Benoit Gagnon & Mads Fosselius: The Future of Customer Service | #31
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Discussing best practices around outsourcing your customer service as an eCommerce business.
To outsource or not to outsource? This is the question for many businesses, especially when you’re growing and internationalizing. For Henning Heesen, co-founder of Salesupply, the answer is a clear yes to outsourcing your customer service. He talks to Erik Pfannmöller about how outsourced call centers deliver a great service experience by creating a personal and emotional connection with the customer – no matter the language. Thinking about outsourcing, the first argument for it is always saving costs, but in Henning’s opinion it should be all about providing better quality.
This episode of The Art of Customer Service covers the following topics around the digital tipping point and the adoption of new technologies:
1. 00:00:00 Introduction to the topic
2. 00:05:14 How does Salesupply fit into the outsourcing market?
3. 00:09:33 From ouch to wow
4. 00:16:45 What makes the combination of customer service and logistics unique?
5. 00:20:12 Outsourcing vs. In-house