Customer Experience Insights
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Software plays a fundamental role in your customer care strategy – in this guide, we’re covering how to procure the right communication platform with a tried and tested process.
We spend a lot of time talking about the positive effects of customer service. We’re experts on it. But how does customer service help boost your sales, and what happens if your service isn’t as great as it should be? Well, that’s why this guide exists! We want to help you understand the connection between your customer service, sales teams, and a variety of other business components, so you can continue to grow without worrying about conflicts in your departments!
Convincing shoppers to buy with you used to be a simple task of showing them that you offer the best value. But customer expectations are soaring and they're no longer happy to just take your word for it; they must be convinced. To truly deliver excellent customer service (CS), you have to show your customers that you know what they want, what they buy, and how they’re going to buy it.
It's never been more important to consider using outsource call centres for your customer service operations. Let’s dispel some of the mysteries and myths that exist around this subject and demonstrate once and for all why an outsource call centre is a savvy business option.
Measuring customer satisfaction (CSat) is the standard for understanding how customers feel about your customer service (CS). And for good reason. CSat scores are a great indicator of customer loyalty and brand advocacy, both of which affect your sales. Once you’re measuring customer satisfaction and collecting data, you can use it to look for improvements in your CS by identifying trends in interactions that lead to low scores!
FM Outsource has been working remotely since March 2020; we transitioned our UK-based contact centre from being a mostly in-office customer service solution to a completely remote operation. By working closely with our clients, we were able to make this transition whilst still covering all the required contact channels, without any disruption.
We're proud of the service we provide our clients. But, as they say, the truth is in the pudding. So we collated data from one of our clients to really see how we performed over Black Friday. With great results like these behind us, our clients can step into 2021 with total confidence.