Giva Blog Categories : Outsourced Customer Service

A customer walks into a business or starts using an online service. At this point, customer service may not even be necessary. However, there are specific points in the customer journey when customer experience knowledge is required versus customer service skills versus customer support expertise.

A customer journey is the sequence of customer events that take place throughout the customer-business relationship, which typically include customer acquisition, purchasing, usage, and renewal. But what are the support stages of the customer journey? When do I need customer support instead of customer service? When should customer service take over from customer support? These are important questions for you to consider before you invest in any of the services.

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Conversational AI definition

We can define Conversational AI as a program built by using artificial intelligence to replace a human-like conversation with a machine so that the program can help a human end-user in resolving queries and perform various functions. Customer service AI has proved convenient, consistent, and available to assist a human in all walks of life.

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Imagine owning a physical store without a salesperson to answer questions or recommend products that are trending or are best for your customers. Your customers are all alone trying to figure out what to buy from a range of products, which all appear good. Confused and frustrated, they end up buying outdated products or leave the store purchasing nothing.

The same is the case with most e-commerce stores today. The store appears "lifeless", with no representative to interact with, no agent to suggest trending products or resolve queries. The customer might open a support ticket but finds out that the wait time is very long. They are bombarded with lists of "product suggestions" or "similar products", which are not relevant to their interest. Not able to find what they were looking for, your potential customer leaves your online store, possibly never to return. This obviously can have a negative impact on business.

To resolve this problem, companies are adopting a new form of online commerce that provides a personalized experience to potential customers, by interacting with them along the various stages of the sales funnel. This concept is called Conversational Commerce.

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To help simplify the interactions between a customer and a company, a helpful tool has increasingly grown in use in the market. It aids in answering repeated queries of customers among other functions, and is called a "support chatbot", or "automated chatbot" or "customer service bot".

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What is BPO: Business Process Outsourcing?

BPO stands for Business Process Outsourcing and is the contracting of services to third-party companies that can provide them more inexpensively or better than your company. Businesses outsource their work for many reasons but are most commonly looking to decrease costs, expand capabilities or lessen risks. Some common outsourcing services include Customer Service/Call Center/Helpdesk, Client Management, Human Resources, and even Accounting. Third-party providers offer these solutions using cost-efficient approaches. This article will focus on Call Center providers, although many of the points can apply to other types of outsourced services as well.

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In the AI-driven era, customer service has evolved to be more efficient and self-learning. AI systems help companies in a variety of ways including improving customer satisfaction ratings, reducing operational costs, and increasing revenue. AI has many other advantages for customer service that human agents cannot compete with — it is always available, 24/7 and never gets tired or distracted. One of the leading AI systems in this area is CBR Systems' machine learning help desk system.

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Running a hospital presents a variety of unique challenges. It is like many other businesses as it requires effective leadership and communication to run smoothly, but the extra factor is the importance of timeliness. All businesses require quick employee response, but this could not be truer for a healthcare facility. Patients and their health can be unpredictable. There should be a method of reaching healthcare professionals promptly while still protecting the sensitive information being transmitted.

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COVID-19 abruptly changed the way many of us live our day to day lives. With a "new normal" now becoming apparent, businesses have had to change the way they operate. Long line-ups outdoors, capacity limits indoors, and keeping distance from other patrons has changed the way customers are used to shopping at brick and mortar locations.

Perhaps the greatest change is seen in the employee-customer communications. Are there ways your business can still answer questions and resolve issues while customers remain in the comfort of their own homes? The answer is yes, and we have some recommendations to make the transition smoother for businesses.

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From the right tools to adequate staffing, customer service can turn out to be an expensive venture for businesses of all shapes and sizes. Most of the expenses incurred come from in-house teams, usually those working in a call-center. If customers get off of the phone with your in-house team and still don't have a resolution to their issue, that can also be seen as both time and money wasted. This is especially true if the customer decides to forego your business thanks to that particular experience.

According to Hannah Steiman of Peak Support, there are a few ways in which in-house customer service can become costly:

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