3 KEY BENEFITS OF OUTSOURCING CUSTOMER SUPPORT
We’ve previously discussed how having only an internal customer service team can actually cost you money, but did you know that there are further advantages to outsourcing customer service?
Consumer service is crucial when it comes to the customer experience. Outsourced CX can be extremely advantageous if your company is rapidly developing and you can’t staff it quickly enough, if you need to staff live agents during busy times of the day or year, or if you want to provide support when your employees aren’t available. Furthermore, if you don’t prioritise client experience, you’re effectively throwing money away.
It’s vital to note that there’s a distinction to be made between customer experience and customer assistance. Fortunately, we have an in-depth blog post describing the differences between CX and customer service to assist you!
ORACLE CONDUCTED THE FOLLOWING STUDY:
86% of customers are willing to pay more for a superior customer experience.
89 percent of customers switch to a competitor after having a bad customer experience.
Customers are definitely prepared to pay a premium for better customer service, and they will swiftly leave if their expectations aren’t satisfied, so why wouldn’t you want to place customer experience at the core of your company’s mission?
When it comes to the advantages of outsourcing CX solutions and support, there are three main advantages to consider:
Increase your revenue.
Cost-cutting:
It gives you a leg up on the competition.
COMMON OUTSOURCED CX SOLUTIONS INCLUDE:
- Customer service/assistance
- Technical assistance
- Processing of orders
- Support via live chat
- E-mail management
- generating leads
- Making an appointment
- Social media management and paid social media advertising
- Research into the market
- Postage stamps
Are you considering outsourcing customer service to help your company grow? These three advantages of outsourcing customer service and CX will assist you in making the case for incorporating an outsourced CX partner into your business strategy.
YOU CAN DRIVE REVENUE GROWTH WITH OUTSOURCED CALL CENTER SOLUTIONS BECAUSE YOU HAVE ACCESS TO EXTERNAL EXPERTS.
When you deal with an outsourced customer service provider, you can expect them to have tried a variety of various customer experience tactics on dozens or hundreds of clients. This means you’ll get CX best practises implemented right away, rather than being limited to the experience of your present team members.
A LARGER POOL OF POTENTIAL EMPLOYEES IS BECOMING AVAILABLE TO YOU.
Hiring and training internal staff are frequently the stumbling blocks to business growth. You can often expand considerably faster and launch programmes that you might not have been able to launch internally due to manpower constraints if you utilise an outsourced CX partner. Additionally, you may be able to gain access to additional working hours. You could, for example, engage an external partner to cover weekend support or other time zones if you don’t have enough staff.
You get access to experience from many sources.
When launching a customer experience programme internally, you usually start with a specific channel, such as voice. Then, if you want to attempt something new, like live chat or two-way messaging, your internal team will have a lot of technological work to do.
However, if you hire the proper external customer experience business, they’ll already have systems and processes in place because they’ve done it for other clients, and you’ll be able to see exactly what it takes to set it up. As a result, if that’s how you’re attempting to respond to your clients, it saves a lot of time in terms of deployment and full-scale rollout of numerous channels.
CX OUTSOURCING CAN ASSIST YOU IN SAVING MONEY.
I know, it seems counterintuitive, doesn’t it? When you think of “outsourcing” work, you might think of the financial implications. Outsourcing your customer service, on the other hand, can actually save you money or cut costs!
You only have to pay for the use of resources.
Because you’re often only paying for the use of the outsourced partner’s resources, outsourcing CX can help you save money. When you use internal resources, you must pay for the FTE even if they are only used for a short amount of time.
So, if you’re receiving inbound customer service calls, you might need to staff your internal team to handle the most of the load early in the day, leaving them underutilised for the rest of the day. When you use an outsourced partner, you usually get a pool of resources and the invoicing is done only when those resources are used. As a result, you’re essentially saving money on your present staff’s wasteful time.
INCREASE IN VALUE
It may not be a lesser line item expense in many circumstances, depending on how successfully the internal business is conducted. When individuals talk about saving money, it’s often a misnomer since they’re overlooking possibilities to add value.
Greater upsell ratios, quantification of data on why customers are churning, and possibly a higher retention rate because they have that structure in place are all things that an outsourced customer experience agency can assist with. Because you’re attempting to figure it out across the lifetime of the client, the enhanced value from employing an outsourced partner is a much easier equation to assess than just the cost savings.
OUTSOURCING CX GIVES YOU A COMPETITIVE EDGE.
Having a well-integrated partner with senior executives who can devote time to thinking through your strategy plan allows you to:
- Reduce the time it takes for your product to reach the market.
- Concentrate more on your key abilities on the inside.
- Obtain a broader range of collaborative ideas.
- Launch multiple projects at the same time while lowering the amount of work your internal team has to do.
- Take advantage of a competitor’s blunder because you can rapidly and aggressively deploy a campaign with a large volume.
EXTERNAL EXPERTS ASSIST YOU IN IMPROVING YOUR BUSINESS.
You get other people thinking about your company when you work with an outsourced CX partner. So you receive an outside perspective from people who are experts in their field and who spend time thinking about how to continually enhance your business. They can question earlier assumptions and apply what they’ve learned from other customers. Outsourced partners can also keep up with all of the latest trends and help you sort through which ones are ready to execute right away and which ones will take a little more time to strategize.
VOTIKO IS A LEADING CUSTOMER EXPERIENCE PARTNER.
It’s no surprise that firms that work with Votiko have satisfied customers when it comes to customer experience. As we all know, a customer’s experience with your business is a major, if not the most essential, influence on whether or not they will return.
To improve the outcome of customer interactions, promote and defend your brand, and drive growth, Votiko puts conversational marketing back to the customer experience. You won’t have to engage expensive consultants or wait months to get valuable information into the customer experience with our conversational CX solution.
We don’t just focus on achieving your company objectives. Our culture, leadership, and people are all geared toward achieving continual improvement and company change. Our data and reports give you complete visibility into the customer journey, allowing us to create and deliver the best possible customer experience for your business. We bring the customer experience together by delivering the appropriate innovation at the right moment.
