Business
1. Give what customers want
2. Streamline digital channels
3. Maintain consistency 24/7
3 amazing tips for BPO Companies to win Millennial Customers’ Hearts
Nowadays, customers are
deemed as one of those primary factors that could give business the required
boost. To keep customers associated with the business, most of the
organizations provide phenomenal support services with the help of BPO
outsourcing companies.
There was a time when
impressing customers wasn’t difficult. But in this modern era, winning the
hearts of customers, especially the millennial ones has become an arduous task.
Unlike baby boomers, millennial customers expect quality, personalization,
promptness, etc. while availing support service from companies.
Another reason why it
is imperative to impress millennial customers is that they won’t waste much
time while writing negative reviews online. As a result, such reviews make a
direct negative impact on the business’s reputation.
That’s why it is
paramount for BPO firms to put their best foot forward while handling queries
of millennial customers.
Today, we are going to
talk about 3 amazing tips that would help BPO companies to win millennial
customers’ hearts. So, take a gander:
1. Give what customers want
The best way to win the
hearts of millennial customers is to provide what they want from you. That’s
why it is significant for BPO
outsourcing companies to offer ‘Self-service’ facility to customers.
Are you thinking that why
self-service facility matters to millennial customers?
Generally, when
customers make a contact to get desired resolutions, they have to wait at least
a couple of minutes, no matter on which channel they are communicating.
Customers often don’t get offended while waiting to get the solution of
intricate issues. On the flip side, customers lose their patience quickly when
they have a general query.
As far as millennial
customers are concerned, they don’t want to be dependent on anyone at least for
trivial issues, and that’s why they always want a self-service alternative from
companies. Industry reports also concrete this factor by revealing that 69% of
millennial customers prefer to solve issues on their own.
Apart from millennial customers’
demand, providing self-service option could be beneficial for BPO companies because
agents get more time to solve complex issues if fewer
support requests come.
2. Streamline digital channels
For the business’s
credibility, every customer service channel be
it traditional or modern matters. But if we put ourselves in the shoes of
millennial customers, it is pretty clear that digital channels are more
important. This is so because ‘Generation Y’ mostly contact companies by going
online.
Social media and live
chat are the two major support channels that witness maximum footfall of
millennial customers. So, it is crystalclear
that a quality customer service should be provided on such channels in order to
create a positive brand image.
However, BPO
outsourcing companies mainly try to reinforce the voice channel because it gets
preference from customers of all ages. To be honest, it is really a good
practice. But is suggested to streamline all those channels that are on the
favorite list of millennial customers.
We do have some vital
tips that would be helpful while optimizing social media and live chat support
channels:
For live chat:
· Tell
agents to type in moderate speed so that there would be no room left for typing
mistakes.
· Make
chat support agents understand the negative consequence of carelessly using
‘Caps lock’ key.
· Allow
agents to use emoticons during the chat interaction for the sake of elevated CX
levels.
For social media:
· Instruct
agents to stick to the point during the customer interaction for a swift conclusion. Consequently, this would help
to manage the total number of support service queries.
· Implement
the CRM system to provide personalized support service.
· Make
sure that all customer service interactions are getting ended on a positive note.
3. Maintain consistency 24/7
Most of the business
owners join hands with reputed BPO companies so that customers get unmatched
support service all the day and night. Practically, providing impeccable
customer service 24/7 with high consistency is so difficult. This is so because
the quality of resolutions somewhere depends on the volume of support requests.
Commonly, BPO firms
provide better support services at the night owing to fewer queries. However, the situation looks totally different
during the daytimeor business hours.
Henceforth, it is paramount for BPO organizations to maintain consistency
round-the-clock as that’s the way to impress millennial customers.
Here are a few suggestions that could be worthwhile:
·
Study customer feedback, and after that,
take an immediate action to weed out loopholes.
·
Solicit opinion from agents regarding
how to ensure swift deliverance of resolutions without compromising the
quality.
·
Manage workforce as per the volume of
support requests.