Inbound support is
the procedure of handling requirements or enquiries from potential
clients, vendors, customers, or partners as regards product
information, pricing, order, shipping, or related technical
assistance. This can be done through various channels, such as chat,
website, e-mail, or telephone. Inbound support teams are responsible
for addressing and solving all customer queries and enhance their
satisfaction through issue resolution. An inbound consumer service
facility functions best when it offers customers a single point of
contact for all their service inquiries. Currently, customers dial a
single number to order products, register a purchase, make a payment,
or obtain product information. Additionally, they can make an inquiry
or place a support request about a product. The agents or customer
service officials responsible for handling the incoming calls must be
well accustomed with the technical know-how of their offerings, and
have requisite product knowledge so that they can deal with the call
efficiently. It might involve solving the query personally or, if
required, hand over the call to a concerned specialist. Customers
around the world opt for a single point of contact and this is the
reason for the proliferation of the global inbound support market.
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Research Report of Inbound Support Market :
A substantial number
of people prefer to use available toll-free phone lines for their
queries and solutions for their difficulties. Hence, most businesses
prefer inbound support services for their inbound processes. However,
the availability of multi-lingual skilled professionals is limited,
and maintaining the standard of service is difficult, which in turn
is increasing companies’ cost due to a supply–demand gap.
Retaining a steady, consistent, and reliable standard of service at
all times can prove costly. The inbound support system must have an
optimum number of executives, based on priority, so that customers
can get a timely response from the inbound support staff.
As the global B2C
scenario is becoming “C” or customer oriented, the global demand
for inbound support is poised to increase at a substantial pace over
the forecast period. Additionally, more and more customers opt for
other media, such as knowledge base, email, or chat. This concept is
known as multi-channel inbound support. This sector will provide a
sea of opportunity for the global inbound support market. The global
inbound support market can be differentiated on the basis of type and
geography. According to type, the market is divided into three
segments-telephone, email, and chat. Telephone-based customer service
held the maximum share in the market and is expected to retain its
leading position over the forecast period. This is the traditional
approach for inbound support where the customer calls the company
with a service demand or a probe, and the concerned person in the
company solves the problem or transfers the call to the specific
department.
Geographically, the
market can be segregated into five regions. They are North America,
Europe, Asia Pacific, Latin America, and the Middle East and Africa.
Asia Pacific was the dominant market. Availability of labor at a low
cost has given rise to outsourcing of inbound support to this part of
the world. Emerging countries such as India and the Philippines led
the growth trajectory. Due to this, many inbound support vendors have
started operations in this region.
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Key vendors in the
global inbound support market are Flatworld Solutions Pvt. Ltd.
(India), Live2Sell Group of Companies (the Philippines), CMD
Outsourcing Solutions, Inc. (the U.S.), and Q 2 Serves Infotech
(India). Some other players operating in the market are Invensis
Technologies Pvt Ltd. (the U.S.), GizmoSupport (India), Worldwide
Call Centers, Inc. (the U.S.), Etech Global Services (the U.S.), and
Outsource2alpha (India).
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