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Customer Service

3 Ways to Motivate Your Customer Service Team

Anyone who has worked in the customer service field knows just how stressful it can become, as well as how easy it can be to experience burnout. Customer service staff are the face and voice of your company, so it is important to be understanding and motivating in your support of them. Here are some tips for getting your team back to their best:

Communication

Maintaining an open line of communication between service staff and management is one of the most helpful things you can do. The impact of your representatives’ work on your company is undeniable, so it’s essential to treat them with respect by communicating well. The more comfortable your representatives feel about communicating with management, the greater insight management will have into making positive decisions for the staff overall. Having good relationships between management and your service team helps maintain morale, motivation, and support.

Encourage Positive Work

Every moment that you spend communicating one-on-one with one of your representatives is valuable. Management can often make the mistake of thinking of their representatives as disposable, rather than take the time to help them develop and improve in their work.

Take the time to provide encouragement to your staff. Let them know when they’ve done a good job, and give them plenty of constructive feedback when there is room for improvement. Connect with them, maintain that line of communication, and watch your representatives blossom.

Provide Your Staff with Proper Resources and Equipment

It’s easy to lower staff morale by accidental negligence. Make sure your staff has the equipment and resources to do their job correctly. Poorly-performing equipment (phones, computers, workspaces) can lead to delays and lower service quality, potentially decreasing customer satisfaction. Ensuring that your staff has the proper resources to do their job can motivate them to do their best work, which benefits everyone involved.
Providing thorough, proper training is another great way to ensure that your representatives are prepared to provide exceptional service. These trainings can help your staff develop skills, but can also be used to boost team morale.

You don’t have to wait for your employees to burnout to get them back on their feet. When in doubt, provide clear communication, support, and make sure they are taken care of. Additionally, you can ensure that you have a customer service team that is treated well and equipped with the proper resources by outsourcing your customer service work with a company you trust.

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4 Benefits of Outsourcing Your Customer Service

Customer service is a vital part of running a business. Even if your company is selling the best product or service in your industry, customers won’t stay loyal if they don’t feel heard, supported, and respected in their business with you. Unfortunately, many companies are running low on resources and don’t have the time (or staff) to tend to their clients’ post-purchase needs. Outsourcing customer support can help your company maintain a connection with its client base, as well as improve its brand. Read on to discover even more benefits.

Stress Relief for In-House Staff

One of the most prominent concerns regarding outsourcing is that a company will lose the personal touch that comes with in-house service staff. This is a valid concern, but it is important to consider that overworked staff often have service calls fall to them, and this can increase their stress and prevent them from properly fulfilling their duties. With the right steps, your outsourcing company will be able to capture your business’s personality while also removing extra burdens from your staff’s shoulders.

There’s No Need to Train New Employees

Everyone knows how to use a phone, but it’s much more difficult to communicate in a professional, personable, and inviting manner. Your company is responsible for its employees and how they engage with your clientele, so if they fall short on their duties, you have to improve their training – which means more time and money. Outsourcing the task allows you to avoid this and hire representatives that already have the necessary skills for the job.

24/7 Service

Convenience is an important factor in customer service. Consumers love being able to send an email, pick up a phone, or jump into a live chat session when it is most convenient for them. For some people (such as those who work night shifts or live in a different time zone), this extended availability is even more helpful. It typically isn’t a realistic option for in-house staff and is also much cheaper when outsourced.

Flexibility

Call volumes fluctuate throughout the day, which can cause your in-house staff’s daily, non-support-focused work to go to the wayside. Outsourced call centers are designed with the purpose of constantly tending to customers’ needs, and since they usually have multiple clients, the rise and fall of call volumes are less severe for them. Representatives can work more efficiently, and their managers can schedule staff to best address their clients’ needs.

Outsourcing is an innovative, efficient business practice. Leaving customer service to the experts will allow you to maintain a better connection with clientele, relieve stress for in-house staff, and save you the time and cost of training more representatives.

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The Importance of Following Up in Sales

Great sales includes following up with your customers, and this practice can be a valuable asset for a growing business. To break through the noise of your customers’ crowded inboxes, a personal connection needs to be made, and here are a few reasons as to why doing this is crucial to your sales:

Following up builds trust

Part of a salesperson’s job is to encourage a prospective customer to purchase a product. This process starts at the beginning, with the very first conversation. In this conversation, a salesperson should be walking a customer through the reasons why this potential purchase is worth the customer’s time and money. This encouragement should continue in subsequent follow-up contact, which can help build trust. Trust in a product can lead to loyalty to the brand, potentially leading to more sales in the future.

Follow up contact adds value

Instead of relying on deals and promises made during a meeting, follow-up contact can help a salesperson be sure of where they stand within a current deal. It can also help them ensure their connection with a customer and provide growth for that relationship. Even if a deal seems closed, follow up contact shows the customer that the salesperson is interested in maintaining a long-term relationship and that they’re not only interested in the possible, short-term commission reward.

Following up can address problems early

A customer can sometimes have issues that get overlooked during the sales process. These issues can lead to cancellations or returns, which is not ideal. By actively following up with customers, salespeople can provide themselves with an opportunity to address customer frustrations and further secure a sale. Make sure to encourage your customer to ask questions, and answer all of them before ending the conversation. Apart from securing the sale, you’re also showing your customer that your business provides outstanding customer service.

In a study done by Roshan Shetty, it was found that the most successful salespeople are consistent in following up with their customers via phone and email. If you want to add an extra edge to your sales skills, follow up with your customers more. In the same study mentioned, it was shown that major mortgage lenders attempt to follow up with their customers a minimum of four to five times, with some major lenders following up over a dozen times. When in doubt, reach out!

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4 Reasons Your Company Needs to Implement Live Chat

In a digital world, speed is vital. Customers want products and services as soon as possible, and this expectation has become the standard. One aspect of the market that hasn’t quite caught up to this is customer service. The average response time for a customer service request received via social media is ten hours, with those received via email taking longer than 12 hours. It’s crucial to respond to your customers quickly to prevent a loss in business, and implementing a live chat software and staff can help with this. It can also help your company:

Provide a Better Website Experience

Live chat allows your customers to immediately have their questions and concerns addressed by a live person. Forrester Research found that 57% of customers will abandon their purchase if their questions aren’t answered quickly. They also found that 44% of online consumers find live chat to be one of the most vital features a website can have.

Prevent Unnecessary Costs

Calling customer service hotlines costs time for the consumer and money for the company. The longer a customer is on hold, the more time one support representative is spending on a single call. Live chat typically runs more smoothly, is easy to set up, offers more transparency, and is a low investment method that increases customer reach.

Increase Sales

A customer who visits your website is likely already interested in what your company has to offer. Live chat has become popular because it allows representatives to nudge customers toward other products without being obvious with a hard sell, and by making contact during the decision-making process, you increase the chance of your customers making a purchase. Research reflects this, with one group finding that customers who use live chat features are three times more likely to buy a product or service.

Gather Data

Live chat software collects data, and adds an extra layer to your tracking tools. The data gathered varies by platform, but some common information received includes:
• The link that referred the customer to your site
• If the customer is active or idle
• How long (and how many times) the customer has been on the site

This information can help you establish a better relationship with and experience for your clientele.

For both consumers and companies, the advantages of live chat software ring loud and clear. Live chat leads to increased customer satisfaction, which results in increased sales and profits.

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5 Voice Tips for Dealing with Customers Over the Phone

Have you ever had communication with someone turn sour because you came across as angry or frustrated, even if you weren’t? It happens to all of us, and it can be very frustrating. Often, these conflicts can be easily avoided by being more conscious of your tone of voice. This goes for customer service as well. Since most of your interactions with customers will take place over the phone, it’s important to remain conscious and purposeful in verbal communication. Here are 5 helpful voice tips for dealing with customers over the phone.

1) Pay attention to context.

While customers typically prefer a casual, friendly tone, each person is different. A good customer support provider should be able to assess the situation and adapt to it appropriately. It is best to start with a neutral tone and change it according to your customer’s demeanor.

2) Identify the tone you would like to use with the customer.

The first step in communicating effectively is to be clear in how you want to portray yourself. Do you want to seem smart and casual, empathetic and understanding, or humorous and entertaining? While these are just a few examples, consciously choosing your intended tone of voice can provide a good framework for positive communication.

3) Be aware of the speed at which you’re speaking.

Talking quickly or slowly is an easy trap to fall into, especially if you’re nervous. However, it can be detrimental to your experience with a customer. Whether you’re speaking too fast or too slow, both can make your customer nervous, or perhaps lull them to sleep. Practice speaking at a moderate pace by recording your voice and playing it back to get a good idea of your tempo and adjust it accordingly.

4) Be conscious of your breathing.

Most people can become shallow breathers when they are under pressure. This is problematic because when it happens, your vocal chords can tighten, making your voice’s pitch sound high and strained. You can fix this by trying to take slow, deep breaths. It’ll help you relax, bring down your pitch, and create a calmer tone of voice. You also don’t want to be breathing directly into the phone, as this will distort anything you’re saying to the customer.

5) Smile while you’re speaking.

Even though no one will see your face, smiling while you speak is a good way to get into a positive tone of voice. When you smile, the soft palate at the back of your mouth rises and makes sound waves more fluid. If you sing, you have probably noticed that the wider you open your mouth, the better tone you get – this can also apply when you’re on the phone. Smiling helps your voice sound clearer, friendlier, and more receptive.

Effective customer service requires close analyzation of each situation and the ability to adapt to new circumstances. Every customer has unique needs, and your talent in identifying the correct response is what sets you – and the business you work for – apart from the rest to truly get the job done right and efficiently satisfy the caller. Always ensure that your phone communication is enhanced with a proper tone of voice and speed of conversation.

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Customer Retention Solutions that Work in the Age of Dying Brand Loyalty

Customer Retention

Customer RetentionBecause of the new companies popping up every.single.day — together with the plethora of innovative features they offer — the customer tug of war in just about any industry has become even more cutthroat.

What’s more, these businesses aren’t slacking off in their marketing efforts either.

They’re bent on pouring budget on their marketing pockets or coming up with guerilla marketing tactics to get their brands in front of their target audience.

Having said all that, business owners are now at their wit’s end when thinking of ways to establish brand loyalty.Are you struggling with the same thing? Are you looking for ways to improve your customer retention?

If you answered with a “yes,” then please read on — you’re in the right place.

Have extensive knowledge of your product.

Your types of callers are varied, some being new to your product others longtime customers. Once a customer feels like you don’t know anything about your product and that you are wasting their time, it will leave a negative impact on customer retention.

Win the callers confidence by being an expert in your product. So go beyond the usual briefing and call scripts. Get a deeper understanding of your product by experiencing it from the customers perspective.

Possess extraordinary courtesy.

Be extremely courteous in your calls, control your tone of voice and treat the problem in a dignified manner. For troubleshooting calls, your customer might already be irate, to begin with; your job now is to pacify his emotions.

For sales calls, make sure your customer is in a good mood when you engage in the call, he may be busy or is going through something important, chances are if you force your sale he won’t buy it even though how good your product may be. Cut the call yourself and tell him you will reach out to him at a more opportune time.

Avoid trigger words that causes conflict.

From the very start of your call, use words like “we” or “our” to signify this is something that both of you will work on together. As much as possible do not assign blame to the caller by telling them, they must be doing something wrong.

Be diplomatic in your calls, share a mindset that this problem is no one’s fault, but you will work together to solve it anyway. This language puts both you and the customer on the same boat.

Find ways to re-target your customer by being proactive.

Way before your customers will start experiencing problems with their product, call them up and get feedback and how they find it so far. Pre-empting the issues like we do at our call center in the Philippines, will lessen the frustration of your customer, and they will appreciate your concern in their welfare.

Set schedules to call existing customers already utilizing your product, giving customers a sense that your company was not only after their money but is keen on meeting their needs.

You then establish a relationship way beyond the seller and the buyer. And that goes to show that you also prioritize customer  retention.

Utilizing these solutions to your advantage.

Use all available techniques to your call, and you will win a customers loyalty as long as your company exists. Your goal is to have a long streak in the retention of your customers. The elements of ensuring this happens are the ability to go the extra mile and to do more than what your competitors can.

What’s your strategy?

So what do you think? Are the techniques and solutions mentioned enough to ensure customer retention? Do you have even better strategies that you want to share?

Do let us know by giving feedback or sharing this article.

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The Advantages of Live Chat Over Voice Support

Live Chat

Live ChatCustomer service channels have improved and diversified over the last decade, providing service providers and customers better and more effective ways to communicate with each other.

Live chat support, in particular, has radically evolved in the last few years.

Thanks to our much-improved technology, talking to customer service professionals has never been more satisfying and more efficient.

That’s not to say that voice support is going anywhere soon. When push comes to shove, there are still plenty of customers who prefer hearing a live human voice when asking for assistance.

Still, no one can deny that chat support is now the most-preferred customer engagement channel over voice support — at least if this Zendesk study is any indication.

Curious to know the reasons why? We’ve got you covered.

1. Allows you to handle multiple customers at a time

Regarding efficiency, live chat support beats voice support many times over. For one, it allows each agent to communicate with more than one customer at a time.

Obviously, agents can’t do the same when communicating with a customer over the phone. With chat support, it’s as easy as opening another chat window.

Also, new chat technology has a wide range of customization tools that allow your call center customer service agents to manage multiple sessions better.

2. Provides real-time, remote assistance

Chat support provides agents the tools needed to guide customers through step-by-step instructions. Thanks to screen sharing/remote desktop features, agents can take control of customers’ desktops and be able to assist them accordingly.

This way, customers won’t have a difficult time understanding the agents’ instructions, and won’t feel powerless due to lack of tech-savviness.

3. Enhances customer experience through visual aids

With live messaging, customer service reps can show customers with visual aids that can help them resolve their issues faster.

Whether it’s a product guide, a graph, or an animated GIF, a visual aid can help customers understand their issues much better.

These visual aids can also be sent to customers after each chat session, allowing them to resolve issues should they recur.

4. It’s cost-efficient

Implementing live messaging is significantly more cost-effective than setting up voice support.

Of course, that doesn’t mean you have to do away with the latter, but this only emphasizes why you shouldn’t think twice about adding chat support to your customer service channels.

Setting up phone support is expensive. On the other hand, implementing live chat support takes only a few steps.

5. Provides the organization with visitor behavior analysis

A good live chat software comes with features and tools that provide extensive data on customer behavior.

These data, along with relevant customer analytics, can give you actionable insights and identify problem areas that provide opportunities to understand customers better.

Some of the data you can get for every live messaging session include referral links, time spent on site, number of visits, location, operating system and device used, and more.

Conclusion

As a business owner, it’s in your best interests to provide your customer with every available channel for contacting your brand. We are, after all, living in an omnichannel world, not to mention that it enhances the customer journey in more ways than one.

Live chat support is becoming even more popular each year, and you — as well as your customers — will be better served by using it to your advantage like we do at our customer service call center in the Philippines. 

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How Call Overflow Services Positively Impact Customer Relationships

Call Overflow

Call OverflowCustomers don’t like being made to wait too long when reaching out to businesses, especially when they’re in need of immediate assistance. In fact, a study reports that the average ring time before a caller hangs up is 17 seconds.

On a related note, many managers and business owners will tell you that predicting call volume flow is one of the toughest parts of working in a call center.

The point? When call volume spikes, agents will be hard-pressed to accommodate every incoming call. This, of course, results to dropped calls, which translate to missed business opportunities and frustrated customers.

This is a situation every business owner has to avoid. And the best way to do that is to implement call overflow services in your call center.

Here are the top reasons why overflow response teams can be instrumental in maintaining a good relationship with your clients.

1. No missed calls

Every dropped call is not only a missed business opportunity, but it also sours your relationship with the customer. When that happens, the customer taking his or her business somewhere else is a likely possibility.

But when you outsource call overflow services, you can give your in-house customer service team the backup they need for every time the call center experiences high call volumes.

That means more business opportunities and a more robust customer base. Better yet, you’re able to preserve and nurture your relationship with customers as well.

2. Improves service quality

Every enlightened business owner knows that call quality is of paramount importance when handling inbound calls from both potential and existing customers.

Maintaining quality customer service, however, is no easy feat if your in-house support agents are pressured to field inbound calls as quickly as they can so that they can accommodate every caller waiting in the queue.

When you have an overflow support team taking away that burden from your in-house staff, everyone can focus on doing what’s most important: providing real value to your callers.

Call overflow agents are like your army in reserve. When your frontline is about to be overwhelmed, they’re the cavalry that ensures everyone is following the battle plan.

3. Ensures business continuity

In-house support agents are usually supported by a siloed infrastructure, making their operations vulnerable to unexpected disasters.

This is why a reserve support team is important. In the event of a network outage or other emergencies, overflow agents can maintain business continuity in your company in the face of unanticipated scenarios.

In short, outsourcing call overflow is a great way to polish up your disaster response plan.

Having a solid business continuity plan is critical for nurturing customer relationships and for delivering consistent positive experiences. With an overflow team in place, it’s easy to build trust with your customers and to maintain your brand’s reputation as a customer service powerhouse.

Final Word

In business, it’s crucial that you make preparations for every eventuality, which is why call overflow services are part and parcel of having a good business plan.

To top it off, the peace of mind that comes with knowing that everything is accounted for in your business operations makes the investment in your call center customer service agents even more worth it.

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Why Investing in Order Processing is Integral to Customer Loyalty

Order Processing

Order ProcessingOrder fulfillment is an unwieldy process. If you’re not careful, one little mistake — a botched order, an auditing penalty, an inventory error — can snowball into something bigger. Before you know it, your brand reputation has already taken a beating, with little chance of being rehabilitated.

The point? Don’t scrimp on order processing. If you don’t want your organization to be a disaster in the making, you have to invest. Besides, doing so goes a long way into inspiring loyalty among your customers, which is always a worthy return on your investment.

If you’re still far from convinced, here are reasons why investing in order fulfillment pays dividends in the long run.

1. Streamlines order fulfillment

Businesses specializing in order fulfillment leverage the power of automation tools to ensure that the handling and management of orders are done in the most efficient manner possible.

By eliminating as much human intervention as possible from the equation, order processing can deliver more timely and accurate results and outcomes. Because the process is handled in a more systematic manner, you get the assurance that every facet of the operation is going according to plan.

2. Saves time and money

Outsourcing order processing to an organization that specializes in it eliminates the overhead costs that are usually spent on technology, infrastructure, and in-house personnel.

What’s more, since you can count on specialists to adopt tried-and-tested business practices and use the best tools for order fulfillment, you are guaranteed better and faster results.

And you save plenty of time and money too. This frees up your resources, which you can use to further improve, enhance, and scale your services.

3. Improves the quality of customer service

By entrusting your order processing to specialists, you are given the assurance that your clients are consistently provided with the best customer service possible.

With the help of extensively trained call center customer service agents, order fulfillment becomes a smoother and more efficient exercise. Moreover, dedicated agents can help increase the number of orders through standard customer service practices such as upselling and cross-selling.

4. Delivers business continuity

Every single piece of data that comes from an order should always be backed up, confidential, and traceable. Otherwise, it’s nearly impossible to establish business continuity among clients.

Solution providers, at least the good ones, have the technology and the processes needed to make sure that every piece of order information is secure and intact. This is important in case a customer makes a follow-up call to, say, verify the accuracy of a big order.

By maintaining and ensuring business continuity, solution providers can provide customized and better customer service to clients over time.

5. Promises better accuracy and security

Thanks to the power of automation and advanced data analytics, solution providers are able to deliver accurate data. Automated tools can also integrate various security applications to ensure that every data that comes from an order is secure.

Key Takeaway

As is the case with every business, you can gain the competitive edge over your competitors by leveraging what is available to you. The same applies to order processing. If you want your business to take it to the next level, you have to maximize your investment.

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How a Dedicated Event Registration System Streamlines the Entire Process of Event Management

Event Registration

Event RegistrationThe event management process has come a long way since the days when newsletters were sent to physical mailboxes. Now, everything is done digitally, and it’s just as well.

Digital technology had a profound impact on how businesses and nonprofits manage their events these days.

And it’s all thanks to the emergence of dedicated event registration systems. With the help of these automation tools, organizers can now integrate and streamline all event management processes through one channel. This allows their in-house staff to focus their energy on enhancing the experience of event attendees.

Still doubtful on whether event automation tools are all that? Here are ways an all-in-one event software can help you in your event management efforts.

1. Provides greater visibility

A good event registration system provides users with a bird’s eye view of all processes involved in event management, from secure payment processing and data analytics to data management and email marketing tools.

When you can access and manage all these information in one place, it’s easier to keep tabs on the most important aspects of an event, whether it’s a tradeshow, a networking event, or something else.

2. Increased social media presence

Top event registration systems come with social media integration tools that can help organizers leverage the power of social media in increasing the number of event registrations or ticket sales.

An organizer can also integrate referral incentives using the software’s myriad of social media tools. For example, the system can reward attendees who have made successful referrals by providing them with discounts via promotional links.

3. Saves time

As is the case with any good automation tool, an event registration system relies on a centralized platform to deliver faster and more accurate results and outcomes.

As a result, the internal staff doesn’t have to worry about logistics anymore but instead focus on improving quality of content for sponsors, attendees, and exhibitors.

Because the firm and suppliers can focus on their core competencies, everyone can do their part at the optimal level, ensuring that the event delivers a much better experience for everyone involved.

4. Saves you money too

Registration resources are a potential nightmare waiting to happen in terms of costs — at least if you’re not careful. On top of the required paperwork, you have to hire more staff members who will field and receive inquiries, manage records into proper order, check the accuracy of the reports, and more.

That doesn’t even cover a quarter of what your registration and logistics staff need to do to ensure that the registration process is working in smooth order.

Thankfully, you can save yourself the hassle by hiring the services of a call center that leverages the power of an excellent registration system in event management.

5. Helps with decision-making

Event automation tools aren’t only effective at gathering valuable data for organizers; they also provide advanced analytics that can crunch all these numbers into valuable insights, which will, in turn, help you understand your events better.

Also, these data-driven insights can improve the decision-making of organizers, thus improving the events in more ways than one.

Conclusion

Do you want to achieve better outcomes when you’re promoting and organizing an event? If you answer “yes,” then you’d do well to embrace the power of automation and use it to your advantage.

With the help of a dedicated event registration system, you can do away with the superfluous and be able to focus your energies on the most important thing: to provide attendants a customer service experience they’ll never forget.

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