Learn more about Customer Support Outsourcing to the Philippines with STAFFVIRTUAL's CEO, Ike Stranathan. STAFFVIRTUAL provides customer support over phone, live chat, email and social media. Whether you need 1-2 people or 50+, we can help. We are passionate about providing incredible customer experiences, whether its a phone call, chat, email correspondence, or using social media tickets to us. We'll handle your customer support tickets around the clock. Learn more about the types of affordable and experienced customer support talent we can find for you in the Philippines.

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Video Transcript:
Hi there my name is Ike Stranathan and I'm the CEO of STAFFVIRTUAL, for the last 10 years I've been building customer support teams in the Philippines for our clients around the world . Personally hired over 500 people, I'm really passionate about helping our clients provide the best customer experience possible for their clients and I'm just gonna explain what is customer support outsourcing and kind of a broad general sense, so outsourcing of course is moving a process t another provider whether there are onshore in your country or offshore, outsourcing doesn't necessarily mean an offshore, provider like mine, my company in the Philippines or an Indian company it can be done on shore and the first things that can ever be outsourced we're really a lot of these customer support roles and there was mostly the phone and voice based roles around 20 years ago remember about in the mid nineties you started getting calls from overseas companies and the banks and.the big fortune 500 companies started outsourcing voice so that was really the first wave of customer support to be brought offshore and more we're seeing customers want to be delighted and interacted with on non voice channels so live chat , an app within an app. or email support are becoming much more popular so customer support outsourcing can be either voice channels or non voice channels wherever your customers are you have to meet them there with consistently robust customer support and when it comes to this era we're in with social media you really have to put out that little spark before it becomes a massive forest fire sometimes a customer will sort of flip out if they're not having a good day or a good experience with your product or service and they might create a lot of tickets they might go to email and send you an email they might try to give you a call. they might go to your facebook and bash you or send out a tweet and you have to be there if you're providing social media customer support to really address that company consumers needs I take care of that customer and really wow them and it's really about providing an overwhelmingly positive experience when you're putting out that little spark if you've ever had a problem with uber or a lot of these really customer centric tech companies they go out of their way to wow their customers and they really want to turn that angry customer into a brand ambassador so they'll go out of their way "oh I'm sorry uber didn't show up here's a next ride free and another $30 credit that you can give off your next ride" so they really try to overwhelm their customers with an incredibly positive resolution to the problem and that's what great customer centric companies do, so to recap customer support outsourcing is really moving your customer support to a third party provider doesn't''t necessarily have to be overseas and customer support outsourcing works for all your customer support channels whether they be voice and non-voice channels , a lot of companies really want to provide that omni-channel customer support experience and the ultimate, the holy grail is omni-channel 24/7 customer support, companies that are doing that are really meeting their customer wherever they are and they're the most responsive , so I hope that helps if you like this video please click like and subscribe there's gonna be more videos from me answering your frequently asked questions about outsourcing and why outsourcing makes sense and I really love for you to subscribe so go ahead and click like and subscribe and subscribe to our channel. thank you!

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