The answer is finally quite simple and has five main points:
It seems that to outsource technical support is an appropriate approach if it is previously treated by gaining height and setting up an appropriate organization.
The computer tool is a major issue within a company. Indeed, IT support is likely to affect the productivity and results of a company. Outsourcing ...
Customer knowledge consists on collecting data to better understand them, better identify them, but also better serve them and anticipate their expectations. Consumers are more and more demanding, critical and no longer waiting for us to communicate with them but instead wish to be heard.
Interests of customer analysis are multiple. By getting to know customers you can satisfy and retain them especially those who bring more value to your business. This would help to correlate the objectives of your company with the information held on your customers, drive your marketing and commercial actions according to a precise and reliable economic logic, and finally save more time.
A successful sales agent on the phone is a true master in building relationships. Your interlocutor only knows your voice. The level of relationship always determines the factual level - emotion drives information. Therefore, it is necessary to establish a level of positive relationship with the customer.
The customer can not touch your products over the phone and cannot see the presentation of your service. An idea, is all the more important that he can have. Even on the phone, a good sales agent has to create images in the mind of his interlocutor by playing on his emotions.
How to exploit 100 % of the customer feedback?
The preliminary question that should be asked at the beginning is the following : Should we collect 100 % of Feedback? In fact, interviewing a customer sample allows us to know customer perception in general after extrapolating the results. However, this obviously does not understand each of your customers and act accordingly.
When you want to orient the company towards centricity, you have to capture the perception of 100% of your customers in a multichannel and multimedia way. Therefore, as you will be faced with a large number of customers, the most necessary is to industrialize the entire process throughout the chain (which ranges from capture to exploitation of feedback) through analysis and i ...
Do not lose calls anymore; entrust your telephone reception to professionals!
Business & Services Solutions offers a wide range of services from the simplest to the most elaborate.
Bs-solution enhances the quality of your image with a very high quality of service. 99% of the calls we receive are received in less than 3 seconds without pre-stall. Our welcome is not only personalized but also multilingual. All of this is in a unique work environment conducive to ...
In order to sell, it is not enough to ask questions, you have to adapt a stage of the sales process that is very fundamental. 80% of success is in the intelligence and relevance of the questions you ask your customers; not, as we often think, in the quality of your argument.
The first step in the questions we ask is what we call discovery questions. These are not open questions or closed ones. It is necessary to have extremely wide angle questions to understand the issues of the interlocutor or the company in a case of B to B. It is important not to mix issues, objectives and means.
There are three typologies of big questions:
A difficult customer is often a customer who does not correspond to us, who does not have the same type of behavior as ourselves. There are more specific types than others. There is the one who takes you a lot of time, the one who always complicates things, the one who calls himself an expert so he thinks to know much more than you ... There are plenty typologies of customers who are a little complicated. There is what we call a profile at the scope that allows determining the profile of the person comparing to yours. We generally face four typologies:
For a very long time the brands have said and declared that the customer is considered as a king. Today with multichannel services we are going much further, according to some experts, the client is an omnipotent God. Obviously with a phone and with a computer the customer can interact with brands and companies.
What is a successful customer experience?
A successful experience depends a lot on the positioning of the brand. Obviously when we take an omnichannel service and another single channel one, we will have differences.
Good questions to ask to work on the customer experience
Here we must return to the basics of marketing. One of ...
An outsourcing decision is the result of a combination of motivations that place the company in a new management situation. On the one hand, it faces risks of opportunism and a situation of dependence vis-à-vis external suppliers or service providers. On the other hand, learning opportunities may arise. In fact, we suggest that the problems that characterize many outsourcing operations often come from the mismatch between the motivations of the initial decision and the management modalities. Therefore, we propose to make the link between the different types of motivations and management methods.
Resources, skills and management methods
Outsourcing can be motivated by the existence of a differential of resources and skills between the out ...
The web is humanizing, the world exchanging information at a crazy speed, and the opportunities for developing its business on a large scale, especially since the arrival of social networks.
Also, with 2 billion active users worldwide and a turnover of more than $ 27 billion in 2017, Facebook has established itself as the most popular and used social system in the world. Today, it is also considered as a tool of choice for any professional who wants to develop his business on the web, increase its reputation and acquire new customers. However, many companies are struggling to find a place in this new ultra-connected world, often overwhelmed by this digital transformation that leaves no room for skepticism and lack of initiative.