FrontLogix | Beyond Customer Care

How can we help?

You can also browse the topics below, to find what you're looking for

Frequently asked questions

Business process outsourcing

BPO is a short-term for Business Process Outsourcing – and it stands for a company hiring another company to outsource some business operations. Read more here about BPO

Outsourcing some operations is important because of cost-efficiency, so the company and its employees can focus on their core business and achieve their primary goals. Read more here.

The most commonly outsourced services are Contact Center, Accounting, Software development, etc. For example, companies like Apple outsource their customer support services to countries with cheaper labor costs. Find more examples and best practices here.

There are many steps to be covered while choosing what services need to be outsourced. Read more here. Another important step is choosing the right BPO partner.

Call center

Call center outsourcing is the practice of forwarding your customer care and support to a third party (an external vendor) – to handle all customer interactions on your behalf.

Call and contact centers provide customer service and inbound and outbound outreach, but the main difference is their communication channels. You can learn more about the difference here.

A call center is not the same thing as BPO. And the difference is quite significant. A call center is a subset of a BPO that focuses on handling customer-related items. Read more details here.

When choosing a BPO provider, there is a lot to know and be aware of, just like when selecting any other business partner, but most importantly, you have to know how big your outsourcing needs are. Here you can find out more about choosing a bigger or smaller BPO.

Outsourcing

To know which services you need outsourced, you need to outsourcing strategy and define which of the services are the easiest to be handed over to an outsourcing partner. You can read more here.

BPO companies can be structured differently; one possible differentiation depends on the BPO’s operating location. There are three most common practices: Onshore outsourcing, Nearshore outsourcing, and Offshore outsourcing. Here you can learn more about these types of BPOs and Offshore outsourcing advantages and benefits.

Engagement capacity gap

The customer engagement capacity gap is the difference between your available resources to meet the customer demand and the rapidly growing volume of customer interactions and communication channels. We have more about the customer engagement capacity gap here.

Closing the customer engagement capacity gap is complex and requires much work and resources. The most important thing you need to do is to create new, better, and faster ways to connect with your consumers and provide exceptional customer success and customer experience. Here you can find more details about closing the customer engagement capacity gap.

Customer experience

Customer experience is important for many aspects of the business. It improves the Customer Lifetime Value (CLV), improves Customer Retention and CSAT score, and increases loyalty and brand advocacy. Here you can read more about the importance of a good customer experience.

There are a few ways you can improve your customer experience. The most important one is to have an excellent dedicated team of Customer Experience Representatives (CXRs) who will always take proper care of your customers. Also, you need to provide fast and efficient help for your customers and, most importantly, offer an omnichannel experience. Here you can find out how you can improve your customer experience.

Customer experience aims to have happy, satisfied, and returning customers. Those who share your brand with others will become your loyal buyers and brand advocates. You can learn more here.

Absolutely Yes! Having happy customers means having returning customers, which means more sales and business growth. Read more here.

It absolutely is. And you must measure it. That way, you’ll always know your performance and areas you’ll need improvement in. Here you can read more about measuring customer experience.

Customer Success Management

Customer success management is client relationship management and a business strategy that uses your product or service to help customers achieve their goals. You can read more about Customer Success management here.

Customer success manager (CSM) helps and manages your customers throughout their customer journey with your brand. CSMs A provide help and assistance from sales prospects to active users of your products. Most importantly, they are committed to developing long-term client relationships. Find out more about CSM and its role in a business here.

Customer success management increases your company’s chances of retaining customers by proactively addressing potential issues and recognizing customer needs. If done efficiently, customer success management can reduce churn, increase retention and renewals, and drive revenue.  

Lead Generation

Marketing, in theory, prepares leads for sales. Sales and marketing should collaborate closely to create a strategy that seamlessly transports the customer through the entire journey and purchase cycle – from awareness to closing the deal.

It is difficult to maximize growth and revenue without leads. Lead generation increases a company’s visibility, credibility, trust, and interest among a specific group of people (known as potential leads).

Lead generation is the marketing process of capturing and stimulating interest in a brand’s product or service to develop a sales pipeline. Lead generation enables businesses to nurture prospects until they are ready to buy.

Every business should set up a specific lead generation strategy to generate good leads. This is not one-size-fits-all. There are some generic strategies, but an individual approach is a must. One of the most important things to consider is a good customer relationship and care and providing regular customer care calls.

Software technical support

Software Support provides assistance, advice, and solutions for computer software problems (e.g., operating systems, application malfunctions), investigating issues, determining root causes, and recommending solutions and/or paths

Technical support includes the maintenance, management, and repair of IT systems. Also, tech support includes diagnosing software or hardware problems and resolving them over the phone or in person. Some of the typical technical support responsibilities include:

Installation and configuration of computer hardware, operating systems, and applications for a business;

Maintenance of computer networks and systems;

Identifying and resolving hardware or software issues;

Quality Assurance and Testing of new technologies;

Keeping track of all customer tech inquiries;

Call log analysis to identify any underlying issues or trends;

Responding to call-outs as soon as possible;

Writing technical documentation and more.

Customer Acquisition

The process of identifying and targeting prospective buyers, nurturing them through the sales funnel, and converting them into paying customers is known as customer acquisition.

Customer Acquisition Strategy refers to the approach and measures taken by a company to reach out to new customers and persuade them to buy their product or service. Reaching out to new customers is known as acquisition, and convincing them to buy is known as conversion (customer conversion). 

Customer acquisition is inextricably connected to business expansion. Indeed, it is critical for company development in the market, from attracting new clients to increase revenue. Customer acquisition, in essence, means bringing in new clients for the company. And, of course, more clients equals more income, which equals more profit for the company. 

You can calculate customer acquisition costs by using the CAC Formula. Customer Acquisition Cost = Sales and Marketing Cost / Number of New Customers Acquired.  read more about calculating the important KPIs.

Back Office Support

The back office consists of administration and support personnel who do not interact with customers (are not directly client-facing) but perform critical functions for the company. Even though back-office roles are not directly related to customer support, they are closely related and responsible for improving and enhancing the customer experience.

In essence, the back office is a part of the BPO, much like the front office. A company can decide to either outsource the front or back-office operations. 

Front office operations are frequently customer-facing and involve direct contact with customers or clients. Back-office procedures are more administrative or support-oriented and take place behind the scenes. The call center is the most common front-office example, while accounting or human resources are the most common back-office examples.

Front office employees are the ones who are seen or heard by customers first. The most common example is the call center. In addition, to call center agents, front office operations include in-store or branch sales and service representatives. 

Besides the client-facing relationships vs. the behind-the-scenes operations, the most significant difference between the front and back-office operations is that the front-office teams seek new business opportunities. In contrast, the back-office teams focus on product or service development and other administrative operations.

Billing Support

In general, the billing support assists with creating invoices for products and/or services. Billing support also helps in creating credit and debit memos. It also allows for the cancellation of previously posted billing documents. In addition, it aids in the transfer of billing document data to the accounting teams, among other things. 

Digital support

Customer service delivered via digital channels such as email, chat, mobile apps, social media, and others is known as digital support. Digital support enables customers to interact with businesses via smartphones, tablets, and computers.