--- title: We Are Fiber Blog - English | kristina description: We Are Fiber Blog - English version --- [![](https://www.wearefiber.com/hs-fs/hubfs/Risorsa%2037.png?width=273&height=90&name=Risorsa%2037.png)](https://www.wearefiber.com/en/) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) - [English](https://www.wearefiber.com/en/blog/author/kristina) - [Italiano](https://www.wearefiber.com/it/blog/author/kristina) English - [Customer Service](https://www.wearefiber.com/en/customer-service-in-outsourcing) - [Ticket management](https://www.wearefiber.com/en/ticket-management-in-outsourcing) - [Digital customer care](https://www.wearefiber.com/en/digital-customer-care) - [Help Desk](https://www.wearefiber.com/en/help-desk-in-outsourcing) - [Chatbot](https://www.wearefiber.com/en/chatbot-in-outsourcing-1) - [Booking office](https://www.wearefiber.com/en/booking-office-outsourcing) - [Smart assistance](https://www.wearefiber.com/en/smart-assistance-in-outsourcing) - [Back Office](https://www.wearefiber.com/en/back-office-in-outsourcing) - [Data entry](https://www.wearefiber.com/en/data-entry-outsourcing) - [Data enrichment](https://www.wearefiber.com/en/data-enrichment) - [Document management](https://www.wearefiber.com/en/gestione-documentale) - [Logistic management](https://www.wearefiber.com/en/gestione-logistica) - [Order management](https://www.wearefiber.com/en/gestione-ordini) - [Process Management](https://www.wearefiber.com/en/process-management-in-outsourcing) - [Control room](https://www.wearefiber.com/en/control-room-outsourcing) - [Quality audit](https://www.wearefiber.com/en/quality-audit-in-outsourcing) - [Robotic process automation](https://www.wearefiber.com/en/robotic-process-automation-in-outsourcing) - [Outbound Marketing](https://www.wearefiber.com/en/outbound-marketing) - Industry - [Healthcare](https://www.wearefiber.com/en/healthcare-in-outsourcing) - [Ecommerce](https://www.wearefiber.com/en/ecommerce-in-outsourcing) - [Food delivery](https://www.wearefiber.com/en/food-delivery-in-outsourcing) - [Retail](https://www.wearefiber.com/en/retail-in-outsourcing) - [Finance & Insurance](https://www.wearefiber.com/en/finance-e-insurance-in-outsourcing) - [Mobility](https://www.wearefiber.com/en/mobility-in-outsourcing) - [Travel](https://www.wearefiber.com/en/travel-in-outsourcing) - [B2B services](https://www.wearefiber.com/en/b2b-services-in-outsourcing) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) # kristina ## [Social Media Customer Service](https://www.wearefiber.com/en/blog/2019/06/20/social-media-customer-service) January 31, 2022 How do you know that a **company** is performing at the highest level? Well from the quality of the **...** [READ MORE](https://www.wearefiber.com/en/blog/2019/06/20/social-media-customer-service) ## [The stages of outsourcing a customer care campaign](https://www.wearefiber.com/en/blog/2019/05/08/outsourcing-customer-care-campaign) January 31, 2022 **Outsourcing** one or more of a company’s services is a difficult decision. Most of the time, this... [READ MORE](https://www.wearefiber.com/en/blog/2019/05/08/outsourcing-customer-care-campaign) ## [The importance of customer experience](https://www.wearefiber.com/en/blog/2019/03/13/the-importance-of-customer-experience) January 31, 2022 Nowadays, we live in a competitive market. Customers have the chance to choose between many... [READ MORE](https://www.wearefiber.com/en/blog/2019/03/13/the-importance-of-customer-experience) ## [What are the benefits of outsourcing?](https://www.wearefiber.com/en/blog/2019/08/05/what-are-the-benefits-of-outsourcing) January 31, 2022 Nowadays the word outsourcing is increasingly used in different business sectors around the world.... [READ MORE](https://www.wearefiber.com/en/blog/2019/08/05/what-are-the-benefits-of-outsourcing) ## [Payroll and Accounting Data Entry](https://www.wearefiber.com/en/blog/2019/04/30/payroll-and-accounting-data-entry) January 31, 2022 Every company needs a **payroll and accounting clerk**. Depending on the size of the company, a lot of **...** [READ MORE](https://www.wearefiber.com/en/blog/2019/04/30/payroll-and-accounting-data-entry) ## [What are data transcription services?](https://www.wearefiber.com/en/blog/2019/07/02/what-are-data-transcription-services) January 31, 2022 Have you ever worked as a journalist, content creator or a video editor? Maybe your company needs... [READ MORE](https://www.wearefiber.com/en/blog/2019/07/02/what-are-data-transcription-services) ## [Online Live Chat: Consumer care in the new era](https://www.wearefiber.com/en/blog/2019/02/08/online-live-chat-consumer-care-in-the-new-era) January 31, 2022 [**Customer care**](https://www.wearefiber.com/en/2019/01/03/customer-service-guide/) is becoming more and more sophisticated with companies prioritising **customer...** [READ MORE](https://www.wearefiber.com/en/blog/2019/02/08/online-live-chat-consumer-care-in-the-new-era) ## [Machine learning, deep learning and data entry](https://www.wearefiber.com/en/blog/2019/06/13/machine-learning-deep-learning-and-data-entry) January 31, 2022 It is easy to notice that we are not living in the same conditions as in the environment we lived... [READ MORE](https://www.wearefiber.com/en/blog/2019/06/13/machine-learning-deep-learning-and-data-entry) ## [How can Customer Service be monitored and evaluated](https://www.wearefiber.com/en/blog/2019/07/23/how-can-customer-service-be-monitored-and-evaluated) January 31, 2022 Competitiveness in the 21st century has completely changed the way companies deliver Customer... [READ MORE](https://www.wearefiber.com/en/blog/2019/07/23/how-can-customer-service-be-monitored-and-evaluated) ## [Emerging Technologies in Customer Service](https://www.wearefiber.com/en/blog/2019/06/04/emerging-technologies-in-customer-service) January 31, 2022 There is no doubt that **emerging technologies** are a key factor for companies to give the best **...** [READ MORE](https://www.wearefiber.com/en/blog/2019/06/04/emerging-technologies-in-customer-service) - - [1](https://www.wearefiber.com/en/blog) - [2](https://www.wearefiber.com/en/blog/author/kristina/page/2) - [3](https://www.wearefiber.com/en/blog/author/kristina/page/3) - [![logo bianco WAF](https://www.wearefiber.com/hs-fs/hubfs/logo%20bianco%20WAF.png?width=170&height=54&name=logo%20bianco%20WAF.png "logo bianco WAF")](https://www.wearefiber.com/it) #### [Certifications](https://www.wearefiber.com/it/le-nostre-certificazioni) | ![27002-588x600](https://www.wearefiber.com/hs-fs/hubfs/27002-588x600.png?width=50&name=27002-588x600.png) ![data destruction](https://www.wearefiber.com/hs-fs/hubfs/data%20destruction.png?width=50&height=50&name=data%20destruction.png) ![SOC 2 TYPE 1](https://www.wearefiber.com/hs-fs/hubfs/SOC%202%20TYPE%201.png?width=40&height=55&name=SOC%202%20TYPE%201.png) | ![iso_0000_Livello-3](https://www.wearefiber.com/hs-fs/hubfs/iso_0000_Livello-3.png?width=50&height=50&name=iso_0000_Livello-3.png) ![icon green](https://www.wearefiber.com/hs-fs/hubfs/icon%20green.png?width=50&height=50&name=icon%20green.png) ![soc-2](https://www.wearefiber.com/hs-fs/hubfs/soc-2.png?width=43&height=58&name=soc-2.png) | ![iso_0002_Livello-1](https://www.wearefiber.com/hs-fs/hubfs/iso_0002_Livello-1.png?width=50&name=iso_0002_Livello-1.png)![pci](https://www.wearefiber.com/hs-fs/hubfs/pci.png?width=50&height=50&name=pci.png)   | | --- | --- | --- | #### Contacts [info@wearefiber.com](mailto:info@wearefiber.com) Rruga “Don Bosko”, Kompleksi "Don Bosko", Kulla 7, kati I-re Tiranë #### Company - [Our story](https://www.wearefiber.com/en/about) - [Vision](https://www.wearefiber.com/en/approach) - [Meet our team](https://www.wearefiber.com/en/approach) - [Career](https://www.wearefiber.com/en/careers) #### Insights - [Blog](https://www.wearefiber.com/en/blog) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) #### Services - [**Customer Service**](https://www.wearefiber.com/en/customer-service-in-outsourcing) - [Ticket Management](https://www.wearefiber.com/en/ticket-management-in-outsourcing) - [Digital Customer Care](https://www.wearefiber.com/en/digital-customer-care) - [Chatbot](https://www.wearefiber.com/en/chatbot-in-outsourcing-1) - [Booking Office](https://www.wearefiber.com/en/booking-office-outsourcing) - [Smart Assistance](https://www.wearefiber.com/en/smart-assistance-in-outsourcing) - [**Back office**](https://www.wearefiber.com/en/back-office-in-outsourcing) - [Data Entry](https://www.wearefiber.com/en/data-entry-outsourcing) - [Data Enrichment](https://www.wearefiber.com/en/data-enrichment) - [Document Management](https://www.wearefiber.com/en/gestione-documentale) - [Logistic Management](https://www.wearefiber.com/en/gestione-logistica) - [Order Management](https://www.wearefiber.com/en/gestione-ordini) - [**Process Management**](https://www.wearefiber.com/en/process-management-in-outsourcing) - [Control room](https://www.wearefiber.com/en/control-room-outsourcing) - [Quality Audit](https://www.wearefiber.com/en/quality-audit-in-outsourcing) - [Robotic Process Automation](https://www.wearefiber.com/en/robotic-process-automation-in-outsourcing) - [**Outbound Marketing**](https://www.wearefiber.com/en/outbound-marketing) #### Industries - [Healthcare](https://www.wearefiber.com/en/healthcare-in-outsourcing) - [Ecommerce](https://www.wearefiber.com/en/ecommerce-in-outsourcing) - [Food delivery](https://www.wearefiber.com/en/food-delivery-in-outsourcing) - [Retail](https://www.wearefiber.com/en/retail-in-outsourcing) - [Finance & Insurance](https://www.wearefiber.com/en/finance-e-insurance-in-outsourcing) - [Mobility traveler](https://www.wearefiber.com/en/mobility-in-outsourcing) - [B2B Services](https://www.wearefiber.com/en/b2b-services-in-outsourcing) #### Newsletter ###### Follow us on - [Privacy Policy](https://www.wearefiber.com/en/privacy-policy) - [Cookie Policy](https://www.wearefiber.com/en/cookie-policy) - [Terms & Conditions](https://www.wearefiber.com/en/termini-e-condizioni) Back to top ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "How do you know that a company is performing at the highest level? Well from the quality of the product or service of course, but not only. Nowadays there are multiple characteristics that improve the overall experience of customers. The most important one is the correct implementation of Social Media Customer Service. Customer Support is in constant evolution with the development of technology. For instance, Social Media have made it both tougher and easier for companies to provide the best customer support. Social platforms brought a big change into society and they have revolutionized the way companies interact with their customers. The number of worldwide accounts increases day by day. For example, Facebook has 2.38 billion users at the moment and it is expected to reach the 3 billion landmark by 2021. In a word, those are 2.38 billion potential customers, of which 1.5 billion sign in every day. As one of the biggest communities, it comes with a lot of opportunities, but are you taking advantage of them? Let's find out. What is Social Customer Service? Instead of being just a place to connect with friends and family, Social Medias provide a platform for potential and existing customers to reach out to brands and seek help when they have queries, issues or concerns. There are many different platforms like Facebook, Twitter, Instagram, Linked In, etc. Furthermore, each one of them has numerous different ways you can interact with. Initially, you have chats and messages but also with comments and posts. Just imagine that you have an X company which operates in all of the above mentioned social media. Each of them has it's own communication channel and for sure, you will be receiving queries from all of them. Customers need to feel that you are always ready to answer their problems, standing by in the corner. You can use social media to give the impression as if they’re talking directly to the company. Maybe it won't be easy to respond to every single comment, but if you reply constantly, customers and clients will notice. Much more than just Social Media Customer Service Without being social, it will be just a media. In fact, it is much more than just answering queries and concerns. Social Media Customer Service should be about relationship and loyalty building, which can only be achieved by reaching a high response rate. Most importantly, it allows you to create a brand customers can rely on. If you leave good impressions constantly, the word is going to spread. Why is Social Media Customer Service different? We all know standard Customer Service like email management, call handling or website chats. Companies use direct lines where their clients can contact them and resolve their issues. On the other hand, Social Media Customer Service is completely different and it has its own approach. Your clients are already there. They will come by your business and if you don't provide effective service paired with a positive attitude, they will go to your competitor. Social Media has empowered customers so much. They can either make or break your brand's name so fast you won't notice. Now they can choose the communication channel themselves and time is not anymore on companies favor. Customers expect faster answers if you want them to become a regular client. Equally important, companies can deal with multiple customers at once. Giving support over the phone requires a lot of time as every customer takes his/her own time to describe their issue. Anyway, with the emergence of social media, the agents can handle multiple customers at the same time. In addition, they can easily manage cases with customers that face the same issues by posting the solution on a public forum. Social Media allows public customer interaction. Sometimes they want to share their problems on online platforms, especially social media. Businesses cannot hamper with their brand image in public. These type of queries need immediate action to solve the problem. It gives you the opportunity to show how helpful and highly responsive you are. This is free marketing that will help you create a positive impact on potential customers. How to manage Customer Service. Initially, you should start considering social customer service as a priority. As we mentioned above, the number of users is almost half of the world population. So more and more customers, new or existing, are going to approach your company through social media. Customer Service is the backbone of your company and in the near future, Social Media will become the backbone of your Customer Service. You need to set up a social handle team. Social Service needs special care from focused agents to manage all queries. Customers expect solutions for their issues as quickly as possible, so a dedicated campaign is a must. You can either hire your own team or you can choose to outsource it to another company that is specialized in that area. Be proactive and creative. In a market with so much dynamism and so many similar companies to yours, you have got to make your voice heard. Be creative with your Customer Care, especially with public interaction. Don't be a 'robot'. Instead, try to properly understand every issue and then provide a faster and satisfying solution. Potential customers will notice that you care. And to finish it, you should consider implementing omnichannel platforms. An omnichannel approach will help you gather customer quires from all channels of Social Media that you are present in. This will make the job much easier. Omnichannel organize all quires into a single queue so you don't miss any of them. We Are Fiber Here at We Are Fiber we will take care of your social media presence by implementing a campaign that will deliver effective social service. We Are Zendesk partners as well. We use the Zendesk omnichannel platform to manage all of our e-commerce campaigns with the highest efficiency. By merging our experienced human force with the latest technology we can deliver qualitative outsourcing solutions for your business. Do you want to know more how we handle Social Media Customer Service? Would you like to understand who we are and what is our vision? Well, contact us now and we will be more than happy to have a conversation with you! Contact us here or via the following methods: info@wearefiber.com Phone (It) +39 02 42 10 11 22 Phone (Uk) +44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "kristina", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/kristina" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Social Media Customer Service", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/social-media-support-300x200.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2019/06/20/social-media-customer-service", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Outsourcing one or more of a company’s services is a difficult decision. Most of the time, this approach is considered as a loss of power and control. Therefore, identifying a suitable and trusted partner is of key importance. A Customer Care Campaign on the other hand, when outsourced, it includes among others the management of the campaign by the outsourcer. Many businesses have found this factor to be a strong influencer to increase efficiency while focusing on their core businesses. Hence, together with the low operational costs, have been between the most important reasons for optimizing the businesses. Below you will find a detailed explanation of the stages related to the outsourcing of services. It includes 3 phases: preparation, execution and new activities. Customer Care Campaign : Preparation Once the client has found the required outsourcer, it has to follow certain procedures to make the handover of all processes and the management of activities. It doesn't matter what kind of outsourcer it is. The common component needed for a successful collaboration is related to building trust and close cooperation between parties involved from the early stages. Therefore, to have a productive relationship the first step should be well executed. The preparation phase consists of the exchange of the necessary information. Furthermore, it is important to set the desired standards and requirements of the parties. Being transparent since the beginning of the collaboration is directly related to a healthy partnership and positive expected outcomes. From the outsourcer perspective, the process starts with the collection of the information followed by the analysis of the customer needs. Then it goes deeper with the understanding of technical exigencies. This is in terms of the coordination of the IT infrastructure to come up with the necessary strategies for the optimization of the processes. Furthermore, the client and the outsourcer define the identification of roles, the timeline, and specifics of the recruitment processes. During all these activities, it is important to always report on the progress and to make the necessary adjustments. Thus, an operational roadmap consisting of a shared activity calendar could be an important tool to keep track of all the developments. Execution The preparation phase is just the first contact and first plan or draft to get into the real work. The execution phase emphasizes value delivery. Usually, it starts with the training activities and ends with the analysis of the results. For instance, the outsourcer designs a clear guideline for all the situations that may occur to the outsourcer. It includes the analysis of the volumes received, Key Performance Indicators, emergency plans, and escalation levels. These elements are crucial for the maintenance of the Customer Care Campaign. On the other hand, as already planned on the preparation phase, the outsourcer executes the technical tests to make sure the qualitative and effective continuity of the activities. In addition, the training of the personnel is very important as they will represent the image of the client. Therefore, the outsourcer presents careful and dedicated customized programs to the recruited individuals. In addition, it structures the training based on the requirements of the client and the experience of the outsourcer. When everything is made clear and seems to be alright, it is entered into the Go Live stage where the start of the agreed activities is developed. This start also indicates that the monitoring capabilities should be at the maximum to understand all the problems and activities that were not predicted during the planning phase. Everything should be demonstrated in the reports that are shown to the client on a weekly or monthly basis. These reports give a hand to the decision making, therefore, their accuracy is of high importance. New Activity Every activity is part of a chain of reactions. For instance, having the results obtained in the previous stage is crucial to give life to new strategies and point of views. Without reports and specialized analysis, it would be difficult to result in profitable situations. In this stage, the relationship between the client and the outsourcer is more consolidated. Therefore, it is time to seek new opportunities to go forward with it. Given the trustworthy and qualitative service, the client may understand that there are other activities it wants to outsource that the outsourcer can help with. Therefore it starts a preparation phase for the new activities followed up by the identification of the new set of services and the last one, the evaluation of results and business needs while identifying opportunities for improvement. All these stages are necessary to reach maximum satisfaction of both parties involved in the contractual relationship. The interested parties should make a careful evaluation of a transparent and productive process. Synergy is the most important thing to have a qualitative customer care campaign. Hence, investing time and resources is vital to make sure the customer experience is positive. We Are Fiber At We Are Fiber, we are very keen on details and customer-centered. We strongly believe in our capacities to serve the clients in the best way possible. Our philosophy stands on providing qualitative services as a derivative of a consistent and close relationship with the client. The above-mentioned phases are the foundations of our processes and proof of our structured services. Receiving a customer care campaign is very important for us and we have the necessary experience to adapt to customers' needs. If you find our services and the outsourcing stages to be a perfect match for your company don't hesitate to contact us via the following methods. We are open to any kind of requirement you may have, and we are convinced to find the golden ratio in the potential partnerships. info@wearefiber.com Phone (It) +39 02 42 10 11 22 Phone (Uk) +44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "kristina", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/kristina" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "The stages of outsourcing a customer care campaign", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/email-customer-care-300x200.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2019/05/08/outsourcing-customer-care-campaign", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Nowadays, we live in a competitive market. Customers have the chance to choose between many products and services. The product diversification has engaged companies in a “market war”. They want to position themselves as the first choice in the industries they operate. The biggest factor that influences this positioning is customer experience. Businesses are adjusting their in-store and other touchpoints' plans to improve this experience. In particular, marketers have shifted their attention to environmental design and entertainment. The main goal is to achieve customer delight. In addition, even customer service providers are paying more attention to this issue. Human contact is at the core of their activities. This increases the expectations about the quality of the results. Value in Customer Experience Customer Experience is an important part of the customer journey. It is the perception of the customer about a brand after interacting with them. There are many factors that affect the perceived value of a brand. Perceived risk is one of the most important. It varies from performance, physical, social or financial to psychological risk. Let’s take a Customer Service Provider as an example. The perceived risk, in this case, is of great importance in decision making. Which one of the potential contractors should a company select? Is that contractor able to maintain the process as desired? What is the impact that not meeting environmental conditions' standards can have? What if the agents don't perform the tasks correctly? Moreover, companies might risk their brand reputation, which would also lead to financial loss. Therefore, these are all very important issues that play a big role in customer experience decisions. What's more, an added value to a product or service can make a big difference in customer experience. This value can be of a monetary or non-monetary kind. In fact, customers measure the value of a product or service based on the value proposition. It consists of the promise made by the company that will deliver a specific bundle of values. They can be about price, innovation or personalized characteristics. Companies should make the promised bundle of values part of the customer experience. In this case, the expected value should be equal to or lower than the perceived value. Because of this, customer satisfaction should be neutral or positive. Customer Engagement To receive a positive experience, customers should engage with the product or service. Usually, companies observe and analyze customer engagement. Doing so, helps them to improve their performance. To add, customer engagement is a key point for reaching the goals. It includes: Involvement – customer makes an appearance in a touchpoint. Interaction – customer behavior in the touchpoint. Intimacy – emotional reaction of customers while at the touch point. Influence – advocacy and referral. (Buttle and Maklan, 2015, p.196) Consequently, these points are very important for good customer experience. Moreover, the positive engagement of the customer with a company is very important. It may influence an enjoyable customer experience. Hence the result would be brand loyalty and the promotion of the product or service. In addition, it is cheaper to keep a current customer than to get a new one. Thus, engaging customers in the company’s mission is the best attraction. Customer Service vs Customer Experience Many people believe Customer Service and Customer Experience are the same. On the contrary, they are actually very different concepts. Customer Service helps customers through various communication channels. On the other side, Customer Experience focuses on how to deliver the product or service. This means that customer experience can be part of the customer service. Also, the opposite can be true. Customer service can be an important part of CX in other products or services. In 2017, Gartner made a survey about Customer Experience. 81% of participants said that they will focus their strategies in CX in the future years. This stresses the importance of customer experience in creating a competitive advantage. There are countless products and services available in the market. Thus, it is difficult to grab the customer's attention. Yet, a company should try to sell the uniqueness of a product or service. In this case, it exists a great chance to be distinguished from the crowd. Marketing is playing a critical role in affecting the behavior of masses and customers. As a result, behavioral economics is the newest trend in the business world. BPOs and Customer Experience Strategies BPOs that provide omnichannel solutions can improve CX. Customers don’t have to wait a long time to receive an answer. This is thanks to an integrated system for service channels. In other words, clients can get a combined and interactive quick service. At the same time, they receive a kind and effective solution to their problem. Furthermore, at We Are Fiber, performance evaluation is at the center of attention. It helps to identify issues and fix them as quick as possible. This way, Fiber has been able to create a positive impact on everyday interactions. Moreover, the company prepares detailed reports for the clients every week. They make suggestions on continuous improvement. The goal is to find optimal solutions to create the right customer experience. Furthermore, Fiber’s employees are always trying to build a wonderful customer journey. They do it by using their social and other skills. Customer Experience is a vital part of customer service in Fiber. No matter what, Fiber is a customer-centered company. Having customers as priority has led to a customized and enjoyable customer experience. The trust the partners have in Fiber and long-term relationships reflect their satisfaction. We Are Fiber At We Are Fiber we take care to deliver the best customer experience. We are always adapting to new trends and customer preferences. Furthermore, we combine our Multilingual Staff and International Experience to provide effective solutions. We have faith in our people’s potential to represent our clients in the best way possible. Human values and careful statistical analysis are the key to our success. Satisfying our clients has been our purpose since day 1. Moreover, we have managed to achieve high satisfaction rates through cooperation. Please contact us to request a quote or if you want to equip with more information on what we offer! info@wearefiber.com Phone (It) +39 02 42 10 11 22 Phone (Uk) +44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "kristina", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/kristina" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "The importance of customer experience", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/the-importance-of-customer-experience.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2019/03/13/the-importance-of-customer-experience", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Nowadays the word outsourcing is increasingly used in different business sectors around the world. But what exactly does outsourcing mean and what are the benefits of outsourcing for your company? Outsourcing refers to the way in which companies delegate sectors of their business to external companies. This can apply to any activity or position within the company. This solves the problem of having to invest internally for services unrelated to the main purpose and values for which the company operates even if the advantages are many more. Benefits of outsourcing For many years the policy of outsourcing has been adopted by many companies. However, the benefits of outsourcing are not yet clear to all. Let's see what exactly does outsourcing mean and why companies should at the very least consider this possibility. Cost advantages: how outsourcing saves money The most obvious benefits of outsourcing are advantages related to cost savings. As mentioned, outsourcing allows cutting the costs of lower priority activities. As a result, the money saved can be invested in other activities that are more relevant to the company. Outsourcing then involves transforming fixed costs into variable costs. Thus, allowing small and large companies to invest their capital in other activities. Companies can choose to invest in activities more profitable and attractive to their customers, or even improve existing services. This also involves, for the most innovative companies, the possibility of beginning startup processes more easily. Such processes are often set aside for the excessive initial costs they require. It is not true that opting for a more economical solution means lower quality. It is possible, through the use of outsourcing, to save costs without sacrificing the quality of work. The activities that companies usually tend to outsource are those related to distribution such as marketing and logistics or operational ones such as accounting, billing or customer care. This choice involves a proportional reduction of costs since the investments in the delocalized areas are supported by the BPO. The savings are considerable too. This is as a result of reducing the cost of labor thanks to the reduction in staff and staff training. In addition, outsourcing eliminates the need to invest in infrastructure and technology development as outsourcing partners can manage the responsibility associated with these elements. Efficient services Companies that provide outsourcing, such as We Are Fiber, offer services based on years of practice in different business sectors and the experience necessary to complete even more complex projects. Better knowledge and understanding of the industry are factors that help increase productivity and the efficiency of these processes. Ultimately, these factors contribute to the improvement of the company. Another benefit of outsourcing is converting ideas into results more easily and at the same time faster. Through the outsourcing of sectors in your company, you can save energy and have the opportunity to concentrate on developing your brand, make investments in research and introduce new services. Choosing the best partner is the initial decision that creates the basis for the company's development. For this purpose, it is advisable to keep in mind the following requirements: reliability, technical competence, the timing of the updates, experience. The outsourcer assumes full responsibility for the service as a whole. Another fundamental benefit of outsourcing is being able to exploit knowledge and specialized external resources outside their workforce. This enables the company to achieve better results. In fact, choosing to outsource means entrusting complementary tasks of your company to people that already carry out similar activities and therefore are is more specialized and capable. And this is equivalent to ensuring productivity and efficiency in processes and products. Core Business Finally, the outsourcing of less relevant functions for your business allows managers and executives to focus on priority and more interesting activities, to invest in research and development and to create effective branding activities, facilitating the implementation of successful strategies and actions. These are the main reasons why more and more companies choose to rely on outsourcing to maintain a competitive position in the market. Main outsourcing functions The client saves the phase of economic and functional planning for updating its systems. The client focuses exclusively on the structure of their business by delegating to the partner the methods of execution. If managed in-house, the company would incur higher costs for marketing needs that would fall on the end customer. The outsourcer manages several client companies so they are better at assessing their prospects. In this way, every single delegating company reduces the risks of erroneous forecasts of the market trend. Addressing resources more focused on the core business. Increased market competitiveness. Possibility of better monitoring and maintenance of the equipment. Respond more quickly to customer requests. Use of a very high level of specialization on the part of the supplier that is able to update itself better and immediately. Through outsourcing, access to the use of quality and experience resources is much simpler and cheaper. These are the main reasons why more and more companies, choose to rely on outsourcing to maintain a competitive position in the market and are just some of the different advantages to consider. We Are Fiber Founded in 2011, We Are Fiber has grown to become one of the leading outsourcing companies in customer support, consulting, technology services, digital marketing and is continually at the forefront of innovation. Our company is known as a next-generation call center outsourcing company that has helped numerous companies so far, to reinvent their businesses for the digital age. Through a collaborative approach focused on the customers, the professional team in our company are able to generate an immediate impact to achieve targeted results. By understanding the business value of our client companies, we are able to transform, improve performance and also help them become more agile and competitive. Contact us to find out how we can support your business! Email: info@wearefiber.com Phone (It): +39 024 210 1122 Phone (Uk): +44 203 870 4408", "author" : { "@type" : "Person", "name" : "kristina", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/kristina" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "What are the benefits of outsourcing?", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/helpdesk-platform-300x176.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2019/08/05/what-are-the-benefits-of-outsourcing", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Every company needs a payroll and accounting clerk. Depending on the size of the company, a lot of payroll and accounting data entry work is often needed. Usually, Payroll and Accounting clerks have a lot of other tasks to manage. Since data entry is usually very time consuming, it might stall their work. Therefore, many companies choose to outsource payroll and accounting data entry fully or partially. Read more about outsourcing data entry Payroll and Accounting Data Entry Tasks Payroll clerks usually deal with tasks such as employee management, collecting timekeeping information, calculating payroll based on hours worked, leaves, overtime, etc. In addition, they also manage and calculate tasks and deductions, staff bonuses, verify information, investigate discrepancies, update and maintain the information, etc. A payroll clerk will also need to perform a lot of data entry work. For instance, a payroll clerk would need to enter timekeeping information, schedules, hours worked in the system. They would also need to calculate payroll information based on the information they have entered. In addition, they need to enter the calculated data into a report. If a company has a big number of employees, it would be impossible for one single person to manage all these tasks. Therefore, the companies would need to allocate a lot of resources to the Finance and Accounting department. However, if a company outsources part of these tasks, let's say, the entry-level ones, the processes will be finished faster. To add, the cost of maintaining a Finance and Accounting department would subsequently be lower. On the other side, an accounting clerk has just as many tasks to perform. Among those tasks are spreadsheet management, invoice processing; accounts payable files and records maintaining, invoice uploading, etc. The above-mentioned tasks all require data entry. Why outsource payroll and accounting data entry? Firstly, a popular reason why companies outsource is to cut costs. This applies not only to outsourcing payroll and accounting data entry tasks but to every outsourced process. In-house costs do not include only employee costs and employee benefits but also costs related to technology and software. Secondly, companies outsource for specialized support. By outsourcing the process, companies are delegating the tasks to a team with more expertise. This scenario is ideal for startups because it is a better option than managing it themselves or hiring an expensive team. Moreover, outsourcing expands the pool of talent and expertise to global dimensions. Thirdly, recruitment and training are two reasons that are also of great importance. Not only do they translate to additional costs, but to more wasted time as well. And if a team member doesn't pass the test period or, for some reason, decides to leave, the recruitment and training process needs to start again. Fourthly, outsourcing helps reduce risks of fraud. This is related to several aspects. One of them is working with expert and specialists and the other is having a quality team. A good outsourcing partner will also employ a quality assurance team to lend a pair of extra eyes and avoid any mistakes. In addition, fraud can be avoided because the extra control ensures that no illegal moves are made by employees. Fifthly, small companies and startups that are growing usually decide to outsource payroll and accounting data entry or management since it helps them increase control, allocate resources to activities that help grow their business. Lastly, an important reason is being in control and having more visibility. An outsourcing partner can generate detailed reports to help stakeholders have more visibility over the financial situation. Outsourcing the full process A Finance and Accounting department is made up of the following processes: accounts payable, accounts receivable, payroll, reporting, and quality. It is not only big sized companies that outsource payroll and accounting data entry. Startups do that too because it helps to minimize costs. Instead of allocating a lot of budget to maintaining a full financial department, companies can outsource the processes to experts. This helps to be in control, ensure quality as well as to avoid risks. Outsourcing the full process includes customer service, following up, data entry, back office, accounting, financial control, payroll, etc. We Are Fiber We Are Fiber is specialized in smart-sourcing, helping companies focus on their core business while our experts manage knowledge and routine processes. Companies that outsource payroll management to We Are Fiber benefit from a team of specialized resources to optimize their accounting and payroll activities. We create tailor-made solutions for our clients and we ensure maximum data protection and security. The resources that are entrusted the client activities undergo a careful process of selection, screening, interviews, and training. What helps us ensure a high level of quality is our quality assurance system. We Are Fiber has a two-level quality team that monitors and checks the work. Contact us here if you also want to benefit from our expertise and know-how in the industry. info@wearefiber.com Phone (It) +39 02 42 10 11 22 Phone (Uk) +44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "kristina", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/kristina" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Payroll and Accounting Data Entry", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/data-entry-outsourcing-300x183.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2019/04/30/payroll-and-accounting-data-entry", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Have you ever worked as a journalist, content creator or a video editor? Maybe your company needs to transcribe recordings into a written document? Professionals that deal on a daily basis really do understand the importance and how much time this process takes every day. As for the others, don't feel left out. With the development of technology and the increasing flow of information, perhaps you will find this process important as well. Data Transcription is a service that has proven to be very useful for different companies. Businesses produce more content day after day. And they come in various different formats for example subtitles, recordings, court hearings, interviews, etc. But data is not always on the preferred or usable form, someone needs to transform 'ice into water'. In this article, we will find out how is this service going to help you, application and who is it best for. Let's get on with it. What are data transcription services To summarize, transcription is the service of providing a written document of spoken words. The main reason why the process of transcription is performed is to transform the content into another format in which the client is demanding the data. Accuracy and authenticity of data are the most important details while performing Data Transcription service. A corporate striving to grow doesn't have time to focus on transcription and to their core competencies at the same time. In addition, they might not contain the needed experts to transcribe. Doing it in-house may end with a lot of errors which hamper the focus to core tasks. Nowadays most, if not all, of the companies outsource on transcription service providers. Whom are they best for Usually, the main fields where data transcription services find use are for business, legal, or medical purposes. Business- With the development of technology so has come the development of channels that information flows. Not only that, but the amount of information has increased drastically. Data management is an everyday process, whether it's internal data or customer details. Mainly the areas where a data transcription service finds use are conference notes, podcasts, dictation, interviews, meetings, voice mail, etc. Legal- Companies that offer Services of legal transcription are growing rapidly. Also, the fields of application have increased, including now the transcription of depositions, testimonies, official court hearings, interrogations, client letters, legal briefs as well as general legal correspondence. Materials used for legal transcription come in different formats, from audio tapes to digital recordings to video. Medical- Transcription services are the core processes where the healthcare industry depends. Doctors, nurses, administrators, and other healthcare employees need a top-quality transcription service to maintain patient care records. Firstly they receive training to understand healthcare terminology, medical abbreviations, and insurance information. This is done in order to provide a correct medical dictation. Starting from depositions, medical dictation, notes, lab reports, hospital transcriptions, medical recordings, and reports, it has a lot of work to be taken care of. Data transcription, what technology do they use? For the purpose of being as much accurate as it can, human force is actually the most necessary resource for this case. It can be done manually by a specialized employee, with the right set of skills and tools. You would only need a PC and some headsets in order to transcribe. In industry, it takes about 1-hour work to transcribe 15 minutes of audio. With the development of modern technology like speech and text recognition, transcription is way simplified. An MP3-based Dictaphone can be used to track the sound. Transcription recordings can be in different media file types. Data then can be uploaded to a PC, cloud storage, or emailed within minutes to someone who could be anywhere in the world. Also, there is AI software that performs transcription but it is not yet on its pinnacle for many reasons. Speech recognition is very hard to be 100% accurate because they are not able to recognize dialects, sarcasm, etc. We Are Fiber Here at We Are Fiber you will find an experienced human force and the technology to deliver Data Transcription for your company. We constantly provide Data Entry and Back Office services, meaning that we have excellent experience in dealing with information transcribing and implementing. Whether you are medical, legal or business, We Are Fiber will tailor build a campaign for your business to deliver results. Do you want to know more about? Who we are and how we work with our clients? Don't hesitate, contact us to have a friendly chat !! Contact us here or via the following methods: info@wearefiber.com Phone (It) +39 02 42 10 11 22 Phone (Uk) +44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "kristina", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/kristina" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "What are data transcription services?", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/data-transcription-300x200.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2019/07/02/what-are-data-transcription-services", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Customer care is becoming more and more sophisticated with companies prioritising customer experience. Clients are now served through multiple channels. Speed and efficiency are the most important factors in increasing customer satisfaction and because of this, online live chat plays an important role. Online live chat helps meet customer expectations and increase customer loyalty. This is, however, not the only benefit. Live chat, when used correctly, can improve sales and increase conversion rates. Live Chat and the new Customer Service Experience The demand for exceptional customer care has nowadays increased more than ever. Customers have higher expectations due to the rapid technological advancements. To be on top of the competitions companies need to be one step ahead and put in place the latest customer care strategies. Because of the rapid changes in the market, companies cannot afford to fall behind. Following the latest customer service trends will enable companies to step up their game. Customers expect every service and product delivered on time and without delays. Customer Service shouldn't be any different. Online live chat is a customer service channel that is becoming the most preferred method of communication for clients. The main reason behind this is that it allows clients to receive support instantly. Clients don't need to wait on the phone or for an email response. Market characteristics Target clients- According to Financial Times, millennials are the world's most powerful consumers. If companies want to be successful, their marketing and customer service strategies should adapt to their specific needs. Millennials depend on technology for almost all of the aspects in their lives. Everything can be done online and in real-time. Online live chat is the most preferred method for the young generations specifically because it meets their needs. Technology- Technology has a big impact on customer experience. Because of technology, people now lead a fast-paced life with instant coffee, instant food deliveries, instant bank transfers, etc. Online live chat makes it possible to match this tempo. Competitiveness- As competition is growing and as there are many companies providing similar services and products, companies can differentiate themselves only by providing excellent customer service. Customers are no longer satisfied only with the service or product. They are now giving more importance to the customer journey and experience. If customers receive poor customer service, they will stop buying. Online live chat is no longer an option to stand out from the competition. It is a must. Benefits of Online Live Chat Support Having an online live chat solution in the new era of consumer care has several major benefits for companies. From providing fast information to providing fast customer support, live chat has become a strategic feature for most companies. Online live chat helps you reach your target audience easier. Furthermore, companies now have a way to directly connect with the new website visitors. In the new age of technology, customers don't take the time to visit a business physically. They will often rely on information that they can find on the internet. Thus, if a client doesn't find the information that they were looking for online, the chances of them doing business with that company will be lower. Online live chat enables customers to ask companies in real time about the questions they have. Moreover, online live chat helps companies have faster resolution times. While phone support also has fast resolution times, live chat enables customers and operators to share information more effectively. They are able to share screenshots, videos of occurring issues and different documents. Reducing Costs and Increasing Revenue Live chat technology is also cheaper than phone support and email support. You don't need to pay for every call, pay for VoIP or for expensive email accounts. Another reason that live chat helps reduce costs is that it allows operators to multitask. Because of this, companies will need to employ less staff then they normally would. As we have already mentioned, online live chat in the new era allows companies to be competitive. Good customer service ensures a high retention and conversion rate. The new dynamic market calls for excellence, quality and speed. Online live chat helps companies gain an important advantage against their competitors. Being on top of your competition means more business for your company. Lastly, online live chat is not only helpful for customer service but it helps increase sales too. According to a study conducted by Forrester, having live chat on your website can increase your website conversion rate by 29%. Moreover, studies have also proven that online shoppers need support in order to make a purchase. Online Live Chat management made easy Managing online live chat is sometimes challenging for companies. Firstly, companies need to have dedicated and skilled staff for the management of online live chat. Time zones are also difficult to manage. If your customer base is global, you will need to have wide coverage of support. Normally, global companies tend to have a 24/7 customer service. Large teams of online live chat operators are also needed. This is to guarantee speedy support to all clients, without having them wait. Sometimes, when there are technical problems, the volume of chat tickets will increase. Without a backup plan, companies will have difficulties managing such situations. If you want to improve the customer journey, you can integrate online live chat into an omnichannel solution. This will enable a seamless interaction for the clients, and will subsequently increase customer satisfaction. We Are Fiber WeareFiber has partnered up with Zendesk to provide companies with fully integrated live chat software. The all-inclusive customer service package does not only include an omnichannel software solution, but also a fully trained and experienced customer service team. Out teams are made up of specialized resources ready to handle your customer queries in multiple languages. Our Team Supervisors report to the Account Managers, who in turn, liaise with the client through every step and stage. Reach out to We Are Fiber Sales team here to find out more details about our all-inclusive customer care packages. info@wearefiber.com Phone (It) +39 02 42 10 11 22 Phone (Uk) +44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "kristina", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/kristina" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Online Live Chat: Consumer care in the new era", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/pexels-photo-1375261-300x200.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2019/02/08/online-live-chat-consumer-care-in-the-new-era", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "It is easy to notice that we are not living in the same conditions as in the environment we lived in previous years. The impact of technology has been of significant importance. Therefore, investing in the latter has become a matter of necessity rather than a luxury as it may have been in the previous years. There is a silent war going on between many countries on the innovation they are generating through technology. Most of the time when the concept of innovation comes up, it usually is for technological innovation. Furthermore, in different industries and services, they use these developments to increase efficiency and reduce costs. Among the developments, an important one is Data Entry Technology. Below you will find a detailed breakdown of the most important concepts related to Data Entry Technology. Machine Learning Machine Learning is related to a method based on an algorithm that makes certain predictions with the need for initial human input. The idea stands on the simplification of processes that become better with time, but always in need of some guidance to prevent any problem that may arise during the development of the activity. Examples of Machine Learning usage can be seen almost everywhere. For instance, many companies use certain technology based on Machine Learning to predict what would customers enjoy the most. Hence retail, finance, media, and entertainment or other companies, have found that Artificial Intelligence and Machine Learning can bring them closer to the customers and enhance sales. The growing volumes of the data generated have made it difficult to take the right decision in specific situations. Most of the time, the data remain at a preliminary stage without turning into information which is the state the companies need to function. With the help of Machine Learning turning data into information has become easier and more effective. However, with Machine Learning there is always the need for surveillance. Therefore, what companies are aiming for, is Deep Learning. Deep Learning Deep learning as Machine learning is based on algorithms to perform the required activity. Businesses consider them as a subset of Artificial Intelligence together with Machine Learning. In this case, algorithms learn by using their own data processing. Companies use Artificial Intelligence to make predictive analysis. Nevertheless, with deep learning, the algorithms are able to identify themselves the accuracy level of the prediction. This is not possible with Machine Learning. If an inaccurate decision occurs through Machine Learning the responsible person should make the necessary adjustments that do not happen with Deep Learning. Therefore huge investments are being made for this technology too. Deep Learning is used in different services. For example, Customer Service. Chatbots in this service, improve from day to day to achieve the desired state. It is predicted that the use of deep learning will be essential in the future. There are many times when customers ask a general question that with the help of chatbots can be easily resolved and also cost-effective managed. There are many other cases when deep learning comes to great help with efficiency. In e-commerce, for example, there are many customers that ask for general information that can be received without the need of a physical person. Through deep learning, in Chat Bots it is aimed to act accordingly. The physical persons can allocate their time into more complex problems. Sometimes companies may lose important customers because they may be concentrating their attention on general inquiries and letting other clients that may have other kinds of requests wait. Data Entry Technology All being said, it seems that most of the time there is no need for physical persons to perform Data Entry. Companies are going towards automation. New technologies innovate the way Data Entry functions. More importantly, there are key points where Data Entry Technology improves the process as a whole. Either if we are talking about speed, security or quality, the interaction of qualified people and the latest technology will always have a positive impact. Like mentioned above, Machine Learning has the ability to recognize patterns. This is improving the accuracy level but also quality and speed. Furthermore, we have Optical Character Recognition technology. This is the process of identifying and extracting information from paper or electronic documents and converting it into machine text. As a result, human resources will not be used for manual inputting but more as a final quality check. Automated data entry processes adapt based on the specific industry needs and goals of a business. Because of its advanced technology, it can help manage remote data more effectively by broadening its network availability. Its capacity to enter data real-time can help businesses to achieve faster responsiveness and improved flexibility. There will also have a significant decline in the use of paper-based data entry. We Are Fiber At We Are Fiber, we are constantly investing in automation, but we believe that human connection is the core issue of every service. Therefore, instead of substituting people with technology, we use technology to serve people by increasing their productivity. Even so, human input is necessary to deliver the service properly. It is safer to have a quality check approach together with the core service done by humans rather than automated. Hence, providing qualified personnel for data entry services is an activity we dedicate time and the necessary resources to make sure we properly perform duties for our clients. If we provide what you are looking for, then here is your chance to get in touch with our team! Contact us here or via the following methods: info@wearefiber.com Phone (It) +39 02 42 10 11 22 Phone (Uk) +44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "kristina", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/kristina" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Machine learning, deep learning and data entry", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/outsourcing-data-entry-300x169.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2019/06/13/machine-learning-deep-learning-and-data-entry", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Competitiveness in the 21st century has completely changed the way companies deliver Customer Service. Have you ever thought what convinces consumers to stick to a brand? Furthermore, have you ever thought what makes them give up on a certain product? The most common mistake that companies make is that they do not give the expected buying experience to their customers. I mean, Customer Experience is now as important as the product or service itself. You may have an excellent product, but it needs great Customer Care back up. In case you want them to be long term clients, of course. And do not be mistaken, even if you are a well-established brand you will lose clients if you don't listen to what they require and how they want it delivered. How to monitor Customer Service? There are some technics that will serve as guidelines for you to find if you are bringing value to your customers. For example, listening to interactions between customers and your representatives would be substantial. This way you can understand what kind of attitude the CSR (Customer Service Representatives) transmit to the other side of the phone, their approach and professionalism. Let alone the internet and Social Media. With the development of technology, it is so easy now for companies to understand what they are doing wrong. Online platforms have provided customers with the opportunity to have their say. Specifically, the ones that are not happy with their experience. Time after time, it is a great idea to read the feedback you receive. Especially, the ones that do not make you smile. Bill Gates, the co-founder of Microsoft, once said that Your most unhappy customers are your greatest source of learning'', and he is absolutely right. Moreover, another important method is scheduling weekly meetings with the team responsible for Customer Service. By doing this, you will be in touch directly with the results of the team. To illustrate, they can compile weekly reports for you to understand which are the aspects that are lacking in performance. Implementing Software Quality Assurance is a process which assures that all processes, methods, activities, and tasks are monitored and comply against the defined standards. It will provide companies with realistic estimates of how the company is performing step by step, task by task. Analytics will help you maintain a healthy level of awareness while avoiding problems when delivering products or services to customers. Or, always, you can simply ask customers for feedback. Doing Quality Control is a good tactic to perceive if your company is bringing value to customers. How to measure Customer Service success? After monitoring all the aspects of your Customer Service performance, now you can determine if all the work met the standard. Service or product rating is a quick and realistic point of reference. You can see what kind of energy is surrounding your company. Clients are not afraid to praise or diss your product, so paying attention to what they have to say about your end product is the best thing you can do. It is a reality check that will provide you with insight into what is good and what needs further attention. For example, the 'Stars' review system gives you an opinion of the impression you leave to your customers on average. Further, another key indicator is TTR ( Time to resolution ). In other words, is the average amount of time needed to resolve a case after it has been opened. Customers value quick and simple solution. So regarding the difficulty os what is being asked, you can measure improvement with seconds. If it takes less time to solute than the previous day, week or month. Besides TTR, using Social Media platforms to do surveys is a considerable way to test how successful has Customer Service been. As it was said above, customers will tell you what they enjoyed and what didn't reach the expectations. Basically, your company reputation is built on what people have to say. They supply businesses with essential and researchful data regarding the CSR team, so you can understand what is missing or what needs to be changed. How to improve Customer Service performance? Firstly, in case of poor performance, you should strengthen the skills of your team. Start looking for candidates that have empathy, patience, and consistency. You need adaptable agents that have the right approach because every customer is different. They should be able to handle surprises, sense the customer’s mood and act accordingly. Then you should start enhancing your Customer Service strategy. After monitoring and evaluating all the Customer Service features in order to come up with a better plan for the upcoming challenges. This way you will be aware of all the details that need improvement, or to add something you hadn't thought about. As a growing business, going the extra mile for your clients is vital. This attitude will transform the customer experience into a positive and remembering one. Your company will show the ability to not only empathize with its customers but to also enact real change that affects your brand reputation We Are Fiber We have been working hard for 10 years to build a team of agents that have the capability to work with different models and adapt to any business need. Our team is composed of energetic and persistent agents that always deliver results like it is supposed to. We are constantly investing in new technology in order to service our clients the best. Do you want to know what can our agents do for you? How do we work alongside your business? Contact us now, we are waiting for you! Contact us here or via the following methods: info@wearefiber.com Phone (It) +39 02 42 10 11 22 Phone (Uk) +44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "kristina", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/kristina" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "How can Customer Service be monitored and evaluated", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/CUSTOMER-SERVICE-MONITORING-300x239.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2019/07/23/how-can-customer-service-be-monitored-and-evaluated", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "There is no doubt that emerging technologies are a key factor for companies to give the best Customer Experience. No product is good unless it is followed by a well-thought marketing plan and a satisfying Customer Service. This is why one of the best tools to test how your company operates in the market, is the feedback you get from your customers. Notably, the number of communication channels where a potential client can contact you has grown rapidly in the last decade. On the other hand, new technologies have and will emerge in order to keep track of what your customer needs. Here we will have a look at new emerging technologies in customer service and how they can add value to your company. Emerging Technologies Increase of Omnichannel interaction In the past, your customers phoned a Contact Center or they waited on lines to get their service. But today that has changed. Like it was mentioned above, the number of channels has increased drastically. Omnichannel platforms collect all the data received from every channel into a single queue. Your Customer Care Team has access to all the data of each customer interaction, no matter from where it came from. Also, these platforms integrate your brand even better on the online market. Rather than being separate, each aspect of the business works together with other parts to provide the highest quality of service. Taking an omnichannel approach gives you a big helping hand while you deliver a consistent and fast customer experience. Robots and AI Robots of our days actually are not any form of Artificial Intelligence. They are just a different interaction model for existing knowledge, and it's another opportunity to engage your customers. Don't get me wrong, nowadays that is a natural form of interaction for some companies. Built with the latest tech and impeccable mathematics, machines can learn, train, and teach too, after accumulating experience. Although we are aware that no robot can replace humans, they give you a lot of advantages. For example: They never stop running, so when your customer care team is asleep, the customers still get their answers. Robots improve self-service for customers while reducing the costs for vendors. They can provide a new, repeatable, and inexpensive method of communications. Unlike humans, robots have the possibility to interact with a large number of customers at the same time. Robots and AI will be game changers in the future years, not by replacing humans, instead, helping them achieve a higher, faster and more efficient level of customer support. Face-to-face Video Communication Video Conferences We all know that eye contact is really powerful and improves relationships, whether they are business or personal ones. With video conferencing technology, many common customer service problems can be eliminated. Video communications give another business model for companies to deliver improved support, efficient customer service, and increased customer satisfaction. More and more every company and customer will look at non-video, real-time voice conversation as a thing of the past. This is now and it will be more of a necessity in the near future. Clients expect it and vendors should see it as a vital business-improving tool. As an emerging technology, face-to-face video communications offer a lot of advantages for all companies, like: Higher efficiency and productivity by eliminating barriers of time and space. Flexibility, you can answer and have a meeting whenever or wherever you are. More effective and trustworthy communication in comparison to audio-only calls. Save money and time on business travels, team training etc. The importance of implementing emerging technologies Communication with customers - The goal of each business regarding its relationship with customers consists of loyalty building. Emerging technologies help that relationship by sending messages quickly and clearly. Workforce effectiveness- The implementation of new technologies is necessity noways so you can keep up with the demands and inquires. Technologies improve time-saving and reduce costs in the long term by giving a better organisation of the process as a whole. Rather than replacing the human force, it will work alongside them with efficiency. Data management and analytics- The intensity of information that flows through the channels of Customer Service increases day by day. New technologies will make the job easier by organizing and prioritizing inquiries. Technologies improve productivity by fastening and simplifying the process, leaving less room for mistakes. Also, it will give the opportunity to do a more realistic check about your company outcome as a whole. Technologies can calculate that information into a report so you can realize if everything is according to plan. Self-service optimization- Last but not least, technologies and specifically the improvement of AI will be the future of Customer Service. Self-service will improve with the ability of AI and Robots to learn and recognize patterns. On the other hand, it outputs better customer experience by saving customers time and empowering them with the information and tools they need at their time. We Are Fiber At We Are Fiber, we are constantly investing in emerging technologies in order to keep track of the latest trends. Customers want a faster and overall satisfying experience. Our experienced team of agents with the skills and the correct set of tools will produce results for your agenda. Merging human force with the latest technology will ensure better productivity. Human creativity and it's attention to detail is always necessary. We Are Fiber understands your customer needs and the importance of implement new technologies. We have the right people, technology and above all, the right experience to add value to your company. Do you want to know more? Feel free to contact us and we will get to you immediately. Contact us here or via the following methods: info@wearefiber.com Phone (It) +39 02 42 10 11 22 Phone (Uk) +44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "kristina", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/kristina" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Emerging Technologies in Customer Service", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/customer-service-chatbot-300x228.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2019/06/04/emerging-technologies-in-customer-service", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ```