22 Jul
Why Effective Tech Support Matters and Five Reasons to Outsource it
Today’s hyper-digital and tech-driven customer demands the highest levels of customer experience long after a sale is complete. It is a key component of ensuring a superior and seamless experience if your customer runs into a tech-related problem with your product. A strong, responsive technical support team goes a long way in ensuring that your customers have their queries and concerns resolved quickly and effectively. And sometimes, this can be a crucial differentiator for your business.
No surprise then that the global tech support outsourcing market is expected to grow by $11 billion during 2020-2024, progressing at a CAGR of 6% during the forecast period. And about 59% of the market’s overall growth is expected to originate from APAC, primarily led by the Philippines. While the benefits of outsourcing your tech support or IT helpdesk are multiple, a well-thought-out strategy and a proven and effective outsourcing partner play a key role in achieving the desired results. But why outsource tech support? Here are five reasons why it makes business sense to outsource your tech support.
It drives immediate cost benefits.
Managing and running an in-house tech support team is not easy. It requires extensive resources, infrastructure, and overheads regardless of the call volume. Outsourcing tech support offers a more cost-effective workaround as service providers typically divide their facility, resources, and training costs between multiple clients who, in turn, benefit by paying only for the services they use. Besides, leveraging its agents’ skills for multiple clients allows a BPO to optimize idle time and deliver a lower cost-per-call rate to their clients.
It drives scalability and flexibility.
Outsourcing your tech support offers the flexibility to expand or reduce the team size on demand without the challenges related to hiring or downsizing. Call volumes to a tech support team are never the same. For instance, call numbers may increase significantly around Christmas (when gifting is extensive) or around a new software/system update. To manage this demand fluctuation, outsourcing your tech support will help offload customer inquiries as well as the administrative duties and costs associated with hiring and training employees.
It builds a highly specialized workforce.
Continuous training is crucial for maintaining a highly effective customer support strategy. Tech support agents must have the technical skills to navigate technology or software-related queries while also focusing on best practices for exceptional customer service. Ensuring this requires constant training and skilling, which can be a significant undertaking for your resources if done in-house. Partnering with a third-party service provider enables you to leverage a highly specialized workforce without incurring the related cost and operational challenges.
It elevates the overall customer experience and loyalty.
Having problems and queries resolved promptly impacts the customer experience positively and drives loyalty—the true measure of business success today. According to a Harvard Business Review study, the Customer Effort Score (CES) is a crucial indicator of future customer behavior and repeat business. Ensuring seamless, prompt, and effective resolutions to their queries by leveraging outsourced support goes a long way in maintaining a high CES, building trust and confidence in your customers, and ensuring a higher degree of satisfaction and loyalty.
It enables 24×7 service availability.
Your customers should have the option to call tech support, send an e-mail, or initiate a webchat session any time of the day or night. But, 24*7*365 tech support availability may not be a practical option for most companies with in-house resources. A customer service partner, even those located outside your geographical region, is equipped to serve your customers round-the-clock by working in shifts and, in turn, enhancing responsiveness to maximize customer satisfaction.
Take, for instance, a key Flatworld Philippines customer who benefitted immensely by outsourcing their tech support services to us.
Success Story: How we made technical support more effective and economical for an established IT services provider
When a leading IT enterprise found it challenging to offer tech-support helpdesk solutions to customers round-the-clock, Flatworld Philippines stepped in to become an extension of their team. Our associates began handling tech support calls made during the company’s non-business hours, ensuring a prompt response and a desirable end-user experience—something that the client was struggling with its in-house team. Extending its partnership with us, the client has now entrusted more of its managed services for multiple verticals to Flatworld Philippines.
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