The last twenty decades have seen rapid development and advancements in the IT industry. This is attributed to the fierce competition among businesses to gain more market share as compared to their competitors. In this light, many business process outsourcing units have followed various steps to refurbish their client’s traditional processes. This has enabled them to increase customer participation and serve their clients in a better way.
New Customer Engagement Model
In an attempt to develop strong relations with the users, customer engagement is rapidly gaining traction. Servicing customers has become an inbuilt part of every business. The companies aim at establishing interactions with both the external and internal contacts. This can last from a few seconds to hours. In such a community, is it true to say that peer-to-peer user interaction can significantly reduce the necessity for a traditional one-to-one customer support service? To answer this, many companies using the collective knowledge and wisdom of a professional service provider to build a community where customers promote a company’s brand among themselves are able to help their clients in achieving greater operational efficiencies, which in turn, drive their financial outcomes.
Let me take you through a few rules of customer engagement:
Trust: It is generated delivering as per the promise. Hence, it is important for the companies to correctly set expectations so it does not fall-out and impact the customer retention strategy.
Response Time: It is critical for businesses to provide fast and prompt services to customers to reduce their response time. This enables firms to address consumer issues while offering a wide range of services to them. To develop B2B (business-to-business) relations, many organizations are increasingly following collaborative technologies, such as virtual P3 (peer-to-peer problem) solving communities. To communicate with a large user base, e-mail is still the fastest and reliable way of notifying and generating awareness.
Technological Advancements: By using the latest technology, call centers are able to deploy one-to-one customer support models, including web-enabled services. This enables clients to trim-down their service costs while increasing interactions in the social community. Industry experts believe that social communities not only save a company’s resources but also help in the swift query resolution by providing access to the relevant information.