Brands today have traditionally employed voice communication channels to engage with customers and redress their grievances. However, the emergence of Digital Channels through the Internet—like the brand website and social media—has changed the course of the business process outsourcing (BPO) story in the last few years. Any company that misses climbing on the digital disruption bandwagon is bound to see its end soon. In an age where the customer is king, brands are finding themselves reeling under legacy practices that can lead to poor customer experiences, or worse, missed business opportunities. But not anymore! Led by young and versatile entrepreneurs with a rich knowledge of the customer support, technology, and marketing industries, PuzzleBox is taking these challenges head on through its scalable, customer-centric, and cost-effective services for customer care, social media and website management, as well as web application design and development.
While PuzzleBox BPO’s 24/7 voice (inbound and outbound) and non-voice (chat and email) support services help serve their clients’ customers better, the company fosters sales acumen among their employees and equips them with up-to-date technology. Learning through hands-on experience, the workforce of PuzzleBox provides the latest and sustainable solutions for the brands.
PuzzleBox Vice President for Business Development Apple Esplana-Manansala cites the case of a client who wanted to boost social media engagement by increasing their existing fanbase and catering to customers’ inquiries 24/7. When PuzzleBox started handling the account, the fanbase was at around 5,000. Under PuzzleBox’s management, the client was able to shift customer inquiries to their social media platform, resulting in an inquiry turnaround time of under two hours, creating an influx of fans in unprecedented numbers. Without digital ads, the client currently has more than 250,000 fans and receives consistent positive feedback.
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