Different Industry Verticals Benefited Implementing Customer Support Business Model
Customer service is often the most underrated in any company. However, the last few months have changed everything that we thought was normal. A great customer support has become a cornerstone for success. In today’s time, the companies adopting call center customer support openly are maximizing the gains. A survey by Microsoft found that as many as 90% of customers continue to place a high value on the quality of customer service when choosing or remaining loyal to a brand. To create a brand recall or positive customer experience, organizations must pay careful attention to understand customer behavior, their preferences, and expectations. Customer knowledge together with the latest technology can provide you the ability to transform customer service delivery.
A smart organization can ingrain the learnings and strengthen its processes to drive a superlative customer experience every time. Remember, acquiring a new customer is a costly affair, making at 5%-25% more times more expensive than retaining the existing one. A focus on customer experience can help to forge long-term relationships, which translates to higher revenue over time.
How valuable is a customer call center?
In today’s era of automation, many companies argue in favor of digitization and digital transformation to cut costs. This is essentially overlooking the long-term value which human interactions bring to accomplish short-term goals. Even in the age of chatbots, email and self-service, the humble phone call is the most preferred channel for customers. As many as 75% of customers prefer human touch to automated interactions, found a PwC survey. A vast majority use 3 to 5 channels of communication to get their issues resolved, and voice remains the preferred channel to contact customer service. The technology should aid human interactions for unobtrusive and seamless support across platforms. Customers need to feel valued and understood, when they feel it is lacking, abandoning the brand does not take time.
Is customer support needed for all industries?
Customer support has to be on the top priority list for any organization, no matter what industry the organization belongs to. It will contribute to the best customer experience for existing customers as well as it can be helpful in increasing the customer base by generating leads. This customer support department can be in-house or you can also outsource it to some external service providers. In both cases, this department has to have a few basic needs to be satisfied, which are a strong team, advanced call center software, and modern infrastructure.
With the help of this department, an organization can gain many benefits. This article will walk you through a few industry verticals and how they get benefited by implementing a call center service in their business model?
Retail industry vertical has a whole variety of businesses such as eCommerce business. This type of industry vertical needs to ensure that each customer is served with the best experience. The customers may come up with many issues which need to get answered promptly. Also, the call center can be used to generate sales by running outbound calling campaigns. The retail business may need to deal with huge call traffic, thus, they have to ensure their call center software is capable enough to run different inbound and outbound campaigns to offer the best customer experience.
Travel and Tourism
Again, an another industry which has customer support in the middle of the whole business model. The travel and tourism industry might receive different calls inquiring about different tourist points and travel destinations. A solid mechanism can be very beneficial in handling each call and answer with a proper answer. One may also use the Interactive voice response system integrated with the call answering solution to offer service 24*7.
This is another booming industry, which might be dealing with the massive incoming calls asking for possible investment options, new real estate properties, and many other related questions. As here the investments to be made are huge, customer experience has to be at its best. The real estate owners can take help from the call centers or can even set up in-house call centers. There is one more possibility of revenue generation for the real estate industry is to run outbound campaigns to educate potential buyers with the new property schemes, the status of an ongoing real estate project or payment-related detailed information.
The Telecom industry is one of the most dynamic industries. We can say that every next month a new invention is taking place. The 5G technology is the latest buzz in the market of the telecom industry. Apart from this, the telecom companies launch different plans and packages for their consumers. All these inventions create a major need of having a customer support center in place. This department works at its best to increase the business for any telecom company. This is the reason more and more companies are opting for this service.
More customers have high expectations from call center support than before. We are already witnessing a wave where customers are placing a premium for customer service, willing to pay much more. It makes business sense for all the industries to sit up and make the move. Many analysts predict that customer experience will leave behind price and product to overtake as a key brand differentiator in 2020. It’s not rocket science- like any other human, customers too want to be recognized as individuals, treated with respect by customer support agents. Simple solutions like reducing the issue resolution time and providing a human touch to interactions can go a long way to prove a brand is more than just transactional.
Delivering a good customer experience also has a spiral effect on customer retention, enrichment, and advocacy—all of which affect loyalty-driven revenue. On the flip side, companies which fail to recognize that customer experience-revenue relationships are directly proportional will fail to capitalize on the opportunity that the new normal presents.
We at HoduSoft are constantly innovating and upgrading to give our customers the very best. The cutting-edge call center software HoduCC features the latest tech tools, to delight your customers and ease customer support agent’s burden. Contact us to get more details about it, you can also drop us mail at [email protected] or call on +1-707-708-4638 / +91-79-48939393.