Is outsourced technical support right for your business?
As a business owner you wear many hats, but at its core, your main job is to provide value to your customers’ lives.
With that comes a responsibility to help your customers if your product or service is defective, incomplete, or just plain confusing.
This is where technical support comes in.
But the reality of managing a small business is that you’re probably already wearing lots of hats—from boss to administrator to marketer. The idea of adding yet another hat to your wardrobe—no matter how cute—is the equivalent of going to the mall on Christmas Eve.
If this resonates with you, it might be worth considering outsourcing your technical support.
What is “outsourced technical support?”
As the name implies, outsourced tech support (sometimes referred to as your help desk) is the practice of hiring an outside company to do your technical support for you, answering customer questions and troubleshooting issues with your product or service.
The pros of outsourced technical support services
One of the greatest benefits of hiring a technical support company is the cost savings. Look at it this way: if you own a small to medium-sized business in a North American urban center, hiring in-house tech support can be costly. After all, you need to hire, train, and finally pay those employees a living wage. Outsourcing to a company where the cost of living is significantly cheaper means you can provide your customers with expert support at a fraction of the cost.
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Whereas your makeshift in-house “help desk” might consist of an agent taking phone calls and answering emails, a full-service outsourced tech support company uses state-of-the-art technology to help as many customers as possible, through their preferred channels, in the shortest amount of time.
If your customers are all around the world, they will want support when it’s convenient for them, not you. Keeping your tech support in-house usually means only servicing one time zone.
Outsourcing your technical support services, on the other hand, allows you to provide your customers with 24/7 access to your help desk. This way, agents either work in rotating shifts or are distributed across multiple time zones and provide a great customer experience no matter their location.
Easily scale up and down
Besides the cost associated with employing an in-house tech support team, the resources required to scale the team based on volume can be huge.
Consider this scenario: Let’s say you own a company that’s highly seasonal. The number of support employees you need during and immediately after Christmas, for example, is double what you’d need during the summer months. Outsourcing your tech support means not only offloading your customer inquiries but also the administrative duties associated with hiring and training seasonal employees.
About Plow Networks
Plow Networks is a leading IT services provider, connecting businesses to technology since 2012. With deep expertise in network, cloud, and end user support services, we partner with clients to leverage technology in ways that simplify operations and fuel growth. Plow Networks is based in Brentwood, Tennessee.