Does your team spend a significant chunk of their work schedules handling customer requests for technical support? Are the burgeoning technical support complexities and requirements deterring your company’s focus on core ambitions and creativity? Are you struggling to secure additional funding to hire IT specialists and acquire digital technologies?
Startups and small businesses often struggle with staffing, infrastructural and resource shortages. Their customers face numerous technical issues and demand immediate support, tying up employees in IT support. The solution to all these challenges lies in outsourcing technical support, freeing human intelligence from technical complexities and customer queries.
If your company doesn’t have a dedicated technical support department, addressing customer queries can prove overwhelmingly burdensome. Should you set up a department and hire IT personnel or outsource all technical support concerns to a reliable service provider? We recommend the latter as it offers numerous advantages
Keep reading to explore the benefits of outsourcing technical support.
Reducing Expenses Without Neglecting Customer Support
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Most business owners avoid outsourcing because they assume it would prove more expensive than setting up an in-house team. This assumption is baseless because millions of companies worldwide outsource technical support and other processes to reduce expenses and liabilities. Let’s examine the costs of setting up an in-house team of IT specialists and acquiring tools, technologies, and equipment.
Recruitment alone will set your company back by thousands of dollars as IT professionals make an average income of over $60,000 annually. When you factor in the costs of IT equipment, software, and digital technologies, expenses will add up at lightning speed. In contrast, outsourcing your technical support needs to a reputable company that provides IT support services eliminates these burdensome expenses.
Businesses can invest in automated solutions, but modern-day consumers prefer humans guiding them through technical challenges. A people-centric support system to handle technical queries will boost your brand identity and improve the customer experience. And outsourcing technical support will empower your business with customer-friendly technical support without incurring avoidable expenses.
Call center outsourcing is a burgeoning global trend that allows businesses to save millions. Most small and medium-scale companies lack the resources to create multiple departments, hire personnel and invest in IT equipment. Even if you have the capital to set up a technical support department, why not use it to fund business growth and expansion?
Businesses don’t have to undertake extensive and time-consuming recruitment and selection processes, induction training, equipment acquisition, and departmental management. Instead, they can outsource technical support and focus human intelligence on core business strategies, creativity, and revenue generation.
Enhanced Flexibility & Scalability
Try as hard as you may the number of technical support queries will only increase, for it’s not an issue you can fix. In fact, technical support inquiries will increase over time as your business expands its consumer audience and penetrates new markets. Companies struggle to respond to increasing customer complaints, as it demands recruiting more professionals and expanding their departments. Scalability and flexibility are crucial concerns with in-house technical support teams.
With in-house teams, scaling up and down to address fluctuating tech support needs becomes increasingly challenging. Businesses end up firing IT personnel when tech support inquiries decline and hiring personnel when they increase. These sudden and unpredictable fluctuations can ruin your public reputation and employer’s brand in the industry.
Business owners fail to understand that the volumes of customer support inquiries are constantly fluctuating. Companies don’t have the luxury to expand or downsize their teams based on customer demands, as firing employees comes with numerous challenges. At the same time, no company wants to pay an employee for sitting idle all day long.
Outsourcing technical support allows flexibility and scalability to address evolving technical support needs without direct involvement or resource management. Companies that outsource tech support don’t have to worry about staffing concerns or customer handling. IT support providers will manage sudden increments and reductions in your company’s tech support inquiries without disrupting day-to-day operations.
Focusing Human Intelligence On Core Operations
Human intelligence enriches a business with creativity, problem-solving skills, analytical reasoning, and numerous other productivity and growth capabilities.
Channeling this human intelligence towards repetitive, mundane, and tedious operations is a waste of your company’s most precious resource. Outsourcing your technical support needs will free up human intelligence to focus on core business operations that drive profitability.
What are the core demands and operations of your business? For most companies, core operations revolve around financial planning, future predictions, research and development, advertising, and market domination. Combining IT issues with core operations can prove overwhelming burdensome for entrepreneurs and their in-house teams.
It’s easy to lose sight of core business goals on days when technical support consumes the workforce’s time and energy. And losing sight of creativity and financial planning runs the risk of losing your competitive edge and consumer engagement. Developing and maintaining a competitive advantage alone demands undivided attention to stay abreast with competitors’ strategies.
Outsourcing IT support needs will allow in-house teams to focus on product development, innovation, marketing, and core advancement. Businesses grow when employees perform the activities they are trained and paid for instead of handling matters beyond their job descriptions.
Customer Satisfaction With Technical Support
Are you struggling to satisfy the increasing technical support queries with non-IT personnel? That’s a grave mistake that can compromise your public image and demotivate employees who didn’t sign up for a technical role. It’s natural for small businesses to delegate technical support to customers with basic IT skills and technical knowledge. But does this strategy work at ensuring customer satisfaction? Most definitely not!
Thanks to the devices we own and our technologies, we all have basic IT skills and technical knowledge. But it takes advanced IT knowledge and specialized skills to address technical support challenges that consumers face while accessing websites. Suppose an unskilled employee is trying to resolve a technical support query regarding online credit card payments.
In that case, the customer will catch up if the employee isn’t recommending the right solution or fumbling with vague responses.
Lack of specialized expertise to address technical support queries can undermine the credibility of your customer service. Outsourcing technical support guarantees customer satisfaction as service providers employ experienced and skilled IT personnel.
An IT support service provider will handle your customer inquiries and provide reliable support to strengthen security. IT support will help your company overcome technical hurdles and hiccups without setting up an in-house department. The service provider will offer immediate support, and your company will benefit from external advice on IT-related challenges.