About 8 in 10 Americans shop online.
But sometimes a potential sale turns into cart abandonment. What’s cart abandonment?
Instead of checking out, customers leave the website completely, taking their business elsewhere.
What’s the solution? Creating a convenient and safe online shopping space for customers. One way to do this is by having a customer service agent on standby to help with questions.
After talking to an informative service agent, customers are more likely to buy with confidence! However, having enough agents on standby can be difficult as your business grows. That’s why you should consider outsourcing customer support.
What are the other benefits of outsourcing customer service? Read on to find out.
As a small business owner, you probably wish you could predict the future. Instead, you have to go through a series of best guesses throughout the workweek. This includes hiring in-house customer support roles.
You have to employ the perfect number of customer service agents that you think you’ll need for the busy season. But what if you’re wrong?
What if you hire too many people, and the busy season doesn’t get as hectic as you thought it would be? To avoid overpaying for in-house staff, you can turn to outsourcing customer support.
Outsourcing your company’s customer service department is a less expensive solution when compared to hiring full-time employees. Not only will you save on hiring costs and regular wages, but you’ll also be able to save money on training.
Suppose you have an in-house customer service team. In that case, you’ll have to periodically train them on the latest software protocols and platforms or uses. Whereas, when you outsource your customer support needs, you’ll always have a team with the latest training, ready to go!
Better Coverage and Language Options
To rise above your competition, you have to be willing to do more. That’s where outsourcing can give you the unique ability to impress your customers.
Instead of leaving customers in the dark after hours, you can have a team of professionals always standing by. Offering extended after-hour support and weekend support is sure to please your consumers.
Extended support can include phone support, email, and social media messages. Another great example an instant chat messaging feature.
Outsorucing your live team chat can be an excellent way to boost your sales. Not only will you be identifying sales opportunities, but you’ll also be resolving customer disputes.
Make sure that you look for a live chat operator with extensive experience within your industry. Next, ensure that the company you’re outsourcing to has the proper knowledge and technology to keep up with customer demand.
Extended Language Options
When you outsource customer support you can easily offer extended language options. Chances are your in-house customer support team only speaks 1 or maybe 2 languages. By expanding the options, you’ll reach a wider customer base as you grow your brand.
Imagine what multiple languages could do for a medical answering service company? They’d be able to reach so many more clients.
Make sure that you advertise the additional language options to potential customers. Then get ready to watch your sales skyrocket!
Improved Scalability and Smart Management
What’s your company’s 5-year plan? Chances are you’re hoping to scale your operations over each year. The extent to which you can scale those operations will depend on the strength of your customer service team.
For instance, let’s say that your company projects have an increase in emails by about 50% during the busy season. If you’re using an in-house solution, will your current team be able to keep up with the demands? Or will some emails fall through the cracks?
Even if you’re using one of the best customer relationship management (CRM) platforms, you can still fail. Instead of stressing out your in-house team, send the surplus of emails to your outsourced customer service department. Then you can prioritize your infrastructure to handle the high-end customers, in-house.
By streamlining your email processes, you’ll be able to maximize efficiency. The alternative would be to hire more staff to bring in house.
However, as we mentioned earlier, hiring new employees is expensive! Plus, there’s never a guarantee that the new employees will work out. A 3rd party vendor will have all of the experience and resources to help you with the heavy lifting.
Improve Customer Loyalty
The secret to customer retention is to build loyalty. When you can quickly resolve service issues, you’ll build a strong consumer base that comes back time and time again.
As you know, the customer is the king of your industry, no matter what industry it is. You should be providing your customers with the royal treatment lay deserve. Instead of hoping that your team will be able to handle that increase of customer calls or emails, you’ll have everything you need in your back pocket.
Comprehensive Control and Business Benefits
How many different hats do you wear within your company? Chances are you wear a lot. You’re probably a supervisor, customer service agent, and team lead for various projects.
It doesn’t matter how great you are at multitasking; when you’re spread too thin, you won’t be effective at your job. That’s where outsourcing your customer support team can really save the day.
By handing the responsibilities over to a trusted third party, you can focus on the right business objectives. The third party will provide the correct type of management support that you wouldn’t be available for in a direct relationship.
Then you can simply check in to see how things are going on the customer service side of things instead of spending your day stuck there. The fast turnaround response times will please your customers and boost your profitability.
Outsourcing Customer Support Gives You an Advantage
Outsourcing customer support is an innovative business solution. It can be challenging to know the next step in achieving business objectives. But as long as you have the right team supporting your company, you can reach all of your goals!
Go ahead and start calling third-party vendors who provide customer support services. Once you find a 3rd party support company you can trust, your company can soar!
What other ways can you streamline your day-to-day operations? Look around our website to find out.