Need Email Support, Why Not Outsource?

Do you know outsourcing is the major reason why some companies in western countries make huge profits? Not only outsourcing reduces expenses, it also allows these companies harness a unique skillset that is hard to find in their own country. In the past, the main focus of companies was on outsourcing their voice support services. Offloading voice support to countries like India with a wealth of talented English-speaking workforce made outsourcing simple. Although, voice support outsourcing is still quite rampant, the demand for chat email outsourcing has also gathered pace.

Importance of Email and Chat Support

On a voice call, the interaction has a personal touch, which is why; it is seen as the primary mode of providing customer services. However, a large section of people prefer text based support for the many advantages it offers. Below are some reasons why chat and email support services are ideal for both companies and its customers:

1.      Email support is the preferred interaction mode when you need to be more official in your communication. Especially, while providing RMA or dealing in legal processes, email support cannot be substituted with any other mode of customer service. As such official interactions require a company to be absolutely clinical in imparting of information there is no scope for making a mistake. Imagine a customer service agent getting emotional on the call and promising to expedite an RMA delivery. It may help pacify the customer during a call but it will diminish the image of a company when the promise is not fulfilled due to company policies.

2.      Customers with good knowledge of product and services prefer chat support over other modes of customer support. They want to-the-point instructions and don’t mind a long list of steps provided to them in one go. All of this can be done easily in chat support.

3.      One of the biggest stumbling blocks while interacting with non-native speakers comes in the form of comprehending accent. Email and chat support representatives can communicate with their customers without worrying about their accent.

How Outsourcing Can Help You Focus on Core Processes?

Every business has certain core processes that form the backbone of its operation. These operations should be handled with great care to reap rewards in the longer run. When you start providing additional services like email and chat support, your focus can shift from these critical processes. Creating infrastructure, hiring workforce, training employees and then managing them can be tiresome for most entrepreneurs, hence, it is best to resort to email chat outsourcing.

There are many email support outsourcing services providers with years of experience in their domain. They have infrastructure in place and ready to use. All you need is to make a call, sign a contract and you are all set. However, there are some considerations that should be kept in mind before outsourcing your operations.

1.      Always check that you are making a profit after outsourcing your services. Compare prices offered by different vendors and only then make a decision.

2.      Never compromise on quality. Email and chat support may be auxiliary services, however, they have the power to make or break your company’s image. Always partner with an organization that has a good reputation in the market.

3.      If you are looking to grow your business and provide additional services like email chat answering in the future, then look for a company that can scale its operations according to your growth.