Customer support outsourcing sounds like a practical move for business, however, before you jump to action, there are some top reasons you can consider for outsourcing customer support.
In today’s competitive business scenario, the key to business success is outstanding customer service. Besides, it improves customer satisfaction, enhances the brand’s loyalty and enhances retention. Yet it’s a costly and resource draining characteristic that many organizations struggle with when building and managing an internal customer support team.
It is here that customer support outsourcing services can help. Outsourcing customer support allows businesses to tap into professional expertise, save costs, and expand, while also letting them dedicate their focus to their core operations. Outsourcing to customer support companies means they will offer tailored solutions that means you can continue to offer high customer service while being able to keep overheads down.
If you are still confused, or even considering the same idea, here in this blog, let’s explore;
Top Reasons Why Opting to Outsource Customer Support is the Right Solution
1. Cost Savings
Outsourcing your customer support to an offshore team eliminates security; allows you to avoid the many overhead costs (salaries, office space) and technology. Outsourcing, on the other hand, means that the businesses don’t need to make an investment in building and maintaining an in-house team, as they don’t have to bear all these expenses.
For instance — what if a business did not want (or need) a full team to help its customers, and instead turned to a provider of SaaS customer support outsourcing? Rather, a high-quality customer service team doesn’t cost businesses nearly as much.
In-House vs. Outsourced Customer Support Costs:
Full-time salaries need to be paid to in-house teams, they require employee benefits and training costs.
Outsourcing customer service and support also offers flexible pricing models, pay per user or per agent, to dramatically cut costs.
Example: By not buying office space and not having to account for an internal support team, a tech startup outsourcing their technical support outsourcing needs can save thousands.
2. Access to Expertise
When businesses outsource their customer support, they get access to resources and knowledge which only specialized individuals could have plus such agents are skilled, capable of handling different customer inquiries. The customer support outsourcing companies also train their staff to best practices as they are investing big to make sure that customers are getting the top quality and consistent service.
If the complexity of the customer issue or the need for technical support requires more expertise than the fundamental capabilities of the business can afford, then businesses can leverage the expertise of outsourced customer support providers as partners.
For instance, in SaaS customer support, outsourcing firms can lean on the agents to manage the software-related issues and queries.
Example: By outsourcing customer support to a company that specializes in it, a software company can be sure that their technical failures will get replied to by those who know what they are talking about, and their troubleshooting time will become shorter.
3. Scalability and Flexibility
One of the largest benefits of outsourcing your customer support is that they are able to scale support operations based on the demand. From seasonal surges, product launches and spikes in customer queries, outsourcing is a solution that will help businesses make their support team flexible without the hassle.
Support models are customizable so that businesses of all sizes have the ability to choose the amount of support they need, whether it be full 24/7 support or a ramp up for peak seasons.
Example: During the holiday season, a retail business sees a huge increase in customer inquiries. Outsourcing customer service allows the company to ramp up the number of such agents to address the sudden mount of calls without lengthy long-term commitments or training.
4. Better Focus on other business verticals
By outsourcing customer support, businesses are able to go back to their core operations i.e. product development, sales and marketing. They are able to use resources usually budgeted for hiring, training and managing a customer support team, achieving more strategic growth and innovation.
Example: In the case of a startup with fees for the customer support outsourcing business, it can divert its inner resources to product development and marketing, with the effect of raising its important business value.
5. Improved Customer Experience
Outsourcing customer support allows the businesses to save on major costs, provide a high-quality service and increase customer satisfaction by saving more time to spend on other projects or business goals. When you opt for the best customer support outsourcing services, you know you rely on professionals who are capable of resolving your customer issues with increased efficiency and effectiveness.
But more often, outsourcing partners adopt leading edge technologies such as AI chatbots and CRM systems that make it easier for customers to interact and get the help they need faster, with personalized attention.
Example: As a global e commerce company, outsourcing customer service & support leads to improved customer satisfaction with quicker resolution of simple queries enabled using AI powered chatbots to handle simple queries right away.
6. 24/7 Availability
There is often a need for always being available to provide support to customers in today’s global marketplace, especially when these customers are from other countries. An outsourcing company provides 24/7 customer support to your customers so that they can reach you at any time according to their time zone.
24/7 outsourced customer support for e commerce and tech leads to timely assistance for customers anytime, 24×7.
Example: For example, a company selling digital products around the globe is in need of a 24/7 customer support outsourcing solution to provide customers from varied time zones with help whenever they may need it.
7. Risk Mitigation
Outsourced customer support reduces the risks of businesses complying with the security and data privacy regulations. In most cases, many customer support outsourcing companies have what it takes to protect sensitive customer data and keep abreast of the prevailing industry regulations.
In addition to that, outsourcing partners have hands-on experience in managing high risk customer service scenarios while at the same time insured that businesses are adhering in full to legal requirements.
Example: When a financial services company outsources its technical support outsourcing needs to a company, you can be assured that client data is properly protected with the latest encryption and security protocols and therefore there is little to no risk of a data breach occurring.
8. Advanced Technology and Tools!
By outsourcing customer support, businesses can obtain cutting-edge technologies and tools without having to spend a fortune upfront. Outsourcing companies use advanced CRM systems, ticketing software, and even AI to improve quality and efficiency in their customer service.
In addition, by working with the right outsourcing partner, businesses have the option of leveraging these technologies to advance the performance of their support operations without dramatically investing in internal infrastructure forces.
Example: A SaaS company outsources its support to a provider that has a state-of-the-art helpdesk platform and almost automated systems. As a result, the support process goes faster, and resolutions are faster.
Wrapping Up
Outsourcing customer support helps companies with a variety of benefits, including cost savings and access to expert expertise, as well as increased scalability and flexibility. Businesses that use the services of customer support outsourcing providers may focus on what is most important—driving growth and innovation—while still providing excellent customer service.
We at Abacus Outsourcing can manage customer support outsourcing for your business, helping you save costs, improve customer satisfaction and scale support without affecting operations. We are ready to help with 24/7 support, technical expertise, or advanced technology integration, whatever your need.
Get in touch with us today to find out how our customer support outsourcing can help lift your business and improve your customer support!
