You started a new business founded on great ideas, and it caught on! You’re thrilled with your ever-growing customer-base, but you’re devoting a lot of resources to providing customer service and support. Meanwhile, you also have a business to run, and you’d like to expend more of your focus and a greater part of your resources on developing your business. Should you outsource customer service and support? Here are 5 reasons why you should seriously consider it!
A good customer service company will put you in the drivers’ seat. You are still in control to manage customer communications, and they should have software that allows you to monitor the situation. Ask them about their onboarding process to ensure that they’ll do their best to understand your business, your goals, and the kind of messages you want them to convey to your clients.
Most customer enquiries and requests for support are fairly routine and predictable. Self-service options like chatbots cover a lot of them, and when they don’t, a well-informed third-party company can handle them as if they were your own, in-house agents. When they don’t know how to react in a given situation, they will escalate the query to the relevant technical staff at your business, and all you have to do is deal with non-routine customer needs.
These days, customer service and support is a 24/7 task. On your end of the line, volumes are variable. At times, there may be few calls for assistance, at others, your helpdesk may be overwhelmed. Employ enough staff to cover peak demand, and you end up looking for ways to keep all these people busy during off-peak times. Cut your staffing too close to the bone, and your customers get angry because they aren’t getting instant service. Partnering with a customer communications agency eliminates both potential problems at a stroke and is likely to cost you less than running an in-house department.
The more departments you have to run, and the more staff you have, the more you have to manage. Avoid getting tied up in the day-to-day management of customer service and support and concentrate on the strengths that made your business so successful to begin with. Remain ahead of the curve in your core business or run the risk of your competitors outstripping you. Outsource time-consuming support functions that could be holding you back.
Although you have plenty of good reasons to consider outsourcing customer care, do be sure that you choose the right partners. Ask them about their methods, how they choose their agents, how they record interactions, and what they report to you. After all, you still need to know what your customers are saying about your business! Customer care really is important to you, so when outsourcing it, be sure you’re choosing wisely.