Customer Support Outsourcing for Seasonal Businesses

Customer Support Outsourcing for Seasonal Businesses

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Customer Support Outsourcing for Seasonal Businesses

Customer support Outsourcing is one of the major challenges that seasonal businesses suffer each peak season. Whereas, in the off-season, companies can forge plans and optimize all the resources for the approaching high sales period. Thus, the easiest way to manage a quantum of customer queries is Customer Service Outsourcing to a reliable BPO. To offer top-notch CX in high-demand seasons, businesses must ensure that they have a dedicated team for customer support.

The premier BPO companies are always working on multiple models and can adapt to every change in client’s needs. In some businesses, there’s a change in the workflow as well as the surge in sales during a peak season. So, this type of change in the workflow of a business requires seasonal Customer Support Outsourcing.

Finding your seasonal peak is easy when you have sufficient time to operate. You will notice a surge in the volume of orders, follow-ups, payments, and all other transactions that users may need help with. This surge brings extra workload as well as other challenges to a business. Thus, business owners see seasonal Customer Support Outsourcing as a good option to reduce their workload as well as to satisfy their own needs. Here’re the major challenges that businesses deal with during every peak season.

a) Cash flow management.

b) Stock or inventory management during down and up seasons.

c) Appointing and training seasonal staff.

d) Keeping a high CSAT rate during high-demand seasons.

How to Assemble Support Solutions for Peak Season

Reliable BPO firms have an array of packages you can select from for your seasonal business. BPO companies offer cost-effective short time contracts for support during peak season. This will save your time and money in employing and training new agents and incorporating new equipment. Customer Support Outsourcing also helps to maintain the quality of customer service and manage workload. Thus, you can plan your operations and optimize your resources accordingly before the peak season starts. Here’re some key points that will help to prepare a customer support solution for peak seasons to ensure cutting edge performance:

1)Plan for The Future

Forging a plan and making a strategy are vital steps to grow in your business, as you can’t accomplish your aim overnight. At least 3 months before your peak season, you need to have a clear estimate of the traffic you will be getting. You also need to survey the most common customer queries to prepare easy solutions as well as processes to survive the upcoming challenges without sacrificing good interaction.

The off-season is a great time to monitor and analyze your teams’ performance as well as efficiency during the past peak season. Thus, it would be wise to review the following:

Past complaints and repeating issues

Reasons for delay in order shipping

Website bugs if any

Plan to use customer feedback to improve upcoming peak season

2)Get Things Ready

Before you reach a high-demand season, it’s necessary to check and re-organize email as well as chat templates, call scripts, and FAQs page on the website. Take out irrelevant content and rewrite up-to-date information to support sellers as well as consumers. You may also look for a change in company for your Customer Support Outsourcing services.

3)Add Multichannel Support

Customer support needs to ensure quick response on any communication channel that a user wants to use. Just make it easy for the users to reach you from anywhere and at any time. Thus, it’s important to manage emails and calls and add live chat support or a chatbot on the company’s site. AI chatbots can reply instantly to common user inquiries.

Trending social media can also empower your business. A solid online presence on social media channels such as Facebook and Instagram will add up to the trust as well as the loyalty of customers. Thus, you can get in touch with your target audience looking for your services on a social platform.

4)Staff Hiring in Advance

If you hire seasonal employees, verify that they understand short-term position duties. If it’s feasible, train your seasonal staff so that they can fill a vacancy in other departments such as sales or accounts after the high demand season.

However, the easiest method to manage customer support is to assign this task to a reliable Customer Support Outsourcing services providing firm. While outsourcing, there are three main options to choose from:

A shared team

A shared team usually works on multiple projects at the same time, allocating sufficient resources for different businesses.

A semi-dedicated team

A semi-dedicated team handles 2-3 projects at the same time. It allows more dedication as well as higher response time for your customer requests.

A dedicated team

A dedicated team works only for your company. Customer Support Outsourcing to a dedicated team results in the quickest response time, fast resolution, and the highest CSAT.

Winding Up

A seasonal business depends on the right time prediction and resource renewal. By taking care of customer support, a company can efficiently handle a peak season and gain a hike in orders. If you need a flexible support solution, we at Octopus Tech are experts at offering top-notch seasonal services. Check out our shared as well as dedicated team plans for your business needs.