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Improve Your Customer Service with Smart Internet Outsourcing
Customers sit on the marketplace throne. They have, thanks to the Internet, access to large volumes of information about products, services, and companies. They decide what, when, and how they want to buy, and from whom.
Acquiring Customers the Easy Way
For home-based businesses, establishing a substantial customer base is a full-time job. Here are some ways to attract new customers:
~ Build a Web Site. The Internet has opened the doors to more opportunities to reach customers. Yet to get their attention you need a top quality, glitch-free, easy-to-navigate web site, even if it is just to provide information. Building and maintaining a professional web site requires considerable expertise.
~ Generate Traffic. To get your site noticed you may have to buy your way into web searches. Search engine firms charge companies who want to be ranked higher on search results. In return, web site traffic, leads, and sales may, but are not guaranteed to, increase.
~ Continue Offline Efforts. At the same time you must still budget for traditional, yet effective, marketing methods. These include directory listings, print and broadcast advertisements, business fairs, and telemarketing. There is no predicting which channel customers will choose to reach you.
~ Be Prompt and Personal. Not surprisingly customers expect that their calls and e-mails must be answered ASAP and 24/7; they do not want to be sent to voicemail or e-mail jail. Small companies have lost business because they did not have people to pick up the phones.
Hire the Help You Need
Building strong customer relationships requires significant investments of time and energy — two commodities you are probably lacking as a home-based entrepreneur. To connect with customers, consider reaching out to contact center outsourcers. They supply customer service, sales, support, and order entry. Some will also provide telephone and e-mail answering and triage; they will notify you of, and forward, important messages.
Other services outsourcers offer are credit card processing and product shipping and fulfillment, including returns management. There are outsourcers that can help you reach specific markets, such as Spanish, French, Chinese, or other non-English speakers, and customers in other countries.
Here are the key benefits of using outsourcers:
~ Availability, when you need them. Outsourcers can be there for you 24/7, manage overflow contacts when you are tied up, answer your lines evenings, weekends and holidays, and take calls and e-mails during emergencies. They can quickly add staff to handle product launches, advertising campaigns, special promotions, and seasonal demand.
~ Cost savings. You hire these firms only when you need them; you avoid paying for idle employees and tying up resources for equipment and office space.
~ Marketing assistance. Outsourcers will help you market or sell your products or services, or qualify leads that will be worth your time pursuing. These firms will help you target your campaign to reach likely customers. Employees are expertly trained to get through to buyers and present persuasive offers at the right moment.
Selecting the Right Outsourcer for Your Business When deciding on an outsourcer ensure there is a good fit between their business and yours. Ask questions including:
~ Are their prices and services exactly what you are looking for? Has the vendor worked with companies, and on programs similar to yours?
~ Does the outsourcer have low staff turnover, a varied customer base, and a successful track record?
~ If you plan to rely on an outsourcer as your backup, ask about their disaster response methods. You must be satisfied that they will service your needs, no matter what.
Outsourcer size and capability varies widely. Most of the larger firms have the latest technology, but can demand high minimum volumes or charge more. Other very capable outsourcers, especially answering services that have evolved into contact centers, are much more flexible and have lower minimums. They typically have small facilities, which enable more personalized service. Some own multiple networked centers, which provide significant scalability. These firms are usually entrepreneurial. They can relate well to you and understand your specific needs. With the right knowledge and with suitable partners who can fulfill your needs, your business will satisfy your customers and grow. HBM The AnswerNet Network, www.answernet.com, is the world’s largest telemessaging firm and a leading contact center outsourcer. AnswerNet handles telephone answering, order entry, sales, lead qualification, and other customer management functions from 55 networked contact centers and two fulfillment centers. Previously published in the February 2007 issue of HOME BUSINESS® Magazine, an international publication for the growing and dynamic home-based market. Available on newsstands, in bookstores and chain stores, and via subscriptions ($15.00 for 1 year, six issues). Visit www.homebusinessmag.com |
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