Inbound Customer Service Witnesses Integration

The growing trend in the field of inbound customer service is experiencing the varied nature of consumer demands

. The agencies employed to outsource technical support are on a constant hunt to provide a more robust customer services through a comprehensive package of channels in call centers.

The manufacturers are fast becoming conscious of the negative impact an unsatisfied customer can create. Since post-sale communication with the customer may be restricted to technical support, it necessitates the delivery of consistently high-quality customer care services. This is because customers experience while interacting for technical support has been able to better influence loyalty than the satisfaction with the product or device. The importance of customer retention for brand-building and expansion has entailed a greater focus on inbound customer service in the field of business process outsourcing.

A deciding factor in generating positive customer response from inbound customer service in BPO is to give the power in their hands. The customer should have the liberty to choose the kind of call center service they will receive and also how will they do so. The right channel for customer care in a call center is a key element. The customer should be able to communicate with the contact center through any means they choose, like, email, chat, telephony or in person. This results in an enormous impact on loyalty and retention. The growing need for immediate support available 24*7 needs an extensive web-based network. The perfect blend of technology and inbound customer service betters customer satisfaction while keeping the expenses in check. Even as customer are slowly diverting towards online support, the availability of telephonic support should be ensured. Provision of a helpline number is necessary, such that the customers can decide which medium to use. Recent trends have shown that more customers are opting for email support and chat support for their technical support needs, but this not necessarily precipitate into the extinction of the telephone system.

Consumers are on an ever-demanding drive, asking for a more interactive avenue for technical support for all the products. The companys commitment towards ensuring multi-nodal channels for inbound customer service can make or break its degree of customer care satisfaction. Right tools focused on the delivery of knowledge and user-friendly customer services are bound to achieve success.

It is the duty of both the manufacturer and the agency it has employed to outsource technical support to attain the perfect balance between cost and the quality. Email support and chat support will gain widespread popularity but the more traditional method of a helpline telephones will never cease to exist in call centers.

One of the challenging tasks for the agency used to outsource technical support is to offer integrated customer services to the consumers. This means a mix of both chat support or email support and voice channel solutions in a BPO. Customers expect a personalized service from the inbound call center. A customer may want to call the contact centre if the issue becomes too complicated to be solved through chat support or if the response from email support is slow. So it becomes necessary for the contact center to have every provision ready for inbound customer service. This poses a grave problem for some contact centre agencies as they have not been able to completely integrate their customer services.

The current trend and varied consumer demand will see the migration of customer services from a uni-dimensional aspect to a more integrated customer services in the years to come.

by: Ivana Lewis

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