The COVID-19 pandemic has negatively impacted the way businesses used to operate. During the initial months of 2020, when World governments were analyzing the seriousness associated with the pandemic, thousands of businesses across the world had to close their offices with their employees working from home.
This sudden shift in working style and environment gave rise to a spate of challenges, customer experience consistency being one of them. Just like for all other business functions, when it came to continuing delivering delightful customer experience, small and medium businesses (SMBs) were hit hard.
However, it is critical to provide a consistent and reassuring customer experience during a crisis. This is the time when businesses need to let customers know that they are not forgotten, and are still as valuable as they were earlier.
In other words, providing a consistent customer support experience during a crisis (like the pandemic) is both a necessity and a challenge.
While big businesses have the budgets and the resources required to deliver a consistent customer experience while letting their employees work from home, most small and medium businesses don’t enjoy this luxury.
The solution to this problem?
At Flatworld, customer service outsourcing lies at the core of our competencies. Having been in the business of delighting customers for many years, we were well prepared to help our clients during the pandemic.
Here are a few of the ways we helped our clients continue delivering seamless customer support during the pandemic situation:
During the pandemic, outsourcing customer service needs to Flatworld emerged as a dependable solution for small and medium sized businesses.
With affordable pricing, combined with a workforce of highly trained and experienced customer service professionals, Flatworld Philippines is continuing to provide excellent customer service to its clients’ clientele.
It is common knowledge that outsourcing customer service to the Philippines is a great way to cut costs. However, the quality of service offered is always a point of debate.
This is where Flatworld Philippines differs.
Thanks to our experience in the customer service field, we were able to optimize our processes and systems delivering qualified customer experience services consistently. The best part is, we were able to do this while keeping our rates affordable. This enabled small and medium sized businesses to gain access to high-quality professional customer support outsourcing services without having to worry about the cost involved.
The systems and processes deployed by us at Flatworld Philippines also enabled us to efficiently manage the spikes in customer service requests that marked the beginning of the pandemic.
Ensuring high quality customer experience is all about optimization. When dealing with an unpredictable pandemic situation, the importance of optimization is enhanced.
Customers may have new concerns. They may need to be dealt with brand new solutions. The knowledge base may need an update. The customer service reps may need additional training to ensure efficiency at helping customers, despite working from home.
However, optimizing these aspects can be impossible without the right data. Flatworld customers can access this data from our real-time reporting system. The system is designed to help our clients gauge how well the current customer support experience is performing, in terms of engaging, delighting, and most importantly, helping customers.
The reporting system also enables our clients to keep an eye on the customer support reps representing their business from anywhere, at any time.
This ability to track performance in real-time, regardless of their location or time zone, enabled our clients to optimize the customer experience they were offering.
At the beginning of the pandemic and the global lockdowns, an interesting trend emerged. Thanks to the unsettling feeling in the environment, customer behaviour changed. Customers that preferred referring to a knowledge base suddenly wanted to speak to a human support executive. On the other hand, anxieties were forcing other customers to seek alternatives to phone based support.
Flatworld’s multi-channel call center services came to the rescue. Our team is not only trained in supporting customers over the phone, but also over email, live chat, social media, and live video. The accessibility to an omnichannel support infrastructure enables our clients to assure their customers that they are being heard. At the same time, it enabled us to provide our clients with data that they could use to further enhance customer experience, while also optimizing the cost of providing support to their customers.
At Flatworld Philippines, we understand well that our clients (and prospective clients) have customers with specific language and demographic needs. To help such businesses deliver support to customers during the pandemic, our team has remained ready to offer support in multiple languages.
Besides English, Flatworld Philippines offers customer support outsourcing services in a number of languages including (but not limited to) Spanish, French, Filipino, and Arabic. Moreover, since we offer support services 24/7, we are also able to cover multiple time zones.
The crux being, regardless of where or who your customers are, the Flatworld team is primed and ready to offer them seamless support. Hence our clients continue to deliver delightful and fulfilling customer experience, despite the pandemic situation.
The business and cost-related advantages of retaining employees are well-known. However, when it comes to customer support, high employee retention plays a significant role in ensuring a consistent customer experience.
To help our clients maintain a consistent customer support experience, we at Flatworld Philippines take employee retention very seriously. We value the talents and abilities of our employees. As a result, we are not only able to retain our employees, but also to keep them satisfied with their jobs.
With this philosophy, we support our clients with a workforce that possesses an in-depth understanding of their business and customers. Product familiarity and experience go a long way in providing high-quality customer support.
The pandemic has been difficult for businesses across most industries. As a provider of support services, we have focused on ensuring that our clients don’t have to worry about their customer service experience.
While COVID-19 did push a lot of business process support teams to their limits, Flatworld Philippines was, and is well equipped with the knowledge, tools and talents to help us and our clients come out of this pandemic unscathed. If you are looking for a reliable customer support partner for your business, or are looking into outsourcing customer service to the Philippines, get in touch with us.