Modes of Communication
Backend Agents have proficiency conducting conversations via all customer-preferred channels!
Leveraging customer service essentials for Sales/Support interactions via
Inbound Sales
Customer Service Representatives (CSR) deliver the needed product/service knowledge to successfully pitch sales or generate leads while conforming to Backend’s customer care ethics.
Outbound Sales
Our CSRs are engineered to encounter cold-calls, while still managing to endorse product/service and bringing in the maximum number of leads. We market USPs of the offerings and identify prospects.
Inbound Support
We value the essence of after-sale service and offer customer support par excellence. The relentless efforts of our CSRs in actively resolving product/service queries are second to none!
Outbound Support
We perform all contact center activities pertaining to CSRs reaching out to customers, essentially to follow-up on issued tickets or to verify orders placed. No query is left unattended under our unmatched supervision.
Customer Interactions
Customer Interactions occur in various forms. Let’s look into these in greater detail:
“Query Resolution”
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.
“Ticketing”
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.
“Order Taking”
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.
“Sales Pitch”
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.
“Lead Generation”
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.
Voice Call
Voice calls with the end-users define CSRs’ attentiveness and empathy towards resolving/address queries while backend agents always make the right impression on clients seeking support. Minimal disconnects and lesser chances of misinterpretation is what we encourage.
Our Agents’ vocal tone and choice of words calm frustrated customers down while steering the conversation towards query resolution. The CSRs are persuasive and at the same time let no interaction disconnect at a dissatisfactory note.
Email Support
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.
Live Chat
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.
Our Values
You can always read-through the articles below to have a glimpse of exactly what we have going on inside the BackEnd facility!
Customer Satisfaction is a Priority!
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