Omni-Channel Customer Service Solutions 

Providing omni-channel customer service support to your customers ensures they can reach you through the channel of their choice. From live chat to self-serve solutions, your customers want to have a seamless customer experience with your brand. Contact center omnichannel services, or call center omnichannel services are extremely valuable. An omnichannel service contact center, or omnichannel service call center provides a much more robust solution than simply delivering one service. If you choose to outsource omnichannel support, you improve the overall customer experience. 

Outsource Omnichannel Services

When you outsource omnichannel customer service to an omnichannel solution provider, you are more likely to see improved performance in areas such as customer satisfaction because customers can choose which channel with which they want to contact your brand. Omnichannel customer service providers prioritize the customer experience with every interaction to improve customer loyalty and retention. Omnichannel support is also known as multi-channel support.

Customer Service Chat Solution

Chat is a core CX channel, allowing your customers to interact with you at their convenience. Chat customer service teams can address concerns, save the sale, and drive customer loyalty all while maintaining your brand voice. Having an exceptional customer care chat solution can increase your Average Order Value (AOV), reduce Cost per Contact (CPC), and increase overall Customer Satisfaction (CSAT). 

Live Chat Customer Service Solution

Live chat can be facilitated through CRM-built tools or third party client tools. Live chat customer care can also come in the form of proactive chat solutions or dynamic chat deployments, optimized for standard desktop and mobile functionality. Non-standard chat platforms also may be leveraged, for example Facebook Chat or a brand’s in-app chat support. 

Proactive Chat Solution

Proactive chat provides live chat team members (and/or automated chat tools) proactive chat assistance to website visitors, resulting in more engagement and boosts to online sales. Proactive chat customer service allows the customer service team to get in front of the issues that frustrate customers by triggering a proactive chat conversation when website visitors meet certain criteria. For example, if a customer had previously filled their cart but logged out before making a purchase, a chat conversation would be triggered. 

Reactive Chat Solution

Providing a “click to chat” button on your website allows customers to engage in a reactive way with your customer service chat team. Customers who click the chat button receive instant live chat assistance from a customer care team member. 

Outsource Chat Support

Call center chat services, also known as contact center chat services, have become a necessity in the contact center industry. A chat service contact center or chat service call center is an expert in providing chat customer service for your brand. Many brands take this option and outsource chat services to a chat solution provider or chat customer service provider. By leveraging a chat solution contact center as a means to outsource chat customer service, your customers can receive instant responses to all of their queries. 

Customer Service Voice Solution

Voice customer service, also known as phone customer service, is an essential customer care solution. Voice customer care can be inbound voice customer service or outbound voice customer service depending on the needs of the client. In voice customer support, it’s important for customer support agents to assist your customers without following a script, while maintaining alignment with your brand voice. 

Voice Customer Service Technology

To enhance the quality and efficiency of voice customer support interactions, a variety of different customer service technology solutions can be implemented. This includes cutting edge IVR technology, Automatic Call Distribution & Routing, and Artificial Intelligence technology. An AI solution paired with trained customer service associates can deliver automation of redundant, static workflows. Call types such as Where Is My Order (WISMO) can be more automated, reducing Average Handle Times (AHT).  

Contact Center Voice Services

Providing call center voice services is the most basic and important service to provide as a voice service call center. Many brands choose to outsource voice support or outsource voice services to a voice customer service provider or voice solution provider that has expertise in voice customer service. If you outsource voice customer service to a voice service contact center or voice solution call center, you can trust that the voice solution contact center will perform voice customer care well, given it’s their specialty. 

Customer Service Email Solution

A responsive email customer service program is key to a successful multichannel customer service solution. By leveraging your customer data, customer service email specialists provide customers with the answers they need, resolving issues as quickly as possible.

Contact Center Email Services

As a BPO, providing call center email services is a great way to support your brand partners. Brands who outsource email support can improve productivity by leveraging the expertise of an email solution provider. If you outsource email services, the email service contact center will train their agents to provide exceptional email customer service. When you outsource email customer service to an email customer service provider, they leverage the right tools and technology to ensure your customers receive high quality email interactions consistent with your brand voice. 

Email Customer Service Technology

In addition to being trained on an email management platform, email customer service agents can leverage an artificial intelligence solution to improve email response efficiency. AI tools can help agents select email responses with the highest probability of First Contact Resolution (FCR) and draft responses that contain the most accurate and relevant information. 

Customer Service Self-Serve Solution

An efficient self-service customer care solution can increase customer service personalization and deflect call volume. A custom Self-Serve interactive voice response (IVR) can enhance the customer experience for your customers. Self-serve customer service may also involve customers going to a community forum to find information that helps them troubleshoot, or accessing a self-service portal. 

Contact Center Self-Serve

A call center self-serve solution helps customers get the information they want on their own time, without even having to engage with a customer service agent. Self-serve customer service helps deflect volume of frequently asked questions to be handled as a self-serve solution rather than by a customer care associate. Self-serve contact center support is extremely valuable as you don’t want to bog down your customer service associates with questions that can be dealt with in a self-serving manner. 

Outsource Self-Serve Support

When you outsource self-serve customer service to a self-serve customer service provider they can help you develop an IVR and workflow that serves your customers best. A self-serve solution provider can improve the customer experience by reducing call and email backlog. Self-serve call center support is especially helpful for interactions such as checking loyalty points. 

Customer Service Social Solution

Social customer care solutions include social community monitoring, social media moderation, social media engagement, social care, risk management, and insights. A social media management solution can involve a variety of social media customer support tools. Social media monitoring, or social media support, also involves real-time content moderation across social platforms. 

Customer Service SMS Solution

A customer service text solution or customer service mobile solution makes it possible to text-enable toll free and business numbers for sales and service, providing a more convenient and personal customer service interaction for customers on the go. Text or SMS support can also come in the form of in-app support.

Contact Center Text Services

Call center text services are also known as contact center sms services, and can be delivered internally or you can choose to outsource text support to a text service contact center or sms service contact center. Providing this type of sms customer service requires excellent use of workflows and attention to detail. Given not all companies are experts in this type of service, many choose to outsource sms support to an sms customer service provider or sms solution provider.

Outsource Text Services

Choosing to outsource text customer service to a text customer service provider or text solution provider can help you streamline and personalize your call center sms services. If you outsource sms services to an sms solution contact center, they handle the setup and workflows to ensure your customers get the personalized service they deserve. 

Customer Service Back Office Solution

Back office customer support is often leveraged during the start of new projects or when seasonal contact volumes deflate. Back office customer service tasks may include fulfillment, website and process usability testing, marketing & competitive intelligence, fraud detection, and list scrubbing.

Contact Center Back Office Services 

Call center back office services can help make those tricky back-end tasks a lot more seamless. When you outsource back office services to a back office customer service provider, you can enhance productivity and efficiency for back office customer service support. Many brands these days are choosing to outsource back office customer service, or back office support to a back office solution provider. Back office customer service

Customer Service Security 

Customer service fraud detection helps protect your brand. From eCommerce fraud monitoring to handling insurance and settlement claims, fraud detection services are an important line of defense for your brand. 

Customer Service Content Moderation Solution

Content moderation teams flag, escalate and remove content that violates your community guidelines, including photos, text, and videos. Content moderators protect your brand community from harmful content. A content moderation playbook can be used by content moderators to determine what content is appropriate and inappropriate based on your community guidelines and policies. 

Customer Service Workforce Management Solution

Workforce management solutions have become a crucial part of optimizing employee productivity in the workplace. Contact center workforce management solutions drive improvement and accuracy in the staffing and scheduling process, while realizing cost savings. 

Customer Service Fraud Detection Solution

To protect your brand from fraudulent behavior, customer service providers can deliver fraud detection solutions. Fraud can be detected in ecommerce transactions, financial transactions, and in the handling of insurance and settlement claims. To prevent and detect fraud, it’s important to use fraud detection systems to help audit and validate information. 

Contact Center Fraud Prevention Services

Call center fraud prevention services can protect your brand from fraudulent activity. In order to protect your brand from these activities, you may choose to outsource fraud prevention support to a fraud prevention solution provider who is an expert in the space. 

Fraud Prevention Service Call Center

Preventing fraud is no joke, and it’s incredibly important for your brand. Fraud prevention customer service can eliminate security breaches and fraudulent customer activity. When making the decision to outsource fraud prevention customer service to a fraud prevention customer service provider, make sure you evaluate some fraud prevention service contact centers to choose the one that will be best for your brand. 

Customer Service Trust and Safety Solution 

A customer care trust and safety solution protects your customers. Trust and Safety and emergency case support involves harassment claims and real-time urgent cases with imminent threat to safety or property.

Customer Service Sales Solution

Leveraging your contact center to drive sales and loyalty is important in proving a positive return on investment (ROI). Customer care for sales programs can involve a number of channels including voice, email, and live chat support. Sales customer service is all about customer engagement, customer experience, and customer retention. 

Customer Service Data Annotation 

Data annotation or digital annotation services involve associates adding notes and comments to digital versions of text. Digital annotation solutions are part of back office style contact center work, where associates are still part of the digital customer journey but are not directly interacting with these customers. Data annotation solutions can include photo enhancement and recognition as well. 

What is Digital Annotation?

Digital Annotation services involve annotation by looking at data and dispositioning it. In many cases, data annotation services are performed for the purpose of helping build, guide, or tune a machine learning model. Contact center digital annotation support may include photo review, with associates having to indicate elements that are in the photo, to train the machine learning model for the future. Contact center data annotation involves a large volume of data in order to annotate photos or annotate text.