Outsourcing is a cost-effective strategy where businesses hire a third party to manage a specific service or job function. And customer service outsourcing is one of the most commonly hired outsourcing services.
In addition to outsourcing social media and other faster communication channels, email support also ensures your business to sustain and thrive significantly.
As opposed to auto-generated chatbots, emails provide a human touch that delivers a better customer experience.
In a competitive landscape, every business invests in outsourcing email support. Here’s why they do it and why you should do it, too.
1. Cost Savings
The cost is probably the most important factor when considering to outsource email support services. This is because having an in-house email support team takes a toll on your bottom line. You will have to pay for the hiring, training, salaries and overhead costs. If still your team is not effective, its cost dramatically exceeds and severely affects your profits.
That’s why outsourcing is the best course of action you can take to lower and even eliminate the cost of employee benefits, maintenance cost for the equipment and any other additional costs. You can even save more money when you outsource your email support services outside your country with lower-valued currency.
Generally, email support services are much more cost-effective as compared to phone support. As in phone support, a CSR has to serve one client at a time. On the other hand, with email support, a CSR can serve multiple clients simultaneously.
2. Scalability And Flexibility
In addition to the cost of hiring an in-house team, you also have to allocate a dedicated workplace. That means you have to rent a place or an office, which will further increase the cost. Imagine you are about to scale up your business, which would require more office space for in-house CSRs, resulting in more issues coming your way.
When you outsource email support services, you will be able to easily downsize or scale up your business. It’s a flexible option that fits your business requirements. The biggest advantage of outsourcing is that you don’t have to maintain your employees on time when there’s little to no need for their service.
3. Access To Expertise
It’s quite a hassle of employing and managing an in-house team. There’s never sufficient resources to properly utilize their full potential. For instance, you need to work on the application process, evaluate their level of skills and constant training and support. It certainly takes tremendous amounts of time until you have a highly skilled team.
On the other hand, outsourcing email support services relieves you from such hassle. You don’t need to worry about the time and cost of hiring and onboarding such a team. You leave it all that ordeal to the outsourcing agency.
Outsourcing agency offers a specific set of skills that is essential to run your business efficiently. Some of the top skills you can utilize from them are language support, technical support and product knowledge.
4. Improved Productivity
Poor customer service is one of the biggest setbacks for a business. As it makes your customer dissatisfied which you will ultimately see on your bottom line and failing to retain your customers. This tends to happen a lot when your agents have a lot on their plate, preventing them from catering to all clients at the same time.
With outsourcing email support services, your agents will have less burden on their shoulders and have a lot of free time to allocate their time to work on more essential tasks at hand. When your agents don’t have to spend their working hours catering to customer emails, they will have more focus on their core duties. That will also relieve your agents from unnecessary stress and make them happier employees.
When you are able to effectively utilize your agents’ productivity by outsourcing email support services, you will be able to achieve maximum customer satisfaction. Moreover, satisfied customers are more likely to become brand ambassadors and spread the word of mouth that will further increase your bottom line.
5. Improved Quality Of Service
Only skilled employees are able to deliver quality services. But it takes a considerable amount of time. And most businesses don’t have the luxury.
So, the best course of action that such businesses can take is to outsource.
A reputable outsourcing agency already has a team of skilled individuals who are well-versed in their specific field.
If your business has limited human resources, it’s better to outsource to a customer support agency, instead of hiring additional staff. In that way, the quality of customer service can be maintained effectively.
Outsourcing also enables faster response times to customers, catering to their concerns and queries efficiently. Hiring an outsourcing agency expedites the feedback process and also delivers a human touch with personalized post-sales emails.
6. 24/7 Availability
Most businesses are not able to provide customer support after their business hours. And delivering round-the-clock customer support is out of the question, in some cases.
By hiring an outsourcing agency, businesses can sustain and even thrive in the competitive landscape. They can break the time-zones barriers and serve their clientele much better and faster. This enables them to generate more leads and efficiently nurture them to convert into buying customers.
7. Multilingual Support
In addition to round-the-clock availability, when you outsource email support services, you are also able to serve customers globally speaking different languages.
If you have multinational business operating across the world, there’s a higher chance that your customers will speak languages other than English. At such times, you definitely need a customer support team that can offer multilingual support for maximum customer satisfaction.
As a matter of fact, as per Unbabel, multilingual support plays a critical role in delivering personalized customer services.
Reputable outsourcing agencies have a team of native speakers on duty who are adapted to different cultures. Such attention to detail not only prevents miscommunication but also ensures an outstanding customer experience. They offer a high level of relatability, ensuring establishment and strengthening of a more meaningful customer relationship.
Furthermore, when you are able to establish such a relationship, it paves the way for opportunities for cross-selling and upselling.
Conclusion
Although there are other channels of communication to serve customers, still email support is still the most preferred channel. However, email support requires dedicated agents, which is a luxury small businesses can’t afford. That’s where hiring an outsourcing agency comes into play. It offers numerous advantages; from cutting down your operational costs to providing round-the-clock availability and delivering quality of service. That ultimately delivers a better customer experience and generates opportunities for business growth.
