Looking for new ways to improve your Cx trends? Through this article, we will go through the new CX trends. We will also see how outsourcing can help you to achieve maximum customer happiness. We will also analyze the advantages of outsourcing your customer related operations and how it can help you in keeping up with modern CX trends.

CX trends: Introduction

Apart from the items, most customers demand exceptional service from their favorite brands. Therefore customer experience is the most focused factor that firms want. According to BPO CX trends, about 75% of clients are likely to acquire merchandise.

Internet buying does not allow customers to touch and feel the goods. So firms are looking more on the customer experience. According to Forrester, more than 25% of firms will give importance to customer service in the next years.

Following the current digital CX trends can assist many firms in crossing their customers’ expectations. They improve their customer service and product sections through CX analysis.

Unfortunately, giving excellent customer happiness while keeping the customer expectations is difficult. To keep ahead of the competition, BPO firms are aiming to embrace the most recent CX technical developments. In this article, we will look at how the BPO business is growing thanks to CX tech developments.

How to Measure Business CX?

Customers communicate with the brand through an employee, a marketing message, or the product or service itself. This occurs through a variety of channels, including social media, your website or blog, advertisements, and emails.

CX is also quantified on a deeper level by having a talk with clients. The ‘talk’ they have with your sales agents or support team, whether by email, phone, or in person.

You can measure Customer happiness using several customer success methods such as the Net Promoter Score (NPS) and churn rate.

An NPS survey asks consumers if they are likely to recommend your company to others. The responses range from 0 to 10. (very likely). Respondents are as of the following types:

• Promoters (scores 9-10): Customers who will continue to buy and refer others, hence creating more growth.
• Passives (scores 7-8): Clients who are happy but not about their buying and are sensitive to competing offers.
• Detractors (scoring 0-6): Consumers who can harm your brand and its progress by word of mouth. Even a negative chit chat can effect the business scores.

According to Temkin, promoters are 4.2x more likely to buy again. And 5.6x more ready to forgive a firm after a mistake. In this 7.2x more likely to try a new product than detractors.

The churn rate is simply the number of customers that abandon you over time. For example, divide the number of clients you lost last quarter by the number of customers you started with. The part that results is your customer rate. If you started last quarter with 1,000 clients and lost 30 over the quarter, your churn rate is 3%.

You must determine why your customers churn and what you can do to prevent it.

CX Trends

 

Below given are some of the modern CX trends. These trends will keep on growing with the new technologies in the fields.

1. Implementing Habit Loop for Customers

Implementing a habit loop is one of the most common but proven digital CX trends. More and more companies use this technique to promote their products over the years. Customers are kept engaged in a range of digital channels that become a priority.

Smartphones and social media, and approaching through phone support are good instances of habit loop creation. The ping of a message prompts the user to check it. And more firms does the same nowadays while using several communication channels. By marking key items, a business can make their product more happy to end customers.

2. Omnichannel Customer Service

Creating multi channel customer service is quickly becoming one of the most popular digital CX trends. Most organizations are now mixing up all of their communication channels with CRM.

Brands must give importance to departments, functions, and teams that can work together perfectly and communicate in order to meet customer expectations. Customers today want more and real time replies from their favorite companies, which may be delivered via multiple channels.

3. Quantifying Differentiation

Brands always aim to pick out themselves from their rivals in order to become more visible in their target market. One method for making a brand more public is to its customers is to assess brand “Value”.

A brand can begin to measure the difference from a marketing standpoint while changing the way marketing activities have previously been carried out. A brand may develop a new image by doing things differently. It will help to create a new picture in the eyes of customers.

4. Live Chat Support: The human touch

Outsourcing firms such as Bobcares give quick responses to customers, regardless of the time of day. Thanks to the engineers across all contact channels. This ensures that the customers are always in touch with a professional.

The most common CX trend that has changed the level of customer service is live chat assistance. Customers need the ease and the familiar nature of getting quick replies from their favorite companies via AI-enabled live chat assistance.

5. Hyper-personalization

Nowadays, most organizations strive for being personal in all aspects of their services. This includes individual customer support, shopping experiences, product advice, price cut, and offers, among other things.

Hyper-personalization is an up coming digital CX trend that will help organizations convert themselves and service customers better than ever before.

Creating a complete client role and making content for each of them. Marketing automation may also be used to send trigger emails and messages to customers. The triggers depend on their choices and buying habits.

How Does Outsourcing Help?

The following are the top five advantages of customer experience outsourcing:

1. Predictable, easy costs.
2. Unmatched experience and professional help.
3. Technology with no overhead.
4. 24/7 coverage, 365 days per year.
5. Better risk management.

However, before we go into these advantages, let’s first define CX outsourcing. Let us look at the various CX options. And consider the modern day Customer’s connection with traditional contact center models.

What is CX (Customer Experience) Outsourcing?

A firm uses a third party service to manage its customer communications rather than its own in house workers. This process is known as CX support or outsourcing.

As CX has every stage of the buying nature of a customer. From marketing to sales to customer service and everything in between. Businesses can decide to outsource some of this work to contact centers. And call centers staffed by experienced customer service agents who use cutting edge CRM (customer relationship management) tools.

There are several methods for outsourcing your client experience. There are various customer centric choices available. It ranges from entire systems like Bobcares to options that will add to your present operations and contact centers.

Depending on your demands, you’ll need to research the advantages and decide which ones are most important to you.

Let’s take a closer look at each of the advantages now.

1. Predictable, Easy Costs

Let us begin with money and cents. Many firms decide to outsource because they realize that the costs are more in line with their resources. Although there are various solutions that reduce in house costs, outsourcing is not necessarily low cost.

Having an in house customer experience team will involve the payment of salary and perks. When you factor in the cost of on premise technology, leading, and overhead. In this case, you will have a big, fixed expense driving down the ROI of your CX every month. This might affect your total growth.

Companies usually pick NOW CX outsourced services because they replace the fixed costs with more easy pay as you go option. You only pay for what you need as you scale up and down. This ensures that you are always sized and costs less.

2. Unrivaled Skillset

Let’s face it: offering customer service through a contact center isn’t your primary focus.

However, it is all that BPO call center firms do. They’re also quite adept at it. Firms such as Bobcares have an experience of over 20 years. So opting for a firm with experience is important to move with the cx trends.

It might take you several years and a significant investment to educate your team of customer service experts. This is to offer the standards of customer experience that are always with your brand. And it might all be for naught if your top agents leave for others, as retention can be difficult.

Outsourced customer service will root deep into your business. They can do this in days with people that are used to being taught and trained. And, you have total control over the human resources available. So, you can hand pick and form a team to handle particular projects or high demand.

3. Technology platforms with no overhead

Contact center technology is growing every day. The recent COVID-19,  has pushed this to the front. With teams being forced to work remote and relying on technology to keep up.

Outsourced customer service removes the expense and complex nature of support communications. To pivot to a wholly new, you do not need to pull out legacy on premise systems.

BPO firms face the burden of new technology investment and changes.  You have to make sure that their contact centers have the most recent cloud based communication solutions. And that it can provide more ease, more options, and security.

4. Available to Customers 24 hours a day, 365 days a year.

Your clients today demand an exceptional customer experience at all hours of the day, every day of the year. In house contact centers are not always stable at this. It might be due to long standing labor practices or simply a lack to employ more shifts.

Outsourced customer experience meets these 24-hour employee needs by giving teams at your desire. They are available when you and your customers want assistance. These teams such as Bobcares have the ability to deal with all of your customers all the time. You can relax with customers having access to highly skilled individuals all around the clock.

5. Better risk management

Outsourcing systems such as Bobcares are known for effective risk management around the clock. Outsourcing your customer experience, like other BPO instances, allows you to manage risk. As we just saw with the COVID-19, health concerns may affect the whole firm.

A BPO call center, for example, may not be affected in the same way as the rest of the organization. And may be able to maintain operations while your clients are unaware of a problem.

Legal and human resource concerns are also subject to risk, or lack thereof. Phone support manages everything and, in most situations, protects you from actions and other problems. They’re an excellent partner to manage a wide range of hazards.

CX through outsourcing

No matter what sector you’re in, having a top notch, outsourced customer experience might improve your client experience and service.  It will also promote your firm’s overall development.

High-quality CX outsourcing may help your firm to create trust, avoid a negative review, and create more sales. It will enhance customer happiness, and increase revenue, whether you’re in health care, retail, or build.

How you treat your clients has the potential to make or ruin your business. Without looking at whether you have a large market share or superior items to your competition.

Staffing with 24X7 and 365 coverage when customers expect services all the time can be expensive with normal solutions. But a quality outsourced option such as Bobcares is always available.

In Short

To sum up, CX BPO services are getting more popular. More firms move online and strive to offer customer experiences that exceed customer needs. Customer care, phone support, Internet server management services, and other services are all provided by outsourcing firms. If you aim to provide your clients with exceptional customer service, we can assist you with all of your customer support needs.

A fantastic customer experience is important for every company’s long-term development. A pleasant customer experience fosters loyalty, aids in customer retention, and increases brand advocacy. Customers, not vendors, now have power.