Customer Support: Supporting Customers Via Multiple Routes


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Customer support is no longer restricted to a particular channel

In today’s world, the reputation of a company is decided by the manner in which its customer support channels become a part of the customer experience. With the emergence of new technologies, the development of new channels seems to be like a never-ending event. Not only are the customers having a tough time selecting their service providers, but they also need to decide which service channel they are going to use. When an enterprise opts for call center services, it capitalizes on its capabilities, knowledge and expertise to develop a service solution that meets the requirements of its customers in a multi-channel customer support environment.

As a matter of fact, it is not possible to provide quality interactions and enhance customer satisfaction without utilizing multichannel support. All this becomes even more difficult when the desired results have to be achieved at a lower cost. In such a situation, the effort made by an enterprise on the whole calls for a proactive approach that is ideally a combination of outsourced technologies, a far-sighted team of talented personnel and deployment of advanced technology for the delivery of services.

Any enterprise that intends to provide support to its customers in an environment that supports multiple channels of communication should first analyze its infrastructure and value chain. In addition, such enterprises also need to look for prospective affiliates that possess the capability of delivering the desired results. At present, customer care implies much more than a regular contact center unit. Businesses utilize customer support for an array of services that includes everything from technical aid and product support to transportation and online purchase. The services are made available to an end-user through email, live chat and voice support as well as social media avenues like Twitter and Facebook.

Who is the right fit to be an outsourcing partner?

The depth of the outsourcing industry is much more than what appears on the surface. Not only does a contact center assists its customers through phone services, but also extends online support to them through email support and live chat support. Although a multitude of call centers offers similar solutions, a number of services largely remain the same with little difference. This is the reason contracting out customer support function to an external agency is definitely a matter of risk despite a plethora of companies eagerly waiting to extend a helping hand.

When a particular enterprise hands over its customer management function to a third-party, it not only allows the company to interact with its customers and fulfil their requirements, but also gives the authority to represent it in the market. Any enterprise that is looking to a contact center organization for support needs to understand the utility of services offered by it. In addition, every such enterprise must also analyze its requirements to obtain the best fit. Apart from all this, a business owner should observe the methodology utilized for the delivery of services.

As a service provider, you realize that a major percentage of your target audience is the tech savvy generation. Moreover, competition and innovation have become the source of living for companies seeking success in today’s age. However, success will elude you till the time you assess the requirements of customers and bundle together the services that fulfil them. In addition, you should work according to a pre-planned strategy to avoid any kind of mistake.

Your contact center is complete with….

• Human resources – The people who interact with your customers day-in and day-out completely take over the territory of customers. It is needless to say that the skill and knowledge of a front line worker or an agent counts a lot despite the use of advanced technology and presence of state-of-the-art infrastructure. Similarly, the workforce engaged in peripheral or support activities including the technical team and trainers also put in a lot of effort to make your customer service function a success.

• Service delivery – No process can become a success unless the services it offers are made available to the customers in an appropriate manner. In all likelihood, the approach that is adopted for delivering a service indicates its quality. Your outsourcing affiliate must possess the professional expertise and ability to sync in your functions with their processes and deliver sizable in terms of performance.

• Technology – Technology is the only function without which any other call center function would cease to exist. No doubt, the right blend of technology is inevitable for providing services in a form that appeases the customers. In addition, the other aspects of technical function such as dependence and flexibility also count a lot.

In a world where almost every business offers exemplary services, customer support is the only arena which allows you to establish yourself in a league different from the others. Obviously, you do not have a choice when it comes to extending unconditional support to the customers!

Alicia Gray
Alicia Gray is an BPO and outsourcing industry analyst, and writes about technology. Currently working with one of the business process outsourcing (BPO) services provider. My role has been instrumental in assisting businesses to choose the right BPO Services.


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