You’re dedicated to making life easier for your customers, and providing great customer service.
So, you offer plenty of resources for your customers to turn to when they’re having issues with your product – help features and tutorials in your software, a dedicated knowledge base with hundreds of articles and FAQs, video tutorials and blog content – and even product documentation for developers and more technical professionals.
But you still get calls every day from customers who need more support and clarification – despite all of your efforts to make your product intuitive. And this has led you to contemplate whether or not outsourcing technical support may be worth your while – and a good solution to this ongoing issue.
Not sure? Wondering if it’s really worth it to hire a technical support service and a call center to help your customers with their issues? In this guide, AnswerFirst will help you understand all of the benefits of investing in a technical support service, and help you solve this issue, once and for all.
In this post, we’ll provide 5 major reasons why investing in a technical support service is a good idea for companies of any size. Let’s get into it!
1. Connect with Your Customers
Some customers may wish to interact with your business exclusively through your website, chatbots, email, customer support tickets, and other such online communication methods. These have a number of advantages – so you should be using them in your business too – but there are always going to be some customers who want to interact directly with a human being.
Why? Because, although customers who are tech-savvy, patient, or love troubleshooting products or software will be willing to go to great lengths to figure out their problem on their own, and may find satisfaction from doing so, you still want to provide all of your customers with the option to talk to a real human being. This allows you to provide a final “last resort” customer support option, which your customers can use if they are struggling to use your product or service, and they can’t find their answers online.
In addition, if you allow your customers to connect with a person directly, they’ll be able to connect with your brand on a deeper level – and get a more personalized, customized service experience. If you can ensure that your team of customer service professionals focuses on a positive experience, and your interaction with a customer goes well, they will feel like they’ve truly been taken care of.
This will increase their brand loyalty, and make them more likely to continue using your products. In contrast, if they try to contact a real support person, and they just go through an endless cycle of “robo-answering” and sending in online support tickets, and never get to talk directly to a real person, they may become more dissatisfied – and stop using your products or services altogether.
This is important because word of mouth is still one of the best ways you can market your business – so if you’re able to satisfy your customers and keep them happy, they’ll share good things about your company. The opposite is also true, though – unhappy customers tend to be loud. So make sure you have the right systems in place, like a technical support service, to make sure that you can serve customers of all types. Doing so will help you outpace the competition, and increase customer satisfaction with your products and services. We call that a win-win!
2. Boost Sales
As mentioned above, word-of-mouth-marketing is a powerful way to boost the reputation of your business – and it can allow you to boost sales, as new customers will be influenced by those who have had a positive user experience.
How much of a difference can it make? Let’s take a look at just a few word-of-mouth marketing statistics that show the power of great service when it comes to boosting sales and business growth, based on this collection of statistics by BigCommerce.
- 92% of people believe suggestions from family and friends more than advertising. By impressing a single customer, you can easily get more recommendations and attention from their network of friends and family members – which can enhance sales.
- A 10% increase in word-of-mouth attention (both online and offline) translated into a sales boost of between 0.2-1.5% – meaning that, if you can manage to provide a stellar customer experience and impress your customers, this can translate directly into enhanced sales and revenue!
- A 5% increase in customer retention can boost a company’s profitability by 75%. In other words, you aren’t just trying to impress your current customers because they’ll share their experience with others – you’re also trying to keep them around! And if you do so, you’ll have a lower customer “churn” rate, and you’ll also benefit from better brand loyalty.
- 85% of consumers trust online reviews and ratings as much as they trust personal recommendations from family, friends and colleagues. This means that maintaining happy customers (and getting good reviews) is very important for your word-of-mouth marketing strategy, and your sales!
This is really just the tip of the iceberg – but we think you get the point. Basically, by impressing both new and returning customers with a great technical support service, and helping them resolve their issues quickly and easily, you’ll be able to market your company more effectively – and enjoy higher levels of brand loyalty and sales.
3. Exceed Customers’ Expectations
Exceeding the expectations of customers is always a good thing – and this means you have a great chance to go above and beyond, especially if your competitors are not using a technical support service or a dedicated customer service line. Your customers are more likely to share information about your company if they have had a great experience, and the entire process of getting support has been smooth.
Whenever customers speak to your call center representatives, you have an opportunity to exceed their expectations, and resolve their issue with fast and friendly service.
However, this does not happen automatically. You need to partner with the right technical support service, train your IT help desk employees well, and make sure they understand the proper way to interact with customers – patience, friendliness, and care are key. If you don’t work with the right call center company, you may not be able to offer the best possible service for your customers.
By exceeding your customer’s expectations, you can make sure you retain them as a customer – even if they were calling because they were angry and wanted to complain about your product. The right team of customer service representatives can calm down angry customers, provide them with great service, and leave them happy and satisfied with how their issue was resolved.
4. Assistance with Product Development
Even angry customers can help your business – and, in fact, they can be a very big help for you, as you continue to iterate on your product or service, and make it better. Yes, angry customers can help with product development!
How? Think about it! Whenever a customer calls in with a question about how to use your product, complains about an issue they keep facing, or even compliments your service or product, you can use this feedback to make your products even better.
As an example, let’s say that you’re part of a small software company. You just released one of the latest versions of your software, and you’ve started to get a few calls about a glitch that can happen, where the customer’s mouse cursor can disappear and won’t come back, unless they restart their computer.
Your customers are, understandably, not too happy about that – because it’s an inconvenience when they’re working and using your product. And, of course, your technical support team helps them resolve the issue. But, in addition to that, your technical support team also asks questions about the problem itself. Were other programs running? What operating system is being used? What computer are you running the software on?
After getting a few of these calls, you’re able to narrow down the cause of the bug. Then, using the information gathered from your customer support team, you ask your developers to track it down – and squash it before the latest software release. Then, the system is patched, and the bug is fixed for your customers.
In this example, if you didn’t have a technical support service, it may have been much more difficult to get to the root of the problem – because you may not have had a consistent way to report it to the rest of your staff. But, because you invested in the proper technical support service, you were able to solve the issues for your current customers, and ensure that it does not recur for future customers.
Of course, you may not work in a software company. But the same principles apply to any business. By listening to your customers and making sure you learn everything you can about their issue, you can do everything in your power to solve the problem – both for them, and for all of your other customers, through future product development efforts.
5. Provide Peace of Mind
Finally, a technical support service can provide you, as a business owner or executive, with great peace of mind. Why?
Well, if you don’t have a technical support service or call center, chances are that either you or someone else in your office is handling support tickets and queries – and they’re probably overloaded with work.
Responding to customer service issues is a full-time job – not just something you can add to another employee’s duties or responsibilities. Unless you work at a very small startup, the demand for customer support will quickly outpace what you can provide in-house.
But with a technical support service, this is no longer the case. You now have a professional, expandable, and flexible team of support employees who can speak to customers, address their issues and concerns, and provide resolutions – no matter how severe the problem is.
And if you choose the right call center partner, it will be easy to train your workers and make sure they understand your products and services, and can provide a great experience to your customers.
Best of all, you can easily add more workers and staff as you need them, and your company continues to grow. Doing so is easy, and allows you to quickly get more support if your business is growing more quickly than you anticipated.
For all of these reasons, a technical support service can give you powerful peace of mind. You’ll know that you have the right workers in place to help your customers with their problems, which helps enhance the reputation of your company, and keeps your day-to-day work stress-free.
Invest in Technical Support Service Today
As you can see from these 5 reasons (and there are many others) investing in a proper technical support team is absolutely worth the investment.
If you choose to enhance your business with a technical support team, you’ll be able to increase the flexibility of your own team of employees, provide a better customer experience, add more workers whenever you need them, improve your products – we could go on and on.
Of course, you’ll only get these benefits if you work with an experienced, outsourced technical support service company like AnswerFirst. We’re leaders in the industry, and we can offer high-quality, 24/7 support for all of your business needs.
We’re 100% U.S. based, with no overseas call centers. Our team of technical support professionals is always ready to help your business, and we’re dedicated to your success. If you’d like to learn more, please feel free to visit our website right away, and learn more about what we do.