How Mindy Support Uses Customer Interactions to Obtain Insights
In today’s highly competitive business environment, there is a constant struggle that every business faces. Those who can adapt to modern market conditions will succeed and prosper in achieving a significant position in the market. Those who are unable to adapt will start getting left behind by their competitors. The competition that exists today in any field increases revenue, but often ignores the need for complete customer satisfaction. This is very important because 51% of customers will never do business with a company again after just a single negative experience.
Therefore, you have to view every customer interaction as an opportunity not just to make a sale, but to give you all kinds of insights into your business processes. This is what we at Mindy Support try to do. We give our clients the added value of obtaining insights into customer sentiment and how to increase over satisfaction and retention rates. How do we do this? Let’s take a look.
In this article we’ll cover:
- Pulling Together Disparate Facts
- Improvement to Existing Processes
- Faster Issue Resolution
- Improved Employee Motivation
- At Mindy Support, We Always Go Above and Beyond for Our Customers
Pulling Together Disparate Facts
When the customer service agent opens the CRM they see all kinds of disparate information about the customer. This may include things like previous interactions, purchases, issues, and many other things. When the agent is speaking with the customer, they need to take all of this information and put them together to create a clear picture in order to understand the type of experience the customer is looking for. They might also obtain new information, which they will enter into the CRM, but even though there are all kinds of apps and tools for customer analytics, it is ultimately up to the agent to see the big picture and emphasize with the customer. Not only will this increase sales and retention rates, but also improve your public perception, brand recognition, and engagement.
Improvement to Existing Processes
A lot of outsourcing providers will just routinely do the job specified in the contract and will not go a step beyond that to offer insights into broken processes. For example, let’s say that a lot of customers are complaining about the complicated purchasing process on your website.
However, instead of escalating this issue to the team lead or somebody even higher, the agents continue to provide assistance to dissatisfied customers. This is bad for many reasons. First of all, 74% of people are likely to switch brands if they find the purchasing process too difficult. This means that not only do you miss out on short-term sales with a difficult buying experience, but you also miss out on long-term loyalty and higher LTVs.
Also, all of these inefficiencies are costing you money. In fact, anywhere from 20% – 40% of your revenue is lost due to process inefficiencies. Therefore the efficiency and effectiveness of your processes have a big impact on your bottom line and your brand and Mindy Support can help you improve in this area as well. Instead of seating more and more agents, we rather handle less interactions by getting to the root cause of customers contacting you, and solving the core problems together.
Faster Issue Resolution
A lot of times, many different customers will contact support with the same or related issues. Therefore, if a customer support agent found an expedited way to resolve this issue, they can share it with the team for faster issue resolution in general. A lot of times, the customer may want to obtain certain information, or they just want the agent to empathize with them. Whatever the case might be, this method can be recorded in the knowledge base and used for future customer interactions. This is something that might be difficult for analytics systems to identify because of the human element involved. The correct resolution to an inquiry or issue may require a specific formulation of the answer which machines cannot yet provide.
Improved Employee Motivation
Employees pay close attention to how the company treats its customers. It resonates a lot with people. When your team sees that the employer treats its clients with great attention and responsibility, then this makes every member of your company proud that they are part of such a team. Pride and respect, in this case, motivate employees to hold on to their company. With the opposite relationship with the client, when employees are trained or encouraged to cut and throw off customers, your team, unfortunately, will not be able to remain in a permanent composition for a long time, and the most worthy and professional specialists are the first to leave.
At Mindy Support, We Always Go Above and Beyond for Our Customers
One of the reasons customers choose Mindy Support is because of the added value that we bring to the table. This includes everything mentioned above, but also things like our experience, insider knowledge into processes that work, and many other things. We are one of the largest BPO providers in Eastern Europe with more than 2,000 employees in six locations all over Ukraine. Our size and location allow us to source and recruit qualified candidates quickly and we will be able to scale your team quickly without sacrificing the quality of the services provided. Contact us today to learn more about how we can help you.
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June 11th, 2021Mindy News Blog