Outsourcing customer support can help your business compete
Customer experience may now, more than ever, be a crucial competitive edge in attracting new customers and retaining existing ones. Customers are getting more savvy in every field, and they understand that their time is too important to put up with a poor customer service experience that frustrates them.
According to Salesforce’s “State of the Connected Customer” survey, 80% of customers consider a company’s experience to be as important as its products and services. Furthermore, according to a Gartner survey, two-thirds of organisations now compete on customer experience, up from 36% in 2010.
Customer service and making sure your consumers feel taken care of after they acquire your product or solution are two of the most crucial aspects of the whole customer experience. When it comes to running a business, executives have a lot of tough decisions to make, and one of the most important is whether to outsource or keep customer service in-house.
With customer experience competition at an all-time high, here are five compelling reasons why outsourcing customer service may help your company compete.
1. It is cost-effective to outsource customer support.
Many businesses are having difficulty staffing in-house customer service departments. Customer service positions have a high attrition rate, ranging from 30 to 45 percent on average.Having to hire and educate new agents on a regular basis might put a costly strain on your business. These expenditures can go into the tens of thousands, if not millions of dollars per year, depending on the size of the support team.
Outsourced customer service providers already have the infrastructure in place to accommodate a wide range of customers’ support needs, with qualified agents ready to give as much coverage as needed. Working with a third-party vendor allows you to receive a well-equipped and thoroughly trained workforce without incurring the high expense of hiring and training in-house employees. This frees up funds for other investments in your company.
2. Outsourcing Can Help You Make More Money
Businesses that fail to prioritise customer experience will fall behind their competitors. Companies who excel at customer experience beat their competition by over 80%, according to a survey by Qualtrics. In addition, 84% of businesses that improve their customer experience see an increase in revenue.
Customers nowadays care just as much about how a firm serves them as they do about the price and quality of the product or service. They will also pay for a positive experience. Choosing a vendor that can deliver excellent customer service can help your company boost client happiness, which leads to higher revenue.
3. You receive a specialised staff that is ready to go.
Businesses require a highly trained, specialised support team to provide the level of service that clients expect. You’ll need to start from the ground up when putting together an in-house support team, which will take a significant amount of time, money, and other resources.
A third-party customer support vendor can help you avoid these growing pains by providing a specialised, fully staffed workforce that requires fewer training and up-front costs, resulting in faster outcomes for you and your customers.
4. Scalability is a benefit of outsourcing.
It might be difficult to combine the needs of your customers with the size of your support employees when you have an in-house customer service team. Working with a third-party customer service provider helps you to scale your operations to meet your specific business requirements.
Even during your busiest seasons, an outsourced solution can help you avoid customer aggravation by guaranteeing that there are always enough agents to handle your business’ call load.
5. Improved Customer Service Increases Customer Loyalty
Customer loyalty is critical to any successful business, and providing a consistently great customer experience is one of the most crucial factors to consider when it comes to keeping your consumers. According to a PwC report, over one-third of customers would cease doing business with a favourite brand after just one poor experience.
While customer experience should be a top priority for all organisations, there are many other aspects to running a successful company. By collaborating with customer service specialists, your company can focus on the key competencies that make it successful while also ensuring that your customers are well taken care of.
Working with the right outsourced customer care partner can assist in reducing friction in customer contacts, resulting in a better overall experience that encourages customers to do business with you again.
Winning Through Customer Service
Whether a company chooses to develop a customer support staff in-house or outsource its customer support needs to a third-party vendor, the most important outcome is to provide the greatest possible customer experience. Customers expect more than ever before from businesses in every industry, and with so many options available, customer expectations are higher than ever. Working with the proper customer support partner can provide your firm an advantage over competitors, which is a win-win situation for both you and your customers.
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