Why You Should Consider Outsourcing Your Customer Service

Many organizations do not have the know-how or the resources to keep up with today's customer interactions. Because of this we see many companies telling their customers how they should interact instead of listening to the customer tell the company how they WANT to interact. Companies are also nervous in putting their customers in the hands of outsourcers. I am here to show you how a top flight US based Interaction Center can be the answer to many of these issues.

So many companies see their customer service department as a cost center for their marketing departments. They see the cost "benefit" of not putting a 1800 number on their website or burying it so deep that customer are forced to try the self-service route.
In the age of social media I can tell you that these decisions will turn out to be nothing but harmful to their operation.
Lets allow the customer to interact with us ant way they want to. Lets embrace this! Now is the time of the Interaction Center.

This is a way to allow your contact center to now take multiple channels of customer interactions. The contact center of the past would allow inbound, outbound, chat, and email interactions very easily. The Interaction Center of today takes the ways of the contact center and adds in WebRTC, Social CRM along with a fully integrated self-service IVR and APP Development.

WebRTC is a way that customers can connect to your center directly through their browser with no downloads needed. Google is behind WebRTC and WebRTC looks like it will be the biggest thing to hit customer service since the advent of the smartphone. It is the molding of the web browser to big data to your contact center without any download needed. Amazing stuff. All available in the outsourced Interaction Center of today!

Social CRM is also a newer technology that needs to be embraced. Imagine scanning tens of thousands of web searches, forums, twitter and Facebook sites all at once looking for keywords that would ignite a sales opportunity or a customer service opportunity and being able to instantly interact on that site to the customer or would be customer. POWERFUL!
That technology is available now and if your company is not utilizing this then it is missing out on many opportunities for sales and for customer interactions.

Many organizations think that Social CRM is just having a Facebook or Twitter account where they SHOUT new happening, discounts or specials at their customers. That is just one small piece of the social CRM pie and it is getting less and less daily.

Another Social CRM technique that can be very beneficial to companies is article and blog writing. Blog and article writing is another great way to get information out in a "white paper" style. It affords more detail than just having some quick information on your web site.

The last piece of the Interaction Center of today is to have a fully integrated self-service platform. As I spoke about earlier too many companies think of this as the first step when actually is should be a great add-on to the end of your interaction cycle. Many customers love the freedom to pay a bill, get account information, or make a purchase without talking to deal with an associate. When done correctly having a full-scale IVR and/or a smartphone or table APP is a huge must have.
If any of this new technology scares you fear not. Many outsourcers are out there doing this right now. Now is the time to show your customers how much they mean to you. The contact center is going away in its current form. The Interaction Center will now be the new standard for world class customer support.

If you would like more information on our Interaction Center at Expivia take a look at our quick Youtube video http://www.youtube.com/watch?v=c443sR_Z3os
Visit our website at http://www.expivia.net or contact me at tlaird@expivia.net
We are the future of customer interactions.
This is Expivia