Best practices for outsourcing your customer service

EXPERTENGESPRÄCH | To outsource or not to outsource? This is the question for many businesses, especially when you’re growing and internationalizing. For Henning Heesen, co-founder of Salesupply, the answer is a clear yes to outsourcing your customer service. He talks to Erik Pfannmöller about how outsourced call centers deliver a great service experience by creating a personal and emotional connection with the customer – no matter the language. Thinking about outsourcing, the first argument for it is always saving costs, but in Hennings opinion it should be all about providing better quality.

In this episode you'll learn...

...how Salesupply became a eCommerce fulfilment and call center success story

...why having local people with local knowledge is essential for local success

...how to overcome the challenge of internationalization in eCommerce

...why a product complaint is a chance to win a customer over for a lifetime

...what it means to pursue the approach “from ouch make wow”

...why customer complaints should be read from bottom to top

...what advantages the combination of customer service and logistics can bring

...under which circumstances outsourcing is a superior method

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“The Art of Customer Service” is a podcast by Solvemate. You’re being connected… Hello, how can we help you? For top notch customer service insights and advice, just click the play button of “The Art of Customer Service”. Erik Pfannmöller and his guests cover lots of great topics on the subject of customer service industry trends, best practices, tools, techniques and advice.

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||||| PEOPLE |||||

👤 Erik Pfannmöller, CEO & Founder Solvemate

👤 Henning Heesen, Founder & CEO Henning Heesen & Company‎®

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🤖 [Solvemate](https://www.solvemate.com/en/) enables brands to deliver quality customer service through meaningful conversations. Our automation platform, powered by smart conversational AI, allows companies to deliver quality customer service, faster. Solvemate is trusted by brands such as On, musicMagpie, and ARMEDANGELS.

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||||| CHAPTER |||||

(00:00:00) Introduction to the topic

(00:05:14) How does Salesupply fit into the outsourcing market?

(00:09:33) From ouch to wow

(00:16:45) What makes the combination of customer service and logistics unique?

(00:20:12) Outsourcing vs. In-house

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