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Which Way For Outsourcing In 2018?

2017 was a year that marked a rapid increase in partnerships between clients and outsourced customer service, when it comes to outsourcing. The change in the way customers hear about products and then turn customers has been a major driving factor of this increase. The marketing professionals refer to this as the “customer journey”.

The “customer journey” experience has become more difficult. Normally, a potential customer will come across a marketing campaign, seek additional information, compare products and maybe make a purchase. In the case where a problem arises, they follow up customer service with a mail or call. Now, there has been a complete makeover in the way customers gain access to information about products. Information about a product can now be seen on social media, online customer review or recommendation. Many brands now offer options to purchase online, thereby changing the way, customers make purchases.

As a result of this behavioral change in consumers, outsourcing has been affected in terms of how brands need to create awareness for their products, how brands need to offer omni-channel experience, so as to diversify how customers get product information and make purchases.

This fast changing nature in business structure has increased the need for outsourcing services. Brands find it easier to run customer services functions and marketing by outsourcing to experts who have apt knowledge of how marketing, service environment and omni-sales work. This has resulted in a closer relationship, or rather partnership between customers and suppliers that deliver customer service, IT or marketing services like www.123employee.com. In the modern business environment, they are better referred to as partners.

This is a trend that will seemingly continue as business are exploring the significance of an omni-sales channel business environment for their customer service processes and IT systems.

Alongside the uptrend in outsourcing services, there have been a couple of strong trends, especially in Europe like the GDPR. The EU General Data Protection regulation that was enforced on May 25, 2018 changed how enterprises in Europe store and make use of data. This massive overturn in data storage gives customers the upper hand. You are no longer allowed to capture customer data if you cannot simply state to your customers what you want to use their data for. Note that huge fines apply for defaulters of this new rule. Businesses worried about legislation are turning to outsourcing services to ensure compliance of their systems.

The need for detailed analysis of captured customer data has increased security needs, which is covered by complying with the new GDPR approach. This change in procedures has led to increase in outsourcing to fix these issues.

The increased desire for businesses to understand their customers has resulted in demand for more customer data & improved data analysis. As this requires GDPR compliance, outsourcing helps to deliver these tremendous business benefits. Outsourcing services are in for a good time, as expertise in data analysis, management and security will be in huge demand.

Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! inspires entrepreneurs build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.


2 Responses to “Which Way For Outsourcing In 2018?”

  1. Tyson Brown says:

    I am truly glad to read this webpage posts which includes lots of useful facts, thanks for providing such information.

  2. Heidi Heron says:

    This article is useful and I learn some important things from it. And recently, I know a company – 123Employee is one the best outsourcing software companies in the philippines’.

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