Are you a startup trying to stabilise and grow your business? Or a business looking for new ways to scale and expand in today’s fast-paced market?
If your answer is yes, then you need exceptional customer support service to keep you moving forward.
Why is customer support important?
Also known as customer service, customer support is very important for every business as it takes care of one of the most critical things in a business – customers/clients. Customer support aims to provide assistance and resolution to every client’s or customer’s inquiries or issues related to products and services.
1. Customer Satisfaction
Your customer always needs help and assistance when getting or using your product, and your customer support provides timely communication to their needs. And when someone is taking good care of your customer, they will keep buying and using your product or services, recommend you to others, and become loyal to your business.
2. Brand Reputation
Having customer support also keeps your brand reputation. When your customers are well taken care of, they leave positive reviews and feedback as well as recommendations. And all these things enhance your brand image. Furthermore, if you have a great customer support team in place it can easily prevent any negative publicity that may arise.
3. Customer Loyalty
When customers receive exceptional service, they are likely to support your business all throughout. They become loyal customers by repeatedly purchasing your product. They also become great promoters for your company as they recommend you to other people.
4. Reduced Churn
Churn is the rate at which customers stop using your products and services. With great customer support service, customer issues and concerns are being attended to which helps in reducing your churn rate.
5. Competitive Advantage
Great customer service is a differentiator in today’s competitive market. Customers are more likely to favour brands that make them feel special. That is why having exceptional customer support can make your business stand out.
6. Upselling and cross-selling
Exceptional customer service can bring upselling and cross-selling opportunities. When customers are satisfied with your business they won’t hesitate to try more of your products or services.
Prioritising your customer support service is great for your business. But managing your own customer support team can be a bit of a challenge. In-house customer service means managing a whole team as well as additional expenses for salary and infrastructure. This can be a big challenge for a startup or growing company.
That is why outsourcing your customer service with a reliable and trusted outsourcing provider is the key. With a great outsourcing partner, your business can save a lot of time and money whilst getting top-notch services.
Outsourcing provides more time for your business
1. Hiring talents easier and faster
Recruiting a team for your customer service can take a lot of your time. You need to post job ads, as well as screen and interview applicants. This whole process can be time-consuming. You’ll be spending time filtering out applicants every now and then. And whilst you are busy trying to find the right team, you are losing valuable time for your business.
But with outsourcing, you don’t need to worry about hiring and training. Your outsourcing provider can do everything for a fraction of the cost. They also have a pool of top-notch talents which makes hiring and onboarding teams a lot easier and a lot faster.
2. Training, onboarding, and management
Training and onboarding your team can take a lot of your time that you could be using to grow your business. But with outsourcing, you can leave everything to them. Moreover, outsourcing companies also offer management services so you don’t have to monitor everything. They can take care of their attendance, leaves, salary, and benefits, among others.
You can’t expect an employee to stay for good in the company. Employees come and go, and when they do, it affects your business processes. But when you outsource your team, you don’t have to worry about employees leaving. The outsourcing company will take care of it and they will give you a replacement right away.
Another great thing about outsourcing is that you can hire more or downsize depending on the need of your business. For example, during busy seasons, you can hire more people to accommodate your growing demands. On the other hand, when you need to cut costs or when the demand is low you can simply downsize your team. And your outsourcing company can easily do that for you.
Outsourcing provides more money for your business
1. More savings on recruitment
Aside from saving a lot of time in recruitment, you will also save tons when you outsource your customer service. Your outsourcing partner will take care of every cost associated with getting your team.
2. Maximised compensation cost
Salary can be a great challenge when building your outsourcing team. You need to look after their monthly salary, bonuses, benefits, and leaves, among others. But with outsourcing, you only need to pay a fixed amount and the outsourcing company will take care of everything.
3. Reduced cost of infrastructure
Building your team can be expensive because you need to buy new computer units, systems, tools, office space, and many more. This can take a great hit on your business investment. But with outsourcing, you don’t have to worry about these.
4. Hiring highly skilled professionals
Great talents may demand higher salaries and better benefits. But by partnering with an outsourcing company, you can have access to highly skilled customer service professionals without spending too much.
Outsourcing your customer support department can be a great investment move for your business. It can improve your overall efficiency, productivity and cash flow.
Start outsourcing your customer support service team
Ready to outsource your customer support service team? Start with SOS Global. We offer the best customer support outsourcing in the Philippines for startups and starting businesses. With our customer support services, we can help you focus more on your core competencies, reduce operational costs and deliver quality service to your customer.