Customer service, customer support, customer satisfaction. All three go hand in hand to provide an excellent client experience that can drive your sales, boost your brand loyalty, and reduce your churn. Simple enough, right? However, what’s not easy-peasy-lemon-squeezy is actually providing world-class customer service. As Theodore Roosevelt once said: “People don’t care how much you know until they know how much you care.” This means that your customers won’t care for your brand if you don’t care for them first. And that’s where customer support and customer service come in.
What Is Customer Service?
If we go with the typical dictionary definition, then customer service is the interaction between the buyer of a product and the company that sells it. This entire process is crucial to success – both in the short and long term. To make this point a little bit clearer, here are a few customer service facts that you may not have been aware of before:
- Customers expect to be able to reach a company on any channel (phone, email, chat, and even social media). Actually, according to this study, this can entail up to 13 channels, both online and offline!
- 55% of US online adults will abandon their online purchases if they can’t find quick answers to their questions.
- While most customers are okay with 12 or 24-hour response times, 77% say that the best thing a company can do is value their time. So the faster, the better!
- 85% of customers expect their conversations with customer service representatives to be seamless. That means no repeating themselves or their issue across the exchange.
Customer service goes beyond just resolving tickets. In order to stand out from your competitors, you can’t settle for good enough. You need to excel and deliver great customer experience every time, on any channel.
How To Deliver Outstanding Customer Support
“Building a good customer experience does not happen by accident. It happens by design.”
Clare Muscutt, Founder of CMXperience
But let’s be honest. Who has time to focus on the core business functions while also providing an unparalleled customer service experience? No one, to be honest. Many companies suffer when they’re focusing on marketing campaigns or big seasonalities because they ignore a crucial component for success during this busy time: customer service.
For example, let’s say you’re running a big Black Friday campaign. Your discounts are off the charts, and your sales are booming. You’re smiling from ear to ear. But as it turns out, 20% of your Black Friday orders are flagged for customer service tickets. Maybe some were delivered incorrectly, others didn’t arrive, and as for the remaining ones, the clients simply wish to exchange the product. Now, let’s think that maybe you’re used to only 5-10% of your orders needing customer service. That’s double the number of tickets that need to be handled ASAP! So if your capacity to handle tickets didn’t take this seasonality increase into account, you’re looking at some abysmal customer service. And the end result can be catastrophic when you consider that 52% of retail consumers stop buying from companies if they have poor service. Read that again. If you have poor customer service, you could end up losing more than half of your customers.
Luckily, that’s where a customer service outsourcing partner (like Boldr) comes in! We can do the heavy lifting for you and get some of the work off your shoulders by managing your customer support tickets, solving client issues, finding problem resolutions, and maintaining customer satisfaction at an all-time high. And if you plan on needing more assistance for certain seasonalities, we take that into account as well and scale your team accordingly. That way, all you need to worry about is selling more!
Boldr’s Customer Support Services
At Boldr, we focus on delivering a wide range of options to provide the support you need. We specialize in making every interaction with your clients meaningful, personalized, and unique. Here are the customer support services we can provide for your company:
In case you didn’t know, 57% of customers would rather contact companies via email instead of any other customer support method. Email remains one of the primary non-voice customer support channels, and it’s crucial for busy customers. They can express their concerns and doubts anytime they want and attach important information like invoices, tickets, graphics, or photographs.
At Boldr, we make sure we add value to every interaction – even if it’s a cold outlet like email. Our Customer Advocates have a knack for solving inquiries and delighting your customers, bringing warmth into the conversation, and improve your customers’ experience.
67% of customers hang up the phone because they are frustrated that they can’t talk to a real person. So when it comes to phone call support, the biggest determining factor for success is your support agent. A friendly voice over the other end of the call really humanizes your business and helps your customers feel understood and cared for. Our Customer Advocates genuinely enjoy helping others, and going above and beyond to make your customers feel happy and valued is part of their work DNA.
You might think that chatbots work perfectly, and they do. For simple, repetitive questions. But for higher value queries? Not so much. If you want to forge genuine relationships with your clients, outsourcing your chat support is the way to go.
Chatbots don’t always get your customers’ problems solved, and that can be really frustrating. So frustrating, in fact, that they may even decide to stop using your company’s services. Chat support is efficient when there’s a human behind every conversation because it makes the responses specific and personalized. This way, you ensure that every problem is solved and that the customer is satisfied before leaving the chat session.
Be mindful, email, phone, and chat aren’t the only things we can do for you. If you need any other type of customer support (like social media, text/SMS, online forms, communities, etc.), we can help you out! Reach out to our team to discuss how we can build a custom solution for your business.
Why Choose Boldr
The main difference between Boldr and other BPO companies is that we despise cookie-cutter approaches. Everything we do is customized to your company, your KPIs, and your business’s needs! We’ll suit up, jump in, and play the game — your way.
We also concentrate on putting together a dedicated team for each client that can become an extension of their team, mastering the ins and outs of the business like the back of their hand! Another critical component of how we work is that we’re people-focused. That means that as you grow, our team grows with you!
And finally, because our model works. Over the past two years, 70% of our new business has come from referrals. Within Boldr, we’ve promoted 14% of our team members and seen under 5% voluntary turnover (compared to an industry average of 20% turnover). As Boldr grows, we’ll continue to be purpose-driven. We’re committed to making it the standard for outsourcing companies to upskill their workforce and connect their talent pool with social good. We’re committed to fixing what’s broken with traditional outsourcing. Working with us means shifting from outsourcing as a tactic for reducing costs to outsourcing as a strategy for building global teams that grow, scale, and adapt with your organization.
Now that you know just what we can do for you, you’re ready for the next step! Come on, don’t be shy. Get a free consultation today.