Did you know that customer support plays a major role in the success of startups?
That is because customer support focuses on keeping customers happy, satisfied, engaged and loyal. And if customers are happy they will keep coming back to using your products or services. They are also the best marketing tool as they can rave about your company to other people. That is why if you are a startup, it is critical to include in your business plan a customer service team that will focus solely on building your customer base.
But creating a customer support team for a startup can be quite challenging. It requires money, resources and time, which a lot of startups don’t have.
That is why, one of the best business moves that you can do to make sure that you have a great customer service team in your company is to outsource.
Major Benefits of Outsourcing Customer Support for Startup Companies
Outsourcing provides a lot of opportunities and business advantages to any type of business, big or small. But it is a great investment, especially for startups who need to maximise their limited resources.
Hiring an in-house customer support specialist means spending on recruitment, training, salary, bonuses, commissions, and so on. You also need to invest in tools, technology and infrastructure. This can be too expensive for starting companies and businesses.
But if you outsource your customer support service team, you only need to pay a fraction. You don’t need to worry about salaries, office spaces, training, or even the tools and technology that they will use. Your outsourcing partner can take care of everything.
It is a big saving for starting companies who want to onboard people but have a limited budget to do so.
More time in managing the business
Startup companies have a lot on their plate. First-time business owners need to do everything from scratch. They are busy with product development, business processes, management, marketing, and sales, among others. There are alot of things going on and there are a lot of things that need to be accomplished in a limited time. Thus, they don’t have time to recruit and train people.
That is why outsourcing your customer support can give you more time to focus on more important things to help your business grow.
Your outsourcing partner will take care of looking for the right people, train your team and even onboard them to your company.
More flexibility and scalability
Depending on the seasons, high volume of customers come and go. During peak seasons, you may need more people on your customer support service team to manage the demand.
With outsourcing, no need to stress about hiring extra people and keeping them in your team. Your outsourcing provider can help you find additional people to help you during busy seasons. On the other hand, you can also downscale your team if you need to cut costs without having the pressure to fire or let go of people. All of these can be taken care of by your outsourcing provider.
This flexibility and scalability are really a big advantage, especially for starting companies.
Startup companies need to decide a lot of things – from operations, management, product development, etc. There are just so many things to think about and decide on.
But if you outsource, you will have everything that you need. You don’t have to waste time deciding what to do. Outsourcing companies have the people, tools, technology and expertise that you need to make your operations more efficient and productive.
How to Find the Right Outsourcing Company for Startup
With the competitiveness of outsourcing services, there are a lot of companies and providers out there. And it could be hard to find the right one that fits your needs and requirements.
With this, here are the things you need to consider when looking for an outsourcing provider for your startup company.
There are a lot of outsourcing providers who focuses on specific niche and industries. There are those who offer services for medical fields, accounting and financial services, engineering and construction, sales and marketing, and customer support, among others.
Expertise is one of the things that you need to consider when looking for an outsourcing provider. If you hire an outsourcing company that is an expert in a specific field you can expect a great deal of skill and experience from them. This is because they are focused on that field that they know the ins and outs of the industry.
You can check the company’s expertise and credibility by checking on their past projects, clients, testimonials, and accomplishments, among others. This information can give you an idea of how they work as well as their position in the market.
In order to win clients, most outsourcing companies offer the lowest prices for their services. This can mean a good thing for startup companies that are working on a limited budget. But pricing should not be the only factor that you need to consider when getting an outsourcing company. A lower price can lure you but it can end up in not-so-good service.
Thus, don’t just look at the packages, also take into consideration the quality of their service and unique offering. Take time to assess and analyse, as onboarding an outsourcing company can make or break your business.
An ideal outsourcing provider has enough pool of talent to meet and solve any business challenges. If you are looking for customer support specialists, you should go for a provider that has professionals who are ready to work, not a company that will still look and hire which can take a lot of time.
Moreover, their talents should meet your business requirements right away so you don’t have to spend time in interviewing several people for the job.
Outsourcing is not just finding the people for your team. Outsourcing companies should also provide after sales support such as recruitment and HR. Thus, when looking for a provider, make sure they have great HR support that would train and retain employees to your team. Also, check with their IT team so there is someone looking after tools and technology.
5. Risk Management
When partnering with an outsourcing company, you need to anticipate things such as data privacy and security, inefficient team members, and mismanagement, among others.
With this, partner with a company that offers contract compliance reviews as well as regular performance assessments.
6. Service agreement/service contract
Before signing, take time to analyse and assess the service agreement or contract of the outsourcing company. Knowing what you are signing for will help you lessen any problems in the future.
Outsource Your Customer Support Services to Grow Your Business
As a starting company, there are a lot of things that you need to do and accomplish in a limited time and budget. That is why outsourcing your most important department – customer service, can be a great help in speeding up everything. With a team that is focused on your customers, you will have a solid customer base that can help your business grow and expand.
Want to know more about your outsourcing options? Contact us today for our special offer and packages.