Customer Support Outsourcing - Should You Be Doing It?

With many programs advocating customer support outsourcing, it is crucial to determine if this is an avenue you should invest in or if it is masking the true problem. This begs the question: Is outsourcing support the ultimate solution?

One of the first considerations is the financial impact of hiring additional support. Whether you opt for outsourced help overseas or within the USA, bringing in external resources adds to your monthly overhead costs. It's also important to acknowledge the potential dilution of delegation that occurs with each new hire. As you expand your team, the meticulous attention to detail you once maintained for your business may diminish, leading to a different set of challenges in the future.

Instead of solely relying on traditional staffing solutions, it's worth exploring smarter alternatives that can significantly reduce customer inquiries. Embracing automation software presents an opportunity to streamline operations and minimize the need for extensive customer support. The cost of implementing such software is a mere fraction (approximately 98% less) compared to hiring new staff members.

By leveraging automation, you can revolutionize your customer support approach while optimizing your financial resources.

Understanding What is Causing The Influx in Customer Support Requests

To improve customer support, it is crucial to identify the root cause. Many businesses throw money at the end problem without taking the time to track down the underlying issues. One simple yet effective step is to write down your customer interactions for a week. By doing so, you can identify any trends or patterns. Once you understand why your customers are reaching out, you can then work backward to address the root causes.
For example, if customers call to ask when your next appointment is. Research into an Online Booking tool that gives customers the next available dates & times from a few clicks. Solutions like Fieldd removes the need to call or text looking for appointments.
Understanding why the customers are calling and then putting automation measures in place to resolve the problem are going to give you back time in your day.