A customer support process is a range of customer services that are required in order to assist the customers in make a correct use and also a cost-effective use of any particular product. This customer support service includes installation, planning, troubleshooting, training, upgrading, and disposal of a product as well. This is considered the main data channel for the fulfillment of customer satisfaction and it thus helps a lot in retaining a customer for a very long period of time.
There are various channels of communication that are used by the companies in order to render customer support services.
First is Phone support. The customers can speak directly to the representatives of customer support over the phone. For the inbound calls, an integrated voice response is programmed in order to route the captured calls in various ways. This phone support channel is mostly used for taking the pre-sales queries, order taking, cross-selling and also upselling. There are also outbound calls that are done from the call center to the employees.
Live chat support. In this channel, the website visitor can seek assistance through a text-based chat session. He or she can interact easily with an outsource customer service representative, understand the requirements of the customer and give him a suitable advice. There might be language barriers in this channel in case both the parties are not able to write in the same language.
Email support. Email can be described as a primary means that can be used to offer a web-based service for the customers. This is useful when the customer does not require any immediate reply or assistance. It is also a low-cost channel and can be accessed anytime and anywhere.
Remote support. Remote support is a method in which the problems of a computer in a particular location are solved by a computer that is located in another place. The companies can benefit as they can be able to save a significant amount of time and money and there will not be any logistics involved.
On-site support. On-site support can easily be described as the opposite of a remote support. Here the service provider will take the product or the gadget to the warehouse for repair.
Social media. Customer support can also be rendered to the customers by way of the social media. Almost all the customers use the social networking websites, so there is no problem in searching for the customers on social media.
To get your business off the ground, as well as keeping it there, you need the cash to do so. Getting this cash can however often be a difficult process and will be made more difficult if you have other commitments already such as a mortgage, car and a family to support.
The traditional route of gaining business funding has always revolved around visiting your bank for a bank loan; however this route isn’t always the best to approach when you are looking for start-up business funding as banks are known to not like providing new, small businesses with money as your business will have no financial history and you will more than likely have no assets on offer to secure the loan.
When starting a new business venture, it is important that you get the start-up funding from somewhere that can provide you with what you need and that you will be able to have a good working relationship with.
One thing that you could do to get the start-up funding that you need is to look at your personal finances, your ‘inventory,’ to find out if you would be able to fund your business yourself. This concept is highly unlikely, but some people have managed it. You should look at the money being brought in by a part-time job, a life insurance policy and family and friends as well as any money that you have at your disposal from a credit card.
By using personal finances, you in effect become your own boss, which gives you control over your money. If like many you can’t afford to use personal finances you have the option of borrowing money or getting the help of an investor. You may want to borrow finance to cover aspects such as day-to-day expenses. The main way that this is done is through a loan; however, as previously mentioned, many banks are reluctant to give a loan to a new business venture.
The best way in recent times for a business to gain the finance that is needed is through the use of equity funding. Equity funding is share capital, which is invested in your business in return for you handing over a share of your business. Whatever business funding you decide on you need to ensure that within your business plan you have stated how much funding you are hoping to gain as well as what you want this funding for.
The outsourcing of BPO work to an offshore destination may look threatened at present, but it is still a very potent force in world business. Several call center experts, basically cynics, are warning the sector about a possible cut down in the volume of business that they are doing now. Their argument is that the withdrawal of taxes on companies who outsource their call center services to offshore call centers will affect business. However, there are ways in which the business firms can do a better job of the business that they outsource.
The ideal way to effective BPO outsourcing is to first find the right call center company. There is no dearth of choices for you. You can pick from numerous call centers across the world. The preferred destinations are India and the Philippines, though several Latin American and African countries are now being touted as business process outsourcing hotspots. The correct location is important because telemarketing projects are largely dependent on the infrastructure and the manpower that is working for you. If you choose the right company, you will have better BPO service agents working for you. Similarly, low-cost infrastructure will help the price of call center services to come down comparatively. There are companies who keep prices low to compete with the global telemarketing services market but must compromise on quality to recover the cost deficit. Steer clear of these traps.
After you have selected the right call center, it’s now time to develop strong and healthy business relationships with them. Your BPO partner would love to have your inputs on how you want things to proceed. Telemarketing campaigns involve a lot of money and there are also some targets that need to be achieved. You must speak your mind here. Let the call center services know what you are looking for and how much time you are willing to spend in the process. Making things clear at the onset removes chances of having to deal with miscommunications and other complications. Once you tell the BPO service unit what you are looking for, they can plan the telemarketing services accordingly.
It’s obvious that the offshore BPO unit will be thousands of miles away from your business firms in terms of geographical distance. But for a successful business partnership to build up, the distance must remain only in the geography. You must work closely with the call centers on the processes. You must monitor closely how the telemarketing agents are doing. Speak to the managers at the BPO service and clarify as to how you want to have your reports. Maintaining transparency in business relations always make way for mutual growth. It’s truer in the case of business process outsourcing.
You spent a lot of time creating wonderful contents for your sites, but they don’t get the traction that you expect them to have. What’s wrong? What’s lacking in your content development efforts?
There is nothing wrong with your content. The truth is, content is only part of the constant battle of attracting the attention of global readers. To gain their constant attention, you need strategies that will make your content viral.
What to Do?
Write for a specific audience
Who needs your valuable content? You need to find your niche and write for them. Know your audience and understand what they want. They represent your focal point. Make sure that when you make your content, you ease their pains or solve their problem.
Know the awareness level of your audience
Understand that you cannot fit your readers in one box. There are three levels of audience awareness:
Fast Lane – They are aware of the process but unsure if it is the right solution
Slow Lane – They are aware of their problem but unsure what kind of process will solve it.
Sidewalk – They are not aware that they have a problem or pain.
Content development varies according to their level. For fast lane readers, show the solution to fix their problem. For those in the slow lane, you should focus on the methodology or process that will help them fix their problem. For people on the sidewalk, highlights the pain using a micro-content strategy.
Write content that will evoke specific emotions
If you want to turn your audience as your site advocate, create content that stands out from your competitors. Publish content that will evoke emotions and resonate on the personal level, something that they can relate themselves.
Learn the relevant “story type” that will catch their attention
Stories that connect you with your audience are based on your personal, professional, or business life. When they read your journey, struggles, and success, they are hooked. Other story types are man against man, man against himself, man against society, man against man/woman, man against nature, a man caught in the middle, and man against God.
Use the best writing style to share the story
You can do it through the following:
Personal story – your own story
Personal philosophy – based on your personal experience
Lifestyle – invitation to enter your world
Invitation – ask them to learn more
Results- insights about the process
Question- ask them a question
By choosing to follow these methods, your content development will be more accurate and attract more readers and followers.