Outsourcing Support Services

In business, customers are the most important stakeholders. They are the reason your company exists. Happy and satisfied customers can make your enterprise profitable. That’s why customer support is important for your business.

Having a client-centric operation is key to achieving customer satisfaction and business profitability. Outsourcing customer support services is a viable means to meet these business objectives. However, there’s a right and wrong way to outsource.

Find out when you should and shouldn’t outsource your customer support. Read below to learn more.

 

Outsourcing Customer Support Services Explained

Outsourcing customer support means that you hire a third-party service provider to assist your customers. A third-party company provides critical tasks such as:

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• • Answering product questions

  • Processing requests

  • Fixing technical issues

  • Handling complaints

  • Resolving issues

 

You must understand the difference between customer support and customer service. The latter is a much broader term than the former, and the terms aren’t interchangeable.

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Customer service is an umbrella term for all interactions between representatives and customers. Meanwhile, customer support is a subset involving helping users of your products or services who have an issue or problem.

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Outsourcing customer support services are best for your business and can be part of business process outsourcing (BPO). BPO is entrusting some aspects of your operations to an external vendor. Instead of hiring employees in-house, you allow a third party to handle some business processes. Customer support is one specific function best suited for outsourcing.

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Lower Costs and Increase Efficiencies

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BroadMAX Networks will streamline your tech support to lower costs and increase efficiency.

We diagnose and resolve technology and software issues the first time, every time. This keeps costs down and aids in customer retention.

 

We offer your customers shorter wait times and exemplary service by:

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• Automating responses to standard technical issues and improving agent efficiency

• Scaling your technical support services to better manage new releases or seasonal fluctuations

• Giving your customers quick and easy resolutions across channels

• Recruiting and training a highly experienced, skilled team for managing complex problems that need high-level support

• Using visually interactive, immersive technologies such as AR

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Outsourcing Support Services to Someone Who Does the Job Better

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You may be in the high-tech industry, but have you designed artificial intelligence systems to handle customer tracking, service, or complaints?

 

You may have people who are in sales, but have you trained staff to talk to people on the phone, can they follow a script and speak English, Spanish, or any other language?

 

People, like us, who perform this type of work every day, have done it professionally for years.

 

People like us do the job better than you could, even if you develop or purchase the systems because you are not going to remove your skilled workers from the jobs they do best.

 

You know that managing a successful business is a full-time commitment.

 

Outsourcing support services, such as the necessary telephone contacts, allow you to focus on your business while allowing us to outsource and continue to do what we do best.