How Non-voice Outsourced Customer Support Services are Rebranding BPOs?

A blog banner for How Non-voice Outsourced Customer Support Services are Rebranding BPOs?

A blog banner for How Non-voice Outsourced Customer Support Services are Rebranding BPOs?Non-voice Outsourced Customer Support Services is reshaping the industry as we know it.

That is not an understatement because it truly is making waves in the industry.

In fact if you look at the statistics alone, you will see that there are desirable numbers under non-voice services. Hence, we believe that non-voice outsourced customer support services are the future of call centers, BPOs and SMEs.

To support our claim, we provided in this article the top in-demand services in the industry and the numbers that guarantees they are the future of outsourcing.

 

Non-Voice Call Center Services and Their Numbers

To better understand why non-voice call centers are paving the way to better customer service, let’s look at the current top five outsource customer support services:

 

Social media outsourcing is an up-and-coming BPO service that is slowly gaining traction to many companies.

Service Description

Social Media Outsourcing

Social Media Outsourcing is a service that provides customer support and marketing assistance to companies.

Businesses are fond of this service since call centers who specialized in Social Media Outsourcing, helps them optimize the posting of advertisements and pages.

This type of non-voice service also helps in creating marketing concepts that will appeal to the trend of the times.

How will it reshape the industry?

Let’s look at the numbers provided by datareportal.

According to their Digital 2021 report summary:

  • 5.22 billion people use a mobile phone as of January 2021. That’s 66.6 percent of the world’s total population.
  • 4.66 billion people around the world will use the internet in January 2021. And the Global internet penetration now stands at 59.5 percent.
  • Even more so, there are now 4.20 billion social media users around the world.

What this implies is there is a growing market in social media and in order to keep up with this growth is by hiring a dedicated team that knows the market.

Social Media outsourcing will be useful in activating campaigns to generate leads. It is also possible for Facebook, Twitter and Instagram to replace telephones and other means of communication to companies. Especially during the pandemic where workers are forced to work from home with no advanced technology at their disposal.

 

Website Content Moderation is also an up-and-coming BPO service that companies are slowly getting to know. It is more popular with eCommerce stores, but it is now seeing action in a variety of industries such as healthcare, manufacturing and commercial law.

Service Description
Website Content Moderator Outsourcing

Content moderation is the screening and monitoring of user-generated content based on platform-specific rules and guidelines to determine if the content should be published on the online platform, or not.

Outsourcing Website Content Moderator means having a dedicated team that will filter content and evaluate quality. Their purpose is to determine if it will gain traction, looks appealing or not.

Basically, they are also responsible for the maintenance of the site, making the website interactive, and organizing the content of it.

How will it reshape the industry?

93% of consumers say that user-generated content can help them in making a purchasing decision. Just think of this number provided by Adweek. It means that customers take content seriously in making decisions.

Zendesk adds that 90% of customers are influenced by positive reviews when buying a product. Proper content moderation and organization can elevate your company’s status and sales.

Outsourcing your website content moderator to a BPO company can help you multiply sales without spending too much. 

Keep in mind that talent is an investment, as well. And it will surely pay off in the end since there is a bright future for content moderation. If you have a website, go on and enlist a BPO company now.

 

Order Management and Processing Outsourcing is known for its many names such as Order Taking Service and Order Recording process, but they are all the same. At the core of its definition is Order Management which is very popular term to restaurants, retails and manufacturing companies

Service Description

Order Management and Processing Outsourcing

Order Management and Processing refers to the process of receiving, tracking, and fulfilling customer orders. 

This service aims to assist customers before, during and after an order is placed. 

Small to medium enterprises, use this service to help them scale their business. Even more so, it allows them to streamline the process to make the purchase journey experience of customers seamless.

How will it reshape the industry?

Amidst the pandemic, online purchases rose.

According to Convey, 40% of shoppers consider the post-purchase experience to be the most memorable part of the brand experience with 73.6% of shoppers saying that delivery is the most important to the overall shopping experience. 

Also, 75% of shoppers state that clear communication is key to a good delivery experience. Meaning, communication and service goes hand-in-hand in eCommerce.

Businesses do not seem to realize how powerful these figures are. People want updates and constant notification about their orders.

But as of 2020, 39.4% of merchants outsource at least some of their fulfillment operations as per Saddle Creek Logistics

If we study the numbers, it seems that Order Management and Processing Outsourcing will continue to grow and will play an important role in the future.

 

Technical Support Outsourcing is known to be applicable to IT-related companies, but BPOs offering it now is growing in numbers. That is why it is one of the most popular service right now.

Service Description

Technical Support Outsourcing

Technical support (tech support) refers to the services that companies provide to their customers for electronic products brought. 

These products include  software, mobile phones, printers, and computers, and other mechanical or electromechanical devices. 

Technical support services usually provide users with help in solving some common problems rather than providing training on how to use the product.

How will it reshape the industry?

In the recent Global State of Customer Service by Microsoft, they highlight the importance of customer service.

In their report they said that 58% of American consumers will switch companies because of poor customer service. And that includes technical support services.

Since buyers are hesitant to go outside to meet your brand, they rely heavily on social media, telephones or emails to get answers to their queries. Hence, not being able to provide accurate information may sway customers away or towards your brand.

What’s more, Hubspot Research notes that 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. 

Keep in mind that buyers consider the whole purchase process as customer service. As a result, outsourcing greatly helps your business drive positive loyalty to your brand.

 

Email Marketing Outsourcing must be an old BPO service, however it is surprisingly relevant until today. In fact, the numbers suggests that it is one of the most effective service out there.

Service Description

Email Marketing Outsourcing

Email marketing outsourcing is the use of email to promote products or services and provide support while developing relationships with potential customers or clients.

The value of e-mail marketing to enterprises is mainly reflected in three aspects: 

  • opening new customers 
  • maintaining old customers
  • and brand building.

Hence, It is a preferred way to some businesses and customers since it helps them with personalized communication.

How will it reshape the industry?

Believe it or not, email marketing is the most preferred communication of businesses. That means, B2B transactions revolve around the idea of sending and receiving emails.

If you are looking to prioritize businesses as your customers, email marketing outsourcing is for you. In fact, 47% of marketers rate email marketing as the most effective marketing channel.

Other numbers back this up. Constant Contact found out that 72% of customers prefer email as their main channel for business communication.

Additionally, according to Hubspot, 86% of professionals give priority to email connection. More than half of professionals believe that email is the most efficient way to make connections.

What these imply is email marketing and lead generation is not dead in BPOs. They are in fact leading the way in B2B communication.

Conclusion:

Looking at the cards above, we can conclude that non-voice is slowly adapting to the way customers want to stay informed and connected.

The way that people talk to their chosen brand is so diverse that small to midsize companies must find a way to stay relevant. That is why outsourcing is a feasible option to them, since it is cost effective and easy to set up.

 

The Top Customer Support Outsourcing Company?

Tired of scanning through hundreds of customer service outsourcing companies? Look no more because we are the best in the business.

We are Magellan Solutions. The number one SME service provider located in the Philippines with more than 18 years of industry experience.

We are also an ISO-certified, HIPAA and GDPR compliance company. At the heart of what we do is attention to data protection and professionalism.

If you want to see a difference in your bottom line, do not hesitate to give us a call. We offer a free 60-minute business consultation.  Just send us a message by filling out the information below.

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