Ask any business owner around the globe who is trying to run a Spa or a Salon operation and the narrative would have the common theme of ever trying to reach customer centricity in operations and consistently failing in the objective. The common war cry remains customer engagement but the cost attached with developing and maintaining a good quality customer help desk along with an able receptionist manning it is a herculean task and is more often than not quite steep and prohibitive. Forward looking brands in Spa and Salon industry have already started experimenting with outsourced customer service call center to get the added advantage which outsourcing customer support to 24/7 call center services bring.
Outsourcing of important support functions is not a new business practices. Strong business houses in Europe started toying with the idea of outsourcing when they figured out that better cost optimization without compromising on the standards of customer support can be achieved through outsourced customer service call center. This started happening post the World War 2 era when both human resources and capital resourced became very costly and businesses were forced to look for better means and measure to ensure that businesses are still running smoothly and the shutters are not forced down due to inadequate customer engagement. 24/7 call center services were plugged in with regular operations that ensured that customers see that the brand is available to serve them anytime during the day and night and no calls went unanswered after that.
Spa and Salon as an industry is marred with complexity and challenges at every step of the journey. A Spa operator of a Salon business owner is fighting the war for survival on a daily basis. In today’s world, where the after effect of the pandemic induced slowdown is still felt by almost all industries, Spa and Salon businesses are the worst hit. Those who have already deployed Spa and Salon appointment scheduling services are still finding the going relatively easy as this has led to reduction in cost of operations for them along with a better and more efficient service delivery part since 24/7 call center services do ensure that there is a meaningful sense in how the appointments are getting scheduled and what is the net outcome of having a standard and optimized delivery schedule calendar.
If the scheduling is achieved in a very optimized manner, which is done through having a Spa and Salon appointment scheduling services plugged in, a Spa or a Salon owner gets the chance to organize his or her internal resources in a very meaningful way. They get the ability to have the right fitment of technicians done at the very inception of the booking calendar. Once a client gets the feeling of being completely looked after, the chances of generating repeat business through the same client increases dramatically. These services have to be rendered through bilingual call centers as there are multiple instances when a client is not comfortable in conversing in only English and language starts acting as a barrier. Bilingual call centers does have the ability where the trained executives who are manning their desks can converse with the customer in the language in which he or she is comfortable with.
Once a customer calls up the bilingual call centers and hears the customer support executive who is receiving the call speaking in the language which he or she prefers, generally this language is the mother tongue of the customer and not the commonly used English language, the confidence level of the patron in the credibility of the brand immediately goes up. If these services are offered through 24/7 call center services, then the feeling of warmth and being cared for by the brand remains with the patron around the year, 365 days and 24/7. Suddenly the resistance which was being felt through because of the boundaries of geography and time zone is lifted and the customer engagement reaches an altogether new level of satisfaction.
Spa and Salon small business owners across the world have found this successful mantra and are increasingly using Spa and Salon appointment scheduling services in very close association with outsourced customer service call center with great aplomb. The uniqueness of this combination lies in the fact that once a patron recognizes that the brand is walking that extra mile to bring client engagement to the fore, they feel that this effort is worth it and then they look forward to meaningful and closely held association with the brand. The idea of finding a partner which can look after their personal health and hygiene and can add overall value to the desired quality of life becomes quite deep rooted in the buying behavior of the consumer and they look forward to keep on engaging with the brand again and again over a very long period of time. The result is consistent repeat business for the brand that deploys bilingual call center. These are the brands that consistently enjoy positive impact on their revenue pipelines.
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