‘‘Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.’’
—Donald Porter
For the business growth, customers of all ages matter. However, organisations make products by keeping the millennial customers’ expectations in mind. This is so because ‘Generation Y’ spends serious money to buy products or services.
Well, coming up with the high-quality products is really a good tactic to draw the attention of millennial customers. But for the long-term relationship, it is paramount to make sure that customers don’t face any issue while using products. In any case, if they do then reliable resolutions should be delivered.
When the talk is focused on providing quality support service, it is very difficult to forget inbound call centres or business process outsourcing companies. This is so because BPO firms have been handling their clients’ customers for more than a decade.
Take a gander at the following pointers that will explain how outsourcing firms help business owners to win millennial customers’ trust:
1. By providing a self-service alternative
From Generation X to Y, every customer matters from the business’s point of view. To take care of customers’ needs, business owners approach reputed inbound call centres of UK.Apart from reliable resolutions and prompt responses, there is one other thing that customers, especially millennial ones expect from companies; ‘Self-service’ alternative.
This is so because customers don’t want to wait in a queue so as to get connected with agents for the resolution of general queries. With the help of the self-service option, customers can easily deal with the issues on their own, and this indirectly helps the business as the average number of support requests gets reduced.
The significance of the self-service facility cannot be taken for granted because industry reports have also said that it is the demand of 69% of millennial customers. BPO companies help their clients to win millennial customers’ trust by providing an error-free self-service alternative.
2. By rendering personalized support service
To keep customers satisfied, it is advised to provide quality support service. But to win the loyalty of patrons, you have to render solutions with a touch of personification.
In addition, customers also want companies to save data like name, previous interaction history, etc. so that the former don’t have to repeat any information while availing the desired support service. Here, the prominence of BPO firms gets amplified because they have the ability to provide personalized customer service in a jiffy, which consequently, builds the business’s brand image.
If you are thinking that you can meet the customers’ expectations by running an in-house call centre, we apologise to say that you cannot because it is very difficult to get resources that BPO firms have at their disposal. The two major resources are:
- A team of deft agents.
- An avant-garde technology.
3. By constantly weeding out the glitches
The factor that will surprise you is most of the customers stay connected with the business even after getting an average support service because they believe that the company will do better next time. Therefore, it is paramount for the business owners to never break customers’ trust.
In order to live up to customer’s expectations, companies mainly take the help of BPO firms of UK, Australia, etc. BPO organisations also try hard to make their client’s customer base stronger. To constantly weed out the glitches of support service, BPO firms solicit feedback from customers after every interaction.
Owing to the willpower to keep improving the support services, BPO firms often get success in strengthening the business’ brand image.
4. By offering solutions 24/7
To win the trust of millennial customers, it is significant for the business owners to stay top of the game. This is so because millennial customers, unlike Generation X, don’t waste much time in switching to another company.
The most cited difficult task that comes in front of the business owners is providing reliable customer service 24/7. The primary reason behind that is if organisations handle support service requests round-the-clock, they are more likely to be distracted from the core competencies. This isn’t good for the business’s overall health.
To skip all the hassle, inbound call centres get approached because they know how to provide quality customer service 24/7. For ensuring high consistency, these measures are generally used:
- Meetings with support agents get arranged in order to discuss how to lift the CX levels.
- The WFM (workforce management) software gets implemented to identify whether the available agents are enough to provide around-the-clock support service or not.
The CRM (customer relationship management) system gets connected with all the support channels so that the quality of solutions doesn’t fluctuate.
