13 TH JAN 2019
About 70% of buying experiences depends on how customers feel they are being treated. Based on that statistic, customer service is a crucial element for success in your business.
Customers develop brand loyalty when they feel that it focuses on their needs and provides value beyond the initial sale. Make your brand more customer focused. Let your clients have open communication channels with your brand.
Engage customers via phone, email, or other channels with an offer that they’ll value. Thus, inbound and outbound customer support improves the quality of a customer’s experience and is pivotal to a brand’s success.
Read on to learn which service best suits your business.
Inbound and Outbound Customer Service Comparison
Below is a detailed comparison of the two main customer service methods.
Outbound customer service involves your staff reaching out to customers or potential customers. This is an important part of service and account management.
Calling your customer to verify their account details or making routine follow-up calls after a sale will make them feel appreciated. It’s also a way of updating customers on account terms or product recalls.
It is very important for a company to invest in ensuring customer satisfaction. Outbound calls are a great way to conduct surveys and research on customer satisfaction.
Inbound customer service entails receiving calls placed by customers to the company.
These calls are often made once a buying decision has been made or for an inquiry about a product or service. Calls come from people who want to know more about your products or services.
They may be inquiring about their accounts, billing concerns or have a product issue.
Using a management software system, the inbound service representatives navigate through the client accounts and answer their questions.
Customer Care Standards
In business, having a set of regulations that your staff can always refer to is important.
Develop a consistent standard of service that will guide your staff on how to deal with either inbound or outbound calls. This is especially useful when they encounter impolite and uncooperative clients.
Managers should ensure that there is enough staff who will be able to receive the calls. This will reduce the waiting call queue.
The Self-Service Customer
Many companies have adopted technological innovations. This helps reduce call volumes, slow staff service, and increase customer interaction and feedback.
Customers can access secure online services to order products, make payments, and check account details.
Self-service enables your staff to focus more on technical issues or complaints and solve them timely.
Serve Your Customers Well
Customer retention should be a priority when handling inbound and outbound calls. Staff handling these calls should be friendly and professional. They should have exceptional listening and problem-solving skills.
Though different, inbound and outbound customer care staff represent your company to customers. Before placing or receiving a call, they should know your products and services well. This action will help them know how to answer questions customers may have or solve any issues raised.