Outsourcing your Customer Service and The Benefits
Outsourcing your customer service function is becoming a common consideration for all businesses, large or small.
The value of outsourcing your customer service is increasing as quickly as technology advances. A wide range of businesses now consider having separate departments to handle customer relations for ease and the ability to provide a stronger service at all times. And with 78% of businesses all over the world feeling positive about their relationship with their outsourcing company, it’s a promising solution. (*)
With customer expectations heightening since digital technology has grown, customer service is now becoming even more of an essential factor to help run your business smoothly, requiring specifically specialised training to offer the best service possible. For consumers, customer experience will become more important than price and product by 2020. (*)
Due to such demands, businesses need to consider outsourcing customer service in order to reduce cost and reduce the use of resources internally. Outsourcing your customer service to an established provider like Bray allows you to focus on other aspects of your business without losing focus on what is most important – your customers.
With all the benefits of outsourcing, there is still scepticism around outsourcing customer service since there is an assumption about limited management control.
Here at Bray, we have a number of advantages as to why outsourcing your customer service is key:
Cost savings are a goal for any business where possible. Outsourcing is a great way to cut costs and will reduce overheads massively. Here at Bray, we offer various options such as pay as you go, a full-time customer service person at hand, or one with half availability (half day charges).
The customer service team log all of their time and a full breakdown is available upon request.
Alongside this, saving money isn’t everything compared to the quality of work you receive. When selecting a customer service partner, ensure you are getting a high quality, well-mannered team that will put the effort in, not just because they are cheap!
Across the channels
You need to provide customers with the option to contact your customer service on a number of platforms. Outsourcing this service will often open up possibilities to offer multi-channel solutions which your in-house team may find difficult to juggle around everything else. Look out for companies offering customer support on a number of channels, such as calls, emailing, SMS, social media, via an app and even live chat in real time. It really does depend on what your brand stands for, and what your customers expect. That is where you will build your presence to a professional standard.
Around the clock support
Did you know that 78% of customers who complain to a brand on Twitter expect a response within an hour? (*) Customers expect 24/7 availability when they have a problem. A 24-hour customer service is simply the standard in eCommerce businesses in 2018. Especially if you are offering your products across the globe. Providing 24×7 customer operations is demanding and may prove challenging for those working in-house, so outsourcing to a specialist company takes the pressure off.
With that said, by making clear expectations to your customers you can help here. On social media platforms, you can set ‘opening’ hours and auto responses to private messages. With email, you can set up an auto response with opening hours and how long people can expect before someone gets back to them. Even chatbots can help reduce the need for too many people.
Tis the season
Companies in the retail and hospitality sectors will experience seasonal popularity during certain periods of a year, especially at Christmas. A lot of these companies will gather most of their annual sales from such periods so cannot afford to lose customers to poor customer service values. Outsourcing in these situations is most beneficial around the holiday season because a team of dedicated individuals will take the reigns with full focus.
Outsourcing your customer service is a great solution, but make sure you are considering all of the factors. Take your time to research the benefits of having an in-house team versus outsourcing before you make any decisions.