Things to Outsource: Customer Service
Things to outsource is an endless list of possibilities.
Outsourcing is the key to the success of many online entrepreneurs. It’s a cost-effective means of taking advantage of the skill-set of a wide range of experts without the need to hire them full-time. Thus, it not only saves time since you don’t have to learn how to perform various tasks you need in your business but it also allows you to grow your business.
What is Outsourcing?
The concept of outsourcing is simple. It refers to a business (you) contracting the services of a professional. It’s the same idea as hiring a contractor to fix your roof. You need your roof fixed and you don’t have the skills or the time to do it so you hire the services of a professional to perform the task for you.
The focus of this article will be why you should outsource customer service. This is an area of your business that tends to stay on the backburner when you think about outsourcing. Customer service is a vital area of your business and should be treated as such.
You want happy customers, right? A happy customer is likely to be a repeat customer.
The Benefits of Outsourcing Customer Service
As mentioned above, you want to keep your clients and customers happy. If they aren’t able to access a program they just bought, they won’t be happy!
Saves You Time
Having a layer between you and your client with a help desk is a good thing. You won’t have to manage the daily questions or problems, ultimately saving you time. Plus, they get their questions answered in a timely manner.
Elevates Your Status
There’s a shift in perception when a client or customer realizes you have a team supporting the business. They feel confident that you must really know what you’re doing if you have support people in place. (By the way, if your team is you and your VA, that’s okay. Your VA can handle a variety of tasks, including a customer service desk.)
Shows Your Clients that You Care
Having a customer service desk will signal to the client or customer that they matter to you. After all, the customer service desk is all about them. It ensures that if they run into a problem, you’ve got them covered.
Tightens Your Sales/Onboarding Process for Success
Developing your support desk begins with knowing the potential problems a client or customer may encounter when doing business with you. Knowing ahead of time gives you a wealth of information about the client’s journey through the sales process. Ideally, you want to avoid the problem before it is their problem.
Pay attention to the different questions and issues your clients have had in the past in the onboarding process. Identify how you can design your program or product to eliminate that issue from happening. However, you can’t predict everything. That’s where troubleshooting assistance comes in and this is where your support desk comes in.
The Top 5 Reasons to Outsource Customer Service
So, there you have it!
When it comes to things to outsource, selecting the areas in your business that make you money should be on your criteria list. Customer service is one of them. After reading this article, you should understand why customer service matters for the growth and longevity of your business.
Do you think an FAQ page substitutes the need for customer service?
If you said, "Yes," you are wrong!
FAQ pages are useful on the front-end or as general instructions in the onboarding process. FAQs are a good start, but not the only solution.
Think about it. Have you experienced purchasing something, only to have a problem or question that isn't found on the website or onboarding process?
Wouldn't it be nice if a support desk could have helped you out before getting frustrated? Automated FAQs are a great feature to have, however they don't always offer all of the solutions for problems.
If you have found this article helpful, let us know, and please share it 🙂
We would love to hear about your experience with outsourcing a customer service desk. Share the experience with outsourcing below in the comments ~ thanks!
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Founded by David Perdew over 15 years ago, he recently retired and his daughter, Jen Perdew, who has been working at NAMS since 2011 purchased the business.
Jen is now the President and CEO of NAMS and comes from a customer service, operations, and employee training background.
Jen has always loved digging in and getting her hands dirty with automation and coaching. Jen's an implementer and focuses on moving her clients as quickly as possible down the path to success. and has since taken over most of the technical training in the business. NAMS is one of the most successful online communities today, specializing in training and proprietary productivity software tools.