We’ve talked before about how having only an internal customer support team could actually be costing you money, but did you know that there are more benefits of outsourcing customer support?

When it comes to customer experience, customer support plays a critical role. Whether your company is rapidly growing, and you can’t staff quickly enough, need to staff live agents during peak times of day or year, or you want to offer support at times that your employees don’t work, outsourced CX can really prove to be beneficial. And, if you’re not prioritizing customer experience, you’re essentially leaving money on the table.

Note that there is a difference between customer experience and customer support, which is important for you to understand. Luckily we have an in-depth blog post outlining how CX and customer support are different to help you!

Whether you have an internal call center or are working with an outsourced CX partner to manage your customer experience, phone scripts are essential for maintaining consistency. We talk a lot about the importance of digital marketing and its role in the customer’s journey, but one thing is for sure - a phone call and a human conversation is something that won’t (and can’t) go away.

When you think of customer experience, inbound telemarketing services are typically what come to mind. Those services include inbound calling, live chat, email, texting, and any other method you have set up where your customers can easily reach out to you. However, I’m willing to bet that outbound marketing or outbound teleservices don’t cross your mind nearly as much in relation to CX. And if you think customer experience and customer service are the same - think again and read this article that outlines the differences of each.

Because customer experience relates to the entire customer journey, you need to consider how both inbound and outbound marketing play a role in growth and customer retention. Or maybe outbound telemarketing doesn’t cross your mind because you’re not sure what it all entails. In order to ensure you’re educated on both sides of CX, we’re going to discuss the difference between inbound and outbound marketing and telemarketing.

Customer experience has increasingly grown in priority over the last few years, and for good reason. To put numbers to that statement, 73% of customers agree that customer experience helps to drive their buying decision. And, 89% of consumers have moved to a competitor following a poor customer experience with a brand. Regardless of your business and its model, an emphasis on what your customers want needs to be at the forefront of any CX decision if you want to retain customers as well as continue acquiring new customers.