Would you consider outsourcing your customer support/service ?
Preston Long
6 replies
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![Emily Harris](https://ph-avatars.imgix.net/859020/original.jpeg?auto=compress&codec=mozjpeg&cs=strip&auto=format&w=36&h=36&fit=crop)
Emily Harris@emily_harris
I guess yes. One of the biggest reasons businesses outsource is to save time and resources.
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Sounds too risky to me. Sorry, but no
Definitely yes providing product is mature enough, and there is a solid framework around the outsourcing (e.g. outsource level 0, keep levels 1 and 2 in-house, have a script ran and tested for Level 0 staff, conduct masked testing, run trainings at least twice a year, run satisfaction surveys with customers, have crystal-clear conditions for elevations to L1 and L2 and last but not least very clear KPIs - waiting time, average call duration etc.).
Under these conditions, it is perfectly doable to outsource. We have done it on our previous startup and it worked a charm.
Like anything else, to get it right there is a fair bit of involvement and hard work from the outset with constant evaluation.
But done right, there can be significant benefits (24/7 availability, multiple languages, lower cost).
I think it is a great idea, my vote is "YES". Outsourcing customer support can be a great option for companies looking to reduce costs and improve efficiency. However, it's important to consider the potential downsides. Instead, businesses may want to focus on improving their in-house support capabilities by investing in platforms such as https://www.pissedconsumer.com/f... that offer a range of tools and features to enhance the customer experience.
Yes because customer service outsourcing has many benefits for a business.