Nothing frustrates customers’ more than poor technical support in their time of need. In spite of knowing this fact not many companies have been able to do the needful to improve the situation, owing to their financial constraints. However, there is still a way that these organizations can deliver top-notch customer support services without burning a hole in their pocket and it is through outsourcing technical support services to an offshore company.
Here is a list of benefits that companies can gain by outsourcing technical support services-
Gain Access to Incredible Expertise
Unless your core expertise is linked to providing technical support, you gain significantly by outsourcing your technical support services. Offshore companies are experts in their field and provide only the best possible support for your clients. What’s more highly-trained and experienced associates will be available 24X7 to assist your clientele with every possible issue that arises.
Have Better Access to Technology
Often, offshore technical support companies would have invested heavily in providing best breed of technologies. This means that at any point of time you’ll have access to the best technology that money can buy, which can be a huge boost for providing better customer service with faster response times.
If you take the time to do some number crunching, you will quickly realize that hiring the staff needed to provide round-the-clock support can be quite heavy on your pocket. In addition to hiring multiple IT experts to provide support, you also have to bear the burden of overheads such as office space and equipment costs. This can add up to thousands and millions of dollars a year depending on the size of your business.
However, when you outsource the task of providing technical support to an offshore company, you don’t have to pay nearly as much. For starters, there won’t be the burden of paying for office space and equipment. There won’t be the need to shell out a huge sum on employee insurance, wages and other benefits every year, either. Instead, you only have to pay for the support package that is customized as per the unique needs of your business. For some businesses, this can translate up to 65% savings compared to hiring their own staff and outfitting their own support center.
Greater Flexibility and Scalability
Imagine you lease an office space, equip it with the required resources, and then you hire a staff to provide support. What if your ticket volume increases so much that they are overwhelmed with the amount of requests? Can they keep up with the demand and provide adequate level of customer service? Also what happens when the ticket volume is very low? Would you burn money on employees sitting around waiting to customers complaints to pop up?
Hiring a specialized technical support company is the best solution to all these concerns. By outsourcing, you are essentially transferring the responsibility for scaling up or down on the shoulders of the offshore vendor. This simply means that it is their duty to assess the situation and make necessary adjustments to meet the changing needs of your business.
How To Choose a Technical Support Company
Once you’ve decided it’s time to outsource your technical support, there are a few things you should know about the companies themselves before you put such an important part of your business in their hands.
Learn About Their Process
When outsourcing your inbound technical support process to another company, it’s important to learn about how you will work together with your partner. How much feedback are they going to share with you about customer satisfaction after calls? How do they try to understand your business? Write down questions you have about how you will work together to support your customers and conduct an interview with each company you’re considering.
Read Through Testimonials
Don’t be afraid to ask for a list of clients that the companies have worked with previously. This will allow you to see the scope and nature of their work. You could even ask for a collection of testimonials or a reference with whom you can speak directly. It’s important to verify what remote technical support companies say about the prospective partner by doing your research.
Match Your Needs to Their Expertise
Think about what level and types of support you require for your business. Do you need your technical support to be available 24 hours a day? Do your clients speak multiple languages, and do you need to assist them in all of those languages? What types of platforms do you want to offer support (phone calls, emails, live chats)? Make sure that any potential company can provide what you need to get the most benefit of outsourcing technical support.
Before you leave the important work of technical support to another company, be sure to get to know how their services will align with your needs. That way you can rest easy knowing that your technical support will be taken care of efficiently.
These are just a few of the major benefits to outsourcing technical support services. If you want to cut costs and gain an expert support team that is willing to work 24×7, outsourcing is the best way to go.