Incept Corp
How to Successfully Present the Case for ...

Struggling to keep your head above water when it comes to customer support? Outsourcing some, most, or all of your company’s customer support may be the right option. But if you don’t have sole decision-making power at your company, you may need to present the case for outsourcing to your CEO or other C-suite executives. 

How can you push past common objections, show the benefits of working with a partner, and convince your executive team that outsourced customer support is a good idea? We listed five ways below.

How to Successfully Present the Case for Outsourcing Customer Support to Your CEO
Incept Corp
Systems change in the workforce – Insights from ...

At the The City Club of Cleveland on October 13, 2023, our CEO, Sam Falletta, delivered a compelling speech on the evolving landscape of the workforce. His insights into the systemic changes reshaping our industries captivated the audience, leaving a lasting impact on everyone present. Here, we summarize the key points from his speech, highlighting how these transformations are influencing businesses and employees alike.

Systems change in the workforce – Insights from Sam Falletta at The City Club of Cleveland
Incept Corp
Navigating Customer Experience Outsourcing: 5 ...

Outsourcing customer experience (CX) is a pivotal decision for any organization. Your chosen partner will become the face of your brand, so it’s critical to ensure they align with your company’s values and goals. At Incept Results, we understand the significance of this decision and want to guide you through the process with five essential questions to ask a potential CX partner.

Navigating Customer Experience Outsourcing: 5 Key Questions to Choose the Best Partner
Incept Corp
Domestic Vs. International Call Center Partners ...

Providing a great customer experience should always be your top priority. And if your business is starting to outgrow your in-house customer support team, it may be time to work with an outsourced call center partner.

Domestic Vs. International Call Center Partners – What’s The Best Option For Customer Experience?
Incept Corp
5 Questions to Ask A Customer Service Partner ...

Outsourcing customer experience (CX) is more than just a cost-saving measure; it’s an opportunity to enhance service quality and achieve significant business results. Selecting the right partner requires careful consideration. Here are five essential questions to ask to ensure your partner can deliver the outcomes you need.

5 Questions to Ask A Customer Service Partner Before Outsourcing Customer Experience

5 Reasons to Add Live Chat to Your Customer Experience Strategy

5 Reasons to Add Live Chat to Your Customer Experience Strategy

In today’s social media and texting culture, the connection between customer and business is changing. The way people want to discuss their problems, and how fast they want them solved, also plays a role in the channel they use to contact support.

And based on the stats of only 6% of millennials wanting to call a company for customer service, we know it’s time to evolve. Therefore, we want to discuss several reasons to add live chat to your conversational marketing strategy to help you find methods to grow your business.

How to Customer Journey Map for High Quality Customer Experience

How to Customer Journey Map for High Quality Customer Experience

With so much chaos going on these days, it’s easy to lose sight of what your customers are truly experiencing with your company. While the end goals are typically to send your customers what they ordered, answering inquiries, etc., the customer’s experience to get there is just as (if not more) important. Companies who take the time to dissect and fix the roadblocks that their customers are experiencing tend to have higher retention rates and overall happier customers.

How to Follow Up With B2B Leads to Increase Sales

How to Follow Up With B2B Leads to Increase Sales

You don’t hear B2B lead generation being lumped under the customer experience umbrella much, but that needs to change! Content that supports inbound lead generation is likely the first experience a person has with your company and brand. Whether that experience is good or bad will determine if they stick around or if they head off in search of another business that offers more value.

Client Success: How a multichannel lead generation partnership led to a five-fold increase in leads and a $2 million contract

Client Success: How a multichannel lead generation partnership led to a five-fold increase in leads and a $2 million contract

Our client, a premier on-site corporate restaurant management and catering company, has clientele across the United States. They work with many of America’s most respected corporations and institutions and were looking to get in front of a higher number of similar, qualified prospects. The company has a long sales cycle (12-24 months) and offers a high quality/high price point service. Like many companies that Incept works with, this client had limited time to prospect and found it difficult to set appointments with their executive-level sales targets.

Client Success: Integrating customer support resources to strengthen customer relationships.

Client Success: Integrating customer support resources to strengthen customer relationships.

The client came to Incept due to their under performing inbound sales team and a high turnover rate. Their high-ticket product is knowledge-intensive and due to the lack of in-house brand support, they needed an outsource CX partner to aid in issue resolution. On top of phone support, the client also required inbound email and website chat support to ensure an omnichannel customer experience.

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Prediction: What Companies Will Emerge On Top After COVID-19?

Prediction: What Companies Will Emerge On Top After COVID-19?

We’ve all heard it, seen it, and definitely felt it: these are unprecedented times. But while the majority of us haven’t experienced anything like COVID-19 in our lifetime, how people handle the current times will certainly shape our future. We’re also predicting that how companies react and treat their customers and employees will have a huge impact on their future success—we’re already seeing the ripple effects of some poor responses.

As huge proponents of trend predictions, it’s only fitting for us to take a look at who’s handling these times well and what companies will emerge on top after COVID-19.

Let’s Start Tearing Down Those Walls: Do Away With Department Silos to Improve Customer Experience

Let’s Start Tearing Down Those Walls: Do Away With Department Silos to Improve Customer Experience

Can’t see beyond your department silo? Check out ways to integrate your customer touchpoints.

It was the best viral marketing campaign in modern history for this airline. The marketing department hyped the airfare sale for days on the internet. Set to launch at midnight on a Friday night, every destination was discounted and consumers impatiently waited to buy their dream vacation. What could possibly go wrong, you say? Well, no one in marketing told the CX team about this campaign.

Rut roh.

Client Success: Expanding lead generation resources to achieve business goals

Client Success: Expanding lead generation resources to achieve business goals

Our client, a company that specializes in a premiere core data processing system, was looking to partner with credit unions to leverage its cutting-edge technology and reach their prospects’ goals. This client wanted to collect data on when their prospects’ core data processing contracts expired as well as share information about their inclusive platform. With a small internal team that had no time to prospect, they found it difficult to sell a high price point product that has a long sales cycle. Their team wears many hats, so they were looking to hand off the detailed work to a lead generation outsourcing partner.

Anticipating the shifting sands of satisfaction: What are the lessons for keeping and winning customers?

Anticipating the shifting sands of satisfaction: What are the lessons for keeping and winning customers?

With only 1 in 5 Millennials describing themselves as loyal to a brand, what does it take to earn loyalty?

In a world of squeezing every cent out of the customer service function with chatbots, self-service kiosks, and app-based, human-less customer service, it is no wonder that some brands are struggling to keep and win customers. True customer loyalty runs hand-in-hand with emotions. With less and less human interactions within customer service, loyalty scores are taking a hit.

Culture eats strategy for breakfast, and then came the double-double

Culture eats strategy for breakfast, and then came the double-double

If culture eats strategy for breakfast, why are some brands ordering up cheeseburgers? What CX teams can learn from a leafing-lettuce culture.

Culture: It is hard to define, but you know it when you feel it. Take the drive through at In-N-Out Burger. Every time your car approaches the order stand and you take a deep breath to order your double double cheeseburger, the cheerful voice from the speaker box makes you feel like you made the smartest decision on the planet with that order. And at that very moment, you feel like you have just made their day with that transaction—and at the same time—they’ve actually made your day a little brighter and you’ll probably be back…Tomorrow.

The Most Underreported CX Trends and Why You Need to Pay Attention to Them

The Most Underreported CX Trends and Why You Need to Pay Attention to Them

Everyone is talking about AI and Robotic Automation. Are they trends or fads? Here are three CX fad-busting, long-term influencers on your bottom line you didn’t see coming.

B2B companies stated in a recent survey that customer experience (or CX) is the single most exciting business opportunity for 2020[1]. If CX is to play a pivotal role in your 2020 plans, then we’ve gathered some surprising, underreported CX trends for 2020 you’ll want to employ to help you thrive this year.

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Top 5 Ways to Improve Customer Experience

Top 5 Ways to Improve Customer Experience

In the age where companies compete heavily for customers based on customer experience alone, it shouldn’t be surprising that we keep talking about ways to improve customer experience. Customers are getting increasingly more likely to switch brands even after just one poor experience with the brand.

Because of this, your company needs to be on the same CX page no matter the department. Regardless if they call customer support or message via Facebook Messenger, they should be treated the same and receive the same outcome.

Whether you have a customer experience strategy that you would like to improve, or you are in the planning stages of creating one, here are some of our favorite ways to improve customer experience.

Why fractional outsourcing client acquisition helps business growth

Why fractional outsourcing client acquisition helps business growth

Fractional outsourcing is an on-demand, ad hoc partnership an organization can use for its client acquisition needs. This kind of partnership is ideal for companies that don’t have an internal sales team or need additional support to grow their business.

There are so many organizations struggling to hit their sales goals because their team simply doesn’t have the consistent capacity to prospect and generate leads effectively. In fact, lack of resources, such as staff, funding, and time, remains the biggest obstacle to successful lead generation for 61% of B2B marketers. If that’s a struggle you face, keep reading to learn some of the benefits of fractional outsourcing for client acquisition and how it can help grow your business.

7 Critical Steps to Take When Advertising a Lead Generation Event

7 Critical Steps to Take When Advertising a Lead Generation Event

We all know that B2B lead generation is not the easiest task. It takes multiple conversations via advertising, email and phone to finally meet with someone face to face.

If you’re looking to have more in-person conversations with sales leads at a quicker pace, throw an event! Lead generation events aren’t only a great way to prove that you’re an industry leader, but it also gives you the opportunity to develop relationships with key decision makers.

However, planning an event that produces quality results takes a well-thought-out strategy. Below are a few steps to remember when advertising your own lead generation event.

Customer Experience vs Customer Service

Customer Experience vs Customer Service

The term “customer experience” seems to be thrown around a lot lately, and for good reason! Companies have begun to realize the importance of a customer’s entire experience with them, rather than just when they contact customer service.

Customer experience isn’t something brands should (or can afford to) take lightly. In the past year alone, 49% of people have said that they switched brands due to poor customer experience. 81% of companies also state that they are competing based on CX alone, which means that customer experience is the new brand.

Now more than ever, it’s important for every B2C company to understand that your company’s brand is more than colors and logos. Your brand still encompasses marketing, but customer experience is really the key factor in how potential and current customers feel about your company.

Top 10 Customer Support Best Practices

Top 10 Customer Support Best Practices

We know that when it comes to your business, success comes down to how your customers view their experience with not only the product/service, but also with the customer support team. Because it's much easier to convert a current customer than someone unfamiliar with your brand, the goal of your business should be to ensure customers to come back monthly or yearly. Therefore, ensuring that churn is minimized is essential for business success. 

In the past year, 49% of people have switched from a service provider or business because of poor customer support. Therefore, in order for your customers to remain satisfied and your business to be successful, exceptional customer support is key. 

In marketing and business development, it’s always stated that you need to reach out to leads with the right content at the right time. This is the same when they have already agreed to be a subscribing customer! The best customer support comes down to being available to assist when your customer needs it, how they want to be in contact, and with the personalized help they need.

5 Ways for Giving Customer Support a Human Touch

5 Ways for Giving Customer Support a Human Touch

While today’s modern world is centered around technology, our society will always crave human interaction, especially when it comes to customer support.

Quality conversations and interactions never go unnoticed by customers. In fact, 86% of buyers are willing to pay more for a great customer experience.

And what’s correlated to exceptional CX? Adding a human touch to every conversation.

Whether your customer support team is in-house or you’re a company that provides outsourced customer experience solutions, take note of how your team can give a human touch to a customer’s experience through the tips below.

5 Customer Engagement Trends You Need To Pay Attention To in 2020

5 Customer Engagement Trends You Need To Pay Attention To in 2020

When your B2C company wants to grow, where is the first place you turn?

Your current customers, right?

This answer seems to be an easy one, but when 54% of customers say that companies need to transform how they engage with them, it’s clear that not every company thinks this way.

We always believe that the customer comes first, which is why we’re so excited about customer engagement trends and how your company can make the experience better for them.

Would you like to learn more about Incept CX Solutions?