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Call Center for Small Business

How to Make Sales During a Pandemic

By | Administrative Support, Backend Support Services, Business Improvement, Call Center for Small Business, Call Center Support, Customer Service, Ecommerce Support, Ecommerce Support Services, IdeasUnlimited US Remote Workers, Inbound Call Center Solution, Outbound Call Center Services, Receptionist Service, Remote Support Services, Technical Support | No Comments

As the world collectively prays for a speedy recovery from COVID, business must go on. Maintaining quarterly performance and hitting quotas is more difficult than ever, but there is also a great opportunity for all of us to solve new challenges.

We won’t bother you with stats and figures showing how the pandemic is wreaking havoc across our economic landscape (there’s enough of that on the internet already). Instead, here we’re focusing on how you can soldier on and maintain, or even grow, your sales in this strange new situation we find ourselves in. And it all begins with a basic three step plan: ‘Go online’, ‘put people first’ and ‘be flexible’.

Go Online

Brick and mortar establishments will always have a place in our markets, but all organizations must develop an online channel to fall back to. While the pandemic continues to stifle traditional business, ecommerce, on the other hand, is experiencing a massive boom. Walmart and Amazon have both reported a staggering 40% to 97% increase in their onlines sales just this first quarter.

If you don’t have a digital market in place, now is the time to give it a serious thought. If you feel you have no experience or knowledge to make the switch to the internet, don’t worry. For small businesses, creating an ecommerce platform has never been easier with numerous third party services specializing in creating one for them. What you need to worry about is how soon you are willing to pull the trigger.

Put People First

Our quarantine lifestyle has made face-to-face interactions problematic, but you still need to find ways to show your customers that you care. A good rule of thumb is to always have more online calls than what’s required. Meetings should rarely be ‘presentations’. Avoid PowerPoints slides in favor of good old fashioned conversations where you try to understand the client; who they are, where they come from, etc. When a client senses empathy, they are more likely to do business with you.

Sales is a pursuit to satisfy customers. Simply delivering isn’t enough. You need to go above and beyond to nurture a strong connection with your clients. While marketing can fulfil this need, your sales, project management, business development and other teams must all collectively touch bases with your clients during the bidding process.

Be Flexible

The pandemic is a que for everyone to start thinking out of the box. Put aside tried and tested business models and ask yourself; how can I tailor my business to all types of needs? Car companies are altering their assembly lines to build ventilators and airlines are using their fleet for cargo delivery. Maintaining revenue is all about providing a service in any way, shape or form.

You don’t need to simply come up with new products and services. Instead, accommodate your clients as best you can. Change your pricing model, provide installment options or agree to something outside your SOP’s. The goal is to get the ball rolling with a potential client. One example is that here at IdeasUnlimited, we offer turn-key solutions based on a holistic approach. Now, we have changed our packages to be smaller and scalable in the long run. This allows clients, who are now more risk-averse than ever, to be more comfortable in working with us since we give them the option to initiate without a huge investment.

While there are plenty of reasons to lament a global health crisis, we ultimately see great hope. IdeasUnlimited believes in the power of human ingenuity and we have always bet on people’s ability to find creative solutions for even the most complex problems. We are proud of our remote workforce who have skillfully navigated us through the pandemic and each one of them are ready to extend their assistance to you. If you’d like to know more, then be sure to read about how we helped a California based eshop reach global success. Whether it’s creating your own online store, assisting with customer service or providing operational support, we are always here to help! Contact us at sales@ideasunlimitedonline.com and give your business the boost it deserves.

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 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.

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.

PatPat Reviewing IdeasUnlimited's Ecommerce Support Services

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.

Essential Skills of a Customer Service Representative

Essential Skills of a Customer Service Representative

By | Call Center for Small Business, Call Center Support, Customer Service, Inbound Call Center Solution, Outbound Call Center Services, Virtual Assistant Support | No Comments

A skilled customer service representative is the single most important asset of a growing business. Since 71% of customers are lost due to poor customer service, you can build a loyal customer base only if your customer service center is optimized. More importantly, existing customers spend 33% more than new ones, so your priority should be retaining your current customers and increasing their lifetime value. Hence, the most cost-effective way of increasing profits is focusing on these customers through good customer service, rather than intensifying sales efforts. A whopping 80% of your future profits will come from a mere 20% of your existing customers.

Decrease your Customer Churn Rate to increase profitability

The customer service representative is the face of the company—the first point of contact that establishes your brand image. To avoid customer service fiascos in this day and age of social media, when public opinion holds a great deal of weight in determining a company’s reputation, make sure that each customer service representative at your company has some essential skills. We have collated the 10 most important ones here for you that you should look for when hiring your customer service center team.

Essential Qualities

Each customer service representative must possess these skills to be able to effectively build customer loyalty, reduce attrition, and enhance the brand image.

1. Empathy

Empathy in customer interactions can make a marked difference in customer retention rates, since 68% of customers leave when they perceive a business as indifferent to them. A good customer service representative empathizes with customers, trying to understand their problem and resolve it as quickly as possible. Being apologetic for any inconvenience caused and treating the customer in a friendly manner are cornerstones of excellent customer service.

Walk in the customer’s shoes to understand their problem(s).

2. Patience

Stay patient to truly understand what the customer wants.

Customers usually get in touch with a customer service representative when they are confused about or frustrated with the product or service. Patiently hearing out the customer helps de-escalate the situation and improve understanding of the actual issue—improving the chances that it will be resolved expediently.

3. Clear Communication

Your customer service representative should have a strong command over the language and use simple, jargon-free sentences that a layperson can understand. Moreover, the call center operator should make sure to relay all the important information, leaving nothing to doubt. This entails a balancing act between reassuring the customer and promising only what you can deliver.

Make sure that you communicate in a clear and concise manner, using layperson terms.

Strong internal communication between departments, established SOPs, good organization of information into CRMs, and timely management of ticketing systems are all crucial. An experienced 24 hour call center would take all this hassle off your hands.

4. Sufficient Knowledge Base

Know the product or service better than the customer using it

A good customer service representative has a strong grasp over the ins and outs of the products and services being offered, billing procedures, refund policies, and basic troubleshooting steps. This is the only way the customer service representative will be able to answer customer questions accurately. Having an agent passionate about your service is the best possible sales technique since they would in turn convince customers to purchase your good or service.

5. Problem-Solving Initiative

Finding a viable solution for each customer query, to ensure higher chances of resolution on first contact— a higher FCR (First Contact Resolution rate)—is an essential quality in any customer service representative. He or she should know all about your value offering and be intelligent and dedicated enough to find a solution. Additionally, the customer service representative should have enough initiative to resolve as many queries as possible himself/herself, without escalating it to upper management levels.

Take the initiative to solve problems before escalating them.

6. Strong Organizational Skills

Need for good organizational skills in customer service.

Your customer service representative should update databases on time, find relevant information for each customer quickly, and ensure that the rest of the team is aware of the progress of that customer case (by creating notes on the CRM). Work with someone who has handled a range of backend databases, CRMs, and ticketing systems, so you don’t need to start from scratch to establish your customer service center.

7. Strong Listening Ability

The customer service representative should be a very good listener—attentive to the customer’s complaint and able to read between the lines. There should be no audio distortion on the call, so the VoIP should be up to par.

This entails not only listening to the customer’s complaint or question but rather understanding the root causes. Staying attentive to and reporting underlying common issues will help improve the overall omnichannel customer experience. For instance, if customers keep calling for assistance with tracking their orders, the tracking system has not been correctly and sufficiently highlighted on your website.

Only a good listener can unearth the root causes of issues and resolve them.

8. Using Positive Language

Use positive language to communicate with customers.

The language your customer service representative uses in communication has a very strong impact on your customers, especially via non-voice support channels, since connotations may skew negative. For instance, if you are unable to deliver a package on the expected date due to logistical issues, there is a negative way of updating the customer as well as a positive way.

Negative: We are unable to deliver the package tomorrow since you placed the order too late today.

Positive: The packages for delivery tomorrow have already been dispatched today. I will mark your parcel for express delivery and make sure you can get it early morning the day after tomorrow.

Both responses are correct but the second one uses positive language, which will certainly keep the customer happy.

9. Flexibility and Omnichannel Support

Today customers look for instant gratification for all their issues. Your customer service representative should be able to handle omnichannel support inquiries, sometimes at the same time, to deliver holistic customer service to each customer. More than that, he or she should be able to make connections, come up with creative solutions, and switch between support channels to understand each customer’s history with the company. Only then can the customer support be accurate and helpful for the customer.

Need for flexibility and omnichannel support in customer service.

10. Expert Time Management:

Manage time well to provide timely and accurate customer support.

An omnichannel customer service representative needs to handle several support channels at the same time. Handling all incoming queries in a timely fashion is only possible with discipline and expert time management skills. The customer service representative should also be able to prioritize tasks and support channels, handling each inquiry efficiently and give sufficient attention to each. For instance, a call is more urgent than an email and a troubleshooting chat must be answered before one inquiring about the services you offer.

These are a few of the most important qualities that you need in each customer service representative. Concerned about how you can find such a paragon? Hire an experienced agency to handle your customer service center so you get free of the hassle of recruiting and training each customer service representative. They will already be experienced in handling similar projects, so there will be a much shorter learning curve.

Have we missed any important qualities? Feel free to let us know by commenting down below.

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.

How to Grow Your Ecommerce Business

How to Grow Your Ecommerce Business

By | Administrative Support, Call Center for Small Business, Customer Service, Ecommerce Support, Ecommerce Support Services, Multilingual Support, Virtual Assistant Support | No Comments

Buying and selling online is one of the most lucrative business ideas that you could come up with today. The 21st century consumer is primed and hungry for more and more opportunities to be able to finish their shopping experience with ease from the comfort of their own home. But you have to be smart about the strategies you use to grow your ecommerce business. If you know how the consumer’s mind works, the task becomes absolutely smooth sailing.

  1. Strategically Market Your Business

Buy ad space on popular websites and search engines to market and grow your ecommerce business. Focus on video ads and only market your most popular products.

The first major decision-making junction comes at the stage of marketing. Let’s say you already have a website or an app. How are you going to let people know about it? Which products will you market? Where will you market them and how? These all might seem a bit overwhelming, but they follow each other naturally and once you get the ball rolling, it will gather momentum on its own.

The ideal solution would be to buy advertisement space on popular websites like YouTube and Facebook and search engines like Google, Bing, and Yahoo! etc. Your ads should preferably be in video form, since the typical consumer spends 88% excess time browsing a website with video (especially without sound). Videos create more engagement with the user and that results in positive action.

  1. Focus on Customer Retention

Retain your current customer base and offer frequent incentives to make them feel appreciated.

The importance of a loyal and regular customer base cannot be emphasized enough for you to be able to grow your ecommerce business. They are the ones who will visit your website or app again and again and buy multiple items. 65% of a company’s business comes from previous customers. Maintaining these customers with good customer service and showing them you value them beyond one-time customers creates goodwill, word of mouth marketing, and a steady increase in sales. One popular, tried and true way of doing this is by having loyalty cards. Great emphasis should be placed on customer satisfaction at every stage of interaction with your business; you should work with a call center support services provider like IdeasUnlimited that specializes in customer retention.

  1. Affiliate Marketing and Discounts

Get more customers through affiliate marketing and entice them to purchase.

Partner with another business and offer promotions and discounts specific to those customers to bring in new users. Not only will you develop a strong business partnership, these new website visitors would have a high conversion rate due to the strong referral. You get to grow your ecommerce business without directly expending any sales effort.

Flash sales are also effective ways to create urgency to boost sales and profits, because customers do not want to walk away from a good deal. Never miss out on having sales during festive occasions or celebrations and holidays. Your ecommerce business will generate the most revenue in that time.

  1. Widen Product Base

Widen your range of products to cater to a wider clientele. These can include supplementary products and services related to each other as well as completely fresh product lines.

Although most ecommerce businesses start out small, it is prudent to slowly try to attract other market segments as well. If you have a stationery business and the primary consumer is a school-going child, it is highly likely that their parent or caregiver is doing the online shopping. Think about the extra traffic and revenue you would generate and how much you can grow your ecommerce business if you increased your range of products to entice mothers with kitchen utensils or home décor, for instance.

  1. Optimize the Customer Experience

Ensure you have good customer support, a user-friendly website/app interface, and a hassle-free shopping experience.

The first-time user especially will not take long to form an opinion and turn away from the website if their initial experience was negative or anything less than ideal. You need to make certain all issues are dealt with before they even become actual problems by ensuring your ecommerce support is par excellence.

A user-friendly interface means optimizing your website for mobile devices or even creating an app for it. 79% of smartphone users have made an ecommerce transaction in the last six months, so this is just astute business sense.

Your call center support should be professional, courteous and, above all, make the customer feel heard, understood and helped. You don’t need to invest in anything in-house; simply find a reputable call center for small business like IdeasUnlimited or partner with a firm that can handle your established business.

Do you feel like your business has stagnated and is not producing the desired profits? This is the ideal time to think outside the box in order to grow your ecommerce business. Come up with creative and fun marketing techniques. Use social media and affiliate marketing to boost your audience reach. Never underestimate the importance of your happy return customer. Most importantly, find an ecommerce support services provider who is experienced in tackling all the above.

The Future of Omnichannel Customer Support is NOW!

By | Backend Support Services, Call Center for Small Business, Call Center Support, Customer Service, Employee Management, Entrepreneurship, Remote Work, The IU Way, Virtual Assistant | No Comments

Not very long ago, customer services were predicted to get revolutionized leaps and bounds by the end of next decade. The future is already here! A future-oriented customer service center focuses on all key aspects of modern consumer preferences delivered jointly, through groundbreaking interactive technology and optimally skilled call center support teams.

Plenty of new trends have infiltrated into customer services and support services over the time.  Many predictions were called and some of them have stood the test of time well. Digital innovation has transformed a customer service center in terms of communication channels, modes, services, time zones, and digital and human interactions.

Today, customer service is rapidly weaving into the core and unified systems of a business setup. Thanks to cloud-based technology, a customer service center is now a successful integration of skilled humans, innovative processes, and cutting-edge technology.

Creative disruption is playing a critical role in this integration. Work centers are decentralized, and innovation is elevating and sharing operations across desks and boundaries. In such an environment, a reliable firm can play a vital role in creating such synergy for you, and that too cost effectively. It can help you set a truly omnichannel customer experience by knitting marketing, PR, helpdesks, and social media together.

Why do you need a specialized customer service center if digitization is taking over? Let’s answer this question after we consider some features of a future-oriented customer service center that are proving to be absolutely necessary and seem to be bringing in the revolution at a faster pace:

  1. Personalized Omnichannel Support

Customer experience has been bombarded with several buzzwords, new concepts, and practices since last two decades. Creating value for customers has taken the forefront in service delivery and communication has become the key. This ‘communication’ is multifaceted and multichannel-ed; therefore, it is polarized into automation and live person-person talking.

Companies are using customer demographics extensively to sieve customers through their communication network. They have social media, telephone, and email to connect to its customers. With social media customer services as a first priority for Gen Z, Millennials preferring live chats and video calls, and Gen X reaching out to a live customer service representative, the newest ways of integrating social media, voice infrastructure, and CRM systems have to be worked on. However, telephonic conversations are a priority for they bring the most personalization, better Customer Effort Scores, and ease of shifting between mediums to resolve complex issues in a timely manner.

  1. Voiceprint Identification

There has been an exponential increase in the use of smart devices since 2000s and this will further increase by 2025. This takes us to the next aspect of personalization and customized customer support.

A future-oriented customer service center is now working towards ‘Token-ising’ the identity of a caller through voice recognition. This information is passed through the data channels and information is sorted and displayed for the customer service representative accordingly. This will help in end to end encryption, identification, and verification of data through core contact centers and CRM applications. Moreover, this helps the agents deliver exceptional level of personalized services without wasting time on gathering primary information each time. Long wait time for retrieving customer history puts off the modern consumer. Nor do they like repeating themselves at each interaction.

  1. Shopping the Customer Experience

Another complementary feature is the growing trend of letting the customers ‘shop customer service experience’ for themselves. This means customers can see a list of agents available, their characteristics, experiences, lingual skills, technical skills, location, and reviews. Depending upon their preferences, they can select an agent and a communication channel.

Customers can further decide if they want to share their profile with these agents for all future interactions and solutions. This signifies the worth and impact of quality human-to-human interaction. This also emphasizes the fact that consumers are not ready to compromise on time or quality of their interactions. They are comfortable in share their profiles if they expect credible value in return.

  1. Video Sessions

The key is to avoid any communication break, which might lead to customer churn. This has led to a movement between different communication mediums at a given time. Resultantly, there is a growing need to manage the shift from interactive channels to interactive sessions in customer dealings.

Nothing works in isolation in this new customer service center model. Therefore, these customer engagement sessions can start from an interactive self-help library search and move to real time

chat, then to voice and video chat in one complete session.  A smart contact customer service center needs to incorporate video support calls, which will be the main differentiator of premium services.

Video calling will be augmented through rich data, content, and tools. Just like telephonic conversation with a customer service representative, looking at an agent on your mobile screens will help develop a better and more emotionally stronger bond of understanding and credibility for the customers. It will help meet the quintessential need to employ technology but keep the human contact intact.

Future of Customer Service Center - IdeasUnlimited
  1. Data Enrichment and Advanced Analytical Tools

Data Enrichment and Big Data are proving to be game changers. Tools for capturing data, analysis, and transforming insights into valuable actions for customer experiences will continue to gain importance. Detailed analysis is required for understanding customer journeys, identifying bottlenecks, improving customer touch points, and reducing customer effort in order to increase brand loyalty.

Customer feedback and survey analysis, social media traffic analysis, and text and speech analytics can help in highlighting issues as well as in bringing continuous improvements in the future. Smart workers in smart contact centers will be able to generate and handle data analytics in a sophisticated manner to yield maximum benefits for the company. A well-rounded team in a customer service center can not only record data but also gather individual and specific feedbacks and use advanced tools for results.

  1. Proactive Sales and Marketing

The customer service center is also becoming a part of proactive sales and marketing operations. It helps businesses monitor and track service or product usage to offer resubscriptions, updates, or repairs. These marketing offers target customer engagement and customer loyalty by making it easier for customers to decide, purchase, and use.

This task is informed through data analytics but captured by humans sitting in a customer service center. Your future-oriented customer service center requires a unified system of information exchange and strategy to provide value to their customers in order to build brand value.

All the above-mentioned features are the uncontested need of the hour and requirement to be part of the future. It is very evident that human factor has not been and cannot be discounted when it comes to the future of customer services.

To step into the future you require a technically adaptive customer service center, where a multitasking agent can competently resolve complex issues by escalating between channels and take a customer interaction from start to finish without breaks. As you cannot drop communication to change channels, you can also not drop communication to change agents.

A 24/7 diverse and dedicated multilingual customer service center is not just an add-on to reap the benefits of globalized business environment, it has become the necessity and a basic need for globalized business operations. You do not have to wait any further to shift to a more sophisticated, and digitally advanced customer support that is inclusive of the winning human factor. Contact a specialized call center support provider and get a customized solution right away!