How Outsourced Call Centers Use WhatsApp for Better Customer Support

Given the popularity of messaging services, businesses are using these platforms for their expansion. And if we talk about WhatsApp, it is the most popular communication channel with over 2 billion users worldwide. Its highest selling point is the instant message mode with room for images, videos, documents, and calling.

Lately, WhatsApp has also released the business version that companies use to reach their customer base. Its appeal lies in its low-cost features and wider global access. Outsourced call centers thus leverage its use in customer care and services for businesses.

Let’s have a look at how WhatsApp is used by inbound call centers as customer care support:-

1. WhatsApp is used as an instant communication channel where customers engage with the live agents without requiring to browse the website. Customers get responses to their queries with swift and prompt action. It represents a communication channel that is readily available and accessible to the customers. It thus is an easy-to-use platform for customer engagement.
2. Call center servicesprovidechatbot integration with WhatsApp. Chatbot integration helps to automate answers to questions put up by customers. It helps to streamline the tasks assigned to agents as they utilize this time for other crucial issues that need their attention. Chatbot with WhatsApp also sets up greeting or away messages for customer information.
3. WhatsApp is easy to use in bot + agent integration maximizing the speed of incoming traffic from customers. The bot helps to resolve simple queries of customers, and when they require an agent to solve their issues, there is an easy transfer between the two. Chat history of the customer is available to the agent for providing quicker resolutions to customers.
4. WhatsApp is easy to tailor for Ticket System in customer queries. Outsourced call center agents can organize customer details and history with precision and speed. It enhances responses to customers with a personal and custom approach.
5. Multimedia formats like images, videos, documents, gifs, and voice notes are shared easily with this platform. Inbound call centersheavily use it for promotional and marketing purposes. It is also effortless to extract surveys and feedback from customers without being intrusive. Calculating NPS is a hassle-free exercise with WhatsApp messaging platform.
6. Group messages are a breeze with WhatsApp. Call center serviceagents target consumers with similar interests through group target campaigns. It makes marketing products and services a straightforward procedure. Moreover, WhatsApp is also helpful to inform customers about product-related information, delivery status, reservations, or post-purchase inquiries. It is thus a more customer-centric platform for businesses.
7. It streamlines the process of agent management in outsourced call centers. Dashboards are easy to maintain with access to reports of every support group. It helps to assimilate real-time analysis, pending tickets, or any other delayed issues, thereby regulating the performance of the staff.
8. Inbound call centers use the WhatsApp platform for internal communication between various teams. They can create groups based on different team managements. Members within the same or different teams can easily communicate with each other. WhatsApp helps to bolster internal communication between members and teams, which in turn enhances customer care services.
9. WhatsApp is also a great channel with multilingual and bilingual support. Call center services offer customer support in many languages and, WhatsApp makes it a seamless exercise to communicate with the customers in their preferred language. It thus enhances customer relations, as customers get the services in a language they are comfortable with. With minimal miscommunications, customers feel satisfied and, businesses get their loyalty in return.

If you want a global reach for your business, then it is a must to have WhatsApp customer support. Many outsourced call centers are way ahead in using all the modern communication platforms in their services. Find a  call center service provider that best aligns with your business goals and helps increase your profits each passing day. WhatsApp is crucial customer support with a comprehensive scope and greater customer satisfaction.

5 Benefits Your Business Will Experience If You Outsource an Overseas Call Center

Call center outsourcing is the norm these days and, why not? They serve the customer care needs of businesses more efficiently and on time. There are various types of outsourced customer care services. And businesses primarily choose anoverseas call center partner to operate their customer care. An overseas center is different from an on-shore and near-shore call center. On-shore centers are established in the same country where the business is located and, near-shore means located in a nearby country with a similar time zone.

It makes us question, what is an overseas call center? And how is it any different from other outsourced call centers? 

Well, an overseas call center is a customer services provider that operates from another foreign country where its running costs are low. They offer diverse, economically viable services with 24×7 staff and provide multilingual support with English. Most of them are located in India, Brazil, and the Philippines, which are the hub of these call centers.

Overseas call center outsourcing has many benefits for every type of business.

Here we have listed some of them to help you make the right choice while choosing one.

1. Low Operational Costs: One of the significant benefits of an overseas call center is the low cost of the services. Most of the time, outsourcing services from an on-shore team is more expensive. But you get the same services at much lower rates when you use the services from foreign shores. The expenses and employment costs are comparatively much lower because of the low cost of living in that particular country. It is thus a wise decision in terms of economic benefits. You can use those resources to improve your products and services instead.

2. Multilingual support: In these global expansion times, language support is very crucial for effective customer care. And overseas outsourcing services leverage it by offering multilingual support in popular world languages. They hire agents specifically with language skills so that customers the world over do not face communication problems. It improves customer relations and enhances their satisfaction.

3. Overseas Maintenance: Call center outsourcing with overseas centers invest heavily in infrastructure required for maintenance of the center. They use the latest technology and tools, up-to-date software, and state-of-the-art office space for the smooth operations of call center services. When you outsource their services, these mandatory requirements are fulfilled by them. You do not have to invest yourself in any kind of maintenance. Moreover, they ensure strong security measures for any data breach of your valuable information.

4. Flexible Scaling and 24 Hours Services: Overseas call centers also have the benefit of working at different time zones. Due to it, your business gets the services round the clock without losing any opportunity. Your customers are taken care of during after-business hours in your home country. They also have flexible scaling solutions, wherein you can scale the staff up and down as per your business needs. This facility comes in handy when your business shows a growth spurt or runs low. It is also helpful during higher seasonal call volumes like holidays or the new year.

5. Trained Staff: Agents working for an overseas center are sensitized about the cultural differences of countries they are working for. It includes mannerisms, language intonations, and local slang prevalent there. Call center outsourcing providers train them about the products and services of your company so that your brand persona remains unaffected when customers call for queries. So before you consider partnering with an overseas vendor, make sure to look for these benefits and whether they align with your business goals.

You can also contact us at LiveSalesman for overseas call center services. Our teams are proficient in the management of customer care for global companies. With 24x7x365 days customer care solutions and multilingual support, your business is bound to make an impact with satisfied customers and improved ROIs. Our experience in call center services makes us the perfect choice for your customer care needs. Feel free to call us at LiveSalesman. We are happy to serve you with the best.

How Outsourced Call Center Services Streamline Customer Care for Travel Industry

The travel and tourism industry has changed a lot with the technological revolution. From flight bookings to hotel reservations- everything is done online. Travel involves up-to-date information and relevant resolutions, where the journey should be as uncomplicated as possible. It is here that call center outsourcing companies provide customer care with multilingual support for the travel Industry. It is an essential service for travel companies as it simplifies the complicated travel processes of tourists. 

Here we enlist the ways call center services streamline the operations for the travel industry.

1. Travel is a personalized experience. And travelers expect custom and exclusive services from travel and tour companies. When planning to travel, customers expect clear information about flights, hotels, and transportation. They want their travel and stay to be hassle-free. And call center agents help to enhance this aspect of customer care. They assist customers with bookings, reservations, cancellations, pricing, transactions, travel packages, discounts, lost-baggage support etc. By giving up-to-date and relevant information, they help customers make the right decision. Their assistance ensures systematic services to customers at every step and increases their trust in your services.
2. Data collection and analysis is crucial aspect of every business. In the travel industry, it is important to analyze the habits like flight preferences, hotel and resort selections of the travelers. Call center outsourcing companies collate all the data for you so that its analysis will help you to improvise your services. You will be able to gather the valuable preferences of your customers and thus deliver them with relevant packages. Outsourced services make data collection and analysis easy for you as it is a time-consuming task that will take the bulk of your valuable time.
3. Outsourced call center services have the requisite hardware and software to offer omnichannel support to customers. They use all the major platforms to make the customer care journey as smooth as possible. Phone, Email, SMS, Social Media, Live Chat are the channels to communicate with the customers. Omnichannel experience combines different communication channels for a seamless customer journey. It implies that a customer engaging through phone can receive related info through email or chat. Call centers invest in dedicated infrastructure for omnichannel support, thus, making it an economically viable solution.
4. Agents in call center services are well-trained and equipped to manage travel customer care. They get professional training specific to your business niche. They are updated about the services you provide, details about flights, accommodation, transport, recreational centers, etc. so, that customers inquiring get the latest information. Before taking over the customer support for the travel industry, they undergo necessary induction programs and inter-personal skill training for easy on boarding. Your customers are not able to draw the line between your company and the outsourced agents working for you.
5. Call Center outsourcing companies have access to diverse language talent pool. They hire agents proficient in popular world languages for enhanced communications and global appeal. Multilingual support helps to ease the communication gaps that customers might encounter. Their inquiries, complaints, or demands are listened to in the language they feel comfortable. And when customers get top-notch care, it ensures their satisfaction with your services. 
6. Efficient customer care is the need for every industry. And Outsourced customer support is already offering streamlined services. With their expertise, they bring out the best in your business. They take away the bulk work and leave you to focus on your business expansion. Moreover, round-the-clock support is necessary for the travel sector where fluctuations in travel schedules and change of plans or places is the norm. Call center services,therefore, provide 24x7x365 days of customer care support so that your business doesn’t suffer.​

As you have seen, Call Center outsourcing services offer superior customer care with 24×7 multilingual support that is high quality and economical. You also get a boost in customer satisfaction and superior ROIs. Your brand image strengthens over time, establishing your travel company as a market leader. Before going for outsourced services, do your market search and choose a partner best in alignment with your business goals. Rest assured, your business will taste success at every step.