First, you need to hear the “bad news”:
- 32% of customers will stop interacting with a brand after one bad experience
- 50% of customers will do so after several negative experiences
- 60% of customers will switch brands due to unfriendly service
These are findings from the PwC report Experience is everything: Here’s how to get it right.
Now here’s the good news: Keep your clients happy and they will be your customers for life.
What clients are looking for
Any business needs to find out what its specific target market looks like, what clients’ needs are, and what makes them glad, sad, or mad. Here are the top things that keep clients extremely satisfied with the companies they deal with:
- A human they can interact with
- Consistent guidelines and processes
- Timely response and quick resolution
- Convenience of access
- Empathy from friendly staff
When you keep your clients happy, word will spread about the positive ways you interact with them. You will get more clients and your firm will gain recognition as a customer-centric brand.
How exactly can that happen?
Offshoring can improve customer experience
One solution implemented by many companies is outsourcing, especially for customer experience (CX). It’s a proven way to significantly impact company productivity and build brand integrity.
With offshore staff dedicated to taking care of client satisfaction, a company’s in-house personnel can focus on its core business processes. This will lead to increased efficiency and productivity on both sides.
Outsourced staff can be a firm’s on-demand issue resolution team. When they’re available 24/7, responding to queries and issues will be faster. Even when an issue is not immediately resolved, clients will feel that there’s someone they can reach anytime to take care of their concerns.
Engaging with humans
Sure, AI and bots can immediately respond to customers, but nothing can replace connecting and speaking with a real person. One study found that 74% of consumers want more human interaction. Both AI and humans can do the work and complement each other.
Having humans to interact with provides clients with the possibility of empathy. Aside from having someone to fix an issue, clients also seek a person to listen to them, understand how they feel, and absorb their frustration. Properly trained offshore employees can excellently handle such situations.
Maintaining an effective offshore staff
Like any aspect of doing business, there are effective ways of performing processes. A company needs to ensure proper implementation of something like offshoring to enjoy its maximum benefits. Here are a few tips:
Communication is crucial to making offshoring work best for you. From the onset, a company must be able to instill its vision, mission, and core values in offshore employees.
Lay down clear expectations before setting off your offshore team to work. Do not leave them to just find out things on their own. Make sure they understand everything they need to know.
Exert every effort to transcend language and culture barriers to avoid confusion and miscommunication.
Be available to them
Since communication is always a two-way street, let your offshore leaders know how to reach you and the best time to communicate with you. It is best to have regular meetings to discuss urgent concerns, clarify grey areas, or simply make them feel connected to the company.
Some do this weekly while others have quick daily huddles – it will ultimately depend on what works for you and your team.
Equip them sufficiently
Train your offshore staff well, starting with standard operating procedures. Find ways for them to level up in communication, customer service, and relevant skills. Also, provide adequate tools such as for communication/conferencing (e.g., Slack, Zoom, Skype) and project /task management (e.g., Clickup, Asana, Trello). A few companies even purchase equipment and devices that are essential to offshore operations.
More on offshoring
There are a few other things you would be interested to learn about offshoring. Profitmaster can help you explore how to offshore some of your customer-facing business functions. We value customer care like no other and provide Philippines-based offshore customer support staff to complement your onshore team. Click here to message us today and discover more.