Often, most businesses and entrepreneurs misconceive that investing in customer service is something reserved for prominent companies. Little do they know that the same holds true for SMEs. Customer service plays a crucial role in thrusting any business to success. But as we transition into a more digitized landscape, the harder it becomes to handle the growing number of relentless clients who seek professional assistance regarding a particular product or service.
Of course, it is important to invest in all the areas of your business, especially the core factors that define it; but, balancing your focus on each is definitely not an easy feat especially when your business is operating with limited expertise and resources.
Assuming you have the knowledge and capability to provide the best assistance, it might still leave you scratching your head thinking of effective ways on how to provide efficient customer support while maintaining productivity for your business growth. As the inevitable comes, and your business becomes outnumbered by your clients, outsourcing multi-language customer support should be perceived as a viable option.
Outsourcing is usually perceived by some companies as an up-and-coming and risky frontier. But they are entirely unaware that outsourced customer support services reap tons of advantages for their long-term success.
Are you a skeptic about outsourcing your customer support? Take a look at these amazing benefits of outsourcing customer service.
1. Reduced Overwhelmed Manpower
One of the most common mistakes that business owners commit is practicing the so-called “jack-of-all-trades habit”. They tend to bury their staff in piles of tasks, including customer service. As a result, the efficiency of their manpower, as well as the quality of service gets compromised. Also, it detracts the business operations from its core goal: to drive sales.
Outsourcing your customer service, however, helps to free up a significant amount of time which allows you to focus on more critical areas and therefore generate more sales to your business.
2. Flexible Coverage
As a service provider, delivering 24/7 assistance allows you to acquire more loyal clients. However, operating solely with in-house agents gives you a slim chance of providing round-the-clock availability.
Outsourcing provides flexible coverage where you can employ efficient remote agents depending on your business needs; thus, enabling you to operate continuously even during after-hours or on the weekends. Moreover, your outsourcing partner ensures that you get the most out of your investments by deploying seasonal remote manpower during holidays and peak seasons. There’s no need to worry about missing tons of opportunities.
3. Multilingual Customer Service
If you are having a tough time responding to non-English speaking clients, then outsourcing is the best solution. Outsourcing allows you to gain full command over a pool of talented team of support representatives who are well-versed in speaking different languages besides English.
Possessing the capacity to respond to non-English clients enables you to increase sales as your support representatives can seamlessly upsell or cross-sell your products and services. Also, providing a multilingual approach to your clients helps you to gain a broader user-base as their international background helps breach any existence of language barriers.
4. Reduced Cost
Most outsourcing companies are operating outside the United States, where the cost of living is cheaper. Outsourcing allows you to provide high-quality customer service remotely at a very low hourly rate. Outsourcing your customer services helps you to save a significant amount of money as it does not require you to invest in additional facilities. Rates are also easier to negotiate. Furthermore the internet has made knowing how to outsource customer service the right way easier. You don’t have to pay anything to search for the best outsourcing partner. They’re all out there!
5. Gain Access to Up-to-Date Technology
Your outsourcing partner sees to it that you can provide the best customer experience using the latest and top-of-the-line voice-powered technologies without any additional costs. Also, some established outsourcing companies are invested in more advanced resources such as AI-powered customer services and live chat add-ons that will prove useful in amplifying your customer care features.
6. Quicker Response Time
Since you are working with an outsourced customer service powered by both human and artificial intelligence operators, you get to reduce your calls queuing time. Your support representatives are well-positioned to take on surges of incoming calls and switch from one channel to another. This has been proven to be effective in taking customer satisfaction to the next level.
7. Enhanced Overall Productivity
Answering calls may sound like a piece of cake but in reality, it requires a significant amount of time and commitment. Call support is similar to your business’ lifeline. Assigning this crucial task to a complete stranger may sound impractical, but it is likewise not ideal to overload your in-house staff with tasks that are sometimes not even included in their job descriptions. Not having smart delegation disrupts your in-house workflow which then affects your productivity.
One of the best advantages of outsourcing customer service is it allows you to hone your competitive edge and consistently nurture your in-house manpower while your outsourcing partner works in the background. It enables you to delegate critical tasks to the appropriate office staff who possess the necessary expertise for the task. You immensely improve your overall productivity, and that is vital for your business growth.
Ready to Upgrade Your Customer Service?
Although perceived as a risky undertaking, outsourcing your customer service entails raving advantages that can help you provide the best customer experience and eventually propel your business to sky-high.
From reducing workloads to expanding client reach, to enhancing productivity, outsourcing proves instrumental in establishing your business in this enormous space of diverse competitors. The aforementioned benefits of outsourcing customer service will help you take and complete the first key steps should you choose to move forward with outsourcing.
Don’t worry, the advantages of outsourcing do not stop here. As your business pushes forward, you will unlock opportunities to learn that outsourcing still has its advantages that remain untapped and waiting for you to unravel.
Have you tried outsourcing your customer service? Share your experience in the comments section below!