It’s a pity that a lot of business owners do not yet realize that top-quality help desk is a great marketing strategy. Well, kudos to those who are aware of this truth and as a result outsource help desk for the best possible outcome. The job of the customer service agents in a company is to connect and interact with customers in a manner that will leave them better than the way they came.
No doubts, good marketing is powerful and can help define identity, shape expectations, drive desire and bring in customer. But, ultimately, what will help you retain those customers is quality customer service, not good marketing.
Customers Still Prefer to Speak with Real Persons
Customers still greatly value the good “old fashioned” type of customer-relationships, and that is the one found between them and a customer service representative – a real person.
In essence, the real human interactions are what customers are craving for. This has become even more necessary in this self-service and online shopping age, when most brands seem to be paying lip service to customer service.
Your Employees are too Busy for the Customers
As mentioned earlier, many brands are busy chasing strategies and techniques on how to increase customer base, but paying less attention to the key strategy that helps retain these customers, which is customer service. Even the ‘not-standard’ help desk department has joined in this chase for customer acquisition, which is why existing customers are kept on hold, or met with ‘line busy’ most of the times.
The consequences? Obviously, no customer in this age would want to put up with such neglect and wasting of time when the brand’s next door neighbor is offering top-notch customer service. Of course, they will walk away and walk into your competitor’s office (whether online or offline).
Outsource Help Desk – It’s a Smart Decision
The best part is that you don’t even need to bore hole on your pocket just to set up a help desk that meets the 21st century customers’ need. Besides, your help desk reps are likely to give divided attention to customers since they may be needed for other tasks as well.
The smartest move is to outsource help desk and enjoy the tons of benefits that come with outsourcing;
- Cost saving – spend only a fraction of what it would have cost to set up an innovative help desk section in-house
- Access to the latest customer service tools – in addition to cost saving, your customers will enjoy quality customer service since the outsourcing company has all the latest tools that promote top-notch customer service.
In fact, the days of putting customer on hold and attending to them only during business hours is over. That’s what you get when you outsource help desk.
Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! Inspires entrepreneurs build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.