Everybody is talking about customer experience nowadays, but what is CX, and why is it so important?
All of the interactions a customer has with your company, brand, product, or service, along their customer journey, how they feel about all those interactions, and the outcome is Customer Experience. From discovering the brand, receiving information about products or services, pricing models, and purchasing options to post-purchase handling, troubleshooting, and support, it shapes the Customer Experience. And it doesn’t matter if their interactions are offline (in a physical store) or online (e-commerce or social media, email, etc.). Everything contributes to their overall Customer Experience. And today, this is especially important. In essence, Customer Experience = Brand Experience.
It’s a fairly large field of brands out in this world, and each of them is unique, as every single one of their customers is. 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 an amazing Customer Experience. Making your customers feel heard is the key to success, as healthy customer relationships create vibrant and long-standing businesses. It’s not unknown that a great customer experience improves Customer Lifetime Value (CLV), improves Customer Retention and CSAT score, and increases loyalty and brand advocacy. And this is precisely why Customer Experience is so important.
The power is in the customers, not in the brands.
Will you and your company fail to meet a customer’s need – you’re domed. They sit on the throne today. Like never in the history of business, customers have the power to shape how business is done. And at the end, every business exists to serve its customers.
So, naturally, Customer Experience has become a top priority for almost every company today. If you like your brand to be good-standing, especially in the eyes o your customers, you ought to make CX right. If your customers like your brand and the experience, they will talk about it loud and clear. They will share on social media; they will spread the word of mouth, review, refer and bring new customers in. BUT they will do the same if they’re unsatisfied, in a much worse and more aggressive way. And believe it or not, there isn’t anything like a furious and unsatisfied customer today.
The shift from a profit-centric to a customer-centric business model
As Customer Experience has become the real game-changer, all successful businesses are obsessed with delivering mind-blowing customer experiences. The latest trends are shifting from profit-centric to a customer-centric business model. However, building a customer-centric business model and excellent customer experience requires company-wide commitment and trustworthy partners. But sometimes, this is easier said than done. And as much as companies like to make this shift, many fail to deliver.
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 among all devices. Picking up from tablet to smartphone to desktop to person—should be the foundation of the 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 the Customer Experience to BPO providers and contact centers. And it seems the right thing to do. Byoutsourcing CX, you ensure your customers are handled professionally and promptly. And with that, the overall experience of your brand is rising to another level. Once happy, your customer not only will choose your brand among other competitors but most probably will come and ask for more.
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.
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.
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.
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.
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?
Outline the business goals. It is critical to clearly outline the business goals you intend to achieve through outsourcing for a project to succeed.
Set a project structure. It will help you manage the project and ensure that the outsourcing team will meet the requirements.
Be specific. Make a clear and extensive list of tasks you’d like to outsource and how and when you’d like them completed.
Carefully plan the budget. This will affect the timeline, the number of hires, and the technologies and equipment you’ll be able to use.
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.
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)
Define clear processes, roles, and responsibilities. This will help the project run smoothly.
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.
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?
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.
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.
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!
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.
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.
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.
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…
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:
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.
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!
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.
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.
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.
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.
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.
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.