Read on to tap into two impactful outsourcing strategies to consider this year… 

 

It's widely recognized that engaged customers are key to boosting revenue – in fact, they tend to spend about 23% more compared to others. Tapping into customer engagement outsourcing solutions is a strategic move to enhance customer experience (CX) and in turn, increase loyalty and spending.

 

Consider this: about 91% of customers are likely to shop more after a positive experience. This highlights the significant return on investment (ROI) potential from customer engagement strategies. Yet, figuring out the best approach to maximize your team and resources for impactful customer engagement can be a challenge.

 

Here’s a look at two impactful outsourcing strategies to uplift your CX this year:

 

1.  Transform CX with Business Process Outsourcing (BPO).

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With many sectors facing skilled labor shortages, the quality of customer experience can suffer. Your in-house team might lack certain skills, or you may need extra hands to ensure consistent, high-quality customer service.  BPO can be a game-changer in these scenarios. Despite some misconceptions, BPO can be highly effective in achieving your CX and other key performance indicators (KPIs). 

 

A good BPO partner can offer:

 

• Specialized CX expertise and industry best practices without the learning curve.

• Instant cultural alignment in creating a unified, branded experience.

• 24/7 global support, ensuring round-the-clock customer assistance.

• Multilingual services, catering to a diverse customer base.

• Scalable and flexible staffing to handle peak periods efficiently.

• Enhanced efficiency and faster resolution of customer issues, boosting customer satisfaction (CSAT) scores.

• Specialized industry support, improving overall support quality.

• Rigorous quality assurance standards to maintain high interaction quality.

• In-depth CSAT surveys, providing actionable customer journey insights.

• Advanced tools and tech, like Chatbots and CRM software, to refine customer interactions.

• Clear and predictable cost structure.

 

2.  The Role of Artificial Intelligence (AI) in Customer Engagement.

Incorporating AI into your customer engagement strategy can significantly enhance personalization, efficiency, and satisfaction. AI can be integrated through BPO services or independently to automate repetitive tasks.  AI technology can meet customer needs efficiently, often without the need for direct human interaction. 

 

Here are some ways AI can be leveraged:

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• Predictive Analytics: Use AI to forecast customer preferences for targeted promotions and upselling.

• Sentiment Analysis: Proactively identify customer issues and areas needing improvement.

• Virtual Assistants and Chatbots: Reduce response times for routine inquiries, freeing up agents for complex issues.

• Automated Feedback/Surveys: Gather insights to inform data-driven decisions.

• Workflow Automation: Streamline processes like billing and order processing.

• AI-driven Self-service Portals: Offer customers instant access to information and self-service options.

 

Getting the Right Support for Customer Engagement Outsourcing in 2024

Choosing the right customer engagement solution, be it BPO, AI, or a blend, is crucial. It’s essential to align any outsourcing with your overall CX strategy.  t2B EXPERTS, powered by Bridgepointe CX is here to guide your CX strategy and technology needs.  With a proven track record of more than 2,500 successful customer experience (CX) projects for prominent global brands, our in-depth industry expertise is your key to unlocking top-tier CX.  We don’t just advise — we actively engage in every step, from crafting the initial strategy and designing innovative solutions, to streamlining the entire evaluation and procurement process. 

 

Our low-cost, high-output rapid assessments on benchmarking, AI and BPO readiness can deliver the actionable data you need to take your CX next level.  Let’s start a conversation to explore how our comprehensive approach in collaboration with your team will help you achieve top-tier CX!