Many business owners turn to customer support outsourcing when they realize that it’s becoming too hard for them to solely rely on their own resources for managing customer service. However, due to some misconceptions, they have second thoughts about outsourcing. Here’s what they think will happen:
However, the reality is quite the opposite.
The goal of customer support outsourcing is to provide a top-notch service that a company itself usually struggles to develop. Outsourcing agencies help businesses to handle all their back-office workload and allow them to focus on their main tasks and business development.
According to statistics, when a company hires an external help it:
Outsourcing some of your business processes doesn’t mean that that service is less valuable. Just like a car needs every part of it in order to keep running, a business needs every service to function efficiently. But there are some functions that are secondary to your business’ main focus. And those could be outsourced. Customer care service is one of them.
Now, let’s talk about the benefits of customer support outsourcing and how it can improve your business.
Customer service is the backbone of any commercial business, especially the e-commerce support. Nothing can hurt the reputation of an online business more than customer dissatisfaction. No matter how good your product is, if your customer service fails, your business fails.
However, online companies don’t usually have a budget to hire an in-house client support staff. It is a complex process that includes recruiting services, onboarding and training, office rental, and equipment expenses. That’s when outsourcing can help.
According to reports, the yearly cost of hiring an in-house support agent is around $60.000. Whereas expenses of employing an outsourced support agent come out to nearly $9000 a year. That is seven times cheaper than in-house help. Thus, outsourcing makes it possible for virtually any business to afford high-quality customer support services. Why not use such an opportunity!
Not only do companies save money and time by outsourcing their customer care but also they get better service quality. Think about it. Support outsourcing companies have professional teams trained to adapt to different business climates and industries. They specialize in providing quick and superb support services through various solutions including live chats, inbound calls, telemarketing, call centers, etc.
Their services consist of:
As you can see outsourcing companies put a lot of time and effort into developing the best support service for their clients- something that businesses usually struggle to do on their own. Therefore, it is only natural that you get better customer support by outsourcing.
A lot of businesses strive to provide round-the-clock support services to their clients. But most of those companies are in a single time zone. Customer support outsourcing resolves this problem by offering a 24/7 service. With such an option your users can get answers to their inquiries at any time of day or night.
There are a couple of reasons why it helps to improve your business. First of all, it elevates your customers’ experience, which directly contributes to your business success. According to the report, 84% of companies that work towards enhancing their customer experience see a rise in their revenue.
And second, it is a great way to outperform your competitors and be on the leading edge of your industry. In short, hiring an outsourcing partner is letting a team of specialists take care of your customers’ needs and develop your business while you sleep.
Since trusting an outsourcing provider to manage your customer support saves you time and money, you get more resources for business growth. You can invest those funds in product development, business expansion, or whatever it is you weren’t able to do due to a lack of resources. Also, outsourced customer care allows your internal departments to fully concentrate on their core operations rather than responding to customer phone calls and emails.
Your outsourcing partner represents your company before your clients. They work tirelessly to help your business succeed. That process includes finding leads. Customer service is a lead-generating channel. With the right outsourcing strategy and communication approach, a support team can help your sales department increase the number of leads and develop stronger ties with clients.
Considering all advantages listed above you can conclude that saas customer support outsourcing can enhance your business processes as well as it could be an ultimate solution to some of your operational issues. When choosing to outsource over maintaining an in-house team you get a higher quality customer support service at a cheaper cost. That means satisfied customers and saving resources, which is a win-win situation.
If you’re looking for the best way to provide your clients with the support service they deserve, get in touch with us today and talk to our representative. Let our dedicated team take care of your customers while you’re taking care of your business goals!