The article aims to discuss key differences of customer service and customer experience and how focusing and improving on these two can unlock growth:
Customer Service Outsourcing: Customer Service vs. Customer Experience
The terms Customer Service and customer experience are used interchangeably. However, these terms both have distinct definitions and key differences. Read more on the concepts of customer service and customer experience and how focusing and improving on these two can unlock growth:
Customer Service
Customer Service is part of the overall customer experience. Customer Service is providing direct quick, responsive, and effective support and assistance to customers on their concerns. Customer Service Representatives in a Customer Service Outsourcing setup are responsible in providing the first point of contact of customers.
In Customer Service, there are specialized skillsets required in order to provide excellent and quality customer satisfaction and contribute a better customer experience. Skills such as active listening, and open and interactive communication, adaptability, technical capability, accuracy and attention to detail, nurturing client relationships and going above and beyond in delivering customer engagement and satisfaction are highly important.
Read our previously published article and learn more about the key customer service outsourcing skills.
Customer Experience
68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. (HubSpot)
Customer experience (CX) encompasses a customer’s perspective of a brand or product at each point of the customer journey. This is the result of the buyer’s overall journey and satisfaction. This means the scope of Customer Experience extends to the product or service usability, buyer platforms such as search, website usability or user experience (UX), content, general customer support, customer reviews, forums, landing pages, and cross-communication channels.
In order to maintain excellent customer service and customer experience, customer service outsourcing providers need quantifiable measures of customer service and customer experience. Key Performance Indicators that measure Customer Experience are also used in Customer Service such as Net Promoter Score (NPS), Customer Satisfaction Survey (CSAT), and Customer Retention Rate among others.
In our previous article we talk about key customer service outsourcing metrics that are essential in improving customer experience.
Connext Global Solutions provides Excellent Customer Service and Customer Experience Outsourcing Solutions
Connext Global Solutions offers the ultimate end-to-end customer service and customer experience. The company helps clients expand offshore by providing an excellent remote-ready customer service outsourcing model.
Connext Global Solutions handles customer service outsourcing talent acquisition, management, and training for you. The company has a comprehensive and meticulous training process to ensure key skills are adopted into the customer service outsourcing experience.
Clients can build their own team of outbound specialists and telemarketers whose tasks can range from answering incoming calls, probing, obtaining and verify information for incoming calls, answer billing, service status questions and other customer inquiries, and more related roles.
Connext is equipped with secure state of the art monitoring and technology to support cloud-based connectivity platforms and systems to ensure seamless operations.
Outsource Customer Service services to Connext today.
Gain a deeper understanding of the evolving customer service landscape. Visit our blog post trends in the Customer Service Outsourcing Market to explore how current trends are influencing the balance between customer service and customer experience in outsourcing.
