In this digital era, almost every single human being has access to technology. However, not everyone has the savviness to use and troubleshoot the devices and digital tools they have. And almost every day, customers encounter technical problems. Who can they ask for help?
This is where the role of technical support representatives comes in. Every tech company is expected to have a dedicated team for this function; however, there may come a time when technical complaints from customers reach high volumes. Who can companies ask for help?
When the load becomes too much for the in-house team to handle, technical support outsourcing saves the day. Read on to discover what it is and the advantages it can offer your organization and your customers.
What is technical support outsourcing?
Technical support outsourcing is a business strategy of hiring a third-party organization to provide tech assistance for a company and its customers. These technical services often comprise troubleshooting a company’s product.
The core of outsourcing aims to support organizations through onshoring, nearshoring, or offshoring strategies. Businesses turn to technical support outsourcing to provide high-quality customer service at a very smart price.
In the next section, we discuss the competitive gains you can expect when you decide to outsource your technical support to a third-party service provider.
How can technical support outsourcing help your business?
Technical support roles mainly focus on providing instructional and troubleshooting assistance to resolve customers’ technical problems. These can range from device malfunction and connection issues to troubleshooting difficulties.
Since this area of support requires deep product knowledge and technical skills, representatives should be able to deliver help in the simplest and most-efficient way possible. To ensure this, a lot of organizations opt to outsource.
Here’s how technical support outsourcing can help your business:
The best-performing technical engineers
Outsourcing companies follow a rigorous process of screening and hiring only the most qualified support technicians in the field. These companies require their support techs to undergo intensive training and have certification.
Your external provider would only staff your organization with technicians with insightful knowledge on how a product works. This way, your support team would be able to cater to customers’ issues more accurately.
Easy access to the most up-to-date technology
This is one of the top reasons why businesses outsource their technical support functions. All organizations need the latest technology to automate their processes, and outsourcing companies can provide these to businesses of all sizes.
Outsourcing technical support services to a third-party service provider also enables companies to provide the fastest technical assistance. As a result, it can elevate customer satisfaction and loyalty as the company delivers quick and convenient transactions every time.
More opportunities to scale
Since technical support is also a part of the customer service line, you’ll never know how high or low the volume of customer complaints will be. There could be a period where there’s a very high volume of requests, and your workforce is stretched on tasks.
For them to provide a high-quality service, you must scale operations up and allot the right support headcount to cater to customers. So, once the demand winds down, it would be easier for you to scale down.
The great thing about outsourcing is that you can easily determine if you’ll need to scale your technical support team up or down. It’s because even outsourced employees are taken care of by the right provider.
Effective cost reduction
The most remarkable reason organizations outsource is to have financial independence while still producing a high-quality level of performance.
Outsourcing offers low-cost support services because the outsourced staff has lower labor costs than in-house staff. At the same time, it’s expensive to buy your own software and tools needed to deliver technical assistance.
All of these can add up to hundreds of thousands of dollars a year. But when you outsource your technical support, not only will you be able to estimate your expenses, but you can actually lower them.
You can save at least 30% on total costs compared to hiring your own staff and buying your equipment.
Technical support outsourcing: The way to go
Businesses of all sizes and in every industry have turned to technical support outsourcing as the most strategic, cost-effective, and high-quality solution to deliver the best tech assistance needed by customers.
The number of digital users increases every day. New technologies are there to be made, and users deserve to get the support that they need from the businesses they patronize. In order for businesses to do that, technical support outsourcing plays a critical part.
As businesses aim to deliver the best customer experience, they should also team up with the right outsourcing provider to translate their goals into reality.
