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Infolink-exp expands its global presence with a new support operations center in Málaga, Spain.

Infolink-exp, a leader in global technology support services, announced the opening of its European office today.

 

SAN JOSE, CA, November 4, 2019. – Infolink-exp’s new office will be based in Málaga, Spain and will serve European and Asian companies, as well as North American clients moving into the European IoT market. “Some of our U.S.-based clients, companies out of San Francisco, the Silicon Valley, and New York City among others, are growing rapidly and expanding into overseas markets with their products. Often the first step in their expansion is the EMEA market, and we at Infolink-exp want to be in a position to serve them there and become a global partner to them in supporting their users“, says José Antonio González, Founder and CEO of Infolink-EXP. “In addition, Europe has a large and growing number of their own technology companies providing innovations in the smart home, automotive, healthcare and environmental spaces, among others. We also want to be in a position to deliver our customer support and customer experience solutions to them, as we help them scale”.

In recent years, the Internet of Things (IoT) has been gaining ground with consumers, who are starting to see the benefits of using IoT devices to simplify tasks in the home and to manage things around them using apps. According to CSG, just in the smart home, adoption of devices is already in the mid twenties (23%), but expected to rise rapidly, and a strong majority of consumers feel that the most valuable attribute of IoT devices is to make life easier.

The Andalucía Technology Park (PTA) in Málaga provides the perfect environment for Infolink-exp’s landing in Europe, where the company will be able to tap into multi-national and multi-lingual customer support and engineering talent. Infolink-exp, with current operations in Ciudad Juárez, Mexico and San Jose, CA, will be serving clients –B2C and B2B IoT brands– out of their Spanish operations center starting in November of 2019.

In the Media:

Markets Insider

PRWeb

RealWire

 

 

5 Shocking Stats on Bad Customer Experience

Earlier this year the world was shocked by a graphic video of David Dao, a Kentucky man, who was dragged off a United Flight, his face bloodied and body limp. But this wasn’t the first time United had problems. There was the famous 2009 music video, United Breaks Guitars, created after the bassist for the band Sons of Maxwell saw his $3500 Taylor bass guitar nonchalantly thrown to the ground by United baggage handlers.

Incidents like these and others turn viral on social media. They shock us, offend us, even outrage us. But are these highly visible events exceptions, or do they happen more often than we believe?

Unfortunately they’re just the tip of the iceberg. We researched the topic and found some shocking statistics about the pervasiveness of bad customer service in business today, and turned it into an infographic.

Here are some of the findings

86% of customers have to contact customer service multiple times for the same reason

Have you ever tried to get a problem resolved by calling a company’s customer service line, only to get no resolution? Fully 86% of customer service calls don’t’ resolve the issues the calls were about, forcing customers to call over and over again to try to get resolutions to the same problems.

85% are put on hold for too long

Do you think being put on hold for 5 minutes is a long time? That’s the time when people usually hang up the phone, because of the perception they’ve been left hanging for too long. And 85% of consumers calling into customer service lines feel like they’ve been put on hold for too long.

84% of customer service agents can’t answer the questions

Not being able to answer questions is so frustrating, principally because you call customer service to get your questions answer and your problems solved. A lot of this is either a training problem, a hiring problem, a process-flow problem or all three.

82% of customer service agencies are impolite or unfriendly

Now this goes directly counter to the purpose of customer service, which is to help customers. When you call into a help line you’re usually irritated, angry, and frustrated. If the customer service rep who answers is unfriendly or short with you, it could be the spark that makes you explode. The fact that 82% of reps are insensitive to the emotional state of the people calling in is completely unacceptable.

83% of consumers have to repeat the same information to multiple reps

This is my pet peeve. I have seen my emotional state go from mildly frustrated to infuriated in just a matter of minutes when I’ve been bounced from rep to rep, only to repeats my story three or more times. Unfortunately this is way too common as well.

5 negative customer experiences

5 negative customer experiences [infographic]

 

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Customer Loyalty on the Cloud is priceless

Sales and marketing gurus love to focus on how to create more awareness, generate more leads, and close more sales. It’s what’s “sexy” in the blogging world.

But the old refrain, “It’s easier to sell to existing customers than to new ones,” is truer now than ever before.

In our infographic on Customer Loyalty In The Cloud” we share some of the key business benefits of loyalty for cloud vendors:

Loyalty tips

  • Communicate with your customers
  • Provide great customer service and support
  • Optimize your customer’s experience
  • Build employee loyalty

Why is Loyalty Imperative

  • It costs 5 times more to acquire a new customer than it does to keep an existing one
  • 80% of revenue for most companies comes from 20% of their customers
  • It’s easier to sell a new product to your existing customer base than to new customers
  • 91% of dissatisfied customers who switch to another company will never come back
Customer loyalty on the cloud

Customer loyalty on the cloud [infographic]

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Infolink EXP Blog: One of the Best Customer Experience Blogs to Follow

Companies today are prioritizing the creation of amazing customer experiences. They know that excellence in sales and marketing is not enough – they must also delight their customers throughout the customer journey, both before the sale and after the sale.

Belgian Big Data company NG Data recently researched the top blogs in the industry dedicated to helping companies design, execute and support excellent customer experiences. They came up with the definitive list of the top 50 customer experience blogs, and we were pleasantly surprised to find that Infolink’s blog was included in the list.

They listed our blog along with such industry heavyweights as Conversation Agent by Valeria Maltoni, Customer Experience Matters by Bruce Temkin, and the Forrester Blog for Customer Experience Professionals.

They also listed their favorite Infolink blog posts:

  • The Customer Experience is Key to Growth and Profitability on the Cloud
  • Customer Experience Management through service…beyond operational metrics
  • (Customer) Experience Matters

Read the full write-up by NG Data on the top 50 customer experience blogs.

Our Biggest Takeaways from the NG Data Post

Creating a customer-centric culture is essential

The folks at NG Data believe companies that create amazing customer experiences will excel at business. In fact they stated: “…businesses that knock it out of the park with customer experience management that lead the pack in their respective industries.”

The importance of Big Data for delivering an awesome customer experience

It’s not surprising that a company with the name “NG Data” would talk about the important of Big Data. But we agree, which is why we launched Zahoree, a Big Data Analytics as a Service company to help companies accelerate their time to insights without the large cost outlays of typical Big Data companies.

In their post, NG Data says that Big Data allows marketers to create enriched experiences to improve the effectiveness of their lead generation, nurturing and conversion.

The importance of the customer experience throughout the customer journey

NG Data believes what we believe: companies must deliver an excellent experience through all phases of the customer journey: from awareness, to acquisition, product usage and finally to repeat use and loyalty.

It’s no longer enough to provide a great sales experience. In order to survive – and thrive – in today’s business climate, you have to take care of the complete customer journey.

Fix, but delight too: the Customer Experience difference

We all know a great customer support experience can be the best thing when it comes to customer retention, hopefully creating product brand advocates in the process. But how exactly do you know what type of experience your client will consider great? And therefore, how do you design it?

A b2b software company might need to design customer support processes where quick turnaround, fast resolution time, preciseness are key attributes of a successful interaction. Customers want things fixed, and they want them fixed now.

On the other hand, we tend to believe that a b2c or e-commerce company might benefit a lot more from focusing on the softer, human aspects of the interaction: empathy, patience, hand-holding, wow! Not that these attributes aren’t important in all settings, but the emphasis on them is usually more or less depending on the type of support or assistance being provided.

Take for example the online shopping site Zappos. Their customer support processes encourage support agents to go out of their way to create a WOW moment on every call they receive from their customers. Zappos has created a brand for themselves around service, which is what customers mostly rave about. They feel they’re being helped by real people.

With the advent of the cloud, SaaS and other types of subscription models, customer support of technology products must take a page out of the best customer service organizations out there. Yes, it’s about fixing the problem, but if you want that subscription to be renewed next month, you better leave your customer feeling pretty good too!