Outsourcing cov neeg siv khoom txhawb nqa tau dhau los ua kev tawm tswv yim rau ntau lub lag luam nrhiav kev txhim kho kev ua tau zoo thiab txhim kho cov neeg siv khoom txaus siab. Hauv kev lag luam nrawm nrawm thiab kev sib tw niaj hnub no, cov tuam txhab tau hloov pauv mus rau outsourcing raws li kev daws teeb meem zoo los tswj cov neeg siv khoom nug thiab kev pab txhawb nqa. Kab lus no tshawb txog cov txiaj ntsig, cov nyom, cov kev coj ua zoo tshaj plaws, thiab cov qauv yav tom ntej ntawm cov neeg siv khoom txhawb nqa outsourcing.
Taw qhia rau Cov Neeg Siv Khoom Pabcuam Outsourcing
Cov neeg siv khoom txhawb nqa outsourcing koom tes nrog lwm tus neeg muab kev pabcuam los daws cov lus nug ntawm cov neeg siv khoom, Kev txhawb nqa, thiab teeb meem daws teeb meem. Qhov no tso cai rau cov lag luam tsom mus rau lawv cov peev txheej tseem ceeb thaum siv cov kev txawj ntse ntawm pab pawg tshwj xeeb.
Cov txiaj ntsig ntawm Outsourcing Customer Support
Outsourcing cov neeg siv khoom txhawb nqa muaj ntau yam zoo, suav nrog:
- Kev txuag nqi: Outsourcing tuaj yeem txo cov nqi ua haujlwm cuam tshuam nrog kev tswj hwm pab pawg txhawb nqa hauv tsev.
- Scalability: Outsourcing cov chaw muab kev pabcuam tuaj yeem ntsuas cov peev txheej raws li qhov hloov pauv ntawm cov neeg siv khoom xav tau.
- Kev txhawb nqa 24/7: Cov pab pawg sab nraud tuaj yeem muab kev txhawb nqa ib puag ncig, txhawb cov neeg siv khoom txaus siab.
- Nkag mus rau cov kws tshaj lij: Cov neeg koom tes Outsourcing feem ntau muaj kev paub tshwj xeeb thiab kev txawj ntse hauv kev txhawb nqa cov neeg siv khoom.
- Tsom ntsoov rau cov haujlwm tseem ceeb: Cov lag luam tuaj yeem mloog zoo rau cov haujlwm tseem ceeb, xws li kev tsim khoom thiab kev lag luam.
Yam yuav tsum tau xav txog ua ntej Outsourcing
Ua ntej outsourcing cov neeg siv khoom txhawb nqa, cov lag luam yuav tsum xav txog yam xws li:
- Kev Pabcuam Zoo: Ua kom ntseeg tau tias tus khub outsourcing tuaj yeem tswj tau cov kev pabcuam zoo.
- Kev sib txuas lus: Txiav txim siab seb txoj kev sib txuas lus twg (xov tooj, email, nyob sib tham) yog qhov tseem ceeb rau koj cov neeg siv khoom.
- Kev ruaj ntseg cov ntaub ntawv: Ntsuam xyuas tus neeg muab kev pabcuam outsourcing cov ntaub ntawv kev ruaj ntseg ntsuas los tiv thaiv cov neeg siv khoom.
- Cultural haum: Xav txog kev sib txawv ntawm kab lis kev cai uas yuav cuam tshuam rau cov neeg siv khoom sib cuam tshuam thiab kev txaus siab.
Hom Kev Pab Txhawb Cov Neeg Siv Khoom Outsourcing
Muaj ntau ntau hom kev txhawb nqa cov neeg siv khoom outsourcing, suav nrog:
Hu rau Center Outsourcing
Call center outsourcing suav nrog outsourcing inbound thiab outbound hu cov kev pab cuam los lis cov neeg nug, muag, thiab kev txhawb nqa.
Email Support Outsourcing
Kev txhawb nqa email outsourcing tsom rau kev tswj cov neeg siv khoom nug thiab teeb meem los ntawm kev sib txuas lus email.
Live Chat Support Outsourcing
Kev sib tham nyob txhawb nqa outsourcing muab kev pabcuam tiag tiag rau cov neeg siv khoom los ntawm kev sib tham hauv cov vev xaib lossis mobile apps.
Cov kev coj ua zoo tshaj plaws rau kev txhawb nqa cov neeg siv khoom
Txhawm rau kom ntseeg tau tias cov neeg siv khoom tau txais txiaj ntsig zoo, cov lag luam yuav tsum ua raws li cov kev coj ua zoo tshaj plaws xws li:
- Kev cob qhia thiab onboarding: Muab kev cob qhia rau cov pab pawg neeg sab nrauv ntawm cov khoom, kev pabcuam, thiab kev txhawb nqa.
- Kev soj ntsuam kev ua tau zoo: Siv cov ntsuas ntsuas thiab KPIs los ntsuas qhov ua tau zoo ntawm kev txhawb nqa tawm.
- Seamless integration: Integrate outsourced support services seamlessly with internal systems for a unified customer experience.
- Kev txhim kho tas mus li: Tsis tu ncua ntsuas thiab txhim kho cov txheej txheem txhawb nqa tawm raws li kev tawm tswv yim thiab kev tshuaj xyuas.
Kev sib tw ntawm Outsourcing Customer Support
Thaum outsourcing muab cov txiaj ntsig, nws kuj nthuav tawm cov teeb meem xws li:
- Kev sib txuas lus teeb meem: kev sib txawv ntawm cov lus thiab kab lis kev cai nuances tuaj yeem cuam tshuam kev sib txuas lus nrog pab pawg sab nraud.
- Kev Tswjhwm Zoo: Ua kom muaj cov qauv zoo sib xws thoob plaws cov kev txhawb nqa sab nraud tuaj yeem nyuaj.
- Kev txhawj xeeb txog kev ceev ntiag tug ntawm cov ntaub ntawv: Kev tiv thaiv cov neeg siv khoom cov ntaub ntawv thiab ua raws li cov cai yog qhov tseem ceeb heev.
Yuav Ua Li Cas Xaiv Txoj Cai Outsourcing Partner
Thaum xaiv ib tus khub outsourcing rau kev txhawb nqa cov neeg siv khoom, xav txog yam xws li:
- Kev paub txog kev lag luam: Xaiv ib tus kws kho mob uas muaj kev txawj ntse hauv koj txoj kev lag luam thiab kev txhawb nqa cov neeg siv khoom.
- Lub koob npe nrov thiab kev tshuaj xyuas: Tshawb nrhiav tus khub outsourcing lub koob npe nrov, cov neeg siv khoom pov thawj, thiab cov ntaub ntawv tshawb fawb.
- Scalability thiab saj zawg zog: Xyuas kom tus kws kho mob tuaj yeem ntsuas cov kev pabcuam raws li koj txoj kev lag luam loj hlob thiab hloov pauv cov kev xav tau.
- Kev muaj peev xwm thev naus laus zis: Txheeb xyuas tus khub outsourcing cov txheej txheem thev naus laus zis thiab kev txhawb nqa muaj peev xwm.
Kev Ntsuam Xyuas Tus Neeg Siv Khoom Pabcuam Outsourcing
Tus nqi ntawm outsourcing cov qhua tuaj noj mov sib txawv raws li qhov muaj peev xwm ntawm cov kev pabcuam, ntim ntawm kev thov kev txhawb nqa, thiab tus nqi pabcuam. Ua ib qho kev ntsuam xyuas tus nqi kom zoo los txiav txim siab ROI thiab cov txiaj ntsig mus sij hawm ntev ntawm outsourcing.
Yav tom ntej Trends nyob rau hauv Customer Support Outsourcing
Lub neej yav tom ntej ntawm cov neeg siv khoom txhawb nqa outsourcing yog zoo li tus qauv xws li:
- AI thiab automation: Kev koom ua ke ntawm AI-tsav chatbots thiab automation cov cuab yeej los txhim kho kev txhawb nqa.
- Kev them nyiaj yug Omnichannel: Muab kev txhawb nqa seamless hla ntau txoj kev (xov tooj, email, sib tham, social media).
- Cov ntaub ntawv analytics: Siv cov ntaub ntawv cov neeg siv khoom thiab tshuaj ntsuam xyuas rau tus kheej kev txhawb nqa thiab kev kwv yees kev pom.
- Cov pab cuam virtual: Siv cov pab cuam virtual rau kev xaiv kev pabcuam tus kheej thiab kev daws teebmeem sai.
xaus
Cov neeg siv khoom txhawb nqa outsourcing nthuav tawm cov hauv kev rau cov lag luam los ua kom yooj yim rau kev ua haujlwm, txhim kho cov neeg siv khoom paub, thiab tsav kev txuag nqi. Los ntawm kev ua tib zoo tshuaj xyuas cov neeg koom tes nrog outsourcing, siv cov kev coj ua zoo tshaj plaws, thiab tuav cov thev naus laus zis tshiab, cov tuam txhab tuaj yeem ua tiav kev loj hlob ruaj khov thiab cov neeg siv khoom ncaj ncees.
FAQ
- Puas yog cov neeg siv khoom txhawb nqa outsourcing haum rau cov lag luam me? Yog lawm, kev txhawb nqa cov neeg siv khoom tawm tuaj yeem muaj txiaj ntsig zoo rau cov lag luam me. Nws tso cai rau lawv nkag mus rau cov kev pabcuam kev txhawb nqa yam tsis tas yuav muaj pab pawg loj hauv tsev, txuag nqi thiab ua kom pom tseeb ntawm cov haujlwm tseem ceeb hauv kev lag luam.
- Cov lag luam yuav ua li cas kom ntseeg tau cov ntaub ntawv kev nyab xeeb thaum outsourcing cov neeg siv khoom txhawb nqa? Cov lag luam tuaj yeem ua kom cov ntaub ntawv muaj kev ruaj ntseg los ntawm kev koom tes nrog cov kws tshaj lij outsourcing uas muaj kev tiv thaiv kev ruaj ntseg hauv qhov chaw. Qhov no suav nrog encryption ntawm cov ntaub ntawv rhiab heev, ua raws li cov cai tiv thaiv cov ntaub ntawv, kev tshuaj xyuas kev nyab xeeb tsis tu ncua, thiab kev cob qhia rau pab pawg sab nraud ntawm cov ntaub ntawv tuav cov txheej txheem.
- Dab tsi yog qhov kev ntsuas tseem ceeb los ntsuas qhov ua tiav ntawm kev txhawb nqa cov neeg siv khoom? Cov kev ntsuas tseem ceeb rau kev ntsuas qhov ua tiav ntawm kev txhawb nqa cov neeg siv khoom suav nrog cov qhab nia ntawm cov neeg siv khoom txaus siab (CSAT), lub sijhawm teb nruab nrab, thawj tus nqi daws teeb meem, tus nqi khaws cov neeg siv khoom, thiab Net Promoter Score (NPS). Cov kev ntsuas no pab ntsuas qhov ua tau zoo thiab muaj txiaj ntsig ntawm cov kev pabcuam txhawb nqa.
- Puas muaj kev pheej hmoo cuam tshuam nrog kev txhawb nqa cov neeg siv khoom? Yog lawm, muaj kev pheej hmoo cuam tshuam nrog kev txhawb nqa cov neeg siv khoom, xws li cov teeb meem kev sib txuas lus, teeb meem kev tswj kom zoo, kev txhawj xeeb ntawm cov ntaub ntawv ntiag tug, thiab kev vam khom rau cov neeg muab kev pabcuam thib peb. Txawm li cas los xij, cov kev pheej hmoo no tuaj yeem txo tau los ntawm kev ua tib zoo xaiv cov neeg muag khoom, kev sib txuas lus meej, thiab kev saib xyuas kev ua haujlwm tsis tu ncua.
- Dab tsi yog lub luag haujlwm ntawm kev coj noj coj ua hauv kev txhawb nqa cov neeg siv khoom? Kev coj noj coj ua yog qhov tseem ceeb hauv kev txhawb nqa cov neeg siv khoom raws li nws cuam tshuam rau cov neeg siv khoom sib cuam tshuam thiab kev txaus siab. Cov pab pawg sab nraud yuav tsum raug cob qhia txog kev coj noj coj ua, nyiam hom lus, thiab kev cia siab ntawm cov neeg siv khoom kom xa cov kev paub txog tus kheej thiab muaj peev xwm txhawb nqa thoob plaws ntau haiv neeg.
