iSON Xperiences

  There has always been a lot of talk around the significance of human touch in the world of customer service. Technology has been able to provide the Business Process Outsourcers with new ways to make the customers and callers smile. Here is an example: predictive analytics have made it possible for the BPO service providers to predict customer problems before they arise. However, despite the presence of predictive analytics (and other forms of technology), it is the human touch that helps a BPO call centre to retain its customers in the long run. Embracing automation to leverage customer experience and satisfaction is important. However, it is the richness of human interactions that gives rise to a memorable customer experience. Chat with your customer/caller and listen to him patiently. He will open up to you. Here is why human touch is bigger than automation. A BPO Executive Deals with Humans A BPO executive deals with humans, i.e. customers. Therefore, it is importan...

Customer service is the key if you want to plant a smile on the face of your customers and callers. An efficient customer service unit will be required without fail if you want to create an everlasting impression in the mind of a grieving customer. Take it this way: problems and technical issues are bound to creep into the picture when a customer/caller starts using a product and/or service that he has bought. Customer service is important because the real work begins after a product has been sold. The customer will get back to you if he/she faces a problem while using a product or service. The key is to understand the consumer’s problems and get them sorted as soon as possible. Here is why customer service is important in today’s day and age: Customer Service is more Than Solving Problems Yes. Customer service is way more than just solving customer-oriented problems. It is also about providing the customers with the best experience while he is talking to you. All those who a...