Why Your Business Needs a Global Customer Service Solution
Posted : 20 November, 2017
The relationship that you build with your customers will determine how your business will fare in the most competitive industries today. In fact, several studies have proven that success comes to those who know how to value their clients, particularly those who genuinely make an effort to cultivate a strong and positive relationship with their target market.
For the same reason, creating a great connection with your client base should be on top of your list, especially if you’re set on boosting your sales and expanding your business globally. While moving into new and additional markets can be extremely intimidating, relying on an efficient global customer service solution can help you take your first steps to success.
Here are several compelling points why the most successful companies spend thousands of dollars to invest in a reliable global customer service solution.
Assigning the right people to do the job
Having different markets means dealing with a variety of customer service cultures and this is one of the challenges of expanding your business globally. For starters, you have to ensure that you’re hiring the right people for the job and making sure that your team positioned on the front lines knows what they’re doing.
By deploying a dependable global customer service solution, your business can focus on the right approach to the different markets, appropriately responding to the demands from a pool of customers with varying cultural sensitivities.
Securing a globally-competitive customer support solution
Every company who has dared to go global has realized the inevitability of securing a customer support solution with the right tools and features to support the overwhelming demands of expansion.
Going global does not only mean reaching a wider pool of customers. It also means totally transforming your brand to suit the needs of your target market. These changes may include transforming your packaging, adapting new stock-keeping units (SKUs), relying on new customer relationship management systems (CRM) and even dealing with different service-level agreements (SLAs).
Providing practical and flexible support channels
While it’s a common practice in the United States to reach and support customers through common channels such as Social Media and messaging applications, other parts of the world don’t really have access to these tools. That’s why it’s important to restructure and re-strategize ways to reach your customers wherever they are on the planet.
One perfect example is how China’s different and unique platforms and social networks are changing the game in customer engagement in the region. This means that to successfully expand to this part of Asia, you have to be able to adapt and offer support within specific and sometimes exclusive channels like Sina Weibo, a Twitter/Facebook-like microblogging website popular among the Chinese online population.
Creating a team willing to serve 24/7
One of the biggest challenges of expanding your business globally is efficiently responding to the demands of millions of clients from different parts of the world, every minute, each day. In other words, having a team ready to serve, regardless of time zone differences can promote sales and productivity while ensuring customer satisfaction.
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