You always want to deliver quality service to your customers, which offers complete satisfaction. However, jeopardizing other aspects of your business is not quite a wise thing to do. Only a neatly balanced frame brings in a perfect picture. With customers getting connected together, the demand for support over social media has increased.
With that, you have two options to choose from, either keep the support function in-house or outsource it. Begin with how each option can help or restrict business growth and consider factors to make the right decision.
Be it your business working on a small scale or on a large scale, paying the bill is indispensable. No business would want to outsource every task they could think of, only to incur a gigantic loss. When it comes to social media management, in-house is usually considered as a better option due to its lower running costs, saving any extra expenses. On the other hand in-house support service requires a particular skill set, and finding, recruiting, & training people for the service is a costly affair.
Quality and Scalability
Outsourcing support has primarily been popular because of the quality it generates. To ask the tailor to stitch your clothes for you, wouldn’t be wrong at all. Exactly like that, you would like to delegate someone who is better at the social media support job, even if you can do it yourself. (Remember, it’s not just about your company, it’s about how satisfied your customers are).
How effective customer service is, depends entirely on the support system. If the outsourcing company is doing a good job then maybe you wouldn’t have much to worry.
However, nobody can deal with your customer better than you. The outsourcing company might be doing a great job, but you could walk an extra mile for your customer that they would not.
Needless to say that, an in-house support team can be controlled better than an outsourced one. Having control over the support system allows necessary changes in social media customer support, coding or the service to be done in less time.
A social media support system needs expertise to be deployed to deliver services. How can one be sure if the team assigned is ‘good’ or ‘good enough’?
As mentioned earlier, outsourcing is primarily popular due to the quality it generates. No company can be sure if their team’s skills are the right match for the quality desired by customers. In such a case, it’s better to avoid any risk and outsource the support to professionals.
Outsourcing companies have the advanced technologies deployed, which raises their demand among businesses. The companies are always up-to-date with the latest tools & techniques to deliver quality services to other companies. This means that they have a solid working relation with state-of-the-art technology.
Focus on core business
Now, suppose you have 10 things to do at the same time and you have an option of getting all those tasks done, but not doing a part of it on your own. This is what scale of operations means and this is why outsourcing became so popular in the first place.
Outsourcing was mainly developed to let ‘others’ do a part of your job so that you can focus on your core business. Letting others take care of your social media customer support, you can better focus on, and easily solve complicated business issues.
Experience and expertise
As mentioned earlier, customer support does require a team of skilled agents. Usually, outsourcing companies have expertise in this field with years of experience. Not only are they technologically well-equipped, which helps them gain immense expertise, but the experience of working in the field allows them to be better craftsmen. They can share best practices gained from their extensive experience and ensure that your social presence is in line with your vision and your target audience.
In a nutshell, it is upon you to decide whether it is beneficial or not to select either of the two options. With increased competition, the safest option is to opt for an in-house app system. While looking at the risk measures, an outsourced social media customer support system offers experienced, quality support option. Moreover, a hybrid choice can even do wonders.