Customer Service
Exploring the scalability of customer care-as-a-service for growing enterprises
According to research, customer service forms a critical component of any business. It can increase the revenue by 2-7% and profitability by 1-2%. Higher revenues and profits are a direct outcome of better customer experience and loyalty.
Growing businesses need capital to fuel their growth, and repeat customers, higher retention, and greater profits are the keys to their success. However, one must not sacrifice customer experience while scaling up.
This article discusses the strategies to ensure customer care scalability for enterprises.
Scaling customer care for growing businesses
We often overlook the potential of optimising and scaling customer care for enterprises. However, businesses that ace customer service outperform their competition by 80%. Here is how you can do so:
Boost communication with omnichannel support
Quick and accurate communication with a seamless solution delivery is the key to exceptional customer service. An omnichannel support provides avenues such as email, phone, and chatbot, all of which connect with a common CRM and ticketing system. This integrates all conversations into a single view so that customers can communicate with the agents through any platform, and the agents always have visibility to past conversations.
With well-equipped customer care outsourcing services, agents can also access a knowledge base with up-to-date information to ensure quick resolution and personalised service, resulting in customer delight. This directly saves the cost of delays in providing a resolution and conflict resolution, and overstaffing, which you can re-invest in business growth and training the agents.
Leverage automation
According to a survey, 44% of respondents said that they want to use chatbots to search for answers to their questions, fetch product information and make purchasing decisions.
AI-enabled chatbots work with an underlying ML platform that learns with every customer communication. As the system evolves, it learns to answer more customer queries, resulting in instant customer care scalability for enterprises. This also gives the agents more time for training, development, and upskilling. Robotic Process Automation (RPA), with the help of AI, automatically fetches the answers from the database and provides instant resolution 24/7. Intelligent customer service platforms from customer care outsourcing services automatically direct the request to the right person and ensure regular updates as the team works on a resolution.
Businesses must rely on AI for personalisation. They can train the platform to ask personalised questions, declare upfront that the customer is talking to a bot, and transfer to an agent when necessary. This sets the expectations of a customer. It also saves the time the agents spend on low-level support, such as answering questions about business hours and ‘where is my order’ (WISMO).
Fine-tune documentation
Documents include those for training and development, customer service, and technical support. By regularly updating the documents with customer interactions, you can help the AI platform train itself as you scale. This requires a robust quality assurance program.
The AI platform from a customer care outsourcing service provider can further leverage documentation to find patterns and trends that help in reporting, faster resolution to customer enquiries, and early detection of fraud. Chatbots use this documentation to improvise their customer service sessions. They can use pre-built messages to engage with customers quickly, consistently, accurately, and efficiently.
Improve internal and external processes
A seamless and well-designed process workflow helps the agents provide exceptional Customer EXperience (CX). Businesses must leverage workflow automation within the CRM, ticketing, and customer service platforms to ensure customer care scalability for enterprises.
For example, a dynamic workflow setup as a decision-making tree decides whom to send requests for approval during customer acquisition, sales, disputes, and refunds. At every step, it also updates the customer through a self-service platform.
Outsource customer service operations
It may not be possible for a business to invest in acquiring the systems and impart the training to execute the steps we explained above. For growing businesses, the priority lies in investing towards customer acquisition, increasing the lead conversion ratio, and in sales.
Customer care outsourcing services are the answer to these challenges wherein you can leverage the expertise of a third party without investing in systems and human resources. A third party with experience in your industry and a proven track record can provide service 24/7 through their established systems and processes across time zones.
Businesses can also increase the level of third-party engagement as their sales grow. They need not invest upfront in fixed capital and operational costs.
How can Infosys BPM help build scalable customer care for growing businesses?
With customer care services spread across the lifecycle and omnichannel support through voice, email, chat, and other digital platforms, Infosys BPM helps you optimise price, quality, reporting, technology, and workforce.
Read more about customer care outsourcing services at Infosys BPM.
