“Please close this issue and pat yourself on the head, next time we will just come straight to you guys. You guys are life savers. Next time I’m in town I would like to kiss the man or woman who fixed this issue. Can i send you a fruit basket or something?”

The above is a thanks reply one of our staff got after fixing an issue. While handling the outsourced customer support for web hosting companies of different sizes, our main focus is to create such delighted customers.

See how we add value to your business!

While customer testimonials are something we all love to hear over and over again, it’s not an easy job to make sure that such positive feedback happens not once, but often.

This article gives you an insight into how we practice ensuring customer delight, as a habit at Bobcares.

Why customer satisfaction is important

Well! we all know that ‘word of mouth’ is one of the most powerful marketing strategies. A satisfied customer tells FIVE people while a dissatisfied customer tells TWENTY.

A dissatisfied customer will not only stop the service but, more importantly, will also tell his friends and relatives about the bad experience he had. This will give your business a negative reputation among several new customers and some of existing customers as well.

On the contrary, if you can build a great experience, they will share it with others. One satisfied customer is capable of promoting our brand image more effectively than most other forms of advertising.

[ Take care of your customers, before your competitors do. Get world-class support specialists to delight your customers. ]

How outsourced customer support helps you

The web hosting industry is one of the most competitive industries. To maintain a good business reputation, it is vital to adapt faster to accommodate the customer needs.

But the role played by the support in customer retention is often underestimated in this industry. We always have a norm of seeing the customer support as pure techie guys.

No matter how technically good your support team is, if they fail to communicate effectively to the customer or to understand his concerns, the whole business would be affected.

A good outsourced customer support team would relate to the customer in more than mere technical aspect. The trust and understanding between the Tech and the customer leads to a Rapport building.

This ‘rapport building’ can help in improving customer retention, with these advantages:

• Good customer support helps to build a strong relationship with the customer.

• Customers would co-operate effortlessly in case of ongoing issues and it wont become an unpleasant experience to anyone.

• Customer would be more forgiving and less irate, and wouldn’t mind occasional minor mistakes.

• Having built a rapport with the customer helps, as he will accommodate even if the issue is unresolved within the prescribed time.

How Bobcares provides world-class outsourced customer support

At Bobcares, we follow these best practices in outsourced customer support, which helps us improve the customer retention factor for web hosts who seek our assistance.

• Treating the customers with enthusiasm: We interact the customers with enthusiasm and genuine interest, which helps the customers to know our intent to help them. Even an irate or dissatisfied customer feels better when greeted with enthusiasm.
• Giving importance to customers: A customer is not just a number on our database. We always treat him like a valued person and give special and individual attention towards his needs. One thing we always keep in mind is that, it is the customers who are doing us a favour by giving us the opportunity to serve them.
• Empathizing with the customers: Whenever the customer faces a difficult situation, we empathize with him, reassure him, express genuine concern and care and do what is possible to resolve his issues promptly.
• Providing prompt responses and updates: We all know how annoying it is to wait for days to get a response to an email or phone call. At Bobcares, we have stringent quality parameters related to response time and resolution time for issues. This prompts us to give timely updates and solutions to all customer issues and delight them.
• Taking ownership for customer satisfaction: When dealing with irritated customers, we don’t try to get away from our responsibilities by giving silly excuses. Instead, we apologize and take ownership for what happened with the customer and give them service solutions that resolves all their concerns.
• Honouring the promises: When we promise something, we always strive to deliver it. Clients don’t like to be disappointed. Sometimes, something may not get done, or there maybe chances of missing a deadline through no fault of ours. Unforeseen delays or failures are not treated in a trivial manner. Instead we compensate that with a sincere apology and a most-suitable work around to tackle the issue with minimal negative impact.
• Aiming for customer testimonials: Customer feedback is vital to assess how customers perceive our support. Aiming to get maximum positive feedback and testimonials is a quality criteria we follow at Bobcares. These testimonials helps to boost the morale of the support personnel and also helps to garner more customers to the hosting provider’s clientèle.

[ Focus on your core business without interruptions. Our tech support experts are here to manage your customers 24/7. ]

Putting it all together!

Building customer relationships, like any aspect of business, is an art that takes time and effort to master. We excel at it by switching roles with the customer and thinking from their point of view.

Instead of telling the customers about great support service, we prove it with testimonials from other customers. This helps to make our customers realize that we perform at a consistently higher level than others.

With our professional outsourced customer support services, we’ve been able to generate more business for web hosting providers over time. Building trust and loyalty takes time and effort, and we leave no stone unturned to achieve that.

Remember! Every great business is built on customer satisfaction and the way to a customer’s heart and wallet lies in how well you initially serve your customers and recover from poor service.

If you would like to know how to provide an excellent customer support service with our top-notch outsourced customer support services, we would be happy to talk to you.