4 signs it’s time to grow your customer support team through outsourcing
In our experience with building and growing support teams for Startups, whatever stage the company is at, we have noticed some themes for when is the right time to build or grow the team.
Below are our 4 key moments in a Startup’s customer support lifecycle when you need to consider outsourcing and adding to your team in order to benefit your customers, your existing team and your company.
Your existing team is stuck dealing with customer queries instead of growing your company.
You are paying a lot of money for experienced and skilled customer success managers, account managers and anyone else that will jump onto Live Chat and/or reply to tickets. These people need to be focussed on doing what they are good at; adding value and growing accounts.You have a high employee turnover rate.
You find, hire and onboard some great people but it’s not always easy to keep local customer support people happy; particularly first line. Talkr has proved that we can keep your outsourced team happy, motivated and keen to stick around for the journey.
Your support team is focussing solely on resolving issues and not benefiting your company in other ways.
Customer support has moved on from “turn it off and on again” to a more revenue driving stream of any business. They play a big role in understanding the voice of the customer, can help influence your product development and act as an easy bridge between customer and sales.
Your support metrics are beginning to slip.
As your customer base grows there are a few things that will naturally happen. Your early adopters will start to feel less love, your response and resolution times will increase and in general satisfaction will dip or plateau. This is the time when you need to understand what your metrics need to be in order to support your customers in a way that meets their needs and scale your team appropriately.
Talkr allows your team to focus on what they are good at by us doing what we are good at; building you a successful, scalable and cost-effective outsourced customer support experience.