One of the top ways consumers learn about the products and services they purchase is through online reviews. Does your business have a disproportionate number of bad reviews related to customer service? If so, it is time to do something proactive about it. Outsourcing your customer service needs can be a valuable part of improving how customers review their interactions with your brand.
When customers have a bad experience, they are far more likely to spread the word about it than they are a good experience. Some of these even go viral, which means serious damage can occur. These leave a lasting impact that is difficult to overcome.
Bad customer experiences can impact your company in more ways than negative reviews. Many customers won’t complain to you and give you a chance to make it right when they feel mistreated. Instead, they will spend their money with one of your competitors. When asked why they switched brands, almost 67% of consumers said it was a poor customer experience that motivated their move. What do consumers expect from brands today? Here are a few key things:
- 90% of consumers want an online portal dedicated to customer support
- 74% of millennials are impressed by brands with active social media interactions
- 51% of customers will stop doing business with a company after one bad experience
The statistics speak for themselves, so what can you do to prevent this from happening and instead begin growing stronger relationships?
If establishing a robust in-house customer service team was easy, companies wouldn’t struggle so much with negative customer experiences. The fact is that developing a high-functioning team of customer care professionals is exceedingly difficult, time-consuming and expensive. What if you outsourced instead?
In recent years, nearshore contact centers have entered into the conversation about being more customer-centric in the approach to building, establishing and improving customer relationships. Cost is usually the first topic that comes up, as nearshore contact centers maintain a low overhead and pass the savings on to clients. However, anyone with experience partnering with a quality nearshore contact center will spend more time talking about the value of their services.
At Protel BPO, we’re located in the English-speaking country of Belize where we rely on a robust and eager workforce ready to communicate with the many customers of our clients. We offer big savings, but we prefer to tout our ability to train an already highly educated pool of applicants and create a culture of quality, happiness and empowerment.
Contact us at Protel BPO and learn more about our approach to adopting the company culture of our clients and continually progressing relationships into more loyal, long-term customers.