Customer services

Customer Service

Handling customer relationships is crucial to business success, no matter what industry you work in.

From eCommerce to utilities, every business needs an effective professional customer service solution that helps to maintain healthy relationships.

But how do you achieve this without investing in costly internal customer service resources?

Outsourced customer service solutions.

With an outsourced solution, you’ll get specialist customer support representatives at your disposal, whenever you need them.

No matter what the problem is, you can be sure that your brand is being represented in a positive light that leaves your customers feeling listened to and supported at all times.

Here at Sigma Connected, we’re dedicated to giving your customers the experience that they deserve and representing your brand in the best possible way – we’re looking to help you to build loyalty through kindness, support, and care for your customers.

Our expert customer service teams are on hand to assist you in handling all of your customer relationships whenever you need them, but it’s not just our people that make the difference – it’s our technology too!

With our state-of-the-art omnichannel engagement tools you can be sure that your outsourced customer service team is well-prepared for anything that comes their way.

From customer retention and win-back to technical support and query resolution, we’ve got you covered.

If you’d like to learn more about outsourced solutions for customer service, get in touch with a member of the Sigma Connected team today.

After a discussion with one of our experts, we’ll be able to put together a bespoke solution that’s tailored to your business’ and customers’ needs. Your business is unique, and that means your customer service strategy should be too.

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What is an outsourced customer service solution?

Before you decide whether to commit to an outsourced solution, you should understand the benefits that they’ll have for your business.

In simple terms, an outsourced customer contact solution is a way of managing contact with your customers through the use of external teams of customer service specialists, who then act as an extension of our own brand.

But it’s becoming increasingly more difficult for companies to dedicate the correct level of resources and effort to effectively managing these different channels.

And that’s where our teams come in.

As customer service specialists, our representatives have the ability to effectively service your customers, representing your brand proudly and offering your customers the best contact experience possible.

From social media and website chats to phone calls and emails, we’ll keep track of conversations from every angle – we’ll even pivot between different channels without losing conversation history to ensure that every customer receives the level of care and attention that they’re looking for!

Using data to improve customer experience

When you choose to outsource your customer service activity to our team here at Sigma Connected, our expert representatives are just the start of things. 

We go beyond simply providing contact solutions and instead dive deeper into the data and analytics to look for ways to refine, optimise, and improve your customer service strategy to maximise customer satisfaction and retention rates on an ongoing basis – continuously improving. 

Keeping hold of customers is one of the hardest things for any business to do, but with the help of our data analytics, you’ll be one step ahead of the competition. 

We’ll look to monitor performance throughout our relationship to ensure that we’re always working to improve what we do.. To do this, we’ll track the key performance indicators that matter most to you and ensure that we’re constantly tailoring our processes to not only meet your expectations but exceed them. 

You’ll even get full access to the same live data that we see, too – no matter what, we’ll remain completely transparent and collaborative. 

With this data at our disposal, it’s much easier for us to keep an eye out for any sudden changes in performance that could lead to issues, such as wait time increases, contact rate drops, or missed calls. 

If this does happen, you don’t need to panic – we’ll find the root cause of the issue and address it immediately, getting your customer contact channels back to optimum performance in no time. 

The benefits of outsourced customer service


One of the biggest questions we face is “why would you choose to outsource your customer service activity?” – it’s a good question and one that every business should have the answer to before committing to a solution.

To us, the benefits of outsourcing are massive – you’ll get unrivalled expertise on the end of the phone, insightful data analysis, and a level of scalability that can’t be matched by internal teams.

All in all, outsourced customer contact solutions give you optimal performance with minimal risk.

Customer services

Here are some of the key benefits that you’ll experience when utilising an outsourced customer service solution:
 

On the topic of seasonality, one of the most significant benefits that an outsourced solution has over an internal customer service team is the rapid scalability that enables you to handle varying levels of demand effectively and affordably.  

With Sigma Connected’s solutions, you’ll only ever pay for the level of service that you need – nothing more, nothing less.  

This helps you to balance budgets more efficiently without having to sacrifice the quality of your customer service strategy. It’s a win-win situation for your business.  

It’s not just expected demand shifts such as seasonal changes that you’ll be able to manage either. With our solutions, you’ll have the scalability to react to unexpected changes in demand that catch you off-guard such as price changes, product recalls, or bad press.  

Regardless of the issue that you’re facing, we’ll make sure that your customers are handled with the proper level of support and professionalism to enhance your brand and strengthen customer relationships.  

Customer service isn’t just about listening to complaints or giving customers updates. 

At times it can mean handling very tricky situations that require skill and expertise to navigate effectively. 

Our expert contact team have a wealth of experience handling a wide range of different situations of vastly differing degrees of urgency. 

Thanks to this experience, we’re not phased by the challenge of helping unsettled customers, retaining customers on the verge of leaving or winning back customers who decided to leave. 

We’re committed to helping your business to grow and succeed, and we’ll make this our number one priority when we’re communicating with customers. 

Vulnerable customers

As part of our responsible operations, we’re also driven to help businesses to protect and care for vulnerable customers in a way that’s safe, responsible, and constructive. 

There are a wide variety of reasons that customers could be deemed as vulnerable – from financial hardship to sudden changes in circumstances, we’ll work with these customers to ensure that they’re able to find the right path. 

Our teams are trained to be able to identify and manage relationships with vulnerable customers discreetly, so you can be sure that your customers are in the safest possible hands. 

If you’d like to increase your ability to re-engage with customers who have become tough to contact or who have been flagged as high-risk, you can find more information about our industry-leading ReachOut service by clicking here. 

With modern technology changing the way customers approach businesses for support, we must be paying attention and shaping our customer service strategy to tailor to customers using a wide range of different contact channels.  

We’re committed to giving customers access to a variety of communications channels that suit their needs. As a result of this, we’ve been able to continuously innovate and improve our service offering for clients to ensure that your business is a step ahead of the curve. 

You’ve put your trust in us to care for your customers, so it’s only right that we keep pushing to improve, giving your customers everything they need each time they try to get in touch.  

When we’re connecting with your customers, we’ll operate using 4 major principles:

  1. Measure – we’ll use data analytics to monitor and assess the service that we provide to your business, keeping a watchful eye out to identify issues or opportunities.
  2. Feedback – we’ll listen to feedback from both your business and your customers to help you find new ways to improve our service for you.
  3. Improve – we’re not shy of enhancing our methods, so we’ll test, pilot, and benchmark new solutions against our current offerings to ensure that we’re always working most effectively.
  4. Act – Once we’ve found a more effective solution, we’ll roll that out into our approach and use real-time data analytics for ongoing performance monitoring.

Retaining customers and securing customer loyalty is something that every business strives to achieve and with Sigma Connected’s expert customer relationship management solutions, that’s exactly what you’ll be able to achieve. 

We know what your customers are looking for and we’ll do everything we can to ensure that you’re offering these things to them wherever possible. 

Whether it’s phone calls, emails, or social media chats, we’ll monitor every conversation closely and answer questions and queries accurately, whilst also spotting patterns in communications that could help us to boost your customer retention numbers. 

Here at Sigma Connected, we understand just how important every stage of the customer journey is to your business – each stage is an opportunity to impress, but it also presents the chance for a potential customer to fall away and ultimately a sale is lost. 

This is true for both new and existing customers, so we’ll make sure that we’re giving just as much attention to customers contacting for the 100th time as we do to those getting in touch for the first time. 

Every customer counts. 

The billing stage can be one that presents a large number of pain points for both businesses and customers – from technical jargon and misunderstanding to late payments and refunds, there’s a lot to understand and one slight issue can quickly lead to increased customer enquiries. 

Sigma Connected’s team helps businesses to avoid the messy enquiries procedure during the billing process by taking the time to chat with your customers, answer their queries, assist them with refunds if necessary, and help them with all of their activities whether it’s joining, leaving, or moving. 

Optimise your customer communications with Sigma Connected

If you’re ready to start the journey towards data-led customer service improvements, it’s time to get in touch with the Sigma Connected team.

You can contact us by filling out our quick and easy contact form right here on our website – once we’ve got this initial information, we’ll get in touch with you to discuss the options and find the best plan of action for your business.

Of course, customer service is just one small part of the way that outsourced solutions can benefit your business and there’s so much more on offer with the Sigma Connected team.

Get in touch with our team today

If you’d like to learn more about our other outsourced services, such as complaint management, collections, and ReachOut, head over to our dedicated pages where we’ve put together comprehensive guides to help you get up to speed in just a couple of minutes! 

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