While thinking about outsourcing customer support services, what kind of picture comes into your mind?
Whether it is a small or tremendously large office space, mouthing the same script over and over into their mics:
“Thanks for calling MNO. How may I help you?”
Maybe, you are on the right track. But, over the past decade, call center services were involved significantly.
Well these days, outsourcing customer support services is also about improving customer experience rather than just reducing the workload, minimizing the costs, and enhancing your scale faster.
Truly, deciding whether to outsource your customer support services is beneficial or not will ultimately depend on you. This is because you have to lose numerous things rather than gain if it does not work as you envisioned.
Well, in this blog we are going to state what is customer support services, why you need to outsource them, how it is essential for your business, and their advantages for growth. So, let’s come to the points directly.
Customer Support Services - Exactly, What It Is?
Customer support services refer to a range of services that you provide to aid to get the most out of your products and also help to resolve their issues. Well, numerous services are included in customer support such as answering the customers' queries, troubleshooting, providing assistance with onboarding, and also upgrading customers to a new product or service.
These services can include call centers (phone support), ticket-based helpdesks, email support, self-service knowledge bases, and more individualized customer care via platforms like Intercom, depending on the business.
Other companies interchangeably use terms like customer success or customer service, but even if some people think there are little, subtle variations between those sectors, the larger foundations should remain the same: making sure your customers get the most out of your product.
Why Do Companies Outsource Their Customer Support Services?
In this era, outsourcing customer support services to a third-party service provider are a common move. According to a survey, in United State, almost 68% of the companies whether it is small, medium, or large organizations outsource their call center services to other countries.
A company may decide to outsource its customer service due to numerous reasons. You may be a startup company with a tight budget and staff, you might want to concentrate on your company's core competencies but your current work arrangement prevents you from doing so, or you might want to help out by giving the company's image a professional makeover. Whatever the factor, outsourcing call center services may be a very flexible option that you can customize to your own support requirements and strategy.
You have the option of outsourcing all or a portion of your customer success activities, including your contact center, chat support questions, peak time support questions, technical support questions, and so forth.
How Do Customer Support Services Essential for the Growth of an Organization?
These days, to beat the competition, customer support services are essential. Well in the previous year, peoples choose which companies they do their business with, according to the price, or products or services they offer. But today, overall experience matters a lot.
“According to Research by Gartner, around 89% of the companies now expect to compete in the market on the behalf of a better customer experience.”
Additionally, great customer support services provide a better customer experience, especially when your customer care representatives move beyond reacting to the customer problems and also toward anticipating customer problems.
Support staff members may produce positive experiences that help you stand out from the competition if they are given the freedom to go above and beyond for customers or if they have access to a help desk solution that makes it simple for them to cross-sell or upsell related services.
1. Customer service can have a huge impact on your bottom line:
It is often said that keeping existing customers are cheaper in comparison to new customers. And it is also true that bad customer service can affect your business. Around 68% of the customers leave the companies just because of the bad customer experience, according to the report by the U.S. Small Business Administration.
So, don’t let it happen to you. Whereas better customer support services aid you to attract and retain your customer's loyalty. Additionally, it can have a huge impact on the bottom line of your company.
2. Customer service can make and destroy your company's reputation:
It's understandable why expectations have increased since today's social, mobile customers have become accustomed to getting what they want when they want it. In fact, a recent study found that 82% of CEOs said that three years ago, customer expectations of their companies were "somewhat" or "much" higher.
Additionally, clients of today are willing to post negative experiences online because they may instantly reach a large audience. It is more important than ever to establish what effective customer service looks like internally and externally and to serve customers across all channels from the beginning.
3. Customer support is an essential part of the product experience:
These days, the line between products and services is fuzzier than ever, and customer experience is now a crucial component of every good or service. Even small businesses are integrating products into their customer interactions, despite the impression that only big technology companies are doing so.
Some online businesses start by placing links to their support sections in the headers and footers of their websites or by adding links to relevant support articles on specific website pages. Additionally, a lot of app developers offer a way for customers to report problems with their services. The future of customer support is in-product assistance.
4. Customers are ready to pay more for a better experience:
Honestly, focusing and providing better customer service is also a smart business rather than just the latest trend. Additionally, it makes every touchpoint great, just don’t customers love you, buts it also increases your profits. According to a recent survey, 86% of the customers are ready to pay more for a better customer experience.
Therefore, you should decide to tier your customer base, when someone is ready to pay for the premium customer service including premium support, early access to features, and other benefits. Hence, a better customer experience will be beneficial for your bottom line.
What are the Key Gains of a Best Call Center Services?
Well, there are numerous critical gains of better customer support services. Some of them are the following. So, let’s have a look at them!
1. Retains your Customers:
Truly, when a customer loves the service that you provide then he will be with your brand and will never shift to the competitors. Therefore, it is a plus point for the organization that customer retention is much cheaper in comparison to customer acquisitions.
2. Will Get More References:
When you provide better customer service then your customer will talk about your brands with their family and friends. Additionally, they are willing to do more whenever they get a better experience over a period of time. Hence, more reference means more money for your business.
3. Enhances Profits:
If your service is better, and you have a good mouth of the word and good references too, you will get numerous customers that will be beneficial for your organization. Whereas a normal business faces struggles and also spends a lot on advertising, and promotions, and also walks to the customers’ doors. However, with good customer service, your current customers handle everything. Hence, you will get the best returns on your investment, this ensures incredible profitability.
4. Creates Word of Mouth:
Providing a better experience will help to create a word of mouth about your brand. Additionally, customers will talk about you with their family and friends as well. As a result, you will get good references and also a lot of customers.
5. Develops a Thorough Marketing Scenario:
The entire business transforms into a holistic marketing scenario in which everyone contributes to ultimate customer satisfaction when your workforce is engaged, you have a solid grasp of the consumer mindset and what makes the customer happy, and you have positive and satisfied consumers.
This is the best thing you can do as a business since every employee knows how important it is to keep customers happy. Undoubtedly, in such a workplace, you will succeed.
6. Competitive Advantages:
Your customer service and the number of manpower that you employ for customer service can be your competitive advantage. Additionally, when employees generate a relationship with the customers, then they will not allow any competitor to enter in between. Hence, your business will become sustainable, competitive, and also difficult to beat.
As you can see, every business that starts offering top-notch customer service stands to gain tremendous benefits. Customer retention and competitive advantage are two features that stand out in all of the above-mentioned advantages.
Due to the abundance of brands on the market and the fiercer competition that is hurting many businesses, these two factors are crucial. Thus, as soon as possible you create competitive advantages then it will be beneficial for you as well as your business.
In this era, customer support services are a necessary factor for all organizations. This is because customer expectations and behavior are changing daily these days. Additionally, they expect a better experience before and after purchasing a product or service and also expect an instant response to their queries.
Therefore, providing a better customer experience will be beneficial for you and your organization as well. Additionally, it offers tremendous benefits that take the business toward growth and also provides numerous benefits.