FrontLogix | Beyond Customer Care

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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…
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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.