Would you consider outsourcing your customer support/service ?

I guess it depends on the kind of company I was running but probably not, I would want the team dealing with customers to sit in house and be as close to others as possible. Product, relationship management and strategy functions, etc.

I guess yes. One of the biggest reasons businesses outsource is to save time and resources.

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.