Outsourcing Technical Support Services

 1. Outsourcing Technical Support Services

When people hear the word technical support, it is easy to imagine people in the call center receiving calls from IRATE customers, excess frustrated payments, or shipping problems. However, this type of problem will be handled by your customer's support team, and not your technical support team. This is where the two services are different. If your customer has a 'it' problem, they contact your technical support team. If the problem is the "user" error, they call technical support. If they cannot enter their account, they contact technical support. If this is an installation error, bug, or any technical problem, your customers only want the problem to be resolved so they can continue their work. So they took the phone and called technical support.

Support and maintenance of hardware & software is very important to keep your operation run smoothly every day. Customers expect solutions to their problems quickly and demand services that focus on customers with world-class problem-solving. If you don't have a technical support team to handle this problem, then the customer will ultimately stop using your product. That simple. Pure moderation can provide outsourcing skilled technical support business processes (BPO) and expertise 24 hours a day, 7 days a week, 365 days a year for a fraction of the cost of the in-house team.

Outsourcing Technical Support Services

2. Retail / E-commerce BPO customer support services

According to Forbes magazine, 96% of surprising consumers will switch brands because of poor customer service. This is good news if your company has provided the best customer service because you have the opportunity to get more new customers. However, if your customer service is lacking, it means you can risk losing a large number of once-loyal customers. Great customer service plays a role in every company's success but a different approach is needed for traditional retail customer support versus customer support e-commerce:

2.1 Retail Customer Support

Retail is very competitive. Whatever you sell, your customers can easily find the same or similar items elsewhere. What makes customers happy and loyal is the customer service you provide during and after sales. With custom scripting, pure moderating agents will provide good customer service that is the same as if you respond to customer concerns directly. Also, with easy scalability during the peak season (for some retail sectors, Christmas accounts for more than a quarter of their annual sales) You don't need to worry about unanswered calls or emails that lead to lost income again.

2.2 E-commerce customer support

The biggest difference between eCommerce and traditional retail is that the entire process takes place online, usually at the shopping house itself. Unlike in retail stores, your team cannot approach them to offer help or walk through their choices. Therefore, it is important to provide a 'knowledge basis' which includes FAQs, detailed procedures, tutorials, or articles about certain subjects. If your customer needs to talk to the agent directly, it is important to encourage them to contact you by adding chat boxes or contact details located strategically during important points of the purchase process. Pure moderation has skills, knowledge, and experience to make your customer experience one of the best and our e-commerce customer support will help you keep your customers and make them come back again.

Outsourcing Technical Support Services

3. BPO customer email support

Nearly 320 billion e-mails are predicted to be sent every day in 2021 and it is still a very important communication channel for your customers. However, spending your time replying to tiring customer emails, especially when you work hard to improve and grow your business. When your organization develops, more emails begin to flood and become difficult to respond wisely.