Customer Experience

Why is Outsourcing Essential for Start-ups In MENA?

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Today, there is a surge of start-ups throughout the world, yearning to become successful. However, BPO companies in MENA can offer impactful resources and tools to these start-ups. With a market growth CAGR of 6.9% till 2029, BPOs are becoming essential for businesses globally.

Economically, MENA is a very suitable region for start-ups. It is a financially alluring destination for start-ups to establish themselves.

Let’s take a brief overview of outsourcing and later, we will discuss the importance of outsourcing services for start-ups in MENA with a sprinkle of some successful examples.

Outsourcing

Outsourcing is a way for businesses to hand over some of their non-core functionalities to those that specialize in those operations. These companies can be offshore or onshore.

Some of the main reasons for choosing these BPO companies are:

  1. Low operating costs
  2. Increased scalability in operations
  3. Start-ups can focus on core operations
  4. Improved efficiency
  5. Equal footing with bigger businesses
  6. Lesser execution time

Usually, BPO companies are employed for a better customer experience. According to Zippia, improved customer service alone can increase the company's revenue by 10-15%. Not only that, 42% of customers are willing to pay more when they received friendly customer service.

Apart from the basic customer service operations, BPO services can be employed for:

  1. Bookkeeping
  2. Data Entry
  3. Human Resources
  4. Digital Marketing
  5. Directory Services

Outsourcing in MENA

With several options, choosing the right outsourcing partner can be a bit of a hassle and requires some research related to it. In MENA, many geographical locations can be suitable for choosing the service provider according to your wants and needs.

According to AT Kearney’s Global Services Location Index 2021, Egypt had the most successful BPO operations in MENA at 15th position, whereas UAE and Turkey were ranked 25th and 26th respectively.

MENA: Investment and Progress

Compared to other regions, MENA has started offering lucrative opportunities quite early making it one of the top choices of many companies. MENA, particularly UAE, had acquired 95% of its eCommerce presence even before the COVID-19 pandemic. It was already adapting the eCommerce model of business with the rest of the world.

The governments of this geographic landscape are eagerly investing and encouraging investors to develop their business cases in their countries. The deployment of Amazon Web Services (AWS), 5G, and the workings of giants like Xerox, IBM Corp, Accenture, Capgemini, and Ericsson, are enough examples for businesses.

Future Trends:

Different market analyses have found positive trends for start-ups and businesses in MENA. Data Bridge has forecasted that by the year 2029, the BPO industry alone would be worth well above $20 billion, which has hastened the need for business agility, cloud technology, and AI, augmenting the market growth substantially.

The region offers the lowest global outsourcing rates averaging $25-90. New product or service outsourcing has taken up the most of BPO industry, leading with a 20.3% contribution. Let’s take a look at some successful examples relying on BPO.

  • MindTales

Founded in 2020, this mental health start-up rose to success after developing its digital wellness and counseling application. With their focus on B2C and B2B operations, they saw a monthly 32% increase in app subscriptions and acquired BPO services for human contact for its subscribers. The app has seen positive responses even after having customer service outsourced, proving that its needs are being fulfilled for its 70,000-user base, give or take.

  • Seez

A car-trading search engine and platform, Seez has become a well-established company among others since 2016 with a user base roughly touching the 2 million mark. This eCommerce platform also acquired outsourcing services for their customer demands and has spurred significant growth in 2021, with a 300% increase in their business. They have successfully raised $21 million and are looking for opportunities in Europe.

  • Rabbit

A grocery delivery app launched last year in October, it has already raised $11 million. Their eCommerce grew 29% annually and their sales went up two to five-fold, all resting upon the credible shoulders of outsourcing companies.

  • Mozare3

Unique in the space of apps and platforms, Mozare3 is an agri-fintech solution for farmers to help them get micro-loans and facilitate them in transactions. A fine series-A startup, it successfully reached 3000 farmers in Egypt and its outsourcing CX has managed to solidify this small userbase. They have high expectations of reaching 100,000 farmers by the end of 2023, showing complete trust in the outsourcing process.

The Right Decision

Making the right decision can seem like the hardest choice, especially with contract negotiations pertinent to BPO services. But MENA provides several top-listed outsourcing companies that have a grand portfolio of working with the blue-chip giants and A-series start-ups, just like yours.

So don’t hesitate to consult with the experts and choose the one that suits your business the best. If you still are lost, contact us. We specialize in providing the best suggestions and the best service as an outsourcing company.

Customer Experience

Effective Customer Retention Strategies for Long-Term Business Growth

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With increasing clicks and conversion costs, it’s better to retain existing customers than acquiring new ones.

The importance of customer retention is highly understated. It evidently suggests that your customer trust your brands and services and continue to remain loyal in the long run. Retaining customers for a business is very important as it plays a significant role in their growth.

What is Customer Retention?

This is the practice of growing a business’s repeat customer rate and mining added value from the present customers. The basic purpose of customer retention is to guarantee your customers are making recurrent purchases, are content with your services and do not turn to your competitor.

Here are some techniques that your business can implement to boost customer retention.

    • Welcome Series

      This is basically an idea which makes use of email welcome series which sets the tone for any interactions between the business and client. It enables you to build a solid foundation from the very start to increase your customer base.

      You can achieve this via number of emails like:

      Email1: Introduce your brand in a very unique manner presenting its value propositions.
      Email 2: You can communicate the brand values the business has

      Email 3: Display all the products you offer through this email so the client has an idea of what you are offering

      Email 4: In this email you can offer an incentive to encourage the client to make the purchase

      It is not necessary that you go with the sales pitch right away. A brand introduction, how it may assist the customers, what you believe in, is likely to convey the idea of the bigger picture to the customers.

    • Evolve your Offerings

      Providing a diverse variety in your product offerings forms the basis for brands to stand out in the competitive market of today. Moreover, brands need to consistently engage with their customers so as to keep them updated with the relevant information regarding their offers.

      You can customise on your loyalty programs which will help your brand build a community of engaged customers that are likely to purchase on a frequent basis.

      Personalisation is also a prerequisite to grow your customer base. These are basically custom offers like providing exclusive deals on important days like their birthdays etc, sending them private emails and discounts with special codes. This makes them happy and willing to make repeat purchases and choose your brand over others as the rewards suit them.

      You can also provide customers with an option of choosing their own loyalty program. You can do this by allowing members to select a free gift within a certain price range from its best sellers list. Take it one step further by introducing a points system which your customers can use against the complete list of products you provide.

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Customer Experience

AI Strategy: How Rapid Experimentation Drives Success

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AI is the defining technology of today. In fact, in the constantly evolving technological landscape, few innovations have had quite an impact as artificial intelligence. Similar to how the internet changed our lives two decades ago, artificial intelligence is increasingly transforming the way we work and lead our lives. and with recent advancements in generative AI, the trend has leaped even further!
From diagnosing diseases to reforming industries, there are no limits to AI’s capabilities. Yet, amidst its promise lies a gap in value creation, as many businesses are struggling to harness its full potential. In this article, we delve into the rise of AI, and the crucial need for a comprehensive AI strategy to navigate this rapidly evolving landscape.

What is Artificial Intelligence?

Initially coined in the 1950s, the term artificial intelligence is defined as a machine that can reason, learn, and act independently in different situations. All the AI applications today can be seen as ‘narrow AI’ meaning AI that is programmed to provide solutions for a specific task. This may include playing chess, filtering emails, translating text, and so on.
AI is a broad term that encompasses numerous technologies and areas of study. Machine learning stands as a cornerstone of AI, which is all about using statistics to spot patterns in big sets of data. These patterns help machines predict things accurately. The technical concepts underpinning many machine learning applications have existed for decades. However, only in recent years have we achieved the computational capacity and access to vast amounts of data necessary to fully harness the potential of this form of AI.

The Gap in AI Value Creation

AI helps in accomplishing tasks faster, engaging customers uncovering insights through data and many more. It has been a powerful lever to help accomplish what’s important from developing new revenue streams to creating measurable efficiencies. Consequently, many businesses are increasingly investing in AI technologies to enhance their operations, products, and services, to gain a competitive edge.
While many are resorting to discovering ways to innovate with AI, some recognize it's a unique technology that must be handled carefully. Moreover, there seems to be a major gap in AI-related value creation among companies. While the likes of Amazon and Google have been making huge profits by leveraging AI, other firms have not been able to meet their targets. While the broad transformative potential of AI is known to enterprises, they still struggle to translate its potential into tangible advantages.
A vast majority of enterprises are facing the dilemma of balancing disruption and innovations brought about by modern AI tools with the responsibility and control mandated by business regulations and practices. There may be several reasons for this but most are traced back to the basic issues.
This gap often stems from foundational issues, including a lack of understanding of AI's necessity, its use cases, challenges, and implementation strategies. In essence, there is no comprehensive AI strategy in place to fit specific organizational needs and goals.

Creating a Comprehensive AI Strategy

Successful companies leveraging AI have proactively embraced the technology from its inception, tactically addressing possible challenges linked to its widespread application. Considering the adoption of AI as a journey spanning from proof of concept to its applications in daily operations, businesses generating value out of AI are the ones at later stages of the journey.
Reaching a level of AI maturity necessitates a well-rounded AI strategy with a structured understanding of the dimensions that need to be addressed. This understanding must extend beyond mere discussions of use cases to encompass deeper inquiries into AI ambition, organizational enablers, and execution strategies. More so, it is significant to know how to develop these dimensions systematically.
The path to AI maturity varies for different organizations depending on their current level of maturity and status quo. Yet a clearly defined path will aid in navigating an ever-evolving AI landscape. It is essential to systematically develop these dimensions to ensure successful AI integration and value creation.

Overcoming Uncertainty Through Rapid Experimentation

With enterprises embarking on the route of AI adoption at scale, they may find themselves navigating unmapped territories. With the field in its infancy, many businesses have not yet fully acquired the skills necessary to establish a solid foundation for their AI practices. This uncertain landscape, calls for the adoption of the critical strategy of rapid experimentation to drive growth and innovation.

Fostering Innovation with Multi-Disciplinary Teams

AI applications require placing great importance on diverse experiences and domain expertise, thus departing from traditional methods. Businesses must assemble multi-disciplinary teams comprising individuals proficient in application development, data engineering, and data science. The combination of this expertise allows teams to recognize pitfalls and biases in AI applications and thus translate pioneering technologies into tangible products and practices. By embedding a culture of curiosity among the teams, individuals are encouraged to further for exploration and experiment, consequently leading to forward-thinking solutions.

Establishment of Controlled Experimentation Settings

Establishing controlled experimentation environments is crucial for superintending the iterative process of AI development. To select suitable data and set processes running, collaboration among information security specialists and business users is paramount. Organizations may lay the basis for developing innovative applications by approving a set of initial use cases. Experimentation environments every so often reflecting testing and development environments depend on authentic company data to inform decision-making and drive insights.

Rationalizing Data Provisioning and Application Development

Streamlining AI initiatives requires an internal process for application development and productization. Application owners are empowered by the selection and provision of data within the experimentation platform along with monitoring user behaviour and data flow. Organizations can promptly gather valuable insights and address issues by establishing feedback loops, thereby facilitating continuous optimization and improvement.

Securing Compliance and Storage

Enterprises must ensure secure and compliant storage to guarantee sensitive AI systems and data are protected. The implementation of comprehensive governance tools allows businesses to track, monitor, and manage the complete lifecycle of AI applications. This safeguards against all potential data breaches and unauthorized access.

The Final Verdict

Rapid experimentation is the foundation of AI adoption allowing enterprises to drive innovation and navigate uncertainty. Organizations can use AI to its full potential by the formation of multi-disciplinary teams, creating controlled experimentation settings, streamlining application development, and prioritizing secure storage and compliance.

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