There are many benefits of outsourcing customer service for small businesses, but let’s start from the beginning. You have launched your amazing new biz, you want it to do well, you want a good rep, and you want your customers to be advocates as they spread the word to their friends and their families.
One of the goals you’ve set for yourself is to provide an outstanding and satisfying customer experience. However, money is tight, want to keep costs low while maintaining a competitive advantage. So what do you do? You look at outsourcing to save you time and money. Great idea!
Related post: Why great customer service is important
When people talk about outsourcing customer service, they often envision big call centres such as Teleperformance or overseas call centres. However, the reality is that many companies can now offer better customer service through the use of Freelancers. Freelancer can be flexible and incredibly supportive for up and coming new businesses. People believe that customer service outsourcing is a strategy aimed at Fortune 500 businesses. That is no longer the case today.
Even for a small business owner, outsourcing customer service is a feasible option. It saves them time and helps them focus on their core business. If you can no longer keep up with answering your emails and direct messages within 24 hours, it is probably time to consider outsourcing.
Some of us may be reluctant to allow someone else to answer our emails and direct messages. But, if you are too busy to answer them within 24 hours, then it’s time to make the change.
Outsource customer service will ensure that you have the support in place to answer your emails in a professional and timely manner. Providing better customer service and a higher conversion rate for orders.
If your staff members are not trained and equipped to handle customer service emails, they might not perform their duties effectively. This could mean that your organisation is not able to provide its customers with the best possible service. By outsourcing with a freelancer, you guarantee that they are passionate about their customer service delivery and will provide the highest standards to your customers.
Although in-house agents usually mean well, inexperienced agents can cost you customers and even referrals, which can ultimately hurt your revenue and ability to compete with other companies.
By outsourcing with a freelancer, you can build a 1-1 relationship with your agent. When outsourcing with a call centre, you rarely get to speak with your agents who are actually handling your emails and responding to your customers. With a freelancer, you can bounce ideas off each other, and they become a member of your team, treating your business as their own.
According to Crunch.co.uk, if you were to employ an in-house staff member, this would cost you a minimum of £17,756 per year, and that is before equipment and overheads. This would probably be hiring someone straight out of college to support your business. If you are just starting and don’t have many emails and direct messages to answer, hiring a freelancer may be the right choice. Outsourcing with a freelancer saves you time and money without compromising quality.
You won’t have to pay for:
Getting the right equipment can be expensive, especially for a small business. By working with a company with experience in this field, you can rest assured that your investment is being made for the best possible results. A customer service freelancer will know the best tools to use for your business, now and in the future. Streamlining your processes and customer services is imperative for growth and, at times, can be neglected.
There are plenty of things that you might not know about starting a business. Examples of these could be how to provide excellent customer service and building brand loyalty, or growing your online social media presence. It is important to hire someone who has the experience and knowledge within the departments you are finding hard to grasp.
One of the best things about hiring a freelancer to help support your business growth is that it provides you with valuable time to focus on other business areas. Whether the tasks are meeting clients, getting your expenses up together, working on your next upcoming product release, making public appearances or spending time engaging with your audience. A freelancer provides you the time to focus on other important things.
When you outsource customer service emails with a freelancer, you should look for a freelancer with a good reputation. They should have a wide range of skills and packages you can choose from to help your business perform and grow at its best.
LDigital has all of that and more. Contact me today and see how I can help your business not just meet but exceed its customer service potential.
I look forward to hearing all about your business & typically respond within 24 hours.