De flesta företag börjar inte fundera på outsourcing för att de vaknar en morgon och bestämmer sig. Det brukar smyga sig på, ett missat samtal här, en frustrerad medarbetare där, tills mönstret blir för tydligt för att ignorera. Här är sju tecken som brukar dyka upp innan beslutet tas, och som är värda att ta …
7 tecken på att ni behöver outsourca er kundservice Read More »
Den största skillnaden är vem som ansvarar för bemanning och den dagliga driften. Med en egen kundtjänst anställer, utbildar och leder ni själva de medarbetare som möter kunderna. Med outsourcad kundtjänst låter ni en extern partner ta hand om hela eller delar av kundkontakten. Båda modellerna har sina fördelar. Vad som passar bäst beror bland annat …
What is the difference between outsourced and in-house customer service? Read More »
The customer service industry has got stuck in a false dichotomy: AI or human. But the companies that are actually succeeding in improving their customer dialogue are doing the exact opposite — they are building a customer journey where AI and human solve different parts of the same problem. The question is no longer whether AI should replace human agents. The question is where in the customer journey each party does the most …
AI and human in customer dialogue – why the hybrid model wins Read More »
Many companies want to take advantage of AI in customer service, but do not really know where to start. Autumn is a perfect time to review processes, availability and customer experience. At the same time, it is important to remember that AI works best when combined with human expertise. Use the checklist below to assess how ready your …
Checklist: How to get started with AI in customer service and answering services Read More »
För att era outsourcade BPO-samarbeten ska bli framgångsrika så har vi sammanställt några avgörande faktorer: 1. En kunnig och engagerad implementationsledare: Sätter tempot för projektet. Säkerställer kvaliteten på leveranserna. Håller alla informerade och i linje med målen. 2. Ett skickligt team med dedikerad projekttid: Balanserar självständiga uppgifter med gemensamma teamansvar. Säkerställer att varje teammedlem har …
Five success factors for managing change in your outsourced customer service operations Read More »
Vill du skapa en framgångsrik kundservicestrategi som stärker ditt företags relationer och driver lönsam tillväxt? Vår guide ger dig värdefulla insikter och konkreta tips för att utveckla en kundservice som både engagerar och skapar långsiktig kundnöjdhet. Lär dig mer om hur du skapar en strategi som inte bara möter, utan överträffar, dina kunders förväntningar. Läs …
A good customer meeting is the cornerstone of long-term customer relationships. To succeed in this, not only a strong customer focus is required, but also the right tools and strategies. Here are some key aspects of a good customer meeting and how an outsourcing partner can be the key to success. 1. Responsiveness and empathy In a good customer meeting, it is important to …
Outsourcing customer service can be an effective strategy for improving business efficiency and customer satisfaction, but there are common mistakes that companies often make. Here is a summary of these mistakes and what to consider to avoid them: 1. Lack of communication Many companies fail to establish clear and regular communication channels …
How to avoid the most common mistakes when outsourcing customer service Read More »
Are you thinking about procuring a customer service solution? There is a lot to consider when setting requirements prior to a procurement. At Responda Group, we have worked for over 30 years to deliver customer service to a wide variety of clients. We have compiled the things that can be good to include in a procurement for…
10 things to consider when procuring customer service Read More »
Although many companies have made significant investments in self-service solutions, a new survey by Gartner shows that only 14% of customer service enquiries could be resolved entirely through self-service solutions. Even for simple problems, only 36% of customers manage to resolve their issues without having to contact the company’s customer service team. The survey, which covered over 5,700 customers, shows that many …
Survey: Only 14% of customer service queries are fully resolved through self-service Read More »
Responda Group is a leading player in AI-driven customer experience, always with a human presence. Using smart technology and dedicated employees, we help over 2,100 companies, from small businesses to large organisations, create higher accessibility and better quality in every customer contact.