Customer Service
Customer care as a service: Best practices for implementation
Gone are the days when exceptional customer service would help you stand out from the competition and help you achieve a competitive edge. In today’s dynamic world, customers expect best-in-class customer service from brands they interact with. In fact, 73% of customers say just one extraordinary support experience is enough to raise their expectations, and they often do not hesitate to switch to a competitor if businesses fail to meet these expectations.
Keeping up with these rising expectations may be challenging for many businesses, especially if they do not have enough resources or expertise to leverage the next-gen technology that makes it easier to leverage data and connect with customers. This is where customer care as a service for growing enterprises comes into the picture, helping businesses stand out with a superior support experience.
Why invest in customer care as a service?
Offering exceptional customer service matters for more than one reason, but it all comes down to ensuring the sustainable growth and success of your business. Beyond allowing you to deliver exceptional support experience while you focus your resources on your core competencies, investing in customer care as a service will allow you to:
- Retain customers, which is much cheaper finding and acquiring new customers.
- Offer consistent brand messaging across the board.
- Attract word-of-mouth publicity through recommendations from satisfied customers.
- Build a loyal customer base.
- Uncover valuable customer insights to offer value-added services.
- Create a sustainable strategic advantage that sets you apart in the highly competitive market.
Working with the right customer care as a service solutions provider, you can easily leverage next-gen technology and industry best practices to elevate your support operations with a seamless experience that attracts customers.
Best practices for implementing customer care as a service for growing enterprises
Outsourcing your customer service operations not only allows you to maintain support standards and deliver exceptional experience, but customer care as a service also offers easy scalability and flexibility for a growing business. Here are eight best practices to keep in mind when you are investing in and implementing customer care as a service solution:
Manage customer expectations
The first thing you need to focus on is understanding what your customers expect and managing these expectations through tailored support. This includes building personalised relationships with each customer, knowing every aspect of the customer’s journey with the brand and personalising every interaction.
Collect as much data as possible
Focus on collecting as much data as possible and utilising it to achieve the objectives above. The insights gained from such data can be the difference between a loyal customer and the one that leaves you for competition.
Improve the first impression
Focus on nailing your first impression and achieving a first-touch resolution to customer support queries. Investing in building a knowledge base that will empower the customer support agents to quickly understand and resolve every query.
Be proactive when you anticipate or spot an issue
Do not wait for customers to report an issue. Leverage advanced data analytics and predictive analytics tools to anticipate problems and offer proactive resolution.
Offer self-service options
With customers expecting a quick resolution, investing in self-service tools can be a great way to help customers access the knowledge base and address basic queries on their own. This will not only improve resolution time but also free the support agents to focus on more complex issues.
Meet customers where they are
Establish an omnichannel presence to make it easy for customers to get in touch with you. From social media platforms to intelligent chatbots on your website, meet the customers where they are for a seamless support experience.
Focus on service consistency
Create SOPs and streamline processes to help customer care as a service providers maintain consistent service quality. This includes guidelines for consistent communication and frequent quality checks to ensure consistent service delivery.
Implement feedback mechanisms
Implement feedback mechanisms where customers can rate their support experience. This can help you identify performance gaps and implement strategies to achieve continuous improvement.
And most importantly, be sure to put customers at the centre of everything you do to make sure you can build a trusting relationship with them as you grow your business.
How can Infosys BPM help you leverage customer care as a service?
As exceptional customer service becomes the norm, leveraging customer care as a service can help you ensure consistent service delivery and achieve sustainable growth. Infosys BPM customer care services offer a suite of services encompassing the end-to-end customer lifecycle, from general inquiry, sales support, and technical support to up-selling and cross-selling, retention and loyalty management, and collections. With multi-channel support, workforce management capabilities, reporting tools, self-service options, and more, we can help you implement customer care as a service to ensure a superior service experience as you grow your business.
