How Omnichannel Boosts SMEs Customer Service? Pain points Vs. Solutions for SMEs
SMEs play an important role here in Malaysia, making up for 97.2% of the total business demographic locally. Generating a strong growth of 38.2% GDP, this growth allows employment opportunities for 7.3 Million people here in Malaysia.
The government has in its role encouraged the growth of SMEs by providing a competitive financing ecosystem through diversified funding options, in order to enable Malaysian SMEs to have easier access to the funding required in order to meet their needs at different stages for continued growth. Source: OECD ilibrary.
As an entrepreneur the business by which you have started, seeing it grow sustainably with a measure of profits today is born out of passion, blood, many sleepless nights and much perseverance. At this point of time, every customer is precious as SMEs do not have the luxury of losing even one customer per se. Business sales by volume is not yet on your side and would be where you are looking to expand further.
Hence, wouldn’t it be wise to then ensure the next investment for the company’s structure be a long-term beneficial one instead of engaging only band aid solutions?
We can’t deny the stages of SMEs growth are plagued with pain points especially in the customer support area, let us address these points and how Accordia’s Omnichannel customer service solution can help with the acceleration of business process flow.
SMEs Pain Points Vs. Solutions:
⚡ Pain Point 1: High Turn Over Talent, and Countering Employee Burnout
Human capital is vital to a company’s growth. Working ethics have changed greatly over the years. The Millennials that many start-up companies hire will most probably not have the same loyalty as employees of the older generations.
Many companies do experience high talent turn-over, poached either by higher pay package or better company benefits. At this point of time, many SMEs businesses cannot afford its employees. Not discounting those who are loyal to your company, but are in the danger of facing a burnout. That’s where Accordia Voice comes into play.
✔ Solution 1: Accordia Voice
Accordia Voice is a channel contact centre which can be subscribed to by Cloud or even On-Premise. A telephony software system that allows for more personal and productive phone support conversations. The system allows for your customer to reach you at any time, with a response. Hence, freeing your employee to manage more tasks efficiently and helping you save cost in Human Capital by hiring only the right talents for a more complex role.
Another point to note, is that the system allows for routing calls to agents or a customer representative equipped with specific skill sets. This is to ensure your customer has a better experience with skill-based routing services as some agents speak different languages, comprehensive product knowledge, and skill sets. Relevant to SMEs especially those with niche market within Malaysia.
Allowing for a more unified greeting and answers to your fellow customers. Maintaining your company’s brand standards.
“One machine can do the work of fifty ordinary men. No machine can do the work of one extraordinary man.” – Elbert Hubbard
⚡ Pain Point 2: Marketing on a Budget
It can’t be denied marketing is currently, and will be the tool to grow your company’s brand and raise awareness. If it’s not important, why then do established brands continue to pour-in millions in marketing strategy.
Having said that, the key word is “more funds”. As the business has currently reached a level where a minimum volume of sales have reached to sustain the basic operations but needs to grow more in order to expand further. The next step would then be investment in Marketing. However, most SMEs rely on running marketing campaigns with a tight budget using Social Media as the first choice of Marketing Tool. With a tight budget in marketing, every campaign counts.
How then would you address the support of customer service when the campaign is a success? Will you have the manpower to net every inquiry turning those into confirmed sales?
✔ Solution 2: Combining Accordia Chat + Accordia Social
Killing two birds or more with one stone strategy. These are tools which allow you to support by boosting customers confidence and cementing customer loyalty. Accordia Chatbots ,with live chat intervention on an omnichannel strategy is where you can reach-out to customers instantly.
Accordia Social covers channels on Facebook Messenger, WhatsApp (WhatsApp Bot), Twitter, Instagram Message, and more. With the right personalization of customer engagement to upsell and cross-sell, it will help increase reach, conversions, boost sales, and ultimately revenues.
Allowing you to capitalize on Social Commerce in an effective way for your growing business.
⚡ Pain Point 3: The Limitation of Funds
With limited funds, planning the distribution of these funds in order to ensure operation runs smoothly at the same time generating profits is not an easy task for SMEs. Hence, making the right technological investment choice for your companies future is vital. At this point of time, you have moved past the band-aid type solutions for your company. Unlike when you first started the business.
It’s about sustainable investments for the next 5 to 10 years and beyond. You would want a technology provider as a partner who is reachable, reliable and with track records.
✔ Solution 3: Technological Investment – Accordia Desk
A sound investment, Accordia Desk presents a 360° view of your customer by integrating with any CRM via Accordia CTI as a bridge, our forte. We offer support from Malaysia, South East Asia as well as countries like Nigeria. Should you have plans to expand to these countries, rest assured we are able to offer support. Choose from the many choices of the best CRM solutions provider both locally and internationally-known.
Helping your supervisors to manage the team and customers expectations all within the same sphere. With the help of an omnichannel helpdesk ticketing system, you’re able to get better customer insights, such as customer demographic, the best selling products, the peak sales and more. With these details, you can plan for a more targeted campaign for the right demographic and personalize these product offerings.
It also helps to extract the right data with Smart Analytics and Reports. Monitor all channels in one place to achieve better business’s KPIs and performance. View analytics and data such as chat volumes, SLA status, user engagement, and more on a single dashboard to gain better customer insights for future product and services planning.
Why allow these pain points to hinder your business growth? Gearing up now for the future is a wise choice to make. Speak to us today.
