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customer-experience

How to measure Customer Satisfaction and Customer Loyalty

This guide explains how to measure Customer Satisfaction and Customer Loyalty using KPIs such as NPS, CSAT, and CES.

Knowing how to measure customer satisfaction and loyalty metrics is the most critical factor in making your customers happy and keeping them coming back.

The good news is that measuring these is pretty straightforward. There are three key metrics you should know about: NPS, CSAT, and CES.

NPS tracks your customers’ loyalty over time. CSAT helps you understand how satisfied customers are after those special moments in their journey with you, and CES lets you know how easy it is for customers to get the answers they need.

With data gathered from all three metrics, you’ll have a complete picture of how you’re serving your customers ‒ and where there is room for improvement.

Jump to:
What is Net Promoter Score (NPS)
Why use NPS?
How to measure and calculate NPS
What is Customer Satisfaction Score (CSAT)
Why use CSAT?
How to measure and calculate CSAT?
What is Customer Effort Score (CES)?
Why use CES?
How to measure and calculate CES?
Key Takeaways

What is Net Promoter Score (NPS)

One way to measure customer satisfaction and loyalty is by calculating the Net Promoter Score. NPS measures the likelihood of your customers recommending your product or service to their friends. It is the most widely used CX metric, with nearly two-thirds of businesses using it. Why is it so popular?

NPS is a powerful metric for measuring customer loyalty with just two questions. It is short and simple for companies to implement and track and for customers to answer. The first question is some variation of: How likely are you to recommend [product or service] to others? And the second question is: What is the reason for the score?

Why use NPS?

  • It’s quick, simple, and easy for both companies and customers
  • It calculates how loyal your customers are likely to be
  • It shows the big picture
  • It’s an industry-standard metric: it is widely and well understood, and there are available benchmarks
  • An increase or decrease in NPS helps forecast future revenue gains or losses
  • It’s also used to evaluate word-of-mouth marketing campaigns

How to calculate NPS

How to measure and calculate Customer Satisfaction and Customer Loyalty: NPS survey

Calculating NPS is quite simple:

  • Send an email or a store survey with only two questions
  • Have a scale from 1 to 10 for the customers to rate
  • Sort the respondents into three groups: Detractors, Neutrals/Passives, and Promoters
  • Those who answered 1–6 are Detractors, 7–8 are Neutrals/Passives
  • Sort the respondents into three groups: Detractors, Neutrals/Passives, and those who answered 9-10 are Promoters.

Subtract the total number of detractors from the total number of promoters.
The formula is: NPS = % Promoters – % Detractors
If the results show that 70% of your customers are promoters and 10% are detractors, your NPS score will be 60%.

How to measure and calculate Customer Satisfaction and Customer Loyalty: NPS

What is Customer Satisfaction Score (CSAT)

CSAT, along with NPS, is one of the most commonly used CX metrics. It comes in various shapes and sizes, but the most common is using a 1 to 5 scale. An excellent example of CSAT is Google or Facebook ratings. CSAT is a perfect tool for determining whether a customer is satisfied with a one-time interaction. CSAT is also easily adaptable to any specific needs of an organization.

Why use CSAT?

  • CSAT is simple and efficient to implement
  • Customers’ responses are typically straightforward and quick
  • It’s targeted, and responses help determine which aspects of the product/service customers are most satisfied with or dissatisfied with
  • It can be tailored to any specific area or need
  • It is frequently requested of a customer following a transaction or support ticket to assess the efficiency of the customer service department
  • CSAT is an excellent way to learn what customers think of a brand at the moment

How to measure and calculate CSAT?

  • Send a short survey immediately after customers’ interaction with your brand or their interaction with a specific area of your service or product
  • Usually, the survey contains only one question: “How satisfied were you with your experience/our product/service today?”
  • Provide a scaling system (on a scale of 1-5 or 1-10) from very satisfied to very dissatisfied
How to measure and calculate Customer Satisfaction and Customer Loyalty: CSAT survey

Calculating the CSAT can be done differently, depending on what works best for the business.

  • Use Happy-Neutral-Unhappy Ratings
  • Use 5-star ratings
  • Use one of the Two different formulas:
How to measure and calculate Customer Satisfaction and Customer Loyalty: CSAT formula

With these formulas, you can:

  • Take an average of all the results. In this case, the CSAT formula is to add all scores and divide the total by the number of respondents. Then, multiply the result by 10 to get the CSAT score %.
  • To calculate an average customer satisfaction score, take the number of “Very Satisfied/Satisfied” responses, divide by the total number of respondents, and multiply by 100.

Here are examples for both:

  • Your CSAT survey had 20 respondents. If the total of their scores is 100, you have a 50% CSAT score.
  • If you had 20 respondents and ten said “Very Satisfied/Satisfied,” the CSAT score would be 50%. (0,5 times 100).

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Get Your Free Guide

What is Customer Effort Score (CES)

CES analyzes the amount of time and number of steps taken before the customer reaches an answer or solution. Lower effort means a higher level of client satisfaction with the service. It is the third most popular customer experience metric that involves the customer’s input.

The more accessible (and more effortless) you make the customer experience, the more likely your customers will buy from you again.

According to research, 94% of customers who had an easy experience are more likely to buy again. Also, 81% of the customers who felt like buying was too much effort are more likely to share their negative experiences, compared to 1% of those who had an easy time.

The CES is typically calculated by asking customers, “How easy was it to solve your problem today?” on a scale of 1 to 5 or 1 to 7.

How to measure and calculate Customer Satisfaction and Customer Loyalty: CES survey

Why use CES?

  • CES is simple and efficient to implement
  • It assists you in analyzing the product/service’s complexity
  • It evaluates the ability to improve usability. Furthermore, reducing effort may increase customer loyalty. As a result, CES may be the best metric for predicting loyalty

How to measure and calculate CES?

  • Send the survey immediately after the customer interaction. Ask your customers to rate the interaction from low to high in the survey. To calculate the score, see the average and distribution of scores.
  • The formula is: CES = Sum of all customer efforts score / Total number of responses.
How to measure and calculate Customer Satisfaction and Customer Loyalty: CES formula

Key Takeaways

We’ve covered the three most popular metrics on how to measure customer satisfaction and loyalty: Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). These metrics will provide you with important insights on how to enhance various elements of your business and will give you a sense of how easy your customers find it to use your product or service. This can result in satisfied consumers who stick around longer and spread positive word-of-mouth marketing. 

If you have difficulty identifying, tracking, and measuring Customer Experience metrics, you can always reach out to us. FrontLogix provides strategies for improving your overall customer experience and improving the NPS, CSAT, and CES scores.

Get a quote now.

Related: How to measure Customer Journey
Related: How to measure Customer Lifetime Value (CLV), Customer Retention Rate (CRR), & Customer Churn Rate (CCR)

measure customer experience

How to measure Customer Journey

This is a super-comprehensive guide on how to measure the Customer Journey as a whole, by phases, and by specific touchpoints.

By measuring the Customer Journey, you can get actionable insights into your customers’ motives, emotions, and behavior. This can reveal areas where customers may be dropping off or facing friction, allowing you to then use that knowledge and improve your Customer Experience.

The Customer Journey can be analyzed in a variety of ways, including measuring the entire journey as a whole or breaking it down into individual stages and touchpoints.

Jump to:
What is the difference between Customer Journey and Customer Experience?
Why measure Customer Journey?
What is a Customer Journey Map?
How to measure the Customer Journey as a whole
How to measure Customer Journey by phases
1st phase: Awareness or Evaluation
2nd phase: Consideration or Onboarding
3rd phase: Purchase or Adoption
4th phase: Retention or Renewal
5th phase: Loyalty or Advocacy
How to measure Customer Journey specific touchpoints
Drawing a conclusion

What is the difference between Customer Journey and Customer Experience?

The Customer Journey is the process a customer goes through when engaging with a brand to purchase its product or service. It covers the specific progression of the customer across every touchpoint, starting from when they first discover the brand (awareness stage), to the final purchase and turning into a brand advocate.

Consumer Experience, on the other hand, refers to a customer’s overall impression of a brand based on interactions throughout the customer journey, including aspects such as product quality, customer service, and any other factors that influence their opinion.

The Customer Journey plays a great part in the overall Customer Experience. CX is, however, more holistic and includes a wider range of factors than just the Customer Journey.

What gets measured, gets done.

Why measure Customer Journey?

Measuring the Customer Journey will help you understand how you are seen by your customers. Key Performance Indicators (KPIs) are a great way to track and measure CX, but understanding WHICH ones to measure, WHEN measurements should be taken, and HOW to interpret the results can be tricky.

To start measuring your Customer Journey, you need a plan. You could measure the journey as a whole, measure the stages of the journey, or measure individual touchpoints. 

But first, it would be helpful to have a Customer Journey map. This map will identify all the journey phases and touchpoints for a more straightforward measurement.

What is a Customer Journey Map?

A Customer Journey Map is a visual storyline of the Customer Journey. It depicts the individual touchpoints and steps a customer goes through while engaging with a brand ‒ from customers’ initial awareness of the product or service to post-purchase review. 

Its purpose is to help businesses better understand the customer experience, identify pain points and areas for improvement, and align business goals with customer requirements and expectations.

How to measure the Customer Journey as a whole

Measuring the customer journey means measuring customer success during all phases and via all journey touchpoints. The essential metrics for overall success are:

  • Net Promoter Score (NPS): Measures customer loyalty and advocacy, or how many of your customers are likely to recommend your products/services to a friend. This is usually done on a scale of 1 to 10. It can help you understand how the overall experience works in the journey, including customer sentiment towards products, pricing, onboarding, retail experience, marketing, touchpoints, brand, and customer service.
  • Customer Satisfaction (CSAT): Determines how satisfied your customers are with your products/services and the customer experience you provide. This measures how happy or unhappy they are with an overall product/service or specific features (for example, returning a product).
  • Customer Effort Score (CES): Measures the effort customers require to achieve what they want, including placing an order, getting a question answered, resolving an issue, or returning a product. Usually, the higher the customer effort, the lower the customer loyalty.
Happy customer, texting while in front of a laptop

How to measure Customer Journey by phases

Measuring customer journey phases means measuring each stage your customers will go into when becoming part of your journey.

There are 5 most common customer journey phases (for both SaaS and B2B).

1st phase: Awareness/Evaluation
2nd phase: Consideration/Onboarding
3rd phase: Purchase/Adoption
4th phase: Retention/Renewal
5th phase: Loyalty/Advocacy

Colleagues discussing Customer Experience metrics, pointing at a chart displayed on a laptop in front of them.

1st phase: Awareness or Evaluation

Are your customers aware of your brand, products/services, and features?

The essential metrics to measure in this phase are:

  • Share of Voice (SOV) in the market: Measures your brand’s market share compared to your competitors. SOV measures your brand’s visibility and how much you control the conversation within your industry.
  • Website visits/website users: Measures the number of visits or users created on your website over time.

2nd phase: Consideration or Onboarding

Are customers looking for your brand when they want to buy the type of product/service you offer?

The essential metrics to measure in this phase are:

  • Organic keyword traffic: Measures the volume of a keyword used in search engines to attract free website traffic over time.
  • Direct website traffic: Measures the volume of visitors that arrive at your website directly, without first clicking on a link on another website.
  • Monthly Active Users (MAU): Measures how many users actively engage with your product or service over a specific time. In this case, the number of active users in a month.
  • Store visits (if physical store available): Provides the number of people who have visited your physical store over time.

3rd phase: Purchase or Adoption

Are customers completing their purchases once they begin the purchasing process?

The essential metrics to measure in this phase are:

  • Abandoned cart rate: Determines the total number of completed purchases divided by the number of carts created.
  • Store visits vs. Purchases (if physical store available): Measures how many people have visited your store and purchased a product/service you are selling.

4th phase: Retention or Renewal

Do your customers return to your brand for a second purchase after the initial one?

The essential metrics to measure in this phase are:

  • Customer Lifetime Value (CLV): Determines ​​the total value of a customer to a company throughout their relationship.
  • Customer Retention Rate: ​​Measures the number of customers who return to your business or continue to pay for your product/services after a certain period.
  • Customer Churn Rate: Measures how many customers have left your company over time or are no longer paying for your product/services.
  • Customer service ticket volume: Measures the number of tickets customers submit over a period of time.
  • The number of return visitors: Measures the number of customers that return for a possible second or third purchase after their initial one or after they have visited your store within a determined time frame.

5th phase: Loyalty or Advocacy

How likely is it for your customers to recommend your brand after shopping with you?

The essential metrics to measure in this phase are:

  • Customer Referral Rate: Measures how many people refer and recommend your brand to their friends or colleagues. It is the ratio between referred purchases and total purchases.
  • Net Promoter Score (NPS): Measures the likelihood of your customers recommending your product/service to others.
  • Sentiment via social listening: Measures what is being said about your brand on social networks and if it is negative, positive, or neutral.
A paper with charts on measuring Customer Experience

How to measure Customer Journey specific touchpoints

Measuring specific Customer Journey touchpoints means defining all possible touchpoints (how customers act with your brand) and setting specific measures to see how each touchpoint performs.

Here are some examples:

Example #1: Digital touchpoint metrics (in case of an online store or web-based service placement):

  • Chat/call/ticket volume: Measures the number of chats, calls, or tickets received over a certain time period. This shows precisely how many of your customers need help.
  • First contact resolution: Measures how many of your customers resolved their problems in a single interaction.
  • Average resolution time: Measures how long it takes to resolve a customer’s problem, on average.
  • Average response time: Measures how long it takes for the customer experience rep (CXR) to respond to a customer query.
  • The number of tickets reopened: Measures the number of tickets reopened over a specific period because the customer was dissatisfied with the initial support and must return for the correct solution.
  • Average handle time (AHT): measures the total amount of time spent in conversation with each customer by each contact center agent – including hold time and time spent completing forms or other tasks as a result of the conversation – and the length of the conversation itself.
  • Customer satisfaction survey: Determines how satisfied your customers are with your customer support, services, or products.
  • Frequency of up-sells & cross-sells: The number and frequency of up-sells/cross-sells made.

Example #2: Physical touchpoint metrics (in the case of a retail store):

  • Store visits vs. number of purchases
  • Total order value/cart size
  • Overall sales in retail
  • The number of queries for the staff
  • Overall cross-sell & up-sell

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Get Your Free Guide

Drawing a conclusion

Measuring your customer experience is more than necessary. It’s crucial. There are so many factors to consider and so many metrics to follow. Those metrics will tell you different aspects of your customer’s journey with your brand.

If you have difficulty identifying, tracking, and measuring all those metrics, you can always reach out to us. FrontLogix provides strategies for improving your overall Customer Experience and KPIs.

Contact us today.

Related: How to measure Customer Satisfaction and Customer Loyalty

Related: How to measure Customer Lifetime Value (CLV), Customer Retention Rate (CRR), & Customer Churn Rate (CCR)

customer experience

Why is customer experience so important?

Everybody is talking about customer experience nowadays, but what is CX, and why is it so important?

The customer’s interactions with your company, brand, product, or service are known as the customer journey. How they feel about all those interactions is Customer Experience. As the customer moves from discovering the brand and receiving information about products or services, pricing models, and purchasing options to post-purchase handling, troubleshooting, and support, it shapes the Customer Experience. Whether their interactions are offline (in a physical store) or online (e-commerce or social media, email, etc.), doesn’t matter.

Customer Experience = Brand Experience.

Each brand is unique, as is every single one of its customers. Therefore, today it’s all about knowing your customers, asking them the right questions, listening to their responses, and acting on their feedback. All of this adds up to a fantastic Customer Experience. Making your customers feel heard is the key to success, as healthy customer relationships create stable and long-lasting businesses. Excellent customer experience improves Customer Lifetime Value (CLV), customer retention, and CSAT score, increasing loyalty and brand advocacy. And this is precisely why Customer Experience is so important.

Two managers discussing Customer Experience strategies in a professional setting, in front of a lap top

The power is in the customers, not in the brands.

If you and your company fail to meet a customer’s need – you’re doomed. They sit on the throne today. Customers have the power to shape how business is done like never before. Because at the end of the day, every business exists to serve its customers.

Customer Experience has become a top priority for almost every company today. If you want your brand to remain in good standing in the eyes of your customers, you ought to thoroughly evaluate CX. If your customers like your brand and the experience, they WILL tell people. They will share on social media, spread word of mouth, review, refer and bring new customers in. BUT they will do the same if they’re unsatisfied. Likely even louder and more aggressively. Few forces in nature equal an unsatisfied customer.

The shift from a profit-centric to a customer-centric business model

As Customer Experience has become a real game-changer, businesses have become obsessed with delivering mind-blowing customer experiences. The latest trends show a shift from a profit-centric to a customer-centric business model. However, building a customer-centric business and excellent Customer Experience requires company-wide commitment and trustworthy partners. Many times this is easier said than done. And as much as companies want to make this shift, many fail to deliver.
[Read more about] Customer Experience: What to do better

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Get Your Free Guide

Getting your business to the next level

Today, an average customer uses at least three devices for communication. In their ideal world, they want a seamless transition from tablet to smartphone to desktop to person. This should be the foundation for Next-Generation Customer Experience. But all of this is an exhausting and overwhelming process, and not all companies can do it well. Especially when “well” is not good enough anymore. CX needs to be amazing! That’s why many businesses decide to outsource Customer Experience to BPO providers and contact centers. By outsourcing CX, you ensure your customers are handled professionally and promptly. Create satisfied customers, keep them coming back, and elevate your brand to another level.

Frontlogix takes your success and customers seriously. We provide dedicated CX and many other outsourced business solutions. Contact us today.

[Тhe definitive guide to outsourcing services]

Technical Support Outsourcing Company - FrontLogix

What services to outsource to reach your Goals

Outsourcing is a business practice that involves subcontracting a third party to perform certain business activities on your behalf. Outsourcing non-essential business processes can help improve the bottom line by cutting business costs and improving productivity while freeing up time and resources to focus on your core competencies.

Outsourced services can include customer-related services such as customer experience and customer success management, back office services such as accounting and finance, billing support, research and development, IT and software tech help desk, as well as marketing, sales, HR services, and many more.

As different businesses have different goals, there is no one-size-fits-all approach to outsourcing. Choosing to outsource the right service must be aligned according to your specific business goals.
This blog post is an extensive guide on what to do and how to determine which services to outsource so you can focus on your primary business goals.

You want to start outsourcing some non-essential work, but you’re uncertain where to start

Different industries, different businesses, different goals, right?

Yes, BUT the one true goal of every business, no matter the industry, is revenue growth. Every business owner wants happy, returning customers, a return on investment, and an increasing market share. We can also add reducing employee turnover and increase satisfaction and productivity. Overall, improving company value, becoming a leader in the industry, and improving customer satisfaction. Quite a long list, right? And certainly not an easy one – especially if you’re just starting. Outsourcing some of your non-essential work will undoubtedly help you in the long run, no matter how big or small your goals are. This is an extensive guide on what to do and how to determine which services to outsource so you can focus on your primary business goals.

Woman discussing an outsource strategy plan, pointing on a whiteboard

Begin by developing an outsourcing strategy

Because outsourcing is a business investment, having a clear plan and implementing an outsourcing strategy is crucial. But what should an outsourcing strategy include?

  1. Outline the business goals. It is critical to clearly outline the business goals you intend to achieve through outsourcing for a project to succeed.
  2. Set a project structure. It will help you manage the project and ensure that the outsourcing team will meet the requirements.
  3. Be specific. Make a clear and extensive list of tasks you’d like to outsource and how and when you’d like them completed.
  4. Carefully plan the budget. This will affect the timeline, the number of hires, and the technologies and equipment you’ll be able to use.
  5. Determine your preferred outsourcing model. You can either go with a project-based or dedicated team model. In the first case, you’ll have the entire project handled by the BPO partner you choose. While in the second case, you can select a team from the BPO partner to work only for you and report directly to you.
  6. Carefully select your BPO partner. Examine portfolios, previous work, customer feedback, and referrals – carefully. Ascertain that they have the required knowledge, technology, and infrastructure (including, but not limited to both hardware and software).
  7. Define clear processes, roles, and responsibilities. This will help the project run smoothly.
  8. Have clear and frequent communication. Starting with a kick-off meeting, weekly follow-up meetings, and monthly report meetings. Make sure you determine the right channel and communication flow. All of this will keep you up to date with the project status and progress.
  9. Measure the productivity, progress, and results. This will allow you to see how the project is progressing, and whether it will fulfill your goals.

What services to outsource easily?

You know that outsourcing some of your jobs will save time and energy. That way, you’ll be able to focus on your primary business objectives. But do you have a clear idea of what services to outsource efficiently?

Customer success management

Every company nowadays relies on positive client interactions, particularly favorable consumer feedback. Companies that deliver solutions using a SaaS mode benefit from customer interaction. The customer support manager (CSM) is your conduit to the customers. They ensure everything goes well after a purchase is made and smooth over any other customer-related friction, issues, and critical concerns.

Two girls looking at an outsourcing strategy document

Customer support & experience

The quality of customer service has a direct effect on sales. The damage one unhappy customer can do to a business is significant! Especially today when people publicly express their thoughts on products or services all over the internet. Customer service and experience (CS and CX) is a genuinely challenging aspect of running a business. If one does not have enough workforce to meet customer support demand, it’s best to consider outsourcing to a BPO call center. Outsourcing your CX will save you time and money (usually because of the lower-cost labor). But also it will deliver better results (because of trained agents with the specific skillset).

Back office services

All services like accounting and finance, billing support, research and development, and IT and software tech help desk can be outsourced. And this is especially recommended for small and medium enterprises (SMEs). It would make your life so much easier if you didn’t have to know everything about compliance standards connected to bookkeeping, tax regulations to follow, and internet security infrastructures. Leave all of it in the hands of dedicated professionals.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Get Your Free Guide

Sales generation, management & support

Small enterprises usually don’t have big sales teams, often only having one person for the job. Sales management is one of the essential parts of running a company. You’ll never attain your profit goal if you’re not closing deals. Therefore, outsourcing sales support will help you locate and nurture leads. It will help your business grow, make sure you are always speaking to potential customers, and allow you to focus on converting instead of administration!

Human Resources

Recruiting is a long, complex, and time-consuming process. It requires developing job descriptions, hunting for suitable candidates, and endless rounds of interviews. All of this will not only cost you time and money but energy and focus as well. And having good HR managers in-house is quite expensive, too. All of this makes outsourcing human resources the smart choice.

Marketing, Research, and Development

Whether launching a new product, adding something to your marketing mix, or simply expanding to new markets, you’ll need thorough research. You need to know the competitive environment, the product, the competition, and the entire industry. As a result, you’ll need hands-on research, development, and marketing expertise. However, if you lack the necessary knowledge, expertise, skillset, or people on board, this will be another challenge. Outsourcing all those operations is something to consider.

outsource team

The key takeaways

By now, you should have a good idea of which services to outsource to BPO professionals and how you can choose your best BPO partner. We at FrontLogix provide exceptional outsourcing services for all of your needs. We’re committed to delivering and developing a customer-centric business model that will boost customer satisfaction, improve revenue, and lower costs. We’ll work together to develop strategies that will increase customer loyalty. We will help you make the most of your customer data, create new customer experiences, and optimize your business processes. Contact us today to discuss your needs.

[Read Next] Definitive guide to outsourcing services

Customer Success Managers - FrontLogix

Тhe definitive guide to outsourcing services

A complete guide to all the outsourcing services FrontLogix offers, plus everything you need to know about FrontLogix

What this guide is all about

What does Business Process Outsourcing (BPO) mean, and why do companies outsource their business processes? There are a variety of reasons that justify partnering with a BPO company. You can save time, cut costs, improve efficiency, and focus on your core competencies by outsourcing some non-essential processes to a third party. Here, you can find some excellent and detailed BPO examples.

Outsourcing some of your non-essential work will undoubtedly help you out in the long run. No matter how big or small your goals are.

In this guide, you’ll get key takeaways in many areas of Outsourcing, CX Innovation & Strategy, and Technology Services. But most importantly, you’ll understand the services FrontLogix covers and the value we can provide your business.

  • Collaborates with businesses to create strategies that drive customer loyalty
  • It helps businesses make the most of their customer data
  • Creates positive new customer experiences

We cannot stress enough how important it is to invest in better customer service. Your business will reach new heights by building better relationships with customers. You’ll gain more satisfied customers who stay happy for more extended periods of time—all while saving time and money.

Customer care outsourcing services

You already know the importance of providing excellent customer service at every turn in the customer journey. Maintaining a top-notch CX team in-house can be costly. Outsourcing customer care will let your company use multilingual omnichannel support, bilingual agents that will handle all inbound and outbound calls, non-verbal client communication support, and a wide range of other customer services. By outsourcing your customer service, you’ll:

  • Easily build customer trust – you’ll lower the wait time, decrease unanswered questions and help your customers in a matter of minutes and not in hours (or god forbid) days.
  • Efficiently scale your customer experience function – you’ll don’t need to recruit and hire new people, as you’ll have our agents at your disposal 24/7.
  • Build a brand that customers love – your customers will feel heard, appreciated, and, most importantly, taken care of, so you’ll be able to give them yet another reason to love your brand even more.
  • Save money and time – you’ll be able to enjoy some big-time savings as the BPO partner will handle everything for you. Read more here.
Woman coding software

FrontLogix Outsourcing Services

You might, at this point, still wonder what the difference between BPO and contact centers is. You’re not alone. This is one of the questions we are most frequently asked. Even though these two terms might seem related, they are not interchangeable.

FrontLogix’s biggest and most important goal as a BPO provider is to transform customer engagement into customer loyalty and increase customer lifetime value. We firmly believe that combining data-driven and customer-driven experiences brings the highest value and ROI. There are several ways this can be achieved, and we’ve listed all of the services FrontLogix offers for small, midsize, or large businesses:

a) Client Services

  • General Customer Experience (CX)
  • Sales and lead Generation
  • Billing Support
  • Technical Support
  • Customer Success Management
  • Sales Support

a) Digital Support

  • Email
  • Chat
  • SMS
  • Social Media
  • In-App Messaging

If you are still doubting whether you should outsource your business operations, feel free to read the article about The Pros & Cons of Outsourcing, and Why and when to consider a BPO – we are sure they will be of huge help.

Client Outsourcing Services

Without a doubt, delivering mind-blowing customer experiences is one of the hardest yet most important parts of every business. The sale is only the first step. Taking care of customers and increasing CLV is the key to long-term success. The latest trends are shifting companies from profit-centric to customer-centric. But building a customer-centric business model along with a great customer experience requires a company-wide commitment and trustworthy partners. This is precisely what FrontLogix offers.

Exceptional Customer Experience (CX)

Providing an amazing Customer Experience is what we do best and what we’re most proud of. We’ll put your brand and your people first. The better experience your customers have, the more repeat customers, referrals, loyalty, and positive reviews your business will have.

Think of the CX as the holistic perception your customers have of your brand – every interaction they have, from navigating the website to talking to the support agent, will impact their brand perception and, ultimately, their decision to come back to you or not. FrontLogix is here to make them come back and bring their friends along. Our custom-tailored support helps you capture more leads and improve conversion rates. Because we genuinely care about your customers’ feedback, having the highest CSAT is the core of everything we do. We aim to keep on reducing your TCO so you’ll be able to meet all your business needs.

Sales and Lead Generation Outsourcing Services

Generating sales leads is one of the critical parts of any successful business. Attracting, nurturing, and converting leads into existing customers is one of the biggest challenges companies face. FrontLogix can help you generate more and more quality sales by:

  • Having remote sales development reps
  • Finding the right contacts to attract
  • Building your email databases
  • Calling and emailing the prospects
  • Setting up introductions and booking qualified sales meetings

Our professionals will help you nurture and convert leads, and they’ll be there for you to help you grow and make sure you always have great and happy customers.

Contact Center Support services

Contact center agent providing support services

Billing Support Outsourcing Services

FrontLogix offers billing services and support for your business. Everything from account information, updating details, bills, payment guidance, postage funding, purchase power, and other account management topics – we’re here to help. Effectively and efficiently. A dedicated support Desk will handle your customers’ queries, and a FrontLogix representative will immediately and comprehensively respond to your customers.

Technical Support Outsourcing Services

Deriving maximum value from your software and having high-end Technical Support adds value to your business, product, or service. FrontLogix has a team of highly experienced technical support representatives who are ready to help, support, maintain, and enhance your software, product, or platform and obtain the best customer experience.  We also include remote troubleshooting, installation and usability assistance, process monitoring, and optimization.

Customer Success Management Outsourcing Services

Positive customer relationships, and incredibly positive customer feedback, are something every business depends on. Particularly companies that provide solutions through a SaaS format. So, as a business owner, it’s up to you to set your business goals, and it’s up to us to help you move toward the ever-evolving desired outcome. The FrontLogix team’s ultimate goal is to help you be as successful as possible for as long as possible.

Today, traditional account management is a thing of the past, and customer success-driven growth is here to stay. FrontLogix will approach each of our clients individually by:

  • Analyzing and Segmentation;
  • Setting up and managing the expectations;
  • Leveling up the communication;
  • Measurement of the operations and results.

We’ll provide experienced Customer Success Managers (CSM) that will track established success metrics by monitoring specific customer KPIs and the likelihood of churn in addition to other indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). What we truly care about is maintaining and increasing your customer base.

Sales Support Outsourcing Services

Like you,  FrontLogix also loves CLOSING DEALS! FrontLogix will help you find sales opportunities and do all the background work so that your sales reps are free to focus on selling.  Our people start working even before your salespeople meet your potential customers. With the help of automation and digital tools, we gather, analyze, and sort all the relevant data for your sales team. And after closing the deal, FrontLogix’s work really starts! We’ll continue our work with customer outreach and follow-up, ensuring we deliver a mind-blowing customer experience!

Agent providing digital support outsourcing services

Digital Support Outsourcing Services

While every business and brand is unique, so are the customers. Knowing them means asking questions, listening to their responses, and acting on their feedback to create an excellent customer experience. To help you achieve all this, FrontLogix’s top priorities are:

  • Implementing a system for collecting feedback, analyzing it, and acting on it while solving specific problems and answering specific needs
  • Combining customer preferences and data intelligence with cutting-edge technologies and white-glove service to deliver consistent and mind-blowing omnichannel customer engagement, actionable analytics, personalization, and overall customer experience

Our omnichannel presence helps brands connect with customers anywhere and anytime. We provide support via Email, Chat, SMS, Social Media, and In-App messaging.

A man working on a computer.

Email

When it comes to customer service emails, it’s important to stand out! FrontLogix emails do exactly that. We sound natural, friendly, and eager to help—just how we’d talk to the customers if they were standing right there. Maintaining the quality of each email is a challenging job! FrontLogix, driven by customer-centric culture, knows the importance of quality emails, which is why we never compromise. Customers will always get the attention they need and desire without spammy sales or irrelevant information clogging their inbox.

Chat

Without a doubt, chat is the fastest way to support customers, especially when they’re already on their devices. This helps resolve problems as they appear, providing answers within seconds. Being fast and convenient adds up to an amazing customer experience.

SMS

Targeting those who don’t use the live chat, FrontLogix also offers SMS customer service and support – providing relevant answers and solutions to your customers via SMS text messaging in real-time – right into the customer’s native text messaging app.

Social Media

Meeting the customers right where they are is another very important part of the customer-centric culture. And most of them are on Social Media. No matter the channel, FrontLogix offers responses through social channels, quickly and conveniently. Because solving an issue right away is the most important part of awesome customer support.

In-App Messaging

No matter if the customers need onboarding, technical support, or simply to be welcomed or engaged, FrontLogix is here to assist. We’ll identify the user’s pain points, assist them moving forward, and facilitate various customer support processes and scenarios with our in-app messaging. We seamlessly support messaging platforms like WhatsApp, Facebook Messenger, Apple iMessage, WeChat, LINE, Telegram, Skype, and many more.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Get Your Free Guide

In conclusion, if you’re still not sure whether you need to outsource some services, read more about The Pros & Cons of Outsourcing, Why and when to consider a BPO, and Finding and choosing the right BPO partner.

In need of BPO services? Contact us today to discuss how FrontLogix can help streamline your business operations with our specialized outsourcing solutions.