- In a survey by Bain & Company, it was found that customers who had a positive experience with a company were more likely to spend 140% more than those who had a negative experience.
- According to a study by Zendesk, 88% of customers are influenced by online reviews when making a purchase, and customers are more likely to leave a review after a positive experience than a negative one.
- A study by NewVoiceMedia found that businesses lose $75 billion annually due to poor customer service, while a study by Oracle found that 89% of customers have stopped doing business with a company after experiencing poor customer service.
What are the benefits of outsourcing Customer Service
Outsourcing customer support is a popular option for businesses looking to reduce costs and improve efficiency. While some companies may hesitate to outsource such a critical function, outsourcing customer support can provide several benefits that can positively impact a business. Here are a few reasons why outsourcing customer support may benefit your business:
Cost Savings: Outsourcing customer support can save a business a significant amount of money. Instead of hiring an in-house team of customer support representatives, businesses can outsource to a third-party provider who can handle customer support needs at a lower cost. Additionally, outsourcing eliminates the need for expensive infrastructure, technology, and training, as these are typically provided by the outsourcing provider.
Scalability: Outsourcing customer support can also provide businesses with scalability. As businesses grow, their customer support needs will also increase. Outsourcing providers can easily handle fluctuations in call volume and expand or contract services as needed, providing businesses with greater flexibility and agility.
Expertise: Outsourcing providers typically have extensive experience in customer support and can provide businesses with access to a wide range of expertise. These providers often have dedicated teams of professionals with specialized knowledge and training in customer support, which can help businesses to deliver high-quality support to their customers.
Increased Availability: Outsourcing customer support can also provide businesses with increased availability. Outsourcing providers can typically offer 24/7 customer support services, ensuring that customers are always able to receive assistance when they need it. This can be especially beneficial for businesses with a global customer base or those in industries with high demand for customer support.
Improved Focus: Outsourcing customer support can also allow businesses to focus on their core competencies. By outsourcing customer support, businesses can free up resources and focus on their primary goals, such as product development or marketing. This can ultimately lead to improved business performance and growth.
In conclusion, outsourcing customer support can provide several benefits to businesses, including cost savings, scalability, access to expertise, increased availability, and improved focus. While there are potential risks associated with outsourcing, such as communication issues or loss of control, careful selection of an outsourcing provider and effective management can mitigate these risks. Overall, outsourcing customer support can be a viable option for businesses looking to improve efficiency and reduce costs while maintaining high-quality customer support services.
Risks of outsourcing Customer Service