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BPO SERVICES FOR CUSTOMER SUPPORT
BPO SERVICES FOR CUSTOMER SUPPORT
Supporting, enhancing, and streamlining your customer journey
For most companies, the customer service representative is the first point of contact for their customers, making it the most essential. Reputations can revolve on your resolution quality, ticket response time, and quality of service. Due to the increase in demand, small to enterprise businesses need to fulfill this demand in a cost-effective, scalable manner. Outsourcing provides the perfect sustainable solution.
Help your business to:
Increase retention and customer loyalty
Serve your customers and processes within your SLAs
Escalate crisis support
We combine the latest technology with world-class training and quality management. Our workforce models provide you with a scalable, high-quality, cost-effective solution, capable of responding to increase and decreases in demand.
Our 10 years of expertise has seen us leaders in BPO customer service sectors such as:
Ticket Support and response
How our BPO services delivers value
We deliver services in multiple languages across global locations with scalable coverage. Your customers are often global, making your channels diverse and highly demanding. Your response and support team needs to be the same or better to deliver true customer satisfaction. We have the ability to integrate into your existing systems as part of your existing team or as a standalone division. We can deliver part or end to end service, across the entire customer journey; lead generation, acquisition, customer support, social media support services, operational processes, and marketing services. All of this allows you to concentrate your time and energy on core business practices.
Our expertise and experience in multiple fields and systems such as agile and scrum methodology, Zendesk support, API integration, CRMs and database management, allow us to continuously improve and automate your services for you - not just supporting your needs, but enhancing the systems and the process.
Audio and Voice
Audio (Phone or VoIP) and Voice is a valuable tool for an effective customer experience – especially for high-touch engagements. We offer voice support in numerous languages and have experience providing this for high-profile clients.
Live Chat Support
Live and asynchronous chat are fundamental channels for cutting-edge customer service. Customers are online all the time, so it’s important that support offerings are too.
What is a Live Chat Support Agent?
Live chat is one of the fastest growing onsite support systems. Live chat agents provide immediate interactions with customers to create higher retention and conversion rates as the customer does not have to leave the site or wait for an email response. A live chat support agent is responsible for answering inquiries and assisting customers with your given chat software.
What Does a Live Chat Support Agent Do?
Live chat support agents work at the same level of understanding and technical proficiency as email support agents. They are trained in company scripts, SOPs, and product knowledge, enabling them to respond to customer inquiries in real-time. Live chat systems have proven to increase customer conversion and improve web rankings, giving your customers an immediate welcome or solution to their needs. This sets you above from typical chat bots with automated responses. Chat agents perform meaningful conversations with customers that drives leads and upholds your position of authority.
In-App and Ticket Support
Apps now dominate everyday life. Shopping, gaming, news, entertainment, all are on demand. More often than not, the customers first point of engagement from within an app is the support section. We offer in-app support to help interact with consumers, provide information and escalate issues.
Inbound Phone Support
What is an Inbound Phone Support Representative?
Inbound call center services are an essential part of the customer experience. An inbound phone support agent receives incoming inquiries, service requests or complaints and provides
Email Support Agent
Whats an Email Support Agent?
Email-based communication is an integral part of business, and with the continued rise of intelligent email automation and onsite interactions, email management is now a full-time job. An email support agent provides direction, responses, support, and escalation, to
What Does an Inbound Phone Support Representative Do?
An inbound phone support representative spans the customer care and sales division, helping to resolve issues and support the customer decision making process. They will document and log all interactions, help the clients position of authority within the industry. They must answer calls efficiently, minimize wait times, fuse technical and product knowledge to solve issues and answer customer questions. An inbound phone support representative will, of course, have excellent language skills and maintain a consistent standard of service.
answers or resolutions. They have the skill, product, and technical knowledge to deal with the call personally or, if necessary, escalate the call to a specialist. Phone support representatives are often the face of the company. They are the first point of contact for many customers and therefore, need to relay the company's voice, quality of care, and professionalism.
customer's inquiries and issue. They are capable of conveying the company information and carrying the corporate message. No customer should be left waiting for email responses, and email is still one of the main forms of first contact.
What Does an Email Support Agent Do?
Working with SOP’s, scripts, or established knowledge-bases, the email support agent can rapidly and precisely deliver answers, support and technical advice to your customers directly. They are responsible for handling multiple forms of inquiries and for the organization via your given preferred software. With any international business, email support should never stop. Email support agents can respond at any time day or night, removing the concern of timezones, or out of office hours crisis management.
Customer Service Manager
What is a Customer Service Manager?
Overheads are still the number one cost for most companies and the number one reason impeding growth. BPO’s provide the perfect solution to these issues by providing cost-effective skilled customer service representatives is many areas. Allowing you the time and financial flexibility to concentrate on your core services and grow your company. These resources need to be managed to maximise their efficiency and maintain the desired metrics. A Customer Service Manager, also called Team Lead, manages a team of dedicated Customer Service Representatives (CSRs).
What Does a Customer Service Manager Do?
A Customer Service Manager is responsible for the performance of all CRSs. This includes hiring, training, performance analysis and competencies. They maintain a daily understanding of the tasks and responsibilities, organize schedules, and controls the operations of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives. As a manager, they also must provide after-sales support to customers, handle high-level complaints, requests for refunds and other feedback. They are also tasked to deal directly with customers of difficult case escalation.
Pure Moderation has been a tremendous asset to our customer support.
- Abby Hollar
Customer Support Manager - Udemy
REQUEST A FREE TRIAL
At GEAR inc. we realize that outsourcing is a big step to take. Contact us today to discuss your specific needs and take advantage of our free consultation and trails. Test our years of experience and develop trust, enabling you to take advantage of workforce flexibility, scalability, high-quality and low-cost production.
Skylight Building, 125D Minh Khai, Hanoi, Vietnam E:
US:+1 (415) 992 7739 JP:+81 50 5806 0780 VN:+84 24 3972 8621 AUS - NZ:+84 24 3972 8621