Would you consider outsourcing your customer support/service ?

Preston Long
3 replies
Yes
No

Replies

Founder & CEO, Hustle Crew
I guess it depends on the kind of company I was running but probably not, I would want the team dealing with customers to sit in house and be as close to others as possible. Product, relationship management and strategy functions, etc.
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Founder and CEO at Paper.Trade
Sounds too risky to me. Sorry, but no
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Entrepreneur on Round 2 (1st exit IPO)
Definitely yes providing product is mature enough, and there is a solid framework around the outsourcing (e.g. outsource level 0, keep levels 1 and 2 in-house, have a script ran and tested for Level 0 staff, conduct masked testing, run trainings at least twice a year, run satisfaction surveys with customers, have crystal-clear conditions for elevations to L1 and L2 and last but not least very clear KPIs - waiting time, average call duration etc.). Under these conditions, it is perfectly doable to outsource. We have done it on our previous startup and it worked a charm. Like anything else, to get it right there is a fair bit of involvement and hard work from the outset with constant evaluation. But done right, there can be significant benefits (24/7 availability, multiple languages, lower cost).
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