Email Support

What is a Customer Service?

Customer service is a process of delivering a product or service to a customer in an efficient, accessible, cost-effective, and satisfying manner. It is creating a relationship that involves trust and builds loyalty, even after the delivery is made. Customer service is knowing how to deal with customers and understanding their needs and wants. It is finding what customers want during the entire process of delivering the product or service.

Excellent customer service is knowing when to ask the right questions to get the correct answers. It is listening wholeheartedly to your customers as if you’ve known them for a very long time. Excellent customer service is learning to adapt and provide solution to each individual client. It is discovering the right level of judgment then and there. Most importantly, in-depth knowledge of the products or services you offer is the ultimate foundation of a great customer service experience. Communication skills, creating the right environment, and being friendly aren’t enough if you don’t have in-depth knowledge of the product or service that your company offers.

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What is Live Chat Support?

Live Chat Support, also called live help or live chat, refers to a web service for industries that allows communication, wherein visitors send a real-time chat to the business's website. A chat happens between the customer and an operator, whom both will input texts into the live chat box to start a conversation. It promotes efficiency by having real-time agents simultaneously handle multiple chats. Live chat support applications allow the administrators to respond to text chats from several customers who visit the website.

Live chat support allows multiple options for distribution and utilization with instant messages. Typically, chat applications open a window then connects the user to an administrator. Some applications put an order by enabling users to be in a queue. This makes sure that the admin deals with one user at a given time. Afterward, it may proceed to the next user when the present chat has ended. Users can have the chance to view their status in the queue. Live chat support allows companies to provide direct website visitor engagement in a manner that promotes increased interactivity and trust with website visitors, increasing customer satisfaction.

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What is a Net Promoter Score (NPS)?

The Net Promoter Score (NPS) measures customers in terms of their willingness to help promote or recommend a particular product, which may include other services as well. This gauges customer satisfaction as well as loyalty about a company's product. The customers are given surveys that ask how they would rate a particular product or service to their friends or colleagues. They may choose between a scale of zero to ten. According to the ratings given by the respondents, they will be classified into three categories. These are the promoters, passives, and detractors.

The NPS is calculated by deducting the detractors' percentage from the promoters percentage, which is the generated result or score in between negative one hundred and one hundred. The detractors are those whose scores are six and below. They may not find the products and services to be useful may not buy from the brand again.

Passives are those customers who gave a seven or an eight, and maybe quite happy about the product, but they do not find it to be excellent. These are the people who may have the possibility of switching to another company or brand if the other company may produce something better. Finally, the promoters are those customers who have either a nine or a ten about the product or services offered. These people are fans and could be purchasing from the same company repeatedly.

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What is Business Process Outsourcing (BPO)?

Business Process Outsourcing (BPO) is the engagement of services from a third-party provider. BPO uses various technology-enabled services to hasten the delivery of services. The business activities could be back-office such as, but not limited to, payroll, accounting, human resources, or front office jobs like customer service, sales, and marketing, etc.. In the case of content providers, these business activities could mean hiring writers, remote editors, or virtual assistants.

BPO speeds up processes and enhances efficiency. Companies that outsource some of their business activities use their time on core services and competencies. With this shift on focus, companies improve their current processes that may result in improved customer satisfaction. BPO helps companies divert their resources to more critical business strategies. Often, companies find it impractical to hire a full-time position inhouse because of the cost associated with doing so.

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