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What is digital customer experience (DCX), and why is it important?

The overload of digital tools has skyrocketed customer demand for a unified customer experience! Today, to meet customers’ growing expectations and needs, the digital customer experience continues to grow and expand in ways that were unimaginable just a few years ago.

The digital transformation and the digital landscape

We’re continuously living the digital era: evolving digital devices, immersive digital innovations, and above all, around-the-clock change. Companies are trying innovative solutions to keep up with customer expectations. Every industry is now digitally-reshaping to hold onto the new trends and evolving customer needs and demands.

The digital transformation created instant communication, seamless omnichannel support, and unique customer journeys. And all of these technological headways are now the standard, so today’s digital customer expects them. Customers cannot be served without digital channels, especially when online and offline lines are becoming almost invisible.

Today, it’s crucial for companies to understand their “digital customer” thoroughly and how they’ve evolved in the digital transformation landscape, so they can continuously innovate to provide new approaches to the customer experience.

The impact of digital transformation on customer experience

After everything that happened over the past years, the digital transformation is not a “good-to-have” but a “necessary-to-implement” in all business operations worldwide. Digitalization is critical in adding business value and providing a solid customer experience. For customers, having online demos and interactive onboarding is essential to see products or services virtually. And it all adds up to the experience. Ideally, they would like to subscribe, purchase or renew any contract via their smartphones on the go. “Is there an app for that?” “Can I have it delivered tomorrow?” or “Can I use this out of the box?” are some of the most frequently asked questions. In other words, being digital drives reshapes and enhances customer experience.

Meeting the expectations of the “digital customer.”

Today’s digital customer is much stronger than the customer before. The fast and available internet connection, smart devices, and online shopping have reshaped customers into high-demanding, high-expecting knowledgeable shoppers who want things immediately, with a single click. And if a company cannot satisfy these high expectations, they’re likely to churn and go over to the next company that provides all they require.

But how can you meet the expectations of the digital customer?

You need to check a few key points: you need to be quickly and instantaneously accessible – anywhere, anytime. You need to have an easy purchase process; single-click is preferable. The high transparency level is among the preferred items on the customer checklist. But most importantly, customer experience and support.

digital customer experience work

You need to excel at providing top-notch CX. Being omnichannel or using as many channels as possible will help you. To meet the expectations of your digital customer, you need to be present whenever and wherever they are, to be there for them and give them everything they think they want, even before they want it.

What is Digital Customer Experience (DCX)

All of the customer interactions (some already mentioned above) in the customer journey, using all sorts of digital channels, including smartphone and tablet devices, online experiences, AI, machine learning, automation, chatbots, and more, are part of the Digital Customer Experience, or DCX. Naturally, as digital possibilities grow, so makes the demand for a seamless digital experience. Therefore, the only logical solution is that companies should embrace DCX at every level of their business strategies.

Digital customer experience management

But how can you successfully manage the digital customer experience? It’s a highly complex process that should start with carefully and actively designing a valuable and successful DCX. But what does this mean?

In plain words, a company must carefully plan and put all efforts into creating pleasant customer interactions over all digital channels and at every step of the digital customer journey. But, this also means that a company must have an excellent User Interface (UI), a fantastic User Experience (UX), and an unstoppable Customer Experience (CX). The CX should cover and provide exceptional Agent Experience (AX) and the latest and the best Technology Experience (TX). These will help create a superior Business Experience which is also part of the Digital Customer Experience Equation.

digital customer experience work

A company must combine customer and data intelligence and provide all technologies and services to deliver consistent and mind-blowing omnichannel customer engagement, analytics, personalization, and overall customer experience.  

Why is digital customer experience necessary?

We’re already aware of how the world is increasingly shifting to digital business experiences, interactions, and operations. The evolution of customer interactions started with personal visits to a store and evolved to doing business over the phone, with customers directly interacting with a salesperson.

The shift moved to interact via TV, and now, all customer journey interactions are happening over the internet. And as accessible as it sounds, customers today don’t have personal communication and are doing most of the research about a product or a service by themselves.

A company must present as much information about its services or products as possible online. Browsing is effortless and offers need to be highly engaging and eye-catching to hold the customer’s attention and influence their buying decision. All of this means that the impression you leave online is entirely based on the digital experience you provide for the customers. If you’re not present or present but not good enough, the customers will continue browsing your competitors. The web is your store, and your shelves must be amazingly appealing and give your customers what they want. With good DCX, you’ll grab them and, more importantly, keep them on board.

Things that matter the most

While the entire DXC is super important, here are just a few items that are part of the digital experience and are most important for today’s digital customers: Fast website load time, exceptional mobile responsiveness, great UX, information and price availability, 24/7 customer support, single-click purchase, and good apps.

Digital customer experience (DCX) vs. Customer experience (CX)

First of all, is there a difference between DCX and CX? Yes, there is, and the difference is mainly in the medium and the scope. The digital customer experience is part of the overall customer experience, but both go far beyond customer service! They’re both about the experience the customers have in their customer journey. While the customer experience is a sum of all possible interactions the customer has with your company, the digital customer experience plays a crucial role. It focuses solely on the digital customer journey and touchpoints. So, your business might include interactions in a store, on TV, over the phone, etc., but the focus of DCX is entirely on online (digital) interactions.

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Conclusion

With the digitally transformed landscape today, digital customer experience is probably an essential part of the overall customer experience. It focuses solely on the customer journey’s digital experience and touchpoints. However, as easy and as accessible as it sounds, creating a good-standing digital experience is a hard job. It must be perfectly designed as it can’t and won’t happen by chance.

A company must carefully plan and put all efforts into creating satisfying customer interactions over all digital channels and at every step of the customer journey. It is investing time, money, and all efforts into an excellent User Interface (UI), a fantastic User Experience (UX), and an unstoppable Customer Experience (CX). But many companies cannot do this all by themselves—Which is why outsourcing digital customer service is always a good idea. Finding a good partner that provides exceptional DCX services, like Frontlogix, will help you onboard and keep your existing customers, providing everything they want and need in their digital customer experience.

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Closing the customer engagement capacity gap

What exactly is the customer engagement capacity gap?

In business, or at least when you’re dealing with customers, there are a few factors to consider. On the one hand, it’s the product/service you provide or offer, and on the other, client demand for the products/services you provide. However, there’s one more thing to consider: the resources you have at your disposal to meet your customers’ needs and demands.

One of the most valuable resources of all is time and the workforce. And for the past few years, there’s even more. Factor in social interactions, conversations, and communications into your equation, and you’ve already created a problem. A difficult-to-solve problem that might worsen over time, affecting both customer and employee satisfaction and happiness. Behold the customer engagement capacity gap – the discrepancy between your available resources to meet the customer demand and the rapidly growing volume of customer interactions and communication channels.

This “problem,” or this “capacity gap,” started with social media customer interactions. A couple of years now, and after a more than two-year-long world pandemic, things are even more challenging for companies and brands. A business must deliver the desired and expected customer experience (CX) even better and faster than ever. And as we enter the third post-pandemic year, most companies are still incapable and ill-equipped to close this Customer Engagement Capacity Gap.

customer engagement

Mushroomed in heavy workload

Today’s rapid pace of change is causing even more profound and more significant challenges. Companies expect engagement challenges to increase over the next couple of years to make things worse. They either don’t have the people, technology, or knowledge to address this customer engagement capacity gap—that, plus being heavily buried in work activities for achieving the core business goals.

The importance of customer success management

Nearly half of the world’s population is now using social media for more than just browsing photos of their distant relatives. An astonishing 80% of customers expect companies to interact with them on social. In the past couple of years only, more than 43% of customers have increased their use of social media to discover new products and brands. More than 45% of interactions happen via social media, and customers use social media for everything from product information, praise, complaints, and everything in between.

As a result of good standing social media interactions with a brand, 78% of the customers are ready to make a purchase. 76% of customers will recommend a brand, 72% will increase their spending amounts for a brand, and 77% will choose a brand over its competitors.

It’s loud and clear. Today, customers undoubtedly want immediate interactions. Customer success management enters an entirely new era and levels of importance. It’s not just handling your customers anymore. It is all about being there for them every step of the way, at any given time and place. It’s all about anticipating their needs and providing exceptional solutions.

This change toward a swifter, more comfortable service system has driven many businesses to outsource customer success management to meet customer requirements successfully and efficiently.

Technology, people, data, and experiences

As the customer engagement capacity gap has been a hot topic past few years, everybody will now tell you what’s essential for closing the gap. Data companies will tell you that the key is engagement data management. Technology companies will sell you software because they’ll only say the key lies in technology. But,  in reality, there’s so much more than a single solution. Ideally, you’ll need a set of solutions, skillful people, and technologies to manage your customer interactions.

First, you’ll need to identify and gather all the information about customers and their experiences. Focus on the customer journey and all its touchpoints. That’s your data. You undoubtedly need to have the data figured out and sorted accordingly. Next, you’ll need the right technology to collect, monitor, manage, process, and deliver your data into measurable results consistently and across every interaction and channel. And finally, you’ll need the right number of skilled people to improve engagement and provide customized experiences at scale. And no matter what AI can do. You still need the people. Now, more than ever!

Here, we’ve simplified everything into a single, handy checklist:

  • Gather, understand and utilize engagement data;
  • Use technology to your advantage: use automated and various self-service tools to answer the consumer demand increase;
  • Get the  most skilled, knowledgeable, and high performing workforce;

By integrating human expertise and experience with high-end technology and automation, you’ll be able to provide enhanced customer experiences. Not excluding but including various solutions can help you and your company answer your customer’s demands and potentially close the engagement gap. It’s easier said than done, right? With the right tools and partners, all of this is achievable and deliverable.

[Тhe definitive guide to outsourcing services]

The key takeaways

As digital transformations accelerate, customer demands rise, but companies struggle with resources to answer those demands. With increasing consumer demands, every organization must understand how this digital transformation pace impacts its operations and goals. Companies need to create new, better (and most importantly) faster ways to connect with consumers. Today, it’s all about customer success and customer experience. So, companies must think about CX in entirely new, broader, and technologically advanced ways. However, the companies need to decide which way they will go, whether they will rely solely on technology or combine technology with the right people.

In today’s world, everyone in the business (not just the customer experience and contact center teams) should focus on providing outstanding experiences. Getting the right people, tools, and technology partners to work with will help companies better understand and forecast customer expectations and behaviors. To close the customer engagement capacity gap, companies need the help of a carefully selected technology and service provider. A technology partner to design, build, manage and maintain company-wide data solutions and integrations: a technology partner that will set up automated and AI-powered solutions and tools. But most importantly, a service partner with exceptionally knowledgeable and skilled employees who will deliver truly exceptional customer experiences.

Don’t think you’re limited to the number of people you have in hand. Or even worse, don’t settle just with a technology solution and leave your customers on the IVR or chatbot. Keep in mind that your customers still want the white glove treatment and no matter how much technology evolves, they still want the care and attention a real person can offer.

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FrontLogix is here to help you collect all customer insights and use the data to identify patterns in how your customers feel at each interaction. Together, we’ll learn  your customers’ intentions, motivations, pain points, and why they would choose your company among competitors. FrontLogix’s CXRs will:

  • contact your customers to learn more about their needs;
  • offer your products/solutions;
  • guide your customers along the comparing process, pointing out the benefits of your products/solutions and why they would work best for them;
  • be available during the research process via chats and email support;
  • will onboard your customers, ensuring they are happy with your products/solutions;
  • make your customers comfortable using your products/solutions and be there for them along with the usage;
  • provide support and help with the items they do not understand.

And that we believe to be an exceptional customer experience and success management. All of this ultimately closes the customer engagement capacity gap but, more importantly, creates happy customers who will recommend and refer your business to their friends, coworkers, or family and, at some point, renew their subscription.

Offshore outsourcing: the benefits

Most common Business Process Outsourcing (BPO) location structures

Business Process Outsourcing (BPO) companies can be structured differently. One possible differentiation depends on the BPO provider’s location. There are three most common practices: Onshore outsourcing or Domestic BPO, Nearshore outsourcing, and Offshore outsourcing. In this guide, we’ll learn more about these types of BPO partners and dig deeper into Offshore outsourcing advantages and benefits.

Onshore or Domestic outsourcing (BPO)

Domestic outsourcing is exactly as it sounds: the act of outsourcing and receiving services within the borders of the country a company is located in. To put it another way, a BPO vendor from one city, state, or region can be hired to supply outsourcing services to a company in another city, state, or region within the same country. Various circumstances might cause domestic outsourcing, including, but not limited to, the availability of specialist talents in specific areas or regional frictions in rates and expenses, as well as the company’s culture, and skill requirements.

Nearshore outsourcing (BPO)

Contracting outsourcing vendors’ services between neighboring countries, or geographically close countries, is known as nearshore business process outsourcing. For example, this might includes Canada, Mexico, or Central America, for US-based companies. Nearshore outsourcing as a form of outsourcing most often happens when companies need specialized skills at lower costs, but specific criteria, such as timezones and language proficiency, must be considered. One example of nearshore outsourcing can be when a Silicon Valley company outsources some services to software specialists from Mexico.

Offshore outsourcing

What is Offshore BPO?

Offshore outsourcing is the third example of outsourcing business customer operations and other company activities. When a company hires a third-party supplier to run some of the operations from an outside country (most often overseas), it is known as offshore outsourcing. To put it plainly, this means getting the work done by a team in a different, further, and not neighboring county. Available resources, political structure and stability, lower labor costs, tax reductions, and other factors encourage companies to outsource offshore.

What are the benefits of offshore outsourcing

Companies often decide to outsource to take advantage of the immense talent pool and specialized skills, labor flexibility, and cost-efficiency. Well, the benefits of offshore outsourcing are even more significant. In the case of offshore outsourcing, the talent pool is global, and because of this, the work gets done faster. So, one of the benefits is speed and efficiency. Also, the availability of specially qualified and skilled people is broader because of this globalization. And that’s the second benefit, a large talent pool of professional, experienced, and motivated workforce. Another quite significant benefit is cost-efficiency. The costs for the services are usually much, much lower. The cost of living and labor in developing or underdeveloped countries is much lower. Also, some countries offer tax reductions and lower administrative expenses.
For the company in need of those outsourcing services, this ultimately saves money and means lower end-user product or service prices.

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Conclusion

While many companies need outsourcing services, offshore outsourcing seems to be the most beneficial and the right choice for companies that don’t need to have all operations done in the same timezone.
Offshore outsourcing is highly cost-effective due to lower living and labor costs, tax reductions, and lower administrative expenses, especially in developing or underdeveloped countries.
Also, hiring an offshore BPO will provide you access to a global talent pool, with high availability of specially qualified, skilled, and motivated people who operate fast and efficiently. FrontLogix is an offshore outsourcing provider that offers Exceptional 24/7 Customer Experience, Customer Success Management, Sales generation and support, Billing and Software Technical support, and various Digital and Back-office services.

What services to outsource to reach your 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 if we’re being honest, the one true goal of every business, no matter the industry, is revenue growth. Also, every business owner thrives on happy, returning customers, return on investment, and increasing the market share. We can also add reducing employee turnover and increase satisfaction and productivity. Or, 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 certainly help you out 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.

outsource strategy plan

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, the progress, and the 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’re already aware that outsourcing some of your jobs will free up 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 model, in particular. Customer success is critical and unquestionable in SaaS! The CSM is your frontline to the customers. It ensures everything goes smoothly after making a purchase or any other customer-related interactions, issues, and critical concerns.

Girls looking at outsource strategy

Customer support & experience

The quality of the customer service has a direct effect on sales. The damage one unhappy customer can do to a business is unimaginable! Especially today when people publicly express their thoughts on products or services all over the internet. Customer service (CS & CX) is a genuinely challenging aspect of running a business. If one does not have enough workforce, it’s best to consider outsourcing it 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 & finance, billing support, research & development, and IT & software tech helpdesk can and should 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 fulfilling compliance standards connected to bookkeeping, tax regulations to follow, and internet security infrastructures, and if you could leave all of it in the hands of a dedicated professional.

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Sales generation, management & support

Small enterprises usually don’t have big sales teams. There’s often one person for the job, which is wrong on so many levels. 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 will help you nurture and convert leads. It will help your business grow, make sure you always have great and happy customers, and close deals!

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 money & time but your energy as well. And having good HR managers in-house is quite expensive too. All of this makes outsourcing human resources the right and smart choice.

Marketing, Research, and Development

Whether launching a new product, adding something to your marketing mix, or simply expanding to more new markets, regions, and places, you’ll need thorough research. You need to know the market, the product, the competition, and the entire industry. As a result, you’ll need hands-on expertise in research, development, and marketing. However, if you lack the necessary knowledge, expertise, skillset, or people on board, this will be yet another challenging job. Outsourcing all those operations is definitely something to consider moving forward.

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The key takeaways

By now, you should have a good idea of which services to outsource to BPO professionals. But also, how you can choose your best BPO partner. We at FrontLogix provide exceptional outsourcing services to 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.

[Read Next] Definitive guide to outsourcing services

Web designers working in office on project together

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) really mean and why do companies outsource their business processes? There is 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 good and detailed BPO examples.

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

In this guide you’ll get all key take-aways on many areas of Outsourcing, CX Innovation & Strategy and
Technology services. But most importantly, you’ll get ahead of all the services FrontLogix covers and everything FrontLogix offers for your business.

First and foremost, FrontLogix is a boutique offshore Business Process Operations (BPO) company that specializes in next-generation Customer Experience outsourcing —one in which quality and profit go hand-in-hand. Our main focus is to increase our client’s customer satisfaction, grow their revenue, and reduce their costs all at the same time. This in essence means that FrontLogix:

  • helps businesses to create strategies that drive customer loyalty;
  • helps businesses make the most of their customer data;
  • creates new customer experiences;

We cannot stress this enough, but, by investing in better customer service, you’ll reach new heights by building better relationships with customers. You’ll gain more satisfied customers who stay happy for longer periods of time—all while using less of your time and money!


Customer care outsourcing services

So by now you already know the importance of providing excellent customer service at every turn in the
customer journey. And more often than not companies cannot have a top-level CX team in-house which is exactly why utilizing a third-party provider who will assist your customers around the clock is not a terrible idea. It’s a good one, actually. Customer care outsourcing will let your company make use of multilingual omnichannel support, bilingual agents that will handle all inbound and outbound calls as well as non-verbal client communication plus a super-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 the CX in no time – you’ll don’t need to recruit and hire new people, as you’ll have many 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 than they did before
  • 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 is the difference between a Business Process Outsourcing (BPO) and contact centers? You’re not alone. This is one of the most frequently asked questions. And even though these two terms might seem related, they are not interchangeable. There is a thorough and detailed answer to this question here.

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

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 (apart from the product/service offered). This means it’s not just to sell it, but to take care of the people who actually bought and nourish them through the process. Now, all the latest trends are shifting the 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 exactly what FrontLogix offers.

Amazing 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 and above anything else, because the better experience your customers will 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. Thereby while keeping your customers pleased, 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 key 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;
  • and setting up introductions & book 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 agent providing support services

Billing Support Outsourcing Services

FrontLogix offers billing services and support for your business. Anything 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. Your customers’ queries will be handled by a relevant Support Desk and a FrontLogix representative will immediately get in touch with your customers.

Technical Support Outsourcing Services

It’s common knowledge how important it is to derive maximum value from your Software. Having high-end Tech Support adds value to your business, product, or service. FrontLogix has an exquisite team of highly experienced Tech Support representatives who are ready to help, support, maintain, and enhance your software, product, or platform and obtain the best customer experience – which we already know is crucial for your brand and business. We include remote troubleshooting, installation and usability assistance, process monitoring, and optimization.

Customer Success Management Outsourcing Services

Positive customer relationships and especially positive customer feedback is something every business nowadays depends on. Particularly companies that provide solutions through a SaaS format. The value of customer success in SaaS is essential and absolute! 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. FrontLogix team’s ultimate goal is to help you be as successful as possible, for as long as possible.

Today, traditional Account Management is already a thing from the past, but Customer Success-driven growth is here to stay. FrontLogix will approach each of the clients individually, by

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

We’ll provide experienced Customer Success Managers (CSM) that will do success metrics tracking 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). But most importantly, what we truly care about is not only to maintain your current subscribers but to get even more happy and satisfied ones.

Sales Support Outsourcing Services

Much like any business owner, FrontLogix also loves CLOSING DEALS! FrontLogix will help you find sales opportunities and do all the background work so that your sales reps can focus only on selling and closing deals. Our people start working much before your salespeople even 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 only after closing the deal, FrontLogix’s work really starts! We’ll continue our work with customer outreach and follow-up, making sure we deliver a mind-blowing customer experience!

Agent providing digital support outsourcing services

Digital Support Outsourcing Services

Each and every business and brand are unique, but so are the customers. There isn’t one alike, hence knowing the customers, asking them questions, listening to their responses, and acting on their feedback adds up to an awesome 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 and data intelligence and providing all technologies and services to deliver consistent and mind-blowing omnichannel customer engagement, analytics, personalization, and overall customer experience.

Our omnichannel presence helps the brands be there for the customers everywhere and anytime. We provide support via Email, Chat, SMS, Social Media & In-App messaging.

Email

When it comes to customer service emails, it’s most important to stand out! FrontLogix emails do exactly that. We sound personal, friendly, and natural —just how we’d talk to the customers if they were standing right there. But, maintaining the quality of each email sent every day is a challenging job do! FrontLogix, driven by customer-centric culture, knows the importance of quality emails, which is why we never compromise. The customers will always get the attention they need and desire.

Chat

Without a doubt, chat is the fastest way to support customers, especially now, when they’re always chatting on their devices. This helps solve the problems as they appear, answering literally in seconds. Being so fast and convenient, this really 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 all relevant answers and solutions to your customers via SMS text messaging, all text-based and 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 or other help or simply they need to be welcomed or engaged, FrontLogix is here to assist seamlessly. We’ll identify the pain points of the user, assist them moving forward and facilitate various customer support processes and scenarios with our In-app messaging. We support all main massaging platforms like WhatsApp, Facebook messenger, Apple business iMessage, WeChat, LINE, Telegram, Skype, and many more.

Clickable Image from free guide for outsourcing services

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.