How to Outsource Customer Support: A Definitive Overview
Customers act as your business’ lifeline in terms of ensuring long term stability and eventual success. And in order to make this happen, your business should always be consistent in providing products and services in the highest quality possible. In this cutthroat landscape, winning your prospects’ trust can be very challenging. If you happen to do so, it does not stop there. Retaining them is even harder. Customers’ preferences differ from one another. They might enjoy your brand at first then hate it in the next.
That is why encouraging after-sales practices is a must in order to strengthen your customers’ loyalty to your brand in the long run. The best way to get started is by developing strong rapport with end-users through dependable assistance.
What is Customer Support?
By definition, it is a component in businesses specializing in providing immediate assistance whenever their clients encounter issues regarding their products and services. Customer support encompasses a broad array of assistive services that play a crucial role in amplifying end-user retention. This includes answering customer queries, troubleshooting, service employment processes, and even providing product knowledge whenever there are updates and new offers in the business’ products or services.
Also, businesses can choose which approach to use when providing customer support. It can be a multichannel approach, an omnichannel approach, or both. Multichannel approach refers to the use of various channels that range from live chat, phone support, to ticket-based hotlines and even self-service features (an emerging trend today). Omnichannel, on the other hand, refers to the interplay between brands or business and their clients (both existing and prospects) over various channels using individual touchpoints, enabling them to seamlessly switch from one channel to another without losing their connection with the business help desk.
Why Outsource Customer Support?
The demand for employing offshore help for customer support services has significantly increased in the past months ever since companies have shifted their operations to a work-from-home setup. Some entrepreneurs and companies especially those who are new to the industry think that outsourcing is a risky decision and may cause some major issues in terms of efficiency and budget. That is why some business owners are left scratching their heads and falling into the burning question: “Should I outsource customer service?”. Little do they know, outsourcing can do wonders for their business as a whole.
Today, the online industry is loaded with more varied BPO solution providers where you can outsource customer support services. New Media Services is a viable candidate.
Like most BPO companies, they see to it that you get the most out of your outsourcing fund by providing the best tailor-built business solutions that guarantee favorable outcomes consistently.
Here are some noteworthy reasons why you should outsource your client help desk to help you visualize the benefits of redistributing your support operations more clearly:
1. Outsourcing Saves Time and Money
Customer service outsourcing companies ensure that their clients get efficient outsourced manpower upon employment without requiring them to spend too much on their end. But keep in mind, and don’t expect that when they say outsourcing helps save money means outsourcing is inexpensive. On the brighter side, several BPO companies ensure that their clients are able to avail their services at a very reasonable price. The essence of this context is to show that outsourcing your customer support significantly diminishes the need for additional manpower, training sessions, resources, and other factors required to build an in-house customer support team. It helps you save a significant amount of time and money more than you normally would.
2. Outsourcing Helps Maintain Your Competitive Momentum
As your business grows fast, the more clients you have to handle. The first thing that you will think about to keep up with this surge of end-users is to hire additional manpower to maintain your operational momentum.
Indeed, this move is on the safe side. But if you want to have a team of experienced individuals right away without compromising a significant amount of time that is originally intended for company growth, outsourcing is the answer. Your outsourcing partner sees to it that their services can be employed as quickly as possible to help you stay ahead of your growing community of followers.
3. Gain Access to the Right Expertise
Your outsourcing partner enables you to gain full access to a broader talent pool and the most up-to-date technologies. One notable advantage of hiring a customer support outsourcing company is that most of these companies operate in countries outside the United States where the cost of living is way cheaper, meaning salaries are relatively lower. In other words, you are able to possess a team of customer service personnel with excellent command over the English language for a lesser cost.
How to Outsource Customer Support the Right Way?
Now that you’re acquainted with the what and why of outsourcing customer support, it’s time to know how to apply it. Here are five smart ways that you should consider when outsourcing.
1. Establish a Road Map
If you are planning to outsource your end-user help desk, there is a need to establish your goals clearly. Before delving deeper into outsourcing, you should also have the answer to the question: Why am I outsourcing in the first place?
This question will veer you towards your goals as this will help you determine your specific business pain points, specifically those involving capacity, costs, manpower, and/or quality assurance to ensure that you can provide the highest quality client assistance possible.
2. Know Your Customers’ Needs
When dealing with customers, it is important to remember that they are impatient. They want immediate assistance to help them solve problems they encounter. As such, it is important to know how to reach out to your end-users. What type of communication channels do they prefer? What are the communication channels available in their places? These channels typically include social media, IM apps, phone, and live chat.
Moreover, get yourself familiarized with how frequently they seek assistance, their patience threshold on waiting time, and even the type of support they need. Is it for troubleshooting? Do they have additional queries with onboarding? Do they mostly present technical concerns or is your client base prone to raising complaints?
3. Select the Right Outsourcing Partner
There may be tons of outsourcing companies with different offers and features that you can choose from. But choosing the perfect candidate is no walk in the park. Consider consulting these quick steps to help you with your decision-making:
- Check if the outsourcing company supports multilingual customer service.
- Check if the outsourcing company has a service provider that supports omnichannel and multichannel approach.
- See if their current package rates are cost-efficient for your requirements.
- Visit their official websites to know what else they have at their disposal.
- If possible, you can ask their previous clients about their overall performance.
If you are already working with the company, carefully determine how well they handle varying customer concerns. Were they able to seamlessly interact with customers even during peak hours? Were they able to shift from one query to another even during call or chat volume spikes?
4. Conduct Regular Training Sessions
It can’t be stressed enough, but outsourcing your customer support area guarantees a team of experienced personnel to handle all your customer service-related concerns.
But it is also important to nurture your outsourced team by conducting regular sessions focused on reviewing and discussing their work performance as well as certain issues they may be encountering that affects their job. Doing so helps your outsourcing partner get familiarized with the updates of demands in the market, thus, improving your overall efficacy in the long run.
5. Foster an Open Communication
Communication is key in order to maximize your outsourcing partner’s potential. Establishing an avenue of open communication between you and your partner is an ideal way in order to know if there are lapses in the operations or to know which area requires improvements and reassessments. Also, it allows you to review responses from your followers, buyers or clients, and ultimately, helps build a lasting rapport with your outsourcing partner.
Amplify Your Business Reach
Though some entrepreneurs and businesses perceive outsourcing as a new and risky frontier, the wonders it can do to your business are almost limitless. In order to keep your name in the game, you should always be ready to embrace innovation. Building and working with your own in-house customer service dream team is great, but outsourcing your help desk operations offers twice the efficiency especially in the areas of conserving time and resources and your business efficacy as a whole. Always remember that collaborating with an outsourcing company requires a clear road map for you to know your next strategic move. You need to be stringent in selecting the right company and implement timely training sessions to continue developing your office-based team and outsourced manpower. To get the most out of your outsourcing team, creating an avenue for open communication not only to your outsourced team but also to your customers is key to build a lasting brand impression and stronger connections.
It’s not too late to outsource. Amplify your business reach, drive more sales, and gain more loyal clients with an experienced client assistance team.