--- title: We Are Fiber Blog - English (4) description: We Are Fiber Blog - English version (4) --- [![](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) - [Italiano](https://www.wearefiber.com/it/blog) 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) # We Are Fiber Blog - English ## [Real-time chat: Customer Care that works](https://www.wearefiber.com/en/blog/2020/11/12/real-time-chat-customer-care-that-works) January 31, 2022 Many of us have, at least once, had the opportunity to **speak with a company through a chat**. Using... [READ MORE](https://www.wearefiber.com/en/blog/2020/11/12/real-time-chat-customer-care-that-works) ## [Outsourcing: Making e-commerce increasingly competitive](https://www.wearefiber.com/en/blog/2020/11/05/outsourcing-making-e-commerce-increasingly-competitive) January 31, 2022 In recent years, e-commerce activities have taken off, resulting in it becoming increasingly... [READ MORE](https://www.wearefiber.com/en/blog/2020/11/05/outsourcing-making-e-commerce-increasingly-competitive) ## [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 savings that can be obtained with an outsourced contact center](https://www.wearefiber.com/en/blog/2020/11/09/the-savings-that-can-be-obtained-with-an-outsourced-contact-center) January 31, 2022 Until a few years ago there were **call centers**, large rooms where various operators answered the... [READ MORE](https://www.wearefiber.com/en/blog/2020/11/09/the-savings-that-can-be-obtained-with-an-outsourced-contact-center) ## [The necessary steps for a successful omnichannel strategy](https://www.wearefiber.com/en/blog/2020/12/29/the-necessary-steps-for-a-successful-omnichannel-strategy) January 31, 2022 An appropriate **omnichannel strategy**, which supports users through various channels, greatly... [READ MORE](https://www.wearefiber.com/en/blog/2020/12/29/the-necessary-steps-for-a-successful-omnichannel-strategy) ## [The classic that never dies: a toll-free number and telephone customer assistance](https://www.wearefiber.com/en/blog/2020/11/27/the-classic-that-never-dies-a-toll-free-number-and-telephone-customer-assistance) January 31, 2022 The most classic customer service is usually managed with a toll-free number through assistance... [READ MORE](https://www.wearefiber.com/en/blog/2020/11/27/the-classic-that-never-dies-a-toll-free-number-and-telephone-customer-assistance) ## [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) ## [Social customer care: what it is and why it is important](https://www.wearefiber.com/en/blog/2021/01/21/social-customer-care-what-it-is-and-why-it-is-important) January 31, 2022 For some time now, **social media** is no longer simply a virtual meeting place for users, but a real... [READ MORE](https://www.wearefiber.com/en/blog/2021/01/21/social-customer-care-what-it-is-and-why-it-is-important) ## [Supplier Relationship Management: how to create winning relationships with suppliers](https://www.wearefiber.com/en/blog/2020/09/25/supplier-relationship-management-how-to-create-winning-relationships-with-suppliers) January 31, 2022 Knowing **how to relate to one's suppliers** is important for any small, medium or large company.... [READ MORE](https://www.wearefiber.com/en/blog/2020/09/25/supplier-relationship-management-how-to-create-winning-relationships-with-suppliers) ## [What does a back office clerk do and how important is this for the company?](https://www.wearefiber.com/en/blog/2021/01/22/what-does-a-back-office-clerk-do-and-how-important-is-this-for-the-company) January 31, 2022 When we talk about call centers and customer assistance, we immediately think of rooms of operators... 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Using Messenger, Whatsapp, Skype or other platforms, you may well have thought you were talking to a real person, but in reality you have communicated your problems and your requests to a bot. Have you noticed? Presumably, 50% of you thought you were talking to an operator. The modern live chat, in fact, is equipped with intelligent technology that allows it to respond adequately to frequently asked questions. In addition, thanks to an automatic learning system, the bot is able to learn independently. Chat: responses to customers in real time For many companies, chats that respond in real time have become essential, especially in the case of sectors where it is necessary to build a direct relationship with customers. Problem solving in real time is a critical factor for improving the customer experience and the reliability of the company. The user who contacts the chat assistance cannot wait, which is why it is essential to have a sufficient number of resources to fulfill user requests and, if possible, to guarantee a 24-hour service. Cost reduction and increased revenue Live chat technology is also more convenient than telephone and email support. There is no need to pay for every call, pay for VoIP or for email accounts. Another reason why live chat helps reduce costs is that it allows operators to do multiple tasks at once. For this reason, companies can employ fewer staff than they normally would. Many companies that need high-performance conversational bots rely on external vendors, who can build solutions with greater expertise and lower costs. We Are Fiber specializes in customer care management with the use of cutting-edge technologies. Our services are flexible and tailored to the needs of the customer, for any sector, both in Italy and abroad. Do you want to know how to create a live chat and implement the service according to your needs? Contact We Are Fiber to find out about all the solutions available for your business.", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Real-time chat: Customer Care that works", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Customer-service-chatbot-1024x576-1.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/12/real-time-chat-customer-care-that-works", "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" : "In recent years, e-commerce activities have taken off, resulting in it becoming increasingly difficult to keep everything under ‘control’. Some sectors require specialized figures who are often not found in the company and hiring them would involve too high a cost. This problem arises especially if it is the case of a ‘newborn’ e-commerce activity. At the same time, the demands and expectations of consumers are ever on the rise. Compared to larger e-commerce giants, small e-commerce companies can often feel inadequate and are unable to provide the same services, thus always remaining one step behind. This is where outsourcing comes into play. Whatever the sector, outsourcing allows e-commerce companies to implement services without having to hire or invest money in the latest technologies. Saving time and money Managing an e-commerce business by entrusting some services to outsourced resources offers quantifiable advantages in terms of time and costs. Not having to employ your staff in activities that distract from the core business brings immediate benefits to the company. Customer service ready for every need Thanks to outsourcing, any company can guarantee a multilingual and multichannel customer assistance service that successfully accompanies the user in his or her shopping experience. This proves to be an indispensable tool for monitoring users' purchasing behavior, so as to anticipate any critical issues. Customer service is crucial, as poor service causes a high churn rate. In addition, some customers do tend to write about bad experiences online and within no time at all, this can go viral, causing havoc for a brand image. On the other hand, the same chain reaction occurs when one has a positive meeting with the customer support team. It can turn an occasional customer into a loyal one. Real-time analysis and reporting A fundamental aspect, which too often is not taken into consideration, is the monitoring and evaluation of the quality of a service. This phase is characterized by more or less direct involvement of users, in order to analyze the customer experience. Receiving feedback from users is certainly an added value to develop better performing strategies. Customer opinions are the primary tool for evaluating so-called customer satisfaction, or the level of user satisfaction with the products and services offered. With outsourced services, you can conduct real-time evaluation and compile reports on your business, without further additional expenses. Do you think that outsourcing could be a solution for your e-commerce business? Do you want to understand how we can help you manage your online store and improve sales results? We Are Fiber is the ideal partner to entrust with outsourced services. With great experience and professionalism, we are always happy to help our customers. We are ready to start a journey together. Are you? Let's talk! Email: info@wearefiber.com Telephone (It): + 39 02 42 10 11 22 Telephone (UK): + 44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Outsourcing: Making e-commerce increasingly competitive", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/ecom-outsourcing-1-1-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/05/outsourcing-making-e-commerce-increasingly-competitive", "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" : "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" : "Until a few years ago there were call centers, large rooms where various operators answered the phone to support customers and solve certain problems. Very often, the voices of the operators overlapped with one another, so much so that it was difficult for the customer to speak and understand the directives of those on the other side of the handset. Today, call centers have turned into contact centers which, in addition to the use of the telephone, provide many other communication channels which are faster and more practical, such as web, chat, email, Whatsapp, and social media. In this way, companies can focus more on the customer and offer him or her a swift and effective support service, so strengthening the loyalty process. A contact center service, however important for a company, risks draining a great deal of energy, both in terms of human and economic resources. Surely it is time to consider the solution proposed by We Are Fiber: an outsourced contact center. Companies that cannot manage a contact center directly can rely on us, where we have the tools, the means and the staff to provide this critical service. If you wish to know how to outsource your contact center, contact us at We Are Fiber and together we will find the solution that best suits your needs. The evolution of the contact center: the advantages for companies and customers Before delving into the advantages of outsourcing a contact center, it is important to understand how the relationship between company and customer has profoundly changed. Modern customers are increasingly demanding, having changed their purchasing and service habits. They want immediate answers to their questions, so the telephone service alone appears obsolete and unable to respond to the enormous number of requests for assistance. Various digital tools (websites, live chat, FAQs, emails, social networks) have come to the rescue, to give precise and quick answers, allowing users the possibility to choose the type of preferred assistance. In addition to the communication channel, customers can also choose the best device to request assistance. For example, if they are out and about and want to take advantage of a promotion that has a limited duration, they can ask for assistance or advice directly from their smartphone. Waiting times are, in fact, halved and assistance services shaped for use and consumption by customers. The advantages are also evident for companies that, with telephone support alone, were no longer able to manage the enormous flow of customer requests. The new digital services decongest assistance centers and deal with customers queries and issues in entirety and without wasting time. Having multiple communication channels is certainly a strength for companies, which can quickly reach a wider target of customers. Communication methods and messages can also be customized, establishing a constant relationship with users and focusing attention not so much on the product, but on the customers themselves. Why outsource contact center services There are two types of contact centers: in-house and outsourced. An in-house contact center is managed directly by a company, without relying on any external partner. This solution requires the hiring and training of personnel, which, of course, also involves a rather high cost, which is accompanied by a considerable investment of time. In some cases, it is necessary to resort to internal resources, who are moved from their positions to carry out other types of tasks for which they are not prepared. This situation generates internal chaos, with the risk of not focusing on the company's core business and losing sight of the real objectives. An outsourced contact center entails the outsourcing of the service to an external company, which takes care of it completely. We at We Are Fiber specialize in the creation of customized contact center systems, capable of offering complex and detailed support for every need. This provides increased flexibility in customer service and serves to reduce labor costs, with savings of up to 50%. In fact, the company does not have to use resources to recruit or train staff, nor does it have to make technological investments: everything is achieved by We Are Fiber. We provide trained staff, prepared to face any situation, with a high problem solving ability and perfectly able to use the technological tools. In particular, We Are Fiber implements a CRM (Customer Relationship Management) strategy, so as to satisfy customer requests and collect valuable data about them, such as purchasing habits and preferences, in order to offer an increasingly personalized service. If you wish to offer ad hoc solutions to your customers, modulate the offer according to a specific target audience and increase your turnover, We Are Fiber is the ideal partner to give new impetus to your business. Contact We Are Fiber", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "The savings that can be obtained with an outsourced contact center", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/contact-center.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/09/the-savings-that-can-be-obtained-with-an-outsourced-contact-center", "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" : "An appropriate omnichannel strategy, which supports users through various channels, greatly increases the level of customer loyalty and strengthens brand awareness for a company. Omnichannel, however, is a concept to evaluate and analyze fully to exploit its potential. Even though it is a winning strategy, a careless or superficial approach would not guarantee the promised results. On the contrary, it would lead to unnecessary expenses for the company. If you want to know the advantages of omnichannel and apply its services to your company, contact us at We Are Fiber. We have all the tools to optimize your customer service, support sales with valuable contacts, and manage business processes. What is meant by omnichannel? Since this term is a neologism that has appeared in recent years, before understanding the appropriate strategies, it is necessary to understand what omnichannel is. Today, online and offline overlap, as users, regardless of whether they approach a physical store or an e-commerce site, expect to receive the same assistance service. Omnichannel fits into this context, where it entails managing all channels and points of contact between company and customer, both online and offline, to provide adequate assistance. Until a few years ago, the business approach was considered multi-channel. Customers had various points of contact with the company, such as physical stores, e-commerce sites, chat etc. In this case, however, these so-called touchpoints were unrelated to one another, so they did not act in synergy. In practice, the customer could receive better or worse service, depending on the channel used. Omnichannel, on the other hand, aims to connect the various communication channels, both online and offline, providing a uniform and fluid service to customers and implementing a level of customer experience. To achieve this goal, it is necessary to rely on cutting-edge technologies, such as those proposed by We Are Fiber, capable of centralizing all channels, tracking interactions, and collecting useful data and information. Everything revolves around the customer, who must be the center of every omnichannel business. In this regard, there are some common errors in omnichannel that should indeed be avoided. Customers don't like repeating things over and over again Customers are often forced to repeat the same questions and provide the same information when they switch between channels. This is certainly not a good thing, as the consumer wants to be recognized immediately. All touchpoints must therefore act in synergy and provide the same treatment to consumers. Users must be able to send a request via email, and be supported by the company even if they contact it later via chat. Responsive and fast channels Modern customers want fast and relevant answers, as the general level of patience has dropped significantly. If they have to wait minutes on the phone accompanied by an irritating tune, if they don't receive immediate replies to their emails, or if there are no operators available to respond in a chat, they will most likely turn to a competitor. Similarly, it is unfair to provide customers with different communication channels, if in reality only two or three are working. In this case, it is advisable not to cheat and provide fewer communication channels, as long as they are perfectly efficient and able to give quick and decisive answers. Optimizing the customer journey The customer journey can be considered as the consumer's journey, which involves several stages and must take place without excessive disruption. For example, some customers start purchasing a product online, and then complete it in the physical store. The company must therefore equip itself with the necessary tools to accompany the customer in the various stages of purchase, providing constant and effective support both online and offline. The advantages of artificial intelligence A great help to shops, companies and e-commerce businesses comes from artificial intelligence, a real ace that optimizes the user experience. Among the most effective solutions are chatbots, software capable of answering customer questions as if they were human beings, through a sophisticated learning method, called machine learning. Chatbots, in addition to providing effective responses, are active 24 hours a day and can therefore guarantee support at any time of the day. Support workers are thus freed from a series of secondary tasks, dedicating themselves to solving problems that require specific skills. Waiting times and costs are reduced, to the benefit of company productivity. Performance and ROI measurement The interactions between the various channels and the measurement of ROI (return on investment) are essential to understand the strengths and weaknesses of approach strategies with customers, and then take the necessary countermeasures. Marketing campaigns, for example, can thus be structured and customized according to the data available, directing them towards a specific target audience to optimize the investment. We Are Fiber offers you a complete and avant-garde omnichannel platform to grow your company with targeted interventions. For more information, contact us!", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "The necessary steps for a successful omnichannel strategy", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/omnichannel-strategy-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/12/29/the-necessary-steps-for-a-successful-omnichannel-strategy", "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" : "The most classic customer service is usually managed with a toll-free number through assistance with telephone contact. Even this traditional service has to be as efficient as possible in order to be successful. This is why it is essential to guarantee an active service 24 hours a day, 7 days a week. Very often, however, companies with their own resources are unable to provide this type of assistance, or simply do not have high-performance technology available. The costs associated with activating an assistance service which is always available are high and it becomes difficult to find qualified agents and operators in your area. For this level of service, it is essential to look outside and consider an outsourced call center service. Do you want to discover the benefits of outsourcing your customer service? Why outsource customer support Customer care services manage all activities to provide assistance to your customers, by providing a team specialized and trained in active customer management, who can give immediate answers in the pre-sale, sale and post-sale phase. The tools used are shared and structured in a flexible manner after careful analysis of the business needs and target audience. Communication via telephone contact is personalized and telephone usage has a dedicated toll-free number. Here are the benefits of outsourcing telephone customer support: Cut costs and increase earnings Companies that manage customer contact in-house often have to deal with very high costs. With outsourcing, it is possible to convert fixed costs into variable costs. In addition, you no longer need to invest in employee training or expensive technology. Outsourcing customer service to a trusted vendor can help save on capital expenses and increase operational flexibility. Qualified operators available The companies specialized in outsourcing have a dedicated and ad hoc team at their disposal to better manage customer service. Depending on the industry, dedicated staff will be chosen on the basis of their skills and abilities. Increase efficiency and competitiveness Outsourcing ensures that customers will get the help they need when they need it. This, in turn, will increase satisfaction, and improve the customer experience. Focus on value activities Outsourcing customer care allows a company to focus on core business and higher value activities. This ensures that such businesses leverage the power of outsourcing and always stay one step ahead of the competition. Outsourcing telephone customer support with We Are Fiber We Are Fiber offers a quality customer support service, including constant technical support, a toll-free number, ticketing, and instant messaging. We can boast of a continuously updated and trained multilingual staff and a 24-hour service with maximum availability whatever the time zone. A good customer care service also includes the flexibility of work shifts and support for internationalization, to help your business grow in other markets and countries. The five primary customer care services that We Are Fiber offers are: a help desk, customer service, ticketing management, social instant messaging and a booking office. Share your company values with us, and we will answer your customers' questions for you, across all your channels, such as technical support, instant messaging, ticketing, and a toll-free number. We always guarantee you a quality service, consistent with your brand essence. Contact We Are Fiber and find out how to create an effective customer service to promote your business. Contact us!", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "The classic that never dies: a toll-free number and telephone customer assistance", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/numero-verde_-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/27/the-classic-that-never-dies-a-toll-free-number-and-telephone-customer-assistance", "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" : "For some time now, social media is no longer simply a virtual meeting place for users, but a real marketing and communication tool for companies and brands. In this context, social customer care was born, which differs from traditional customer assistance precisely because of its social character. Before understanding what social customer care is, it is appropriate to analyze the exponential growth of social networks. Facebook boasts over 2 billion users, Instagram has tripled its number of subscribers in recent years, and Whatsapp and Messenger have recorded an unparalleled rate of growth. By analyzing consumer behavior, companies can obtain valuable information for their marketing campaigns, but can also provide a social media customer care service tailored to the needs of their customers. To request information or support on a product or service, over 60% of users rely on the social pages of a brand. Do you want to understand how to make your company social ? Contact us! Here at We Are Fiber, we have developed social customer care strategies that are perfectly suited to every need. The definition of social customer care Social customer care can be considered as a customer service provided on social networks, such as Facebook, Instagram and Twitter, where the brand is present. All the social media customer care best practices are therefore relevant, such as managing requests and questions from users. It differs from traditional assistance, based mainly on the collection and management of consumer data, as it offers a further flow of more updated and detailed information coming from social networks. Where and how to provide customer care services on social networks A large part of online commerce passes through social networks, where being present is equivalent to being visible. It would be preferable to have a company profile on each social network, but this is not always possible, especially for small brands and companies. To provide a satisfactory social media customer care service, it is therefore advisable to employ those platforms most used by your customers, so as to optimize internal resources. Better to be present on one or two social networks, but to guarantee an effective and proactive assistance service, than being present on numerous social networks, but without being able to answer customer questions effectively. If a brand is present on social media, consumers expect to be able to interface with the company to ask questions, solve problems and satisfy curiosity at any time. KPIs of customer care in social media marketing Social network customer care is of fundamental importance for a company, but it is advisable to know the KPIs (key performance indicators) that determine the success or, on the contrary, the failure of the service offered. There are three fundamental criteria to be met: speed, familiarity and resolution. If customer care via social media is not guaranteed, it risks turning into a boomerang. Modern users want everything immediately, so when they turn to a brand on social media, they expect a comprehensive and relevant response within 60 minutes. Companies must therefore organize themselves to guarantee feedback and responses in a short space of time, using modern technology that includes chatbots and social customer care software, capable of independently managing each request. Secondly, users don't like to be treated as numbers and, specifically, they don't want standard answers. Instead, they like personalized answers based on the specific needs of the moment. The presence of a trained and professional staff of dedicated operators is therefore required, able to bring out the human component of the company. The last point concerns the resolution of issues. Customers not only want quick and immediate answers, but also definitive ones, that is where the business is capable of solving the problem once and for all. For this reason, it is important to keep track of the most frequent critical issues, in order to remedy them without having to deal with them periodically. Social media and customer care: the strategies to be adopted Each company must draw up a personalized strategy, including the tools to be used to respond to customers and a plan to manage all moments of crisis. As mentioned, staff must be suitably trained and prepared to better manage the service and understand the company protocols, so as to provide adequate and structured answers. Negative comments and complaints do not necessarily have to be viewed in a negative light. However, on social networks it is preferable to move communication to private channels, such as chat, email or telephone, to try to solve problems. In this way, customers appreciate the care and attention that the company pays them and are more prone to become loyal. At We Are Fiber, we have implemented and optimized performing solutions for every need when it comes to social customer care. Contact us!", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Social customer care: what it is and why it is important", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Social-customer-care_-1-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/01/21/social-customer-care-what-it-is-and-why-it-is-important", "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" : "Knowing how to relate to one's suppliers is important for any small, medium or large company. Management of the supply chain, production and distribution, known as supply chain management, has undergone a period of profound transformation in recent years, especially in our globalized economy. Some suppliers have a direct impact on the results and objectives of companies, where the latter must hence evaluate a series of choices when it comes to their suppliers. It is not enough to contact the partner who guarantees the greatest savings, but, rather, it is necessary to consider a series of variables included in the so-called SRM, or supplier relationship management. If you want to optimize relationships with your suppliers, contact us at We Are Fiber, for a customized service so as to manage your business processes effectively and accurately. What is supplier relationship management and how was it born? In reality, the concept of SRM is not entirely new and, in fact, dates back to the 1980s. In 1983, Peter Kraljic, a consultant of McKinsey, spoke for the first time about SRM, understood as the ability to manage the approach and relationship with one's suppliers strategically. Following a given supply management strategy, each company should evaluate and rank suppliers, to determine which products or services are a priority for the business. Following this analysis, it is possible to plan those strategies and actions aimed at improving productivity, simultaneously evaluating the levels of risk and profitability. In this way, the entire supply process becomes more harmonious and structured, allowing the company to be proactive on the market and respond adequately to customer requests. The 3 pillars of SRM The supply chain and the decisions made in this regard have a direct impact on various areas of the company, including logistics, financial aspects, project management, quality control and procurement. It is thus essential that the supply chain is well managed, in order to build up the success of a company. Suppliers are very important partners and must be considered as a fundamental component of the gears of your company. It is therefore necessary to take care of relations with them, avoiding merely considering costs, but, rather, making 360° evaluations. The first pillar of SRM is the segmentation of suppliers, which entails analyzing the performance and priorities of suppliers in relation to their type of production. The second pillar is the development of a planned strategy to manage suppliers, understood as the distribution of internal resources according to one's business. Finally, the third pillar is the execution of the strategy, which implies an organizational model that allows you to relate adequately to the supplier based on its strategic importance. Throughout this delicate process, we at We Are Fiber can provide you with the right tools to manage the relationship with your suppliers successfully, putting fuel into your company's engine, so that you can be one step ahead of your competitors. How to build winning relationships with suppliers A good SRM strategy is not aimed at merely reducing procurement costs, but its benefits are tangible in the medium and long term and are measured by way of other indicators, rather than simply cost efficiency. It is therefore important to focus on the relationship with the supplier, establishing one of trust and mutual esteem to achieve the respective objectives. Growth is the aspiration of every company, so it is necessary to raise the level of mutual objectives, where the company and supplier understand the weak points to be reinforced in the business processes and aim to perfect joint strategies to do so. The relationship must be based on the achievement of bilateral advantages and benefits, mutually improving and acting in synergy, according to one's own strengths. The market is constantly evolving, so it is necessary to seize the opportunities it offers, to reduce business risk and raise the quality of services and products. Finally, it is essential to take advantage of technology and all the new tools available, to have a complete picture of suppliers and quickly analyze the risks and opportunities for both the business and supply chain. The results of SRM In light of the above, we can conclude that SRM ensures at least 3 advantages. Warehouse management and delivery times are optimized, giving the company the ability to react effectively to customer requests and save on expenses. Production planning becomes more efficient, allowing the possibility of cutting unnecessary costs and implementing those services that work best. Finally, waste and errors can be measured and identified, in order to improve the final profit. If you wish to provide your company with an edge, you need a valid SRM strategy, so as to choose your suppliers wisely and build a profitable and trusting relationship with them. During this process, you can rely on the tools and professionalism of We Are Fiber, equipped with the most innovative and technological services on the market. Contact us, so that we can find the best way to relaunch your business.", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Supplier Relationship Management: how to create winning relationships with suppliers", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/management-1-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/09/25/supplier-relationship-management-how-to-create-winning-relationships-with-suppliers", "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" : "When we talk about call centers and customer assistance, we immediately think of rooms of operators equipped with headsets and PCs. In reality, in this sector there is also another fundamental figure: the back office employee. It is this person who manages things behind the scenes and serves as a contrast to the front office. The primary back office activity is linked to the control of the work performed by the respective front offices. For example, when a customer service representative receives customer data to be entered into the system, the back office double checks to see if there is any error in the data received by the representative over the phone. If so, the necessary steps to correct this will be taken, while maintaining contact with the representative. In addition, the back office occupies a quality control role, so that project management is effectively evaluated. Overall, this department is of great importance and its contribution is invaluable in monitoring the work being done. The activities of the back office operator include: transcription, data entry and processing, compliance control, activation of procedures, transfer of documentation to the relevant offices, and writing of accounting operations. The challenges faced by the back office The main issue that the back office faces is that of organizing the structure of the company, so as to solve problems in advance. A back office that works well foresees solutions and avoids negative consequences from problems arising. Another challenge is finding easy-to-understand tools that improve performance and simplify internal processes. How do you make a back office worker efficient? One aspect to consider is communication. To ensure that internal processes are streamlined and effective, communication channels must be well integrated. Medium and large businesses can use the intranet, while smaller businesses can use corporate email and direct lines without intermediaries. However, it makes no sense to use all communication tools if their use is not appropriate. Even with these methods, effective training is required so that the message is not compromised. In addition, every employee must know how to anticipate possible problems. Outsourcing back office activities By entrusting back office activities to outsourcing, the company can count on trained and qualified personnel and free internal resources from low added-value activities, thus also reducing fixed costs. Among the outsourcing services offered by We Are Fiber, the back office is one of those with the greatest added value. It provides essential support for companies who seek professionals at their side, able to dedicate themselves to the project and follow it carefully to completion. At the same time, it allows the customer company staff to devote themselves to more productive activities. Contact We Are Fiber now to find out about all the services needed to relaunch your company towards new borders.", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "What does a back office clerk do and how important is this for the company?", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/LAddetto-al-back-office_-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/01/22/what-does-a-back-office-clerk-do-and-how-important-is-this-for-the-company", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ```