improvement, Customer Service, IdeasUnlimited US Remote Workers, Remote Support Services, Remote Work, The IU Way, Virtual Assistant Support | One Comment

A New Era and the Use of Project Management Software and Tools

Ever wondered how technology has encompassed every field of life today? For businesses, small or big, technology has enhanced the way teams are created and the way they work. Projects can now be delivered by a remote team spread across the globe, an in-house team, or a combination of both.

How is that convenient, you ask? Are you also wondering if such work arrangements will be productive?

The global remote workforce has been growing over the last few years because collaborative and interactive technologies have dissolved all geographical barriers to create efficient virtual workspaces. Reports on remote work show that 35% companies have currently employed a remote workforce, while 89% respondents are involved in fulltime or part time remote or virtual work. Moreover, a remote team shows 10-43% higher productivity as compared to an in-house team.

Benefits of Project Management Software and Tools for a Remote Workforce

Are project management tools effective for virtual teams?

Project management is difficult with an in-house team, and with virtual teams it becomes even more overwhelming. But technology provides the ideal solution. An ideal project management software helps a remote team in project planning, time management, resource allocation, and change management. As virtual workspaces are here to stay, effective project management is a must to build a remote workforce that is competitive, responsive, and successful. A good project management software serves to overcome the time-consuming communication issues and aids in efficiently streamlining processes and tasks.

Project management software and tools serve as a classic solution for keeping things organized and meeting deadlines—leading to greater profitability. Just like for an on-site team, the benefits of using project management software and tools for a remote workforce are innumerable:

 Better planning, execution, and monitoring

 Maintaining work schedules

 Better and clearer delegation of tasks

 Better collaboration

 Efficient problem solving

 Meeting deadlines

 Faster delivery of projects

 Better evaluation of performance

To give you a head start, we have compiled a list of the best project management software and tools for managing a team, especially a remote workforce. These have been handpicked based on ease of use, agility and advanced features, free trials, and quality of customer support.

Proofhub allows you to easily plan, collaborate, organize, and deliver projects—big or small—on time. This project planning software is based on Kanban boards where you can create custom workflows using tasks, assign user roles, choose a project manager, use Gantt charts, and do much more.

Create unlimited projects and add unlimited users, by paying a simple flat fee. Their free trial allows you to try it with your team and since there is a negligible learning curve, you can start using it for your business right away.

Proofhub - Project Planning Tool

Loved by over 85,000 teams and businesses around the world, including Google, Netflix, and NASA, this work management system ensures that nothing falls through the cracks. You can even bring on your clients, show them the progress made, and get real-time feedback and approvals from them. There is no need for lengthy email exchanges any longer. All you need to do is set up your client on Proofhub, give them the access they need, and make your life easy.

They promise to make work a “rewarding experience”, so go ahead and give it a try today.

Wrike is a cloud-based leading project management solution for team collaboration that serves well for both in-house and remote workers. It has won the Best Project Management Software award in 2018 and has 99% positive user reviews. It has a user-friendly, convenient interface, easy set up, and it works just as well on mobile devices. Wrike provides tutorials, documents, and live webinars for training.

It works well for prioritization, visualizing workflows, and analyzing results. Wrike’s features such as Gantt Charts, templates, built-in time tracking tool, scalability, and workload view are equally popular among project members and project managers.

It also offers cost-to-completion tracking for better budget management. Therefore, it has a dual functionality as a resource management cum project management tool. Wrike is a comprehensive software which comes with flexibility and customization to suit each team’s needs. Furthermore, it gives you the flexibility to easily integrate with various tools.

It is particularly beneficial for a virtual workspace because of its many data management and collaborative features. It helps in creating a remote team that is self-sufficient and productive.

Teams up to 5 members can reap its benefits for free. Bigger teams or enterprises can try it and then opt for a professional plan. However, reviews show it works best for marketing and design teams with 20+ members. It comes with a 24/7 support through a live customer service representative, which most definitely is a big plus!

Previously known as Dapulse, Monday.com has revived its image and has emerged as a fun, visually appealing, intuitively easy to use, and organized project management resource.

It offers collaboration and communication tools and provides integration with Google Drive, Dropbox, and Slack.

It is popular for remote workforce management because it is easily customizable, provides in-built tracking and monitoring, and can seamlessly become part of any established software system.

With a common dashboard, centralized communication and data management, the entire team stays in the loop. Different bright colors for each project stage, easy to add to-do lists, and member-designated tasks help the teams efficiently plan their timeline and use resources.

Its strongest feature is a URL mirrored Mobile Application. This is invaluable for those who are always on the move—as is the case for most remote workers. Monday.com offers the same interface on mobile as on PC/laptop, edging Monday.com over its competitors because of the easy integration and connectivity with the team.

It is most popular with creative agencies but is equally convenient for all other industries. It does offer a free trial and has different plans depending upon the features required and number of team members. Users find Monday.com intuitive but in case you have any difficulties, its robust customer service is always available to respond to queries.  This excellent and reachable customer service sets them apart from many other viable options.

This is one of the cloud-based software from Zoho with a focus of providing all basic features of project management. It has a simple pricing plan for both the web and mobile applications.

With clear user design, its best feature is its strong integration with other services from Zoho as well as Google and Microsoft. Moreover, the in-built chat option saves the user the hassle of opening external tools and keeps things simpler and timely.

It helps a remote team become organized through its time tracking, problem resolution, and document management tools. Progress tracking is also easy and quick due to easy-to-access Gantt charts, reports and analyses, and individual workflows.

It has a multiple view option and the members can choose their own style, depending on their preference for tasks lists. Impressively, Zoho Projects has shown continuous improvements, giving its users a better interface with many stable, customizable, and advanced features.

Along with tutorial videos and webinars, it also provides in-person trainings for the optimum use of the software. It has a free version for unlimited users, but the features remain restricted. For paid plans, you can enjoy a 10-day free trial to see if the plan suits your specifications or needs any revision. All their plans are flat rate and are very cost effective for larger teams.

Do you often find yourself scrambling at the last minute while trying to manage routine tasks and organizing work schedules for your remote team?

Asana might be a solution to your needs. It is another popular cloud-based project management suite that effectively helps you track the progress of your remote team and meet targets. It offers a simple layout, where all project and task details can be added for easy view.

The easy, flexible layout and mapped-out details for each task benefit the team in staying organized, identifying and rectifying any loopholes or errors, and adjusting schedules instantaneously. Thus, a remote team not only collaborates through Asana but efficiently completes a project by setting priorities, adjusting work structure, and assigning tasks—eliminating overlaps and delays. For routine tasks, a process timeline can be used and

shared as a template for all similar future tasks.

Asana can tie it all together for you with more than a hundred tools for integration, be it email, file sharing, data security, anything you can think of! It has gained popularity among small as well as large businesses and has 96% user satisfaction reports. It also acts as a resource management and collaboration software. Moreover, the mobile application helps with real-time updates and tracking.

It has a basic free version, while the premium and enterprise plans—with advanced and collaborative features—are billed yearly. For a larger team, the premium plan can come cheaply, and it offers exclusive projects, unlimited guests, unlimited dashboards, data export, central administration and other advanced features. Enterprise plans provide agile tools and customer support. Other than higher security and backup options, this plan also guarantees a dedicated customer success manager and instant customer support throughout the year.

Basecamp is most popular in creative agencies and it is very similar to a personal assistant who takes care of everything from assigning tasks and tracking the progress, marking them as done and then moving onto the next stage of the project. It is equally popular among entrepreneurs, contractors, small and medium businesses, and departments of larger organizations.

It has an easy, efficient system that helps in long-term planning and resource management as well. It gels conveniently for multi-customer and multiple projects firms.

It has all the features for collaborating on a project such as to-do lists, message boards, schedules, documents and file storage, and group chat. Since a decade Basecamp has been helping teams to organize, delegate, and monitor tasks.

It has a good file management system and integrative tools that helps virtual teams easily access what they require and finish tasks uninterruptedly. Team members can store, link, tag, share, and comment on project documents and files. The built-in real-time chat room is great for sharing ideas, proposals and discussions, and keeping the entire team on the same page. Therefore, Basecamp is your go-to tool when groups need to efficiently monitor their projects and achieve targets in a timely manner.

Basecamp gives you the freedom to set a date range, prioritize and rearrange tasks according to your needs. By the end of each operation, an automated report can be generated to analyze the progress and save time.

Use your google account to log in and you can enjoy a 60-day free trial of this software. The paid subscription is a fixed annual payment and depends upon the type of use.

For paid plans, the best part is that basecamp comes with all updates and IT issues are taken care of by 24/7 technical assistance. Users can also join a live Q&A base for instant solutions to their queries.

Here is another camp for you to join and enjoy some campfire with your team members!

Freedcamp is a cost effective, user-friendly software that has excellent features for seamless and convenient collaboration of remote teams. It is easily used through iOS and android applications too.

It is a project management solution that is not heavy on the pocket. It is used by a diverse clientele from many industries, ranging from retail, marketing, architecture, interior design to IT services, manufacturing, construction and many more.

Freedcamp features and tools facilitate project management through project scheduling, document and issue management, task management, reporting and time tracking. It has an in-built calendar for scheduling, reminders, tasks and monitoring events. It also has invoicing and billing and project templating tools.  Similarly, Wall is the interactive feature which allows instant communication between all parties. The settings can be used to adjust who sees what. This plethora of add-ons make up for the lack of a vibrant interface for Freedcamp.

It has a comprehensive and responsive customer service. Freedcamp has a general free plan for unlimited users and projects. Moreover, the company offers advance plans to non-profits, teachers and students without any costs.

Trello- Project Management Tool

You will love Trello whether you have just switched over to remote work or have had a remote global team for a while. All the features you need are completely free.

It is a Kanban-style project management app that helps you visually organize tasks, deadlines, and files. You can collaborate with and give updates to a team as well. Organized by cards, boards, and lists, it is a perfect tool for brainstorming a new idea or managing an ongoing project.

Best of all, use their amazing Power-Ups to sync your Google Calendar with the Trello boards, introduce agile elements to your workflow, connect to Dropbox, and do much more. You get one Power-Up free with each free account or you can upgrade to use unlimited Power-Ups. Trello even offers you the possibility of creating one for your own team, with custom functionality.

Conclusion

Using the right set of tools is necessary to reap maximum benefits of a remote team and its potential talent. At IdeasUnlimited, we have honed our remote workforce optimization strategy over the last 8 years to ensure the best quality of work from a geographically dispersed team. Our workers have a wide range of experience of using the above project management tool in several industries—be it real estate, sales, IT etc.

We would love to hear from you! If you have tried any other tool for virtual collaboration that has worked wonders for you, then please share your experience in the comments below.

 

IdeasUnlimited's Multilingual Transcription Services

IU’s Multilingual Transcription Services

By | Call Center for Small Business, Call Center Support, Customer Service, Multilingual Customer Service, Multilingual Support, Transcription, Translation, Virtual Assistant Support | No Comments

IdeasUnlimited prides itself on the quality of its professional and completely confidential translation and multilingual transcription services. Projects pass through a rigorous 3-stage process, with full accountability at each stage.

Multilingual Transcription Services Offered

IdeasUnlimited provides the following multilingual transcription services:

The Types of Multilingual Transcription Services Offered at IU

Confidentiality is treated very seriously at IdeasUnlimited. Your documents, recordings etc. will only be seen by the necessary personnel and otherwise kept strictly under wraps. Our contract will be fully transparent in your favor, including a confidentiality clause. Additionally, we are compliant to the latest PCI codes.

We have consistently produced high quality transcripts with on-time delivery, which are the two most significant contributors towards our satisfied return customers. Hence, most of our current projects are long-term contracts with companies.

We can transcribe minutes of meetings or videos and serve as the go-between translator/ transcriber for mediating client-customer interactions in cases where both parties speak different languages. We can translate and transcribe market research, podcasts, sermons, conferences and interviews etc. related to academic, business, medical, insurance, legal, retail, and many other fields. We are also able to subtitle or caption documentaries and TV programs of any nature.

The Transcription Process

At IdeasUnlimited, we have a clearly delineated transcription process that constitutes these 3 broad steps:

1. Transcription/Translation

The material goes to the transcriber/ translator, who carefully listens to it multiple times before transcribing/ translating it. At this stage, any change in speakers will be noted and time stamps will be recorded as well.

2. Verification

The same transcriber goes over his/her result and performs context-specific checks for accuracy, observations of speaker’s tone and any background events which might have a significant bearing on the subject. Any noise or static will be deciphered as much as possible. The final file will conform to client requirements.

3. Feedback & Submission

The final file(s) is sent to the client. We get their feedback, incorporate it by editing the output file, and submit the new version to them.

IdeasUnlimited's Bilingual and Multilingual Transcription Process

We provide the following secondary services free of cost:

I. Note in change of speaker

II. Note in background events and information

III. Time stamps

Supported file formats include .mp3, .mp4, .wav, .mkv, .avi, .wpv etc. You can upload your file online and send it to us via drive links or file-sharing websites.  The final transcript or translated file will be in the format of your choosing e.g. .docx, .srt, .pdf etc.

We do not use any automated machines for translation/transcription. Instead, we employ professionals who are able to distinguish tones and nuances. They interpret the words to best portray the desired meaning in ambiguous cases, bringing a human aspect to the job that machines and software applications cannot accomplish. Using our translation and multilingual transcription services would ensure an output that is closest in meaning to the source file.

Our multilingual transcription services fall into these 3 categories:

Types of Multilingual Transcription at IdeasUnlimited

Each type will have different charges, due to the different number of languages involved. You can request a free quote by contacting us today. Our Business Development Manager will go over all your requirements, understand the scope and complexity of the task, and then give you a quote and estimated timeline for delivery as well. You will find our prices affordable and comparable to market rates.

IdeasUnlimited's managed ecommerce customer service for PatPat

Pat-Patting to Success

By | Call Center for Small Business, Call Center Support, Customer Service, Ecommerce Support, Ecommerce Support Services, Holiday Season, Inbound Call Center Solution, Outbound Call Center Services, Technical Support | No Comments
The IdeasUnlimited-PatPat customer support team

PatPat has been one of IdeasUnlimited’s most valued clients for over 4 years now, and it will always have a special place in our hearts.

PatPat is an ecommerce brand committed to providing the highest quality, ultra-chic garments and accessories for children and their families. Our mission is to provide the best ecommerce customer service possible to PatPat’s customers and to elevate their shopping experience.

Keep reading to find out what gives PatPat its competitive edge, how our professional relationship began, and where we are now.

Introduction

PatPat is a flourishing ecommerce business based in California and started in 2014 by Albert Wang and Ken Gao, fast friends since their Carnegie Mellon days. When Ken was expecting his first child, he noticed the scarcity of good quality, stylish yet affordable children’s clothing. The rest is history.

PatPat’s unbeatable edge stems from their trendy designs and their extremely popular matching clothes for all ages. Their product lines majorly revolve around clothing for children of all ages and matching outfits for the family. Branching out into related paraphernalia like maternity wear, shoes, accessories, home goods, and more, PatPat soon became an international brand with satisfied customers and repeat buyers.

Their business model has been wildly successful due to a number of factors——the most significant being the fact that they collaborate directly with the product manufacturers. Affordable design has never been so hip!

Just a year in, PatPat was being recommended on the App Store homepage due to its high  ratings and reviews. In 2016, it became the Top Recommended Shopping App. And the accolades did not stop there. In 2019, it was named the ‘App of the Day’ by the UK App Store.

An innovative business model is not enough for carving out your place in the apparel industry.

So how did PatPat keep its customers satisfied and ensure that they returned? They unsuccessfully tried to find customer support agents themselves and then came to IdeasUnlimited to help manage their support tickets. PatPat partnered with IdeasUnlimited in 2015 so that we could manage their omnichannel customer experience—through customer support and ecommerce support services—while they focused on their core competency of supplying good-quality apparel. This added value created a win-win situation!

IU is responsible for the PatPat CSR team's success

PatPat initially needed one customer support agent, but the number grew exponentially as their business flourished, thanks to our unbeatable 24 hour call center support at our Philippines center. PatPat now has 40 handpicked and extensively trained IU agents ensuring an empathetic, timely, and effective customer care service.

IdeasUnlimited’s involvement with PatPat has increased over the years to keep up with its growth. Starting with a small group of moms in 2015, we now assist with customers in over 90 countries. IU’s ecommerce customer support has improved CSAT levels to 90%. This success shows how important a well-equipped customer care center is for continued growth of any ecommerce brand.

The IdeasUnlimited Philippines call center team

IdeasUnlimited's Ecommerce Customer Support

IdeasUnlimited agents are responsible for PatPat’s 24/7 customer experience management through:

  • Ecommerce Customer Service
  • Email, Chat, and Call Support
  • Order Processing Support
  • Backend Support
  • Marketing Support
  • Social Media Support
  • Online Reputation Management
  • Dispute Resolution
  • Ecommerce Website Development
  • Quality Assurance
  • Other Ecommerce Support Services

Our scalable solution easily adjusts to seasonal fluctuations, especially in the holiday season. We pride ourselves on finding satisfactory solutions to all customer problems and converting the most disgruntled customers into return buyers.

IU agents monitor and address PatPat’s bad reviews on sites like Trustpilot and resolve disputes on payment platforms like PayPal. We promptly address dissatisfied customers, resolving their concerns and providing information where necessary, all the while keeping refunds to the lowest levels possible.

Our diligent and excellent management of the omnichannel customer experience has helped expand the customer base and grow the brand.

IU's Additional Contributions to PatPat's Success

The IU team is continuously highlighting areas of improvement in PatPat’s operations and working with PatPat to rectify them.

We created templates for responses to typical cases and clearly delineated SOPs, so every customer query would be handled in a professional manner in the shortest amount of time possible. We also suggested adding Spanish and Portuguese languages to both the website and app. This dramatically enlarged the customer base.

Improving the Help Center on the website as well as overhauling its layout were also IdeasUnlimited’s suggestions, which we also helped implement. This streamlined customer queries, improving customer satisfaction, especially in the busy holiday season.

IU's contribution to PatPat's success
IU's suggestions for PatPat

PatPat had been plagued with quality issues, inaccurate item sizes, delayed shipping, etc. when it started operations. IdeasUnlimited highlighted these deficiencies and collected information with actionable insights for the PatPat team. This resulted in significant improvements in PatPat operations and fewer customer complaints.

Similarly, IdeasUnlimited’s pinpointing of products with recurring customer complaints allowed sweeping improvements in PatPat’s Product Team.

Behind the Scenes—IU Ecommerce Support Services

PatPat’s ecommerce customer support is wholly managed by IdeasUnlimited through a three-tier management structure.

IU's Managed Ecommerce Support Services Entail Three-Tier Management

PatPat is free of the hassle of recruitment, HR administration, and staffing and scheduling  since IU provides end-to-end managed ecommerce support services. We vet the most suitable candidates, test them extensively, and conduct background checks before considering them.

IdeasUnlimited solely hires based on merit, providing equal opportunities to all. This translates into a productive ecommerce customer service team that delivers results consistently. Our PatPat team was hired to incorporate the widest possible diversity. We place a special emphasis on facilitating and supporting working mothers.

Our second tier of management are our project managers, team leads, and subject matter experts, who ensure all agents are fully trained and capable of handling myriad customers, so all the performance metrics are consistently met and customer satisfaction levels are high.

IU has created a training program and a Performance Improvement Plan (PIP) to ensure all agents on PatPat deliver a consistent level of ecommerce support par excellence. PatPat wants the best ecommerce customer service, great productivity and efficiency, and a cost-effective team—and we deliver all of that.

The quality assurance team creates a third tier of monitoring. All customer interaction is monitored and scored on the CSAT tool and weekly KPIs serve as performance benchmarks. We also conduct a weekly analysis of all agents’ productivity to highlight gaps. Hence, PatPat gets a detailed and transparent insight into our team’s performance on a weekly basis. One-on-one coaching is then carried out by IU Team Leads to ensure all the agents meet and exceed the KPIs set by the client.

IdeasUnlimited contributions to PatPat's Customer Satisfaction

IU’s managed ecommerce support services entail troubleshooting any customer and agent issues to deliver high quality service every time. Our team’s ecommerce support experience and strong command over the SOPs contribute to our laudable CSAT scores. This is the reason why we have long- term working relationships with all our clients.

At the backend, recognizing, nurturing, and rewarding merit has fostered a strong ecommerce customer service team at IdeasUnlimited that consistently delivers results. Our company- sponsored team-building and annual events, appreciation certificates, regular annual increments, and performance-based bonuses to celebrate all milestones help us maintain a happy and satisfied call center support team.

PatPat in turn recognizes our agents’ added value through performance bonuses at the team and individual levels. Our work relationship is thus mutually beneficial. We create value for them, so they reward us in return.

The Road Forward

PatPat has assured us that IdeasUnlimited will be their partner of choice when they start a new brand or venture. Our results speak volumes for themselves, so contact us today.

5 Must-Have Tools to Globalize Your Business in 2020

By | Administrative Support, Business Improvement, Business Sustainability, Call Center for Small Business, Customer Service, Ecommerce Support, Globalization, Technical Support, The IU Way, Virtual Assistant Support | No Comments

What is the tool most commonly used in today’s world by individuals and commercial organizations? Very simple, the Internet!

The Internet has made so many tasks convenient and so many processes irrelevant in the business world. Ecommerce support is only one click away—be it multilingual support for your stakeholders or technical support for your customer care center. If you have high-speed internet connectivity and a functional operative system, 80% of your business is already global. Therefore, it is important to investigate a futuristic version of your business considering the global context and available digital tools in order to truly globalize your business.

Globalization 2.0 brings the world to your doorstep and the Internet brings a huge potential market to your work desk. It is now easier than ever to create and promote an international brand image. There are many innovations in the tech world to help digital businesses grow. Here are 5 main tools that will be help you globalize your business:

  1. Research Tools

Research, Research, Research, ACTION! Make this your business mantra and make Google your best friend.

Use research tools to analyze the perceptions and behaviors of your new and existing markets. You can use Google Trends to gauge the demand of your offerings in a specific location, or consumer barometer to read into consumers’ ecommerce behavior.

Another free online tool is Quartz Atlas. It provides a vast database on world demographics and helps you search for information using your relevant keywords. Moreover, the data is presented in the form of tables and charts, which you can customize using your own variables.

Other ecommerce research tools are priced but come with convenient payment plans and free trials. For instance, you can use Jungle Scout—which is most popular for product research, or SemRush—which gives you an insight about your industry’s top keywords and performance of your competitors based on their website.

Similarly, if you are interested in hiring a virtual team, research can help you harness the best of the best by guiding you where to locate your next star worker.

You can find a plethora of other software applications to help you gain more information about your competitors, your niche, your campaign, and product performance.

  1. Resource Management Tools

There are plenty of software and tools available in the market that help in organizing and monitoring resources. They prove helpful in carrying out budget controls, time management, human resource management, as well as data and document management.

Do you also need a solution for conducting audio and video meetings with your remote team members located in different time zones?

Project management software and tools are a good way of managing a remote team, tracking time, efficient communication, and resource management. Popular project management software such as Wrike, Monday.com, or Basecamp include helpful features like real-time chat and messaging, task assignment and progress tracking, document sharing and analyses. Moreover, a comprehensive set of integrations across different in-demand, cloud-based tools makes these software applications a more compelling option. Read more about the best project management tools here.

  1. Marketing Tools

Time has brought enormous innovation in marketing as well. The arrival of Big Data and interactive technology have refined the way marketing is carried out and innovation has introduced new techniques for acquiring and retaining customers.

Marketing tools can handle everything from social media automation to customer-company relationships and affiliate marketing.

In a nutshell, marketing tools for ecommerce sales should ideally relieve you from social media, content creation, SEO, and email campaigning stress. You should also be able to find and segment consumer data for better customer service and targeted marketing campaigns. Some of the most popular marketing tools today are:

  1. Customer Relationship Management (CRM) Tools

This set of tools are usually a composite of marketing tools, analytical tools, and research tools. They allow your business to have a systematic approach to managing all the information and interactions of your business with your customers, suppliers, and other businesses. Some examples are Intercom and Pipedrive.

Your customers are your bread and butter. For your business’ survival, it is important to reach out to your customers and meet their requirements. As a global business, you must use multiple communication channels to communicate with your customers. A customer management application (CRM) can help you aggregate all communications in one place and effectively deal with all the purchase, engagement, and feedback information. Look into a CRM before you take any other steps to globalize your business.

This allows your customer care center to prioritize and attend to customers who need immediate response. It also becomes easier to track the website traffic, consumer movement, and preferences in order to optimize their purchase experience and enhance customer loyalty.

CRM tools help the customer care center agents to:

methodically identify and work on prospective clients

build and retain loyal customers

understand customers’ requirements and their response to marketing campaigns

segment customers based on demographics and preferences and create personalized follow-ups.

  1. Coordination and Translation Tools

Important: Communication is the key!

All interaction with your customers, suppliers, and teams has to be timely, efficient, and clear. In order to globalize your business, your brand needs to possess a multilingual and multi-ethnic outlook. Your website should cater to native languages and norms of your target market. Also, your customer care center should be equipped to provide multilingual support to equally cater to all your customers across the globe.

Communication tools can help avoid unnecessary delays and misunderstandings. This results in identifying issues and resolving them in a timely fashion. Bilingual customer service or multilingual support can be invaluable too.

Other than project management and CRM tools, translation services, and coordination tools such as Calendar, Hangouts, and Skype can help your company boost its ecommerce sales.

For expanding internationally, it is important for you to distinguish between ‘time zones’ and ‘time relationship’. While everything is 5 minutes earlier in Germany, there is a more relaxed relationship with time in the global south. This is where coordination comes in. An efficient multilingual support service can easily handle both for you.

Global expansion is exciting and risky, but it is the best way to increase ecommerce sales.

Some of the abovementioned tools’ features overlap. Hence, it is important to critically analyze your business and its requirements. There are many more tools that you can use to streamline your activities and globalize your business. Choose the right tools from the start or contract a business service provider to take away these worries while you focus on your core activities and strategizing for going global.

Which tools do you use in your business? Let us know by commenting below.

Get IU Ecommerce Support Services for the Holidays

Get Expert Ecommerce Support Services to Boost Sales This Holiday Season

By | B2B Sales, Backend Support Services, Call Center for Small Business, Call Center Support, Ecommerce Support, Ecommerce Support Services, Holiday Season | 2 Comments

Hire ecommerce support services to stay ahead of the curve this holiday season. Holiday season sales can often eclipse the rest of the year’s sales combined, several times over. Holiday retail sales crossed the $1 trillion mark for the first time in 2018 — up from 5.8% the year prior. So you need to make sure you are fully prepared to handle the surge of orders. You will naturally need skilled ecommerce support services to help with ecommerce product research and listing, order processing and fulfillment, and ecommerce customer service.

We have compiled this simple checklist of items to ensure that you are fully prepared for this holiday season.

Holiday Sales in 2018 - IU Ecommerce Support Services

Your Holiday Season Preparation Checklist

Kick off your ecommerce strategy and marketing planning in September. Lead the market and don’t respond to trends and competitor strategies. Use this checklist to ensure that you are perfectly positioned to take advantage of the entire holiday season and especially the Thanksgiving, Black Friday, Cyber Monday, Christmas, and New Year’s Day holidays.

Are you running a little late? That is perfectly all right! Jump to this section and see what you can do now to get expert ecommerce support services.

null Do Your Research:

1.   Review your marketing channels and see which were the most productive, which drove traffic but not sales, and which had the highest conversion rate. Multichannel customers spend 3 to 4 times more than single channel customers, so optimize your omnichannel strategy.

2.   Review your historical data to see which products were most popular in last year in the holiday season. Make sure you stock enough of these.

Cyber Monday Expected Sales - IU Ecommerce Support Services

3.   Do some ecommerce product research to find the hottest purchases this year and analyze your competitors’ product lines. Use this information to decide on your own product line for the season.

4.   Figure out which products in your store are purchased together and create discount bundles to encourage more purchases.

5.   Analyze the gaps in your ecommerce storefront and customer experience.

6.   Figure out how busy was your support desk during peak season last year and staff accordingly. Hire seasonal ecommerce support services to handle the overflow in the holiday season.

7.   Determine the biggest mistakes you made last year and how you can avoid them this year.

8.   All in all, conclude on the lessons learned and insights gained from last year. Use this research and analysis to fine-tune your strategy for the season.

null Look into Ecommerce Website Development:

1.   Minimize your website’s loading speed to ensure that visitors stay on your site.

2.   Ensure that the shopping cart is functional, secure the payment gateway, and make it look seasonal.

3.   The fewer clicks to purchase, the higher the conversion rate, so shorten your purchase process.

4.   Optimize your website’s mobile capabilities to further facilitate your shoppers’ experiences. This will maximize revenue in the holiday season.

5.   An ecommerce website development expert can handle all of this in a couple of days, so find one to suit your business’ needs today.

Importance of Website Loading Speed - IU Ecommerce Support Services

null Optimize Your Site for SEO

1.   Optimize your website for SEO after updating the images, keywords, title tags, and meta descriptions to help shoppers find your business in search results.

2.   Make sure to optimize them for the holiday season and include your promotion schemes to increase click-through rates (CTR).

3.   Create “evergreen” holiday URLs or revive ones you’ve used previously. If you use the same URLs year after year, you begin to accrue more authority to that particular page—which is crucial to SEO success. Go back to your analytics for last year and find out what URLs or landing pages you used for those events. Either re-enable the same URL or redirect it to a more permanent URL that you can use going forward.

4.   Avoid date specific URLs when you can. For example, in most instances /black-friday-sale/ is better than /black-friday-sale-2019/.

5.   Develop an internal linking strategy that increases the number of links to your key holiday landing pages.

6.   Work on your off-page ranking. A lot of SEO strategists make a grave mistake by emphasizing only your primary domain for their ranking efforts. Create and optimize video content around holiday keywords. Try running through a few of your priority keywords in search today, and see what sites and platforms turn up! You may be able to feature your content on these third-party websites to achieve rankings you may not otherwise have a shot at.

7.   Hire an SEO agent experienced in popular white-hat techniques to assist you today!

null Invest in a Mobile App: 

Mobile conversions are expected to outpace desktop conversions for the first time ever this year, so you must make sure that you have a mobile-friendly site. If most of your traffic originates from mobile devices, having an app will draw more customers.

1.   Your app should have key features such as enhanced in-app checkout options and personalized communication features.

2.   Targeted messaging through push notifications have a high success rate. Customize your app to send one-time push notifications for a specific product or service sale or discount. You can have ongoing ones for month-long or season-long events.

Jump in Mobile Commerce - IU Ecommerce Support Services

3.   Stick the landing by making sure product notifications and emails take customers to the product page. Cart notifications should take them to the cart.

null Engage the Best Ecommerce Support Services: 

Make sure you have experienced ecommerce support agents to handle each aspect of your business—from ecommerce customer service to product research and ecommerce product listing. They should also be experienced in handling the pressure of holiday sales.

null Accurately Plan Inventory:

Make sure you plan inventory ahead of time so it is available for sale before the holiday season starts—at the latest by September. You should have an extra margin to cater to unexpected surges of demand for popular products. Don’t forget to stock up on any supplies your shop might also need—items such as delivery labels, boxes, stickers, packaging materials, wrapping paper, and so on.

null Schedule and Staff Sufficiently for the Holiday Season:

Scheduling for the holidays is another nightmare that you must plan for ahead of time. With most of your in-house employees going on holiday leave, you need backup ecommerce support services to handle the surge of orders in a timely fashion. You may need to consider hiring 24 hour call center support.

null Get the Right Backend Technology:

Make sure your customer and inventory information is updated in real time by using a good CRM and inventory management system. Your agents should be well-acquainted with the platforms that you are using.

These are some of the major platforms and tools used by ecommerce businesses.

null Develop Engaging Ecommerce Product Listings:

Create an engaging ecommerce product listing for each item that you want to sell. Unless you convince visitors that your product is the best option available, you will not be able to close a large percentage of the sales, so this step is crucial.

null Optimize Ecommerce Customer Service:

1.   See which customer channels are used most often by customers and invest in omnichannel customer experience management.

2.   Make your business easy to contact on your website. Adding live chat support gives you an edge over the plethora of other ecommerce businesses competing for the same customers.

3.   Create FAQs and answer templates for the most common questions and requests. This will make ecommerce customer service much more efficient.

4.   Delineate SOPs for handling and escalation of customer cases.

null Make Order Fulfillment Fast and Accurate:

Fast and accurate order fulfillment is necessary to make sure your customers get their purchases on time for the holidays. Consider offering shorter delivery options, not only satisfying but delighting customers with your speed of delivery.

null Create and Schedule a Content Calendar:

Create social media and blog content for the holiday calendar, focusing on product images, videos, and holiday promotions. Link all these back to your website. Hire seasonal ecommerce support agents with expertise in graphic design and content writing for a cost-effective approach.

null Engage Your Target Base:

In October, engage your customers across all devices and platforms. Go for a combination of organic growth and paid digital marketing strategies. Re-target your ads and improve your ad quality score so you are not overcharged for CPC during the holiday season.

null Create Quality Marketing Content:

Create direct marketing flyers and brochures, email marketing campaigns, landing pages for promotions, coupons, site headers and banners, and sale promotions. Update your “About Us” section and policies pages. Best of all, you don’t need to do it all yourself, hire a marketing VA to do it for you.

null Develop a Discount and Sales Strategy:

Create discounts and sales that span a specific length of time, rather than the whole holiday season. Such a strategy performs better because it develops a sense of urgency in customers.

null Fine-Tune Your Returns Policy:

Craft an easy-to-understand and generous return and exchange policy. You should have an extended return window around Christmastime (usually until the end of January) so consumers have time to return gifts. This will increase overall customer satisfaction and keep them coming back even after the holidays are over.

null Inspect Your Website Hosting:

Make sure your website is capable of handling the expected traffic to your store, so it doesn’t crash at the worst time. Perform any necessary website migrations now so that everything is set up and ready, with easy expansion capabilities. No need to be alarmed—hire ecommerce website development experts to optimize your website and manage backup hosting.

null Make the Checkout Process Easy:

Your app and website checkout processes should be easy and hassle-free to ensure that your visitors are converted into sales.

null Personalize the Shopping Experience:

Make your customers feel valued by personalizing recommendations for them as well as all messages, emails, and push notifications.

Reasons for Abandoned Shopping Carts - IU Ecommerce Support Services

Got Late in Your Planning? An Easy Solution

Running a little late on your preparations for the holiday season? Instead of trying to sort everything out yourself and overburdening your current staff, hire an expert agency to provide ecommerce support services. They will not only find you the most suitable workers, they will hit the ground running due to their experience in doing the same for numerous other businesses. Don’t delay any further and make the decision today, so you don’t miss out on holiday sales till next year.

Clutch Names IdeasUnlimited a Top Business Services Firm!

By | Backend Support Services, Call Center Support, Ecommerce Support Services, Healthcare Call Center Support, Multilingual Support, Remote Support Services, The IU Way, Virtual Assistant Support | No Comments

At IdeasUnlimited, we work 24/7 to provide the best call center support out there. We’re delighted to announce that we’ve been named a top Business Services firm that also operates in Pakistan by Clutch.

Clutch is a B2B ratings and reviews company that evaluates and selects industry leaders based on their portfolio, presence in the market space, and quality of their services. Clutch’s 2019 list relies heavily on customer reviews about their partnerships with individual service providers.

“Any recognition of our hard work is of a great value and motivates us to work even harder. This means that we are in the right direction and with continuous improvement and effort, we will only get better!” –Shahzad Yaqoob, Founder, IdeasUnlimited, LLC

We’ve collected several positive reviews on Clutch, creating a very robust profile. In a five-star review from August, a client commended our abilities to connect with their customers over the phone while handling outbound checkout and PR calls. We were able to streamline their workflow, achieving success with our unique value proposition.

Our team is also featured on Clutch’s sister site, The Manifest. The research on The Manifest shows that we are a top-performing call center services company globally. We have three call center locations in the Philippines and one in Pakistan and a very skilled remote team from all over the globe. We have been providing top quality call center support services to global clients for more than 8 years now.

We are incredibly thankful to our clients for their continuous support, both in our partnerships and in your reviews. After working around the clock to offer superior service and technologies, it’s fantastic to see our valuable client relationships grow. We wouldn’t be an industry leader without you!

Want to partner with us? Contact us about our services today.

Lost in Translation—Overcome It with Multilingual Support

Lost in Translation—Overcome It with Multilingual Support

By | Call Center Support, Customer Service, Multilingual Customer Service, Multilingual Support, Receptionist Service, Receptionist Service, Remote Support Services, Technical Support, Transcription, Translation, Virtual Assistant Support | No Comments

In today’s world, where physical borders have become blurred and your business’ customers may hail from any of the world’s 195 countries, focusing on one “world” language like English to cater to your customers can be a costly mistake. In the face of stiff competition, your business will lose non-English-speaking customers if your customer service does not cater to them. The days of differentiating yourself by solely providing a 24 hour call center are long past. You will only acquire and retain customers if you speak to them in their language by having a multilingual contact center.

Multilingual Support—The Solution

Companies that wish to expand globally and build a loyal customer base overseas must cater to these customers in their native languages by having a multilingual contact center. Multilingual support eliminates communication barriers and errors in translation—open and accurate communication with your customers is only possible in their native languages. You can retain more customers by making them feel like they are dealing with a local company, or a company that values them as a customer, since only 8% of repeat purchasers account for 40% of an average store’s revenue. Having specialized multilingual support in a non-global language—like Finnish customer support for your Finnish customers—can make them feel valued in a way that even the best English customer support cannot achieve. Your multilingual contact center should cater to all the major languages spoken by your customers.

Benefits of Multilingual Support

Multilingual support creates the optimal customer interaction experience at every stage of the sale and after-sales process.

  • Greater customer loyalty and positive word of mouth
  • Less chances of miscommunication due to language barriers
  • Greater customer lifetime value with repeat purchases
  • Easier integration into overseas markets with better brand credibility
  • Exponential global growth into new markets
  • Greater likelihood of converting a query into a sale and a complaint into a resolution
  • Successful diversification of risk and smoothening of demand cycles for the business
  • Greater competitiveness locally and in the international market

Why Should You Work with a Multilingual Support Services Provider?

  • Working with a specialist requires less investment of time and effort and a lower cost than building an in-house team. Taki Skouras, the CEO of international wireless retailer Cellairis, advises working with a support services provider for multilingual support if you don’t have the budget for full-time in-house translators.
  • Reliance on experts to establish and manage your multilingual contact center will protect businesses from the pitfalls of expanding globally. They will help you understand the local market and ensure that you comply with local regulations.

A well-informed decision when choosing a provider for your multilingual contact center will guarantee that the positive effect on your business is immediate. The multilingual support services provider should have these characteristics:

 It must have agents with native proficiency in more than one language other than English.

 It should not have large overhead costs that pay for the VIP culture of upper management.

 It must be experienced in providing multilingual support to global companies.

 It should be flexible and scalable to a 24 hour call center as the business grows and calls for round-the-clock customer support.

 It should have agents specialized in providing support in European languages such as French, German and Finnish customer service.

 Call center agents must be experienced with VoIPs, inbound and outbound calling, and resolving customer queries in a timely fashion.

 It should have “live” staff that can understand the nuances of customer behavior and respond accordingly.

 It should be fast, friendly, and reliable, with proven results.

Multilingual Support at IdeasUnlimited

IdeasUnlimited has more than 8 years of experience in providing multilingual support to clients all over the world. Not only does it check all the requirements above, it customizes a multilingual contact center according to the business’ requirements. Contact us today for a customized multilingual support solution.