Tag

Omnichannel Customer Experience Archives - IdeasUnlimited

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 | One Comment

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.

Losing sales because of your website

Your Website Is the Reason Why You’re Losing Sales

By | Administrative Support, Business Improvement, Business Sustainability, Customer Service, Ecommerce Support, Ecommerce Support Services, Entrepreneurship, Freelancing, Marketing Virtual Assistant, Social Media, The IU Way, Virtual Assistant, Virtual Assistant Support | One Comment

7 stages of the purchase process where you’re driving customers away

These days, if you don’t have a website for your business, product, or service, you are losing out on 81% of your potential customer base; who research their purchase online before buying it. Having a website, however, can prove to be a double-edged sword if you are unfamiliar with website development. A business unconversant in the common assumptions customers derive from website design may inadvertently cause itself to look untrustworthy or obsolete.

There are a host of reasons why investing in ecommerce website development is a good idea for every business. The development, design and code of your website affects every stage of the customer purchase process.

1. The numbers make sense

A quick Google search will lead you to thousands of ecommerce website development agencies; large and small. There will always be someone willing to work within your budget, who can make the website according to your business’ needs. One thing is certain; professional website development always provides return on investment far beyond what you expect. An attractive website lands more leads onto your website, introduces them to your products or services, and converts them into customers.

Trying to set up your own website is like stabbing in the dark for most businesses (unless you’re a web developer yourself). You’re bound to make mistakes, redo things, or give up on having what you think will work best for your business. Hiring a web developer within your budget from the beginning will avoid potentially expensive mistakes and re-dos later.

2. You don’t stand out if you use a template

While there are tons of website templates available on the internet, using one without making any changes to it is not a good idea. Your website needs to mesh seamlessly into your business identity, and a developer will help you make the changes necessary to optimize the website for your business.

Using a template as-is also makes your website incredibly forgettable. Each template you see on the internet (especially one which seems attractive) has been used by hundreds, if not thousands of other businesses. Making your website seem exactly like theirs does not help you stand out in the customer’s mind. Using industry-specific templates compounds this problem by making you forgettable within your niche. Therefore, creating a website that makes your business stand out due to its design will require investment in ecommerce website development.

3. Visitors don’t make it to your website

You’d have heard the buzzword “search engine optimization” everywhere these days. People think it means utilizing keywords and paying for advertisements, but rarely realize that your website visibility on major search engines is inextricably linked with the design you choose for it. Clunky and obsolete design and coding pushes your website lower on the search rankings.

Google, for example, assesses the quality of your landing pages when determining your website’s search engine ranking. It is important to partner with an ecommerce website development agency familiar with search engine optimization; or potential customers will not be able to find your website through search engines.

Why is ecommerce website development necessary?

4. Your website’s first impression may be unappealing

When 66% of all potential customers prefer a beautiful design over a plain one, it is worth looking at making your website appear modern and appealing. Your website is often the first impression potential customers, who have myriad distractions online, receive about your business.

Your website needs to appear attractive on all devices. 88% of customers in an Adobe poll said they used multiple screens to access websites. A further 73% of people require the content to display well on whichever device they are using to visit websites. Professional ecommerce website development will ensure that your content is optimized for display on all devices; so that customers do not turn to your competitor’s websites instead.

5. Customers don’t engage with an unprofessional website

If your content is unattractive or your website is difficult to navigate, 38% of people will stop engaging, and 35% will click off, according to the same Adobe State of Content Report. However, if you think you can make content attractive by merely utilizing videos or inserting high-quality graphics, you would be cannibalizing your website’s position on search engine rankings. Website design needs to straddle the fine line of attractiveness and ease of loading– if your website is bogged down by content, it will load slowly, and Google will kick it right off the front page of search results. Partnering with an ecommerce website development agency that is right for your business will help you avoid these pitfalls.

6. It hurts your brand image

As customers keep navigating your website and use it to consider products or make purchases, they form an opinion of your business, your customer service, your trustworthiness, and whether or not they want a long-term relationship with your company– all without meeting any person representing your company.

Brand Message

Your website is the best way of reaching out to all your current and potential customers with an organized brand message, especially new offers and products. A website can be designed in such a way as to not only sell the product or services but also to receive feedback about its utility. This would make your website and business appear cohesive and reliable.

Trustworthiness

Small mistakes like using a simple template, or forgetting to put a “Contact Us” section in places a customer would expect it, can make your website look unplanned and untrustworthy without you realizing it. An ecommerce website development agency will help you with its wealth of experience in this regard.

Customer Service

Your website also signals how you will treat your customers. Leads who have come across your page might leave it and go to a competitor instead if you haven’t communicated purchase and return policies clearly, for example. If you pride yourself on your customer service but have not managed to portray that on your website, you may be losing out on a lot of potential customers.

Niche Branding

A good ecommerce website makes clear from the homepage whether the customer will find what they are looking for. This helps you avoid unwanted traffic, so that your traffic-to-conversion rate is higher. Niche design for your industry is possible only through investing in ecommerce website development.

7. Visitors don’t convert into sales

All the considerations mentioned earlier combine to create a website experience that will either convert leads into customers, or drive them away to your competitors. When it comes to ecommerce website development, search engine optimization, and conversions, nothing beats experience. A good ecommerce website lands on the front page for search results, draws the customers onto the homepage, directs them easily and quickly to what they want, keeps them there through attractive design, allows them to get help whenever they need it, and familiarizes them with brand enough so that whenever they are ready to purchase, they choose that website. You have to bear all this in mind when creating an effective website for your company.

A buyer-oriented website is also instrumental in retaining customers. Every ecommerce business knows that retaining customers so that they make multiple purchases is much less costly than creating new buyers from scratch each time. A good website will do all the work of retaining customers for you.

That’s why you need to choose the right partner when creating your website. IdeasUnlimited provides unparalleled ecommerce website development services, with customized packages for your business; depending on the services you need. Our multilingual team can create your website in any major language and industry, no matter how small or large your business is. If, after creating your website, you need a team to manage ecommerce support or ecommerce customer support, our experienced global team can take care of all of your support needs.

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.

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.

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!

5 Tips for Winning the B2B Sales Marathon

By | B2B Sales, Backend Support Services, IdeasUnlimited US Remote Workers, Marketing Virtual Assistant, The IU Way, Virtual Assistant Support | No Comments

Sales is tricky and difficult; and when you throw in a whole board of stakeholders and a hefty analysis for ROI, it becomes a lot more complicated, expensive, and strategic on both ends. B2B sales are a marathon of researching, connecting, marketing and selling, and certainly not a sprint.

B2B sales involve selling the idea of your product/service up the line towards the CEO or across the line towards the manager, depending on the size of your prospective client’s business. Despite the direction, your pitch has to go across many individuals and has to be convincing for all of them to be closed successfully.

It is more difficult in the B2B sales environment to plan your pitch and offer value to your clients. Generally, a B2B sales pitch is presented to a group of 6-10 stakeholders. Here your sales agent does not face an individual but a board or committee of different individuals who have diverse personalities, perspectives, and stakes regarding your offer. As an individual consumer has changed over time, business as a buyer has also evolved. B2B interactions have become more refined and are not linear anymore.

There are some general techniques that are followed by almost all sales teams to pace the first miles of their B2B marathon. The following checklist can help you warm up and build your momentum:

  Shorten response time for the buyer query

  Undertake detailed research about the buyer

  Understand your buyer’s preferences and resources

  Research your competitors

  Prepare your sales team

  Take the marketing team onboard

As the marathon crosses to the last few laps, the competition gets tougher. That is when your prospective client has gathered the information they were looking for and has shortlisted the options for their purchase decision. It is this time when losers and winners will be distinguished on the basis of their agility and technique!

These are 5 very important basics that you must know for winning your B2B sales Marathon:

  1. Easy, High Quality Information

Key Lesson: Make sure you provide the right information in the right way and at the right time, to earn trust, leverage consensus, and win sales.

As a basic step, look thoroughly at all of your company’s media and mediums to ensure that they dispense high quality information about your products and services. This can also include information about your company, completed projects, and old or existing clients.

Moreover, this information should be easily accessible by your clients. Your potential client should not have to flip page upon page to find the information they require.

Research proves that the easy availability of high-quality information for the business buyers can help make their purchasing experience less complex and difficult. 77% of businesses report their purchasing process as tiresome and complicated. Also, each member of the buying group searches a few sources and then cumulates the information together to understand the pros and cons. 95% buying groups reported that they often need to reconsider their decisions because they chance upon some new information due to inconsistencies.

Therefore, it is not only important to have valuable information for your clients but also to detangle it and provide it to them in a consolidated, easy, and presentable form to save their time and efforts. This builds the supplier firm’s credibility as well.

  1. Buyer Enablement

Key Lesson: For winning more B2B sales deals, look into ways of providing prescriptive tools and immediate practical support for each critical buying step of their entire buying process.

The concept of Buyer Enablement refers to facilitating potential clients in undertaking buying tasks. It shifts the responsibility to the seller’s side to provide relevant and useful information to the clients and create processes that favor their client and not their salesmen.

This has become a competitive edge, a differentiating factor for B2B sales. With so many alternatives and options available, it is crucial for a vendor to quickly respond to the buyers and not let them suffer through a tedious and poor experience to get information about hows or whats.

Business buying is a complete process that is divided into several tasks and jobs. In order to win big in today’s B2B sales environment, supplier organizations should facilitate the clients in their buying processes. It goes beyond provision of consistent quality information.

This may include augmenting their research and information by providing on-site tools for:

  • Simple data analysis
  • Basic diagnostics for assessing performance
  • Basic diagnostics for analyzing alternatives
  • Connecting to other stakeholders
  • Data for comparisons
  • Simulation: how the solution will help the client’s specific needs

Look at it this way, as a supplier you study and anticipate the needs of your modern buyer groups. Resultantly, you are curating a set of interactive and analytical tools for your clients to use on the spot. This is in addition to easy-to-navigate and relevant information that is provided for them to be able to make appropriate decisions faster and without difficulty of moving back and forth.

  1. Trustworthy Digital Presence

Key Lesson: Tap into all the opportunities of B2B Ecommerce by partnering with an experienced ecommerce support services providing company.

Since you are aiming for many closed deals and increasing positive leads in the pipeline, give priority to your digital presence as well. Ensure the credibility, trust, and authenticity that is generated through your online channels.

This is a part of buyer enablement: you help them find the insights that will enable them to better understand the features and relevancy of your offer. Millennial buyers will not trust your sales representative as much as they will trust the reviews on

your social accounts. 15% of a buying process time is spent on gathering information and discerning the truth. Therefore, it is imperative that you work on generating authentic reviews and materials such as relatable case studies and case reviews for your clients to read.

Let a specialist take care of social media accounts and website creation and maintenance. It is never a one-time cost to keep your online presence relevant and updated. Therefore, to stay focused on clients’ preferences and to avoid the added burden of keeping up with the social media trends, it is better to consider contracting options. This will ensure continuous sales, digital and omnichannel support for your business.

  1. No one shoe fits all

Key Lesson: Let clients be the choosers. Offer them communication options and solutions and let them select.

Another important factor is how you communicate and build different channels of communication for your clients. Your organization as well as sales team should be able to offer several ways for communicating with the prospective buyer.

Rapport building is a must for sales, right? However, in order to facilitate the buyer and to keep the information crisp and precise, let your client have his own time for gathering and processing information. Let them choose their preferred way of communication, be it on call, email, or chat. Some people might prefer a one-on-one meeting each time to gain confidence in you.

Similarly, it should be only a click away to get a response, solution, or an explanation from your sales team. This means instead of leaving a form to be filled, which will receive a response in 3-5 days or may be even later, give them a direct link or call option that will be catered to right away by the right people at your organization. For example, giving choices, something like this, to the buyer to connect with your organization according to their needs and convenience puts them at ease and lets them choose what suits their buying job (and schedule) best.

The idea is to not try and fix every buyer group with same options. Customize your way of dealing and solutions as per the client’s requirements.

  1. Train the Sales Team to Listen and Help

Key Lesson: Never undermine the importance of a competent sales team in a B2B sales environment. Invest in continuous training or contracting a reliable service provider to build a talented and professional workforce.

Here comes the most important part. It is all-encompassing and all-inclusive. All the relevant and easily available information will be, in fact, counterproductive if your sales personnel are not able to demonstrate authentic customer success.

Your sales representatives should be able to anticipate the needs and navigate through the buyer’s purchase cycle. They must be able to communicate effectively and understand the demands of your clients and how they view themselves and their challenges. Listening to them will enable the sales team to work on the clients’ success and show them how your products or services can elevate their operations. 69% buyers say that the only way to convince them is by listening to them.

Working through a purchase cycle and listening to the clients may not actually lead to sales. But it is crucial when you consider long term growth of your company, positive word of mouth, and professionalism.

To meet the expectations of your contemporary clients, build or hire a team that is competent, able to multitask, can converse in multiple languages, shows curtesy and understanding, and professionally handles queries and clients.

Moreover, depending upon the size and type of your operations, your sales team needs to be equipped with a set of analytical and virtual tools to help them become more productive, collaborative and results oriented. For quality leads in the pipeline and to score more sales, investing in your teams’ skills is crucial. It requires training them to satisfy multiple concerns effectively and in a timely manner. It also involves focus on training and mentoring your sales operators and sales teams to create a pleasant experience for your potential clients, which may or may not convert into closed sales.

As B2B sales is becoming digital and more complex, work on the strengths of your organization and portray them in the best light to your prospective clients. Collaborating with a support services provider takes away the worries of specialized tasks that can be expensive and an added burden if handled in-house. Investing in your website and social media management, sales team support, multilingual support and data entry, and analytical backup can take you a long way in achieving growth and an enviable market standing.

Improve your customer service center for customer retention

What Are Customer Retention Strategies?

By | Backend Support Services, Call Center Support, Customer Service, Ecommerce Support, Multilingual Customer Service | 2 Comments

Successful customer retention is a major sign of business health and it is closely related to the growing concept of customer success through a well-established customer care center.

It works simultaneously as a marketing strategy while also aligning the company’s vision as part of its strategic goals. Customer retention means you are focused on developing a long-term relationship with the client rather than extracting short-term, temporary transactions.

Previously, marketing strategy revolved around convincing a consumer to buy your product/service and realize that it is at least marginally different from the other alternatives available in the market. Now, a customer care center must work on the entire customer purchase pattern and create consumer success—tangible rewards and benefits that the consumers will receive by making your company a long-term member of their consumption bundle.

This shift brings more challenges, but results in higher retention rates, lower costs of sales, and an improved bottom line.

It is crucial to understand that a customer retention strategy requires detailed study of successful consumers, their buying behavior, preferences, and disposable income. Top of FormThese customer retention strategies can vary from business to business. As a rule, it should be kept in mind that customer retention entails keeping the old customers with you, lowering exit rates, and increasing sales.

Let’s elaborate each of these concepts to help you formulate your own strategies for each step and retain customers successfully through your customer care center.

Keep Existing Customers Close to You:

A simple look around you can show you how expectations have changed and how an influx of choices has made consumption more complicated.

It is common for businesses to divide their customers into demographic profiles for setting marketing and sales goals. It is about time that these profiles are scrutinized to understand customers’ thought processes and buying patterns.

As customers are changing, your company should be able to keep up with their changed preferences to give them the choices and products they are looking for now. There can be a number of ways to retain your customers once you have outlined their preferences and are ready to meet their expectations.

Selling More and Often:

Brand Loyalty Programs can be introduced that are most likely to attract new and keep your existing customers coming back to you. They key factors here are features, designs, and quality you offer your customers. 66% consumers tend to stay loyal to a brand if they find features, quality, and design as per their changing demands.

Similarly, Coupons are a very effective and popular way of retaining customers. Offering coupons to your existing customers for their preferred item can motivate them to make an immediate purchase, especially after 30 months of association. This also gives them a feeling of personalized service, which further instills brand loyalty. In a study, 60% consumers agreed to Surprise Rewards being a major factor for their staying loyal to a brand.

Value Added Services or Cross Selling with a partner brand also keeps customers coming back to you.  Data-sharing partnership is also a potential avenue for increasing customer retention by letting partner companies share data and collaborate for time, season, and location-specific offers.

Rebrand your business to meet customer expectations. As Richard Branson has very aptly said, do not just meet expectations of your clients but exceed them.

It is equally important for acquiring new customers as well as retaining existing customers that a business is rebranded. Rebranding helps you move with customer preferences, as mentioned earlier. It is evident that modern customers are always on the look-out for something fresh and new. Therefore, it is feasible to rebrand and accommodate existing customers to show them all new customer success to convince them to stay. Rebranding helps to overcome an outdated image of a company and helps in exceeding the expectations of your existing clients.

Where Is Customer Churn Taking Place and Why?

In connection to the above discussion, reviewing customer behavior and company-client relationships can give valuable insights for retaining customers. One important information is to know where the customer exits and why?

Monitoring customers’ online journey can tell you the exact point which disturbed the customer enough to withdraw from your company and move onto someone else for a purchase. It may be long delivery times or dodgy/outdated payment options. It can also be the outdated overall layout of your website and poor social media presence. Most importantly, customer churn can take place due to improper handling at the customer care center.

Revamping the Customer Care Center

For modern consumers, online presence, customer service and delivery service have to be top notch. A well maintained customer service center can be an answer to all three of these goals.

To build a successful, longer term client relationship, your company has to build an effective customer service team. You require a friendly, personable team that is agile, technically smart and is trained to show gratitude and courtesy to the customers. Agents should have product and policy knowledge and the ability to resolve issues satisfactorily. This also leads to the capacity of a customer care center to quickly respond to a query in the required language, take required actions immediately, document, and follow up.

To have a versatile customer care center, it is most feasible to contract a company with prior experience of multilingual call center services, omnichannel support, and capable of managing and monitoring the teams to provide hassle-free best results for your company.

A good CRM tool is also a vital investment to keep your relationship organized and documented. It can cover all channels of support. To keep customer engaged through your online presence and product lifecycle, reemphasizing their customer success is important.  Influencers and arranging Q and A sessions can ensure a lot of engagement and build stronger relationships. A good customer advocacy program or creating online customer groups, webinars, and user group meetings are also some ways of bringing customers together.

Customer retention is a goal and strategy in itself. As the technology is advancing and nothing is inaccessible for a modern consumer, it is important that your business is able to deliver products and customer services that match the requirements and ideas of your customers. Targeting new customers improves revenue but keeping old customers intact helps in building company value and sustainable growth.

Originally posted as an answer on Quora for What are customer retention strategies?

Answer by Saira Zafar, Content Contributor, IdeasUnlimited

Preparing for Employees Going on Annual Leave

9 Ways to Prepare Your Business for Employees Going on Holiday Leave

By | Business Improvement, Call Center Support, Employee Management, Time Management, Virtual Assistant Support | No Comments

Last year’s holiday season retail sales in the US alone topped $161 billion and 43% shoppers supported small businesses on Small Business Saturday. With the holiday season coming up, now is the time to plan out a company strategy to ensure you have backup staff handling essential business activities at all times.

Figures for Holiday Season Retail Sales

You don’t have to dread the holiday season when your employees go on leave, when the company’s manpower is down and productivity seems to nosedive. Simply follow our tips that we’ve practiced and improved upon through trial and error over 8 years of operations and you will be well prepared. You can easily handle holiday leave while maintaining a healthy culture and employer brand.

  1. Use a Workforce Management Software

Using a scheduling and staffing software or even a shared Google calendar can make your life infinitely easier. This way you won’t have clashes in scheduling vacations and can plan accurately in advance for holidays. Most workforce management software applications have additional features like communication, task management, and time reporting. Here is our rundown of some effective software applications:

Deputy

With unlimited users, shift swapping, forecasting and QuickBooks integration, Deputy is a mobile platform that can cut your time spent scheduling considerably. It is perfect for small to medium businesses employing shift workers.

When I Work

Offering templates and shortcuts with its mobile and desktop adaptive platform, When I Work is also integrated with some POS and Payroll systems and has a very intuitive user interface (UI).

Quinyx

It allows you to schedule work keeping in mind employee contracts and working time directives. You can also set up an optimal schedule matching the best employee to the most appropriate task and set up a staffing schedule taking expected sales into account.

TrackSmart

Their online time and attendance management software allows for scheduling based on employee availability and job skills. You can even set up recurring schedules. All these are accessible from all devices 24/7. These smarter schedules will ensure you are never understaffed, even for the holiday season.

  1. Be Transparent

Make sure you communicate your holiday leave policy and vacation policy to your employees as soon as they are hired. Is it first come first served? Are there any vacation blackout periods when no vacation requests would be entertained due to an expected rise in traffic or a special project? Will you be encouraging them to take their vacation in the slower periods? Communicating all this in advance will be fairer and more acceptable to your employees. Make sure any vacations are granted judiciously—with employees fully cognizant of the decision-making criteria—after due deliberation and without any favoritism.

  1.  Set a Deadline

Set a deadline by which employees can request holiday leave. Depending on your needs, this can be anywhere from a few days to several weeks before the staff wants to use leave time. This deadline should be far enough in advance for you to ensure that it does not affect a project’s productivity or deadline and you are not understaffed. Also cap the number of employees of each specialization who can take off at the same time.

  1. Get Pertinent Information

When an employee puts in a leave request, request a report on current projects. Ask them how they plan to meet deadlines before they head out the door. Nicolas Gremion told SmallBizTrends that this process “gives me piece of mind that their absence won’t be problematic and they can leave knowing that they’ve tied up any loose ends.”

Get a detailed breakdown of projects they are currently working on, tasks to be performed, access details for pertinent files and accounts, deadlines for current projects, important contact information, and any other information needed by the employees covering the vacationers’ jobs. Create a checklist of these that each vacationing employee can tally against before leaving.

Project NameDeadlineTasks to be PerformedContact PersonContact InformationAccess Details
AccountPassword
Project 1
Project 2
Project 3
  1. Delegate Tasks

Then make sure that someone is covering for the missing employee. Sometimes, that requires handing off tasks and projects to a few different people in the office instead of asking one person to do the work of two. Crosstrain employees in preparation for the upcoming holiday season, ensuring that the backup employee is fully conversant with the appropriate project training manual.

  1. Trade-off

Trade-off between your employees. Some employees may have important commitments at other times of the year that they can take time off for and then work during the holiday season. Allow employees with similar job descriptions to trade off their vacations with each other, one picking up the slack when the other is on leave. Stagger your employee vacations so you always have coverage; allow some to work the morning shift, some the afternoon shift, or schedule one set of employees for the first few days of the week and the other for the rest of the weekdays during the holiday season.

  1. Offer Incentives for Working Employees

Give cash bonuses, extra paid leaves redeemable after the holiday season, and other incentives for those willing to work during the most popular vacation periods. This will ensure that you have a productive skeleton staff even during the heart of the holiday season. It will also boost the morale of those who have to work over the holidays when the other employees are on leave and enjoying themselves.

  1. Hire Temporary Support

In some cases, you can even hire a temporary virtual assistant to pick up the slack in an employee’s absence. Especially in the retail industry, business booms in the holiday season and having employees on holiday leave can cause a stress on operations. Hire a qualified virtual assistant to take care of ecommerce sales, provide administrative and operational support, or even act as a virtual receptionist service during the holidays.

You can even hire a temporary call center operator or a customer service center to handle customer service, field incoming calls, generate leads, and make telemarketing calls to take advantage of the boost in sales in the holiday season.

Having part-time staff as backup all year round is always a sound decision, so they can come in if you have any shortages and during the holiday season when most employees are on leave.

  1. Prep for the Manager’s Leave

What if the manager is the one going on leave? We suggest that you let your employees know far enough in advance so they can prepare. Make the manager’s calendar public so that the staff will know when he or she will be back. Ask the manager to train the second-in-command to pick up the slack. The administrative support staff must also be familiarized with how to handle certain tasks while the manager is out of the office, such as where to direct calls and how to respond to requests. Then, consider having a protocol for an emergency, so employees can determine when to call the manager while he or she is on leave.

With these tactics, you can ensure that handling the holiday season won’t be such a hassle. Let us know down below what some best practices are that you have seen or used for handling employee leave during the holiday season.

2018: A New Era of Customer Service – Are You Ready?

2019: A New Era of Customer Service – Are You Ready?

By | Backend Support Services, Business Improvement, Call Center Support, Customer Service, Virtual Assistant Support | No Comments

Your business relies on good customer service for its success – far more than it used to, in fact. According to IT research company Gartner, 89% of market leaders anticipate that the omnichannel customer experience will be their primary business concern, as opposed to four years ago, when only 36% did. This signals a fundamental change in the role and function of businesses.

While the products or services that the company offered used to be the main concern, now the excellence of your customer care center will be the thing that sets you apart from the competition. After all, there are very few businesses out there that can afford to alienate their clientele because their products or services are good enough to keep people coming back regardless of their experience.

With this rise in the importance of customer service, many companies are going to have to do a massive overhaul of their current methods. This is because the support systems that companies utilize are becoming increasingly reliant on social media compatibility, 24/7 service, and mobile-friendly options. If your company doesn’t keep up with the modern standards, you will likely face losing clients and thus revenue.

So what exactly should you be aiming for in terms of customer service?

Live Chat & 24/7 Call Center Support

If you haven’t already set these up for customers, you are already behind. Most medium to larger companies have already set up an inbound call center solution, ensuring that someone can always be reached in case customers have questions or concerns. Even smaller businesses are upgrading their systems, each setting up a call center for small business. Live chat is one of the newer options, to be sure, but it has quickly become ubiquitous.

Omnichannel Support

Many customers now prefer to contact companies through multiple channels, some of the most popular of which are their social media accounts. There should always be an easy way for customers to use Twitter, Facebook, Google+, etc. to contact your company. These channels should also be easy to switch between in the event that the user wants to employ several at a time and there should be someone providing omnichannel support services so you are never out of touch with your customers.

Text-Based Help

Since so many people consider texting to be the preferred mode of communication, it makes sense that your company should have some form of it enabled on your site.

Remote Secondary Access for Technical Support

When your customer can’t figure out how to do something on your site, having an IT professional try to figure out what to do through verbal means is rather like flying a plane blind. Having an option for them to get remote access to the customer’s computer (with their permission, of course) is one of the best ways to sort out the problem quickly and effectively. You thus need someone qualified to provide such technical and backend support services.

No Automated Menu

People are sick and tired of automated menus and trying to interact with recordings. If you want to truly please your customers, offer them a real human being to talk to. It proves almost automatically that you care more about their concerns and are willing to pay someone to listen to them. Having a trained, empathetic, and skilled call center operator automatically enhances customer loyalty.

Virtual Assistant Support

Virtual assistant support services can help you delegate administrative support and operational support tasks. This is especially good for growing businesses that don’t generally need around the clock support in-house. You will never have to turn away customers and can even get extra help around the holiday season. These assistants can perform a wide variety of tasks, from answering phones and emails to scheduling and data entry, payroll processing, lead generation, and practically anything else you need.

These are just some of the customer support services that are becoming the norm for businesses. Implement these and you can practically ensure customer satisfaction – and keep them coming back!