After tasting huge commercial success in the early 70’s, the top bosses at Ford were hungry for more. To be regarded as the best in the business, they had to prove their mettle in automobile racing’s toughest test, the 24 hours of Le Mans. Ford didn’t possess any racing pedigree, but still went on to win the prestigious event. How did they do it?
Ford outsourced the development of their race car to expert Carroll Shelby, a master of designing purpose-built race cars. Why? Because they realized early on that they were completely out of their depth in this department.
There is a crucial business lesson to be learnt here. If you don’t possess the necessary skills required to undertake a critical business activity, then the possibility of failure will be twice as high.
One such critical function is Customer Service & Support, and there are too many horror stories of brands failing miserably at it. Why? Because most businesses are focussed on building the product and creating growth. Customer Service doesn’t come naturally to them, often because of a lack of experience in this area.
Read on to know 5 points that stress on the need for Outsourcing Customer Support of your business for supercharging revenue growth in the long run.
1. Access To New Tech – Whatsapp for Business
Whatsapp is the most popular instant messaging app in the world with over 1.3 billion monthly active users. India alone accounts for over 200 million active users. According to WhatsApp’s blog, over 80 percent of small businesses in India use Whatsapp to communicate with their customers and grow their revenue. Whatsapp for Business is now live, and you need to start using the tool to skyrocket your customer service metrics.
Customer Service Outsourcing has flourished because of the development of new age digital centers. These agencies leverage mediums like Email, SMS, Social Media, Voice, Online Chat, VoIP and Video Calling features to connect with customers. Service agents can communicate with your users via in-app chat services in real time and solve issues on your app itself.
Connect with your customers on all platform
Outsourcing your customer service center can improve your NPS
More than 67 percent of Fortune 1000 companies rely on Net Promoter Score to represent their customer relationship ranking. It is closely associated with revenue, and managing a good relationship with your customer base will help you drive up this metric. Having a specialist Customer Service agency can help you double down on growth by improving your customer relationship and driving up brand loyalty.
Unless you have access to the US treasury vaults, maintaining an in-house Customer Service center that can support your burgeoning customer base effectively will be a drain on the company’s resources. Hiring and training a team of customer service professionals will also pose a management challenge. It is prudent to carry out a costing analysis to understand the benefits of customer service outsourcing vs doing it in-house.
Reduce management challenges by outsourcing your customer service center.
Outsource non-core functions to enhance your core team’s focus
Outsourcing your customer service activities to a specialist organization will provide a laser sharp focus to this department. A team of specialists will be able to tackle your customers diverse queries a lot better and drive up your brand’s approval ratings. Most customer service agencies offer round the clock services throughout the year. No matter what timezone your customers operate in, there will be a dedicated support professional on-hand to take care of any problems that your customers might come across.
Summing It Up
There are some great solutions out there like GizmoSupport that offer a full-stack Customer Service solution for businesses big and small. They have built a global presence in this domain with over 6 service delivery hubs that offer solutions in 15+ languages. Having over 12+ years of experience in this field and handling over 150,000 transactions daily, they can provide a custom-built customer service solution for your business. Some of the top brands operating in the E-Commerce, BFSI, Travel and Telecom industry rely on GizmoSupport to look after their customer support needs.