Modes of Communication
Backend Agents have proficiency conducting conversations via all customer-preferred channels!
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Customer Interactions occur in various forms. Let’s look into these in greater detail:
We take pride in redefining the concept of after-sale service into a means of ensuring customer satisfaction! We minimize escalations and calmly address prompting queries, while assisting end-users in getting the best user experience.
CSRs tend to rely on ticketing which leaves no query unattended. End-users are issued tickets against potential queries, so they may provide ticket reference to notify us of any persisting issues that require addressing.
Product/Service details are carefully entered into a CRM to notify the relevant department of an order placement. CSRs responsibly inform end-users of the delivery status when prompted during an inbound correspondence.
Well-informed of product/service knowledge, backend CSRs are able to tactfully persuade end-users into making a purchase. Our agents’ level of expertise, combined with predefined KPIs, prepare them well for a sales pitch.
Getting leads through inbound correspondences while timely following up to pitch a sale, as well as encounter cold-calls and identifying a potential prospect; are Backend’s general scenarios when it comes to lead generation.
Backend Agents have proficiency conducting conversations via all customer-preferred channels!
Our team handles both inbound and outbound calls with care.
For inbound calls, we listen closely to the customer’s concerns and provide simple, clear solutions. We aim to resolve issues quickly and make sure every customer feels appreciated by the end of the call.
For outbound calls, we reach out to potential clients with helpful offers, speaking in a friendly and professional way. Our goal is to make a good connection, answer any questions, and leave a positive impression.
End-users rely on email messaging to seek customer support, as it allows to structure thoughts while conveying a potential query. CSRs respond to email correspondences as per end-user convenience and instantly extract solutions to queries.
Backend respects the privacy of communication conducted with end-users and at the same time, archive customer interactions to refer back on individual queries. Our customer support via email, guarantees swift query resolution and prompt responses accordingly.
Backend’s most dynamic channel to seek customer support is undoubtedly Live Chats. One’s sure to expect immediate responses and swift resolution through this technological advancement!
It’s the interaction means by which business anticipate brand loyalty as it brings more customer satisfaction. End-users gain confidence over the power to reach out directly to a CSR, not having to standby for their turn and getting quick answers.
You can always read-through the articles below to have a glimpse of exactly what we have going on inside the BackEnd facility!
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