Customer support that feels just like your in-house team
Excellent service is the key to a loyal customer base. When over half* of consumers believe that great customer service is more important than product price, delighting your customers could improve your profits. But when margins are squeezed and budgets are tight, how do you make sure you have the correct level of resource to manage enquiries across a range of channels?
That’s where OpenContact comes in. Our trained agents will represent your business wherever your customers try to contact you, whether that’s through live chat, email or phone call.
What is customer service outsourcing?
Customer service outsourcing is when you use a third party, like OpenContact, as an extension of your team to help you deal with your customer enquiries. The customer service specialists should represent your organisation as you would, giving them the best experience possible. At OpenContact, our professional and friendly team members will:
- Handle all customer enquiries, from delivery and returns queries to cancellations and refunds
- Answer live chats, emails, phone calls and social media messages interchangeably, depending on demand
- Use their training and knowledge of your company to ensure continuity between your in-house team and us – we aim for first-call resolution
How does OpenContact’s customer service work?
1. Decide when you need us
Our customer service agents are available across the week, including weekends and bank holidays, to ensure that your customers are never left waiting. We offer flexible options to cover when you need us most, including overflow and out-of-hours as well as trade peaks.
2. Choose the channels you need us to cover
We can deal with just one customer service channel, or you can choose our total customer contact management service so we handle all your enquiries wherever they come from. Our team is trained to use a variety of customer service software, so there’s no time-consuming implementation period.
3. Get detailed analysis and guidance
Once you’ve signed up with OpenContact and we’re answering your customer service enquiries, we can provide you with all the data and analysis to help you come up with a strategy to reduce unnecessary contacts and their associated costs. Plus, it’ll help you maximise customer satisfaction and retention rates.
