Glossary

What is Customer Contact?

Customer Contact is the process of handling a query of the customer before, during, and after the purchase of any product or service. It is the process of resolving customer’s issues and providing them with an appropriate solution, crafted with excellent call center services.

Customer contact services are necessarily backed by call center services but may also have email and online ticketing systems. The other forms of customer complaints resolution aren’t as quick as the call services so customers exclusively look for call support when buying a product or service.

Why customer contact is a necessity

The success of a business is a result of its relationship with the customers. These customer contact centers help organizations maintain a thriving relation with the clients and narrow down attrition.

Customer care services are intended to provide the best user experience to the clients and retain them in the short-run as well as the long-run goals. But for the success of these services, it is vital to get a call/message from the customer. When a customer reaches out and asks for assistance regarding any issues that will be known as customer contact.

As vital as it sounds, customer contact is the starting point of the services Customer Care offers. From this point, it is up to the customer care professionals to assist the customer and offer satisfactory services. Based on these services, the customer can be persuaded to repeat their order and enhance the overall brand image.

Being prepared for customer contact is vital for customer care professionals. Though the chances of facing an unexpected query are very high, professionals can still be prepared and offer the best services possible. Firstly, it's crucial to know the product and the services thoroughly and answer any possible question coming from the customer about the service they have opted for. Working with trained staff and frequent training sessions helps the organization to achieve the organizational goals and offer greater value to their customers. Being polite, and thankful to the customers also help relationship management. Lastly, getting positive feedback from the clients also shows the trust your brand has built by delivering valuable services.

It is important to know that to make the most of the customer contact, every professional should fulfill three basic criteria. First, they need to be professional in their dealing with no compromise on the business ethics and the principles of your organization. Secondly, every professional dealing with the customers should practice patience and polite behavior. Nothing hurts a business more than rude and arrogant staff. Understand if the customer's anger is genuine and if not, manage them tactfully, without being rude or unprofessional. And lastly, remember customer care starts with the word “customer”, so always keep them first. The customer-first attitude is the key to creating and maintaining a formidable brand image and family of happy and repeating customers.

Customer contact can help companies to enhance their growth and improve their relationships with customers, resulting in the fabricated digital images through online reputation management. Here is where the need to outsourcing contact centers arises, as call center BPO is efficient in handling customer requests to the best, with its well-drafted call center outsourcing services.

Advantages of customer contact in a nutshell

A good customer contact benefits your business with –

1. Better customer satisfaction – satisfied customers recommend your product and services to others. Word of mouth helps other potential customers build trust and is one of the cheapest and best methods of marketing.

2. Clients renew services – an unsatisfied customer will eschew elsewhere and happy customers will buy from you over and over again. Customer contact centers ensure that consumer queries are heard and dealt with properly, ensuring happy clients and lower attrition.

3. Better upsell – for what it’s worth, customers are willing to pay more for a product and associated services. Upkeeping a great contact center will help up your chances of upselling and pitching higher services to your existing customers. As per Statista, businesses that maintain a grievance or customer complaint cell made 30% more upsells than their competitors.

In closing

Contact centers do not come cheap. For businesses that run on a shoestring budget, the capex is often too much to bear.

For a small fee, you can instead outsource your contact center with Go4customer. We’ll ensure that none of your consumer queries go unheard whilst providing them faster and more accurate resolutions in real-time.

Want to setup a customer contact center? Set up with Go4customer.