Omnichannel CX: The Competitive Edge of Outsourcing to the Philippines

Omnichannel CX, or customer experience across all channels, has become increasingly important in today’s business landscape as customers expect seamless, personalized experiences across all touchpoints. However, delivering an effective CX can be a major challenge for companies, as it requires managing multiple channels, integrating customer data, and maintaining consistency across all touchpoints. Outsourcing has emerged as a solution to these challenges, and outsourcing to the Philippines can provide a competitive edge for companies.

The Challenges of Delivering Omnichannel CX

Companies in various industries, such as e-commerce, airlines, and travel & hospitality, face common pain points when trying to deliver an effective omnichannel CX. These challenges include managing a large volume of customer interactions across different channels, providing consistent and personalized experiences, and integrating customer data from different systems. These challenges have a major impact on companies, as they put pressure on businesses to improve CX in order to stay competitive.

E-commerce providers for example face the challenge of providing a seamless experience across multiple channels, as customers often jump from one channel to another during their purchasing journey. Airlines and travel companies need to manage a high volume of customer interactions across different channels, from booking a flight to checking in and boarding. This can lead to inconsistencies in customer experience and difficulty in tracking customer data across different channels.

These challenges are unique to each industry and require a different approach to solve. E-commerce companies may require a more focused approach to integrating customer data across different channels, while airlines and travel companies may need more emphasis on managing high-volume interactions across different channels.

Outsourcing Omnichannel CX to the Philippines

Outsourcing omnichannel CX to the Philippines offers several benefits, including access to a skilled and versatile workforce, cost-effectiveness, and streamlined processes. Philippines-based outsourcing providers also have specific expertise in managing all channels, including phone, email, chat, and social media. Additionally, the Philippines-based team can provide a unique cultural understanding and adaptability, which is useful to cater to different industries and their specific needs.

PITON-Global has a comprehensive solution for managing all channels, including phone, email, chat, and social media. Our team in the Philippines is composed of a highly skilled and versatile workforce, trained in handling multiple industry-specific requirements. We pride ourselves in providing a unique cultural understanding, adaptability, and customer-centric approach that cater to different industries and their specific needs.

Case Studies

Companies from different industries that have successfully outsourced omnichannel CX to the Philippines have realized significant benefits, including increased customer satisfaction, improved NPS scores, and reduced costs.

For example, one of our clients, a leading UK-based e-commerce provider, was struggling with high customer churn and low customer satisfaction. By outsourcing their omnichannel CX to our team in the Philippines, they were able to improve customer satisfaction by 15%, resulting in a 20% decrease in customer churn. Additionally, they were able to save 30% on their customer service costs.

Another client, a travel and hospitality startup, was struggling with high customer complaints regarding inconsistent service across different channels. By outsourcing their omnichannel CX to our team in the Philippines, they were able to improve NPS scores by 22%, resulting in a 17% increase in repeat business. Additionally, they were able to save 40% on their customer service costs.

Outsourcing omnichannel CX to the Philippines can provide a competitive edge for companies. It offers access to a skilled and versatile workforce, cost-effectiveness, and streamlined processes. Companies from different industries that have successfully outsourced omnichannel CX to the Philippines can provide a competitive edge for companies. A versatile workforce, cost-effectiveness, and streamlined processes. PITON-Global, offers a comprehensive solution for managing all channels, including phone, email, chat, and social media. We have teams in the Philippines and other key locations around the world s that can provide a unique cultural understanding and adaptability to cater to different industries and their specific needs.

The bottom line: The challenges of delivering an effective omnichannel CX are unique to each industry and require a different approach to solve. Outsourcing omnichannel CX to the Philippines can provide a competitive edge for companies by giving them access to a skilled and versatile workforce, cost-effectiveness, and streamlined processes. The case studies presented in this white paper demonstrate the real-world effectiveness of outsourcing omnichannel CX to the Philippines and how it can provide a competitive edge for companies.