Technical Support
Outsourcing

What is Technical Support Outsourcing?

Technical support outsourcing, or IT service outsourcing, is an act of hiring an external company or a third-party service provider to handle technical support functions on behalf of another company. This may include customer service for resolving technical issues, troubleshooting, software maintenance, and other related services. Companies often outsource technical support if they need specialized expertise or want to reduce operational costs and improve service availability. Providing in-house 24/7 support for your customers can be challenging and pretty expensive. That’s where help desk outsourcing solution becomes helpful. Technical Support is typically divided into Level 0 Support, Level 1 Support, Level 2 Support, and Level 3 Support. The higher the level, the higher the requirements for the expertise of the tech support agent. The lower level resolves the inquiry, the cheaper it is for the company to provide support typically.

Benefits of Outsourcing Technical Support

Do you know that in 72% of cases, when talking to tech support agents, the person helping to resolve customers' queries might not even work for the company that made the product? That’s because many companies outsource their technical support. They hire a technical support BPO partner to handle all the tech help questions. There are some excellent reasons for this.

It’s usually cheaper. Instead of paying full-time salaries and benefits for a big team of support staff, they can just pay another company to do it. An outsourced company typically has a big talent pool with a ton of expertise, top-notch hiring & training processes, because tech support is all it does. Meanwhile, your customers will get expert customer care 24 hours a day, increasing CSAT and NPS. They don´t even notice that it´s an outsourced customer service and not your in-house team.

Apart from being cost-effective, another significant benefit is availability. If a company tried to handle all its support, it might be tough to have people available 24/7. However, these outsourcing companies often have teams in different time zones, so someone can always be there to help, no matter when you call.

Also, outsourcing provides the companies with the ability to focus on their key business goals. They can do what they’re good at — like making excellent products — while the human agents take care of the customer service, solving technical issues or dealing with refunds or returns. It’s like getting the best of both worlds: great products and support adjustable to your business needs but with regard to your customer needs.

An expert tech support BPO like WOW24-7 is a knowledge goldmine due it's feedback collection expertise.

Services Provided by WOW24-7

We provide outsourced technical support for businesses of all sizes, taking away all the problems associated with problem-solving, knowledge base updating and automation. We implement industry-leading best practices and benchmarks and help our customers feel valued. With extensive quantitative and qualitative data gathered from working with over 100 clients in more than 20 countries, we have experience across every major retail and e-commerce segment.

We also take charge of agents' recruiting and training so that you don't need to feel nervous. 

Our agents deal with your technical support requests, solve them and escalate tickets to level 3 while you focus on more strategic tasks.

Our expert outsourced agents operate within the time zone of your customers. That means, we are accessible anytime your customers deal with any kind of software issues.

Why Outsourcing Technical Support to WOW24-7

• We are pros at technical servicing, handling tech issues quickly and efficiently. With over 10 years of experience, we understand what customers want. Using data and industry benchmarks, we can suggest improvements and help you optimize your processes based on our expertise.
• We cover all tech support levels up to the most technologically demanding, and we take data security seriously (multiple certifications available)
• Plus, we offer 24 7 IT support, so your customers can always get assistance. If you agent cannot work at night or during holidays, our team is at your client's disposal 24/7.
• Despite being offshoring, we are your team's perfect extension. Your customers won't even notice the fact that we are a center outsourcing solutions. Each customer's happiness matters.
• Our tech customer service saves money because you don’t have to build and maintain your team. And as your business grows, they can handle more requests without hassle. You may count on up to 60% savings. Plus you save on hiring and onboarding. We do not charge for attrition training, and our technical support agents attrition is extremely low compared to the average industry numbers.
• Our technical support staff is always available and accessible, and you will have several direct points of contact: a Team Lead or an Account Manager, a Customer Success Manager, and a Quality Assurance Manager. By cooperating with them, we help you gain a competitive advantage. Having worked with clients in more than 20 countries, we know the best practices in every major tech stack segment. We can help you, improve your processes, and teach you what works best.
• Best of all, you can focus on running your business while we take care of your CSAT and NPS score, keeping your customers happy.

So, outsourcing to WOW24-7 means expert help, cost savings, and peace of mind.