Outsourcing customer support can help businesses improve customer service and free up internal resources.
Doing so can be a valuable tool when upscaling your business. However, it is essential to approach this project with proper care to ensure success.
This article compiled the top tips from the award-winning team at supportyourapp.com. If you follow these best practices, you can transition to outsourcing and make upscaling effortless.
Identify Your Needs
What level and type of customer support do you require? First, consider the platforms your clients will use to reach out to you and how rapidly they need a response. According to Hubspot, 90% of clients expect an immediate answer, and 60% require a response in less than 10 minutes.
Not responding to a client’s service request timeously could mean losing a sale, so it’s vital to deal with client requests quickly. Automated responders can be helpful, but 24/7 human consultants are preferable.
It’s also wise to consider whether you need help with emails, phone calls, social media monitoring, and instant chat. You should also consider if you need support in several languages.
Find a Reputable Provider
Partnering with the right firm is the key to making this process successful. Check the company’s track history, research their reviews on third-party websites, and ask for references. Look for a provider with experience in your industry and a track record of delivering high-quality customer support.
Set Clear Expectations
Communicate your expectations and the level of service you expect from the outsourcing provider. This will help ensure that your customers receive the support they need. Also, discuss service level agreements and get these in writing.
Make it clear if you wish to have a dedicated team and how long it should take to answer client queries. Set up regular reports and an agreement whereby you can listen in on calls randomly to ensure that your clients receive the proper level of attention.
Consider the Costs
It’s essential to get an accurate picture of what you are paying for and how much support you buy. Some companies save money by opting for shared support. It’s a valid alternative that can work well if you deal with a specialist provider.
For example, a company specializing in IT support could be a good match for a SAAS provider or phone manufacturer.
Monitor Performance
Regularly monitor the performance of your outsourcing provider to ensure they are meeting your expectations. This will allow you to make any necessary adjustments to improve the quality of service.
A reputable provider will use a CRM system that allows you to access a wide range of reports. For example, to assess service quality, you can look at statistics like average call duration, dropped calls, answer times, and more.
Training
Be wary of providers who can handle all your needs without learning much about your business. The negotiation process is delicate initially, as you are essentially partnering with another company.
Find out what training the company undertakes with its consultants and how they will ensure that their consultants learn more about your products and policies. At this stage, reviewing your client knowledge base may also be helpful so that the outsourcing provider has a solid resource from which to draw.
Conclusion
You can free up internal resources and focus on other business areas by outsourcing customer support. First, however, it’s essential to do your due diligence and choose a reputable provider to ensure that your customers receive the high-quality support they deserve.
