Technical Support: five reasons to outsource it

by | Aug 2, 2018


Top-notch customer service is crucial in a B2B environment. Consumers want their problems solved as quickly as possible, but technology brings complicated issues that can’t always be solved immediately. Regardless, by the time a customer has called you, chances are that their stress levels are high and some de-escalation is required. We’ve all been that frustrated customer, we hate that feeling. Undoubtedly all we want to do is help the customer get their issue resolved.

But support agents are also limited in their knowledge. Often, the agents you speak for support are not experts in the industry. They are merely following a script and a manual or knowledge base to troubleshoot your issues. Even a tech support agent with experience in the industry may need some additional time to research the right answer. This does little to help that frustrated caller on the line. 

Simplify Tech Support

In an effort to take the hassle out of the tech support experience for everyone, many companies choose to outsource their technical support to a third party. Even though that third party may not have the knowledge to immediately resolve a customer’s issue, they usually are better equipped to remain neutral and de-escalate the situation. As a result that it allows a more rewarding experience for all involved. So today, we consider five reasons to outsource your technical support. 

1. Dedicated agents for fast response

When tech support is handled in-house, often there are long wait times before a customer even gets to talk to a live person. It may be that your support engineer is hitting some darts or is out for a walk with the office dog. With outsourced tech support, agents are quicker to answer a call and if they can’t answer immediately, they can call back much quicker. Although there may be time needed to research an answer, it goes a long way for a customer to get an immediate response.

2. Multi-channel support options

A quality, dedicated support platform will offer multiple options for customers to reach out for support. Both email and phone support are fairly standard these days. Stronger support platforms will also offer a live chat option, for an immediate connection to someone who can work toward resolution.

3. Historical data records

By sending your support requests through a dedicated provider, there will be systems in place to record the conversations. This helps tremendously, especially with more complicated cases where problems are not easy to solve or require innovative solutions. If you use a dedicated support platform it makes it easier to capture all details of the support request. This includes the ability to “merge” requests. Meaning that multiple calls about the same issue can be combined. It alleviates confusion when multiple inquiries are made about the same issue, by different people.

4. Turn questions into information

Most quality tech support platforms allow for tagging or labeling of calls. This leads to the ability to create a knowledge base about the information being shared with customers. As time goes on and more and more calls come in, the information shared with customers becomes a repository of solutions. Thus, as solutions are found, they become a quick reference for future calls about the same issues. This results in quicker solutions as prior questions and tickets become the precedent for future calls. The knowledge base builds itself.

5. Strong support empowers sales teams

When your sales teams know that they can easily get support for questions or issues that arise in the field, they are better equipped to do their job. They feel empowered to sell a product that is backed up by a team of experts who can help the customer get the results that the sales rep says they will. This provides peace of mind for your sales team, as they don’t have to have all the answers or be printing experts to sell. Their time is freed up for forward momentum and to sell!

Color Concepts encourages you to Raise your technical support Standards! Click here to go to our Supportdesk.