How You Can Save on Customer Support Costs
Posted by Neha Gupta on April 6th, 2018
Providing above par customer support has been recognized as a crucial aspect of running any successful business. When you provide your customers with good customer support, you have a greater chance of retaining them. In a competitive business environment like today’s, good customer support gives your organization a much-needed edge. Since acquiring new customers is an expensive and time-consuming ordeal, more and more companies are putting more focus on their customer retention efforts with customer support being on top of their list.
Companies want to focus on customer support but they do not want to spend a lot of their working capital on this function. So, how can your business provide excellent customer support/customer service and still save on your operating costs? Read on to know exactly how.
Self-help is the Best Help
The role of automation in business today cannot be ignored. The same goes for customer support. The truth is that if most people can solve their various service related issues themselves, they would never really bother calling your company. That is why your company’s website should have an FAQ page where customers can get answers to common issues that may occur with your service.
If you provide a technical service or sell a technical product, you need to have a self-help section on your site too. In this section of the website, you should have step by step guides that contain troubleshooting procedures for different technical issues that your existing customers are facing. If your customers have this option, they would much rather use it than call your support number. Even if they do want to call you, chances are that these steps would be able to resolve their issues so it would be a moot point.
Learn From the Feedback and Adapt
If you get complaints from your customer repeatedly regarding the same issues, its time you did something about it. That is the best way to reduce the number of support calls your team receives daily. No matter how good your customer service becomes, if your service is horrible, you are going to lose customers. So, why not help your hard-working support team out by improving the service.
There was a time where companies selling sub-par services or products were able to make a profit because of low competition. When customers have no other alternative, they would settle for such companies back then. The situation has changed a lot now. As stated in the beginning of this post, competition in the service world has never been higher. Customers have so many options that you have no other choice but to improve upon your shortcomings.
Outsource Your Support Team
Outsourcing allows businesses to focus on their core tasks and let other companies that have well trained and experienced staff members handle their various non-core tasks. Outsourcing helps reduce the cost of operations for your business while helping you provide excellent customer support. This is possible because your company’s staff may be proficient in their various tasks but not in customer support.
When you outsource your call center services to a company providing BPO services in India, you get access to well-trained staff, experienced in providing customer support via various different channels including voice, chat, email and social media. The less of your time is spent focusing on customer support, more you can focus on improving your services. All the while reducing your customer support costs.
Managing an in-house customer support team is always more expensive than outsourcing. There are several expenditures involved when you have an in-house team. Outsource your customer support functions to avoid all the added expenditure.
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About the AuthorNeha Gupta
Joined: July 30th, 2016
Articles Posted: 40
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