Business executives today frequently have to make tough judgments when it comes to customer support strategy in a rapidly evolving market. One of the most crucial decisions they may have to make is whether or not to outsource customer support.
There are, of course, benefits to both choices. For example, an in-house solution allows for closer management of day-to-day support operations, and some small businesses don’t require an expanded staff to deal with client issues.
However, there are several compelling arguments in favor of utilizing outsourced customer service.
Why Is Customer Support Important?
Customer support is crucial to your company’s success since it keeps customers and gets more out of them. Businesses that provide outstanding customer service recoup client acquisition costs and develop a loyal following that recommends, testifies and provides testimonials and reviews.
Customer support initiatives help to put your flywheel in motion since pleased consumers will help you develop new customers for free by convincing prospects to interact with your firm. The difference is that, unlike your current marketing initiatives, their good comments will be more powerful and cost-effective.
Aside from that, let’s take a look at some data-backed reasons why you should invest in your customer service staff.
Why You Should Care About Your Businesses Customer Support
- Customer retention is more cost-effective than customer acquisition.
Customer retention rates must be seen in the context of commercial revenue. A 5% increase in customer retention could result in a profit boost of 25%. Because repeat customers are more likely to spend more with your company — 300% more, to be precise — it means your firm will have to spend less on operating expenses.
- Customer service is an important part of your brand’s reputation, mission, and principles.
You may have a sense of what your brand stands for. However, your consumers will not be able to enter your head and will make judgments based on your social media presence, advertising, content, and other external marketing.
You do, however, have more influence over how your consumers perceive you through your customer service staff. Customer care representatives are the faces of your brand and interact directly with clients. In fact, 96% of customers consider customer service to be essential in determining their brand loyalty.
Without a customer service team, you have no way to talk directly with your customers. Because of this, your customer support staff is essential in communicating to clients what you want your brand image to be. They can assist persuade consumers and get them on board with your advantages over rivals.
- Customers will be delighted if the people who serve them are pleasant.
If your employees feel under-rewarded or compared to other workers on their team, they won’t be enthusiastic about going to work. Customer service staff are no exception. After all, 69% of workers claim that they work harder when they’re valued.
It’s critical to note that even though 56% of those who strongly disagree with their job are unlikely to work even harder for clients, 55% will still do so.
Customers, on the other hand, appreciate it when businesses devote more time and energy to them. Rather than wanting to provide high-quality service, they are looking for a company that can be there when they need help most. It’s about preserving their professionalism and integrity, not wanting to get fired before quitting, being sympathetic to consumers but receiving a sincere “thank you” in the end.
Customers should feel respected and appreciated if you want them to give their best effort. Then they will have a sense of intrinsic motivation to do an excellent job and treat their consumers with respect and care, which may lead to your clients feeling more valued and respected.
- Happy customers will refer others.
Customers who are delighted will tell others about their good experience, which is known as word-of-mouth marketing. Customers are more likely to share a fantastic experience with six or more individuals than just one. Consider this: if you have wonderful expertise with a company, you’ll probably tell your pals about it over dinner later that night. It’s normal; you want your closest people to identify with a company that you believe in.
- Good customer service encourages customers to remain loyal.
It’s far more cost-effective to keep an old customer than to acquire a new one, as we’ve already said. In this light, the greater a client’s lifetime value — the total revenue that a business may anticipate from a single client over the course of their relationship with that firm – the better for your company.
Advantages of Outsourcing Customer Support
Let’s take a look at how a BPO might assist you now that we understand the significance of having a wonderful customer support team.
- You Save Money and Resources
This is the most obvious reason to outsource, but it’s worth noting again. Business owners may not have the funds to pay more client service staff, but their workers need to concentrate on day-to-day operations rather than taking calls. Outsourcing customer support is the best option since it reduces overheads while allowing your employees to focus on their own responsibilities.
- They Handle More Than Just Telephone Calls
Customer service in today’s market is all about getting your client on equal ground. Having a good phone service means nothing if people contact you through email or on social media. A specialized consumer engagement firm may assess the methods by which customers reach out to you and adapt your call center technology to match those platforms.
- You Don’t Have to Train Your Employees
It’s easy to use a phone, but making a call personable and pleasant is considerably more difficult. You are in charge of how your staff communicates with your audience, so you have to educate them better if they offend people. Outsourcing customer support lets you hire people with these abilities without having to go through the trouble of teaching them.
- You’ll Take Pressure Off Your Administrative Staff
Owners are frequently concerned about losing the personalized touch that is associated with in-house customer service personnel when they consider outsourcing customer support. But when a busy administrator must handle 50 other activities, how personal can this service be? After all, these calls are frequently assigned to them, adding to their pressure and preventing them from performing their main responsibilities.
The notion that outsourcing does not represent a firm’s culture or pleasant attitude is exaggerated. The proper agency will be able to capture your company’s vibe while relieving your administrative staff of customer service responsibilities.
- You Gain Greater Control over Calls
Telephones are expensive, but they enable you to serve your consumers more effectively. Because external agencies already have this infrastructure in place, you won’t have to spend extra money on these premium services. You’ll get 24/7 support as well as queueing or rerouting tools that will route calls to the most appropriate person every time.
- It Offers More Control than Insourcing
In recent years, larger businesses have turned to insourcing as a method to decrease customer service expenditures. This technique uses customers’ prior knowledge to troubleshoot issues for inexperienced users, but it may also have negative consequences. It won’t help with any issues that include a customer’s personal information, and if data is incorrect, users will flood you with phone calls and social media posts.
- You Won’t Suffer from Poor Customer Service as Your Company Scales Up
If your company experiences a burst of success, you’ll need front-line staff to meet the demands of your new consumers. Although in-house customer service departments are challenging to scale, this isn’t an issue when you outsource. Client care firms frequently have more employees, so you may benefit from their resources to keep going strong.
GlobalityNet and Outsourcing Customer Support
Now you know some of the benefits of outsourcing customer service. However, you may not know who can help you get started.
That’s where we come in. At GlobalityNet, we promise you that we will:
- Enhance your Customer’s experience each time they reach out to your company
We have a highly experienced team who can elevate your customer service game to the next level, at significantly reduced costs.
- Delight your customers every time they reach out to your company
GlobalityNet can help your clientele at every step of the buyer journey, from Awareness to Purchase, even Returns. Contact us today in order to get started!