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Offshore Technical Support

15 Surprising Companies That Offshore Technical Support

History of the offshore technical support industry is instructive. It started out fairly well, cooled a bit around 2009, and picked up steam subsequently. Now, the industry is entering a new phase—one in which more and more businesses are reaping its benefits. Companies That Offshore Technical Support In India The numbers bear this out: 1. IDC expects the BPO marketplace to grow at a five year CAGR of $5.7% reaching $209.4 billion in 2017. 2. The U.S. market is expected to grow at a five year CAGR of 4.3%, reaching $97.5 billion in 2017. That’s great news. But some managers still think of contracting as a cost cutting measure only. It’s not. As history reveals, it’s a powerful strategic weapon […]

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Customer Feedback

How To Use Customer Feedback To Improve Your Tech Support

Are you proactive when it comes to gathering customer feedback? Smart managers are. Customer feedback is the key to improving tech support—or any other service. More importantly, it’s the key to creating epic customer experiences. Every year businesses spend millions gathering feedback. And yet most of these companies don’t do anything with it. Take a look at statistics from a Gartner survey: 95% of companies surveyed collected customer feedback 10% used the feedback to improve customer service 5% tell customers what they’re doing in response to feedback Customer feedback is too valuable to squander. Surviving In A Tough Economy In today’s tough economy providing improved customer service isn’t enough. You must provide epic customer experiences if you want to grow […]

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standards

How Does Your Company Compare To Common Support Standards?

Your call center is the “window” to your businesses. The call center remains the key way customers contact businesses — even with the Internet’s explosive growth. It’s also a key to determining how your customers perceive you and your brand. Obviously, your call center’s performance is critical. But how do you judge call center performance? One popular & proven way is to compare what your center does to industry standards or benchmarks. The information gleaned from this exercise is priceless. It can help you transform your call center into a powerful revenue driver. Use the seven indicators below to help gauge your call center’s performance. Keep in mind that 15% of customers who don’t get their inquiries answered or problems […]

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Unfriendly Customer Support

75% Of Customers Leave A Company After Dealing With Unfriendly Customer Support

Customer Support is all about meeting customer expectations. When you meet them, customers are happy. When don’t, they’re not happy – and they’re not afraid to tell others about it. Nearly 13% of unsatisfied customers tell more than 20 people about a bad experience with a business. This can cost you big time. Poor customer service costs businesses more than $338 billion annually according to a Global Genesys survey. Single Most Important Factor The most important factor influencing how customers perceive your service is how they interact with your call center. Nearly 70% of all customer interactions are handled in call centers. Sometimes, it’s the only interaction a customer has with your business. So you must get it right. Let’s […]

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