Customer Support Services Outsourcing
Having good customer service can benefit your company in various ways. The problem is not all businesses have manpower to support this, while others do not value customer care at all as they are too busy generating leads, and acquiring new customers. Consequently, the customer will feel unappreciated and will leave.
Everyone wants to feel truly valued, same way with your customers. They appreciate companies that dedicate time to listen to their questions and concerns. With the help of outsourcing, you will be able to provide the much-needed attention to your customers, while you focus on the core of your business.
At Profitmaster BPO, we value customer care like no other. Our customer support service team will help your business grow by providing excellent customer service to all your customers.
We offer complete customer support solutions on demand. We respond to email, live chat, social media, develop customer service knowledge base and answer phone calls and tickets for you, while regularly training and improving your offshore support team.
With the growth of multichannel customer service, businesses must now adapt their processes, employees and resources to keep up with customer demands. Our complete customer support outsource services will ensure that you can provide answers or solutions to your customers on their preferred channels, be it through email, phone calls, live chat and social media platform.
If you’re serious in taking your business to new heights, you must understand why customer service is so important. You must figure out what it is that sets you apart from the competition.
With consumers facing so many choices with who to do business with, you must be able to state your value proposition, to help them decide to choose your business rather than your competitor.
Why Customer Service is Important?
Customer service is more important than anything else in your business. It is the support you offer your customers before, during and after they purchase your product or service. No matter the size of your business, good customer service should be one of your priorities if you want to be successful.
It is important to provide good customer service all the time; to all types of customers, including potential, new, and existing customers. Although it can take extra resources, time and money, good customer service can help your business grow and prosper.
Benefits of a Customer Satisfaction
- Increase customer loyalty and retention
- Increase cross-selling and up-selling
- Create repeat business
- Reduce churn rate/customer defection
- Generate positive word-of-mouth
- Build brand reputation
- Higher referrals
- Increase overall profitability
- Reduce complaints
- Reduce customer returns, refunds and credit card chargebacks
- Gain competitive advantage
We Support Multiple Customer Service Channels
Live chat is one of the best web service tool that allows potential and existing clients to communicate seamlessly with your business. When a user visits your website, and check your products or services, there is a huge possibility that a question will pop into their mind. Having a “Live Chat” button will boost their confidence to do business with you, as they can get immediate help if needed. Outsourcing your Live Chat Support to our staff will give your customers higher satisfaction, increase retention, and boost your profits.
Voice is still one of the most powerful form of customer service communication and valuable tool for an effective customer experience. Our agents use natural, conversational tone to convey concern, care and compassion for your customer. Our voice support team are backed by effective training sessions and best practices, including customer care and etiquette, speaking skills (accent, tone, volume, choice of words), to ensure seamless delivery of assistance to your customers.
Social media is an increasingly important customer support channel where potential and existing customers expect a response within minutes. A timely response on social media is critical as it shows that your business cares about its customers. When messages and comments are left unanswered for extended period of time, it reflects poorly on your business and can lead to a negative feedback.
It can also increase churn rates of up to 15% due to customer frustration. We help clients by monitoring their social media accounts round the clock to manage urgent post and to ensure brand credibility. By going the extra mile, you can help turn your customers into brand ambassadors who will help spread the word about your business.
Email is one of the major customer support channels that is non-negotiable for most businesses. Majority of customers prefer customer service emails to get answers related to product/service enquiry, technical support and sales, as they just need to write one, send it and wait for a few hours or a day to get a response.
Profitmaster BPO Customer Support Service can handle general enquiries, technical support, billing support, sales support, and collections. Below is a partial list of support that we offer.
General Enquiries Customer Support
We handle all enquiries to your business from product/services information, order processing, account-related concerns, customer complaints, product issues, returns, assisting in sales, and more.
Our technical support handles customers’ technical problems such as hardware and software issues by asking questions for diagnosis and then providing step-by-step troubleshooting guide. We resolve customer’s technical issues through the help of live chat, phone calls, email, and remote connection over the internet. Our tech support services are essential to help with IT-related problems for your business, to avoid customer frustration and losses.
Our sales support channel help customers resolve sales-related queries such as taking customer orders, responding to enquiries, and providing quotations. We build good customer relationships and able to provide up-sell and cross-sell services.
We can handle billing related concerns for your customers, from order payments, account status and balances, plan upgrades/downgrades, refunds, update billing information, and fraud management.
We offer collections customer service support to reach out to your customers and collect overdue payments, loans, or any other bills by clearly communicating the status to the customer. We also review customer’s account transaction details, and place investigation assistance for disputes and resolution.
At Profitmaster BPO, we create better relationships with your customers, so they continue using your products or services, make repeat purchases, and spread the word out to their friends and colleagues.
Contact us using the form below for an obligation-free consultation or you can call us at +61756807878.