With our fast-changing world, starting and maintaining a business becomes tougher. According to the Small Business Association (SBA), 30% of startup businesses fail during the first two years of being open, 50% during the first five years; and 66% during the first ten. There are too many factors which are responsible for their downfall however; bad customer service conquers a large slice of pie.
In previous reports, statistics show that 61% of customers went to the competitor due to bad customer service. When customers feel dissatisfied, ignored and not cared for, profitability will decrease and the business will soon face the consequences. Fortunately, there is a way to solve this dilemma and prevent it from happening again with customer service outsourcing.
To paraphrase, Forbes defines customer service outsourcing as the means of addressing your customer issues through the help of third parties. As a business owner, this means you will have a team of reliable customer service representatives that will provide voice or non-voice customer support. Non-voice customer support includes email, text, live chat and social. On the other hand, voice support includes answering calls for different needs such as technical support, virtual assistant, back office, accounting, graphic designs, appointment settings and help desk. Aside from the broad range of support that customer service outsourcing offers, there are many reasons why this is the ideal option is customer service isn’t your company’s strong suit.
- It makes you closer to your customer.
Customer service outsourcing lets you have a team of representatives who are dedicatedly trained to be knowledgeable, service-oriented, respectful and fluent in terms of communicating and negotiating. Moreover, this move benefits not only the customer but also you as you will learn the thoughts of your customers about your products or services through proper feedback handling and documentation. This opens up the opportunity to improve and provided you the insights on what to add or what to give to keep satisfy your beloved consumers.
- It provides around-the-clock customer support.
Minimize lost sales and customers’ dissatisfaction with 24/7 support. With a stable customer service outsourcing, you can easily handle customer concerns at literally any time. Every inquiry is treated with the utmost priority so you can feel confident that your customers will be working with professionals while you focus on running your business smoothly.
- It helps you reduce operational costs.
You don’t have to designate an office for your customer service team and worry about company expenses (such as electricity and internet usage). As it is outsourced, you’ll be getting the same tasks done for as little as half of how much it would cost you to employ someone and deploy them in your company. Hence, you can handle numerous customers and simultaneously improve your return of investment.
With these benefits, there’s no wonder why many companies from the United States, UK, Australia and Canada are going for it. Customer service outsourcing is considered as a wise move to improve customer service and prevent business failure.
So what are you waiting for? Outsource your customer service today because good customer service goes a long way.
Business Insider 