Human agents are and will always be indispensable in business process outsourcing (BPO). However, BPO providers must pair a skilled workforce with the right customer support outsourcing technology to offer exceptional services to their partners and stay several steps ahead of their competition.
In this fast-paced, tech-focused world where most people own smartphones, customers prefer doing business with companies that can offer products and services at the touch of a button. That’s why e-commerce and MLM businesses today rely on various technologies to resolve problems, answer questions, and keep customers happy.
According to the Zendesk CX Trends 2023 report, 77% of customers find chatbots helpful for simple issues, while 71% agree that AI and chatbots can help provide faster replies.
We recently interviewed our Chief Innovation Officer, Andrew Hill, to discuss the impact of such technologies on outsourced customer support and how ClearSource uses them to boost customer satisfaction and agent efficiency.
The Impact of Cloud Technology on Outsourced Customer Support
Cloud contact center solutions are one of the most significant advancements in customer support outsourcing technology.
As Andrew Hill pointed out, cloud technologies have existed for some time. However, their role in outsourcing has grown dramatically since the pandemic.
Hill explained, “Cloud technologies reduced the dependency on physical infrastructure in static locations. We all saw this as overnight companies were able to move at lightning speeds as work-from-home or hybrid models became the new norm.”
Cloud technology is powerful because it allows customer support teams to work from anywhere. This flexibility has enabled companies to offer global support, which means companies can help customers worldwide 24/7.
This technology is ideal for MLM companies with distributors everywhere and online stores selling to people across the globe. Cloud technology saves businesses money on office space and physical storage while providing better customer service.
The Rise of AI in Customer Support
AI has significantly changed tools for outsourced customer service.
While AI has been around for years, its application in customer support has recently expanded significantly. Chatbots, virtual assistants, and AI-powered tools now handle routine inquiries, leaving human agents free to focus on more complex tasks.
“AI has gone from basic IVR to AI-powered chatbots and virtual assistants that can effectively handle routine inquiries,” said Hill.
These technologies allow you to reduce response times, improve accuracy, and provide faster resolutions to customer questions. AI, though, goes beyond managing inquiries.
For e-commerce, AI-powered chatbots help customers track their orders, handle returns, and answer product-related questions instantly.
In MLM businesses, AI-driven virtual assistants help distributors get support on order management or guidance on building their downlines.
ClearSource uses AI-powered tools to help agents improve their performance.
Hill noted, “AI enhances training, coaching, and performance by automating quality assurance, providing real-time guidance to agents, and replacing traditional training with lifelike simulations.”
This level of personalization isn’t just a perk—it’s becoming an expectation. Like most of us, customers nowadays want quicker resolutions and more personalized interactions; AI helps fulfill these expectations!
As AI use continues to grow, Gartner predicts that by 2025, 80% of customer service and support organizations will utilize AI to improve agent productivity and the customer experience.
Enhancing Agent Training and Proficiency With AI
One key focus at ClearSource has been improving agent training and development to ensure the best possible customer experience. AI technology has been a big help in making sure our agents perform well by providing real-time assistance and specific simulations.
“Our approach to agent development revolves around three pillars: AI-powered quality management, real-time and on-demand agent assist, and AI simulations for training,” explained Hill.
AI tools can listen to conversations between agents and customers and check how the agent sounds, whether the customer is happy, and whether the agent follows the correct script.
This automated quality assurance process allows us to gather comprehensive data without manual intervention. With this data, ClearSource can identify trends and focus on individual or team coaching to improve performance.
Hill noted, “This allows us to move away from manually gathering data and spending more time identifying global and individual trends and developing and coaching our agents.”
In addition, AI-driven agent assist tools provide real-time guidance, offering agents instant feedback and answers to their questions as they engage with customers.
Instant feedback helps reduce the time spent during calls and ensures that agents provide accurate and consistent information to clients.
Lastly, AI simulations have helped enhance agent training.
We now have simulations that mimic real-world scenarios, allowing agents to practice their skills without the pressure of live interactions. With less pressure comes fewer mistakes.
Hill described the benefits: “AI simulations enable realistic training environments where agents can practice handling real scenarios without real-time pressure. These simulations help identify areas for improvement in agent performance, leading to faster skill development and more consistent, high-quality interactions.”
Overcoming Challenges in Implementing Customer Support Technologies
AI tools are fantastic, but e-commerce and MLM businesses must still train them for specific tasks.
Hill pointed out, “AI is not all-knowing and can’t design itself. It must be trained and conditioned for the tasks or purposes you are trying to accomplish.”
This process requires a deep understanding of your customer’s journey, from initial point of contact to post-purchase interactions, to ensure that the technology delivers the right solution at every touchpoint.
Cross-departmental collaboration is another critical factor in successful technology implementation.
ClearSource learned early on that each team—whether Quality Assurance (QA), Learning and Development, Business Intelligence, or Operations—must work together to achieve common goals.
Hill explained, “We used AI simulation to replace antiquated learning methods in new hire training. The simulations were great, but we had a shallow adoption rate for the simulated concepts. We learned that moving forward, we had to create an implementation plan where everyone was informed and held accountable.”
This collaboration between different teams has helped us successfully implement AI-powered training and performance tools, reinforcing its focus on a digital-first approach to outsourcing.
The Future of Customer Support Technology
As cloud tech and AI continue to advance, we will likely see more changes in how businesses manage customer support. The secret is balancing tech and human interaction!
Sure, AI can handle the simple stuff and make things run smoother, but it can’t replace the understanding and empathy that only real people can offer in more complicated conversations.
ClearSource is committed to finding that balance. “We strive to deliver the best customer experience,” Hill stated.
By using customer support outsourcing technology and a combination of people, operations, and technology, ClearSource continues to push the boundaries of what’s possible in customer support.
Partner With ClearSource for Exceptional Customer Support Solutions
ClearSource leverages advanced customer support outsourcing technology to deliver exceptional solutions that will help you grow, improve efficiency, and increase customer satisfaction.
Our dedicated teams of experts and advanced cloud and AI technology can help you meet your customer service goals and expectations!
Contact us today to learn how we can help your business succeed in a competitive market.
