Immediate questions companies face when considering outsourcing their customer support is ‘how will outsourcing affect the way I run my business?’ and ‘how can I trust an external team to accurately represent my brand?’
All businesses have their own processes and systems that they have perfected over time, moving to an outsourcer doesn’t mean these have to be lost - in fact, the outsourcer should work with these systems to ensure minimal disruption and maximum efficiency.
When your business is experiencing rapid growth your customer service can be easily, yet unintentionally, left behind. A flexible outsourced service is there to build the team you need quickly and efficiently whilst maintaining the service quality you demand.
Outsourcing customer support can save you money, resources and a lot of stress. Not only that, but outsourcing customer support can have a hugely positive effect on your overall customer satisfaction.
Here are the most important factors when considering outsourcing your support.
When outsourcing it is important to use a business with experience in working with customers within your industry - this makes the onboarding phase much quicker and easier.
Fully trained, highly experienced and efficient customer service representatives enhance the experience for your customers.
The knowledge that the team you are outsourcing already have an in-depth understanding of your industry provides you with the reassurance that your brand is being presented expertly.
Specialised customer support teams are the way forward!
A hugely important part of successfully outsourced customer support is ensuring the outsourcing partner fully understands your product and your customers.
Setting a clear set of brand guidelines, tone of voice, and sharing knowledge will help to achieve a seamless union between your business and your outsourced support partner.
Having clear documentation that is accessible and informative will ensure your outsourced support can provide a high-quality support experience for your customers.
Also, allowing your outsourced team to easily communicate with you and your internal teams helps them understand your product/service better, and ultimately answer your customer's questions more effectively.
When agreeing to a contract with an outsourced customer support company it is important to agree on some key metrics.
These are the agreed targets that you will be measuring their performance with and therefore allow you to constantly assess the level of service they are providing to you and your customers.
This can be reviewed and reworked to ensure that the team is always working to the best of their ability to satisfy your customer's needs.
Outsourcing customer support can be hugely beneficial to a business if it is done correctly.
Working with a specialised team to enhance your service will give you the time to focus on your business strategy and making your business the best it can be.
Customer service is an essential part of running a successful business.
Get it right, and you’ll enjoy sky-high retention rates and a long-lasting competitive advantage. Get it wrong, though, and you’ll quickly be overtaken.
But help is at hand. At The SaaSy People, we’re experts in customer service — and we’re ready to take the weight off your shoulders. Our team of experienced, outsourced agents can provide both technical support and day-to-day help for each and every one of your customers, so you don’t have to.
Get in touch with The SaaSy People today, and start exploring a more efficient way of delivering an unbeatable customer experience.