Customer retention—bringing past customers back to make additional purchases—is key to powering your business’s growth. Focusing your efforts on retention will build brand loyalty, bring in referrals, and increase purchases.
It will save you money, too: according to the Harvard Business Review, acquiring a customer is up to 25 times more expensive than retaining one, while increasing customer retention by 5 percent can boost profits by at least 25 percent.
Sounds like customer retention is a great way to invest your time, right? The catch? You’ve also got employees to hire, products to develop and deliver, investors to woo, and meetings to hold.
You are busy creating a business that gets customers excited. Or maybe you have limited funds for hiring full-time employees. That’s where outsourcing customer retention services come in.
You need to focus on running your business, secure in the knowledge that customer retention professionals are focused on providing the service that keeps customers coming back.
Here are the top 3 benefits of outsourcing customer retention services.
1. Save Money and Time
Great customer service will lead to customer retention. Customer service that offers a personalized, timely response to every individual also requires significant investments in time and money—two resources you probably always feel short on.
Outsourcing your customer service is a great alternative to hiring a team of full-time customer service staff. It’s less expensive—you won’t have to pay salaries and benefits or overtime—and saves time in hiring, training, and retaining employees.
Outsourcing your customer retention services will boost your customer relationships without draining your funding. Beyond saving on employee salary and time, you won’t have to invest in extra office space, equipment, and supplies for a full-fledged customer service team. The staff at a professional customer service company will provide trained employees around the clock to assist your customers—without taking up any space at your office.
2. Improve Response Time
When your customers have a complaint or a problem, they don’t want to wait around for a solution. In today’s fast-paced world, who wants to leave a voicemail or send off an email and then sit tight and wait for a response?
Definitely not your customers.
Slow response times will frustrate them and may drive them to your competitors in the future, or result in the dreaded one-star rating online.
Instead, set yourself apart from the rest by responding quickly to customer inquiries. Quick response times are an indicator that you care about your customers and stand behind your products. Outsourcing is a tool to help you do this.
It multiplies the number of people available to help your customers and gives them live support during more hours every day, no matter the location or time zone. Short response times and quick resolutions to problems will pay off in good reviews, happy customers, and brand loyalty.
According to a study referenced in the Harvard Business Review:
Customers are more loyal to your business when you remove obstacles preventing them from solving their problems. In an example, reducing (or removing) hold times, transfers, and long waits for responses all make life easier for your customers, and they will reward you by coming back.
3. Quality Interactions
Customer service agents have the essential role of interacting with customers. They become the face of the company and humanize it.
For this reason:
You don’t want just anyone assisting with your customer retention—you want the experts. Outsourcing to a customer retention services team will ensure that you get the best. Agents are professionals who have been vetted and trained, and they have great personal and customer service skills.
Their whole job description is interacting with customers in a positive way. Outsourced customer retention agents can be trained in your company processes and values, and they can represent your brand with expertise. Leave your customer service to the experts in the field.
Outsourcing allows you to focus most on being an expert in growing your business. It also allows you to make customer retention a priority without having to focus on it intently day by day.
Find a great customer retention services team, get them trained in your products and business values, and sit back with peace of mind knowing your customers are in great hands.