Support as a Service: How the Evolution of Outsourcing Can Help You Scale

Increased Bandwidth for 24/7 Service

  • After hours and weekend support. These on-demand support teams work exclusively during off-peak hours, which are usually between 5 PM and 9 AM in your local timezone. This window also includes weekends and holiday hours. On-demand weekend support teams tend to be popular with eCommerce clients and marketplace platforms.
  • Fully-integrated customer support teams. Research shows that the cost to onboard the average employee is upwards of $12,500. The hiring process can also be slow. So for many organizations, a fully-integrated customer support team is an effective way to increase bandwidth quickly. These on-demand support teams are available during your normal business hours and split tickets with your on-site staff, which we’ve found can handle anywhere between 50–80% of customer inquiries.
  • 24/7 customer support. Manly Bands, whose founders were still handling most customer support tickets themselves, leveraged a Support as a Service team of agents to take this off of their plates. These are typically spread across centers in four to five locations, ensuring that coverage is available in all timezones. Agents in each location are trained to support multiple clients’ customer bases at the same time and give companies a reliable Tier 1 service functions. For the founders of Manly Bands, this reduced their hands-on customer service time by 90%.
  • Hybrid setups. Hybrid setups are a combination of each of the previous three support options that we discussed. These are particularly useful options when you need to ramp up support functions during busy holiday seasons.

Increased Customer Happiness

Increased Employee Engagement

Final Thoughts

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