Should You Outsource Your Tech Support?

Should You Outsource Your Tech Support?

Should You Outsource Your Tech Support?

Business process outsourcing (BPO) has existed in some form or another since the late 1970s, but in recent years it has exploded in popularity, especially within the tech industry. We’ll take a closer look at what this would involve, to help you decide if this form of BPO is for you. We’ll also look at its pros and cons to help you make a more informed decision.

What Does BPO Mean?

BPO, short for business process outsourcing, is a broad term that covers many different forms of third-party help with everything from tech support to accounting and research for eCommerce and SaaS companies. The main benefit of BPO services is access to outside help to maintain redundant tasks within your business that you might not otherwise have. Depending on your business’s needs, it may be easier and more cost-effective to outsource some areas than it would be to hire an in-house team.

What Is Outsourcing?

Outsourcing is when a company assigns specific business functions or departments to external providers, like SupportZebra. For example, if your business is struggling with call volumes and you don’t have enough people to take them all, you can outsource some of these calls to a third-party company that specializes in call center support. In most cases, you don’t actually hand over an employee or a department—you just pay for access to a service through a contract.

What Is Tech Support BPO?

BPO (business process outsourcing) is a way for business owners to bring in outside help to handle specific processes, which frees up internal resources and gives them more time to focus on other areas of their eCommerce or SaaS company. In terms of technical support, that can mean bringing in an experienced BPO firm to take over your service desk or your IT department—either as a complete replacement or as a supplement.

Why Choose Tech Support BPO?

Every eCommerce or SaaS business is different, and even if you’re 100% confident that it makes sense for you to outsource your tech support, there are still some important factors to consider before signing on any dotted lines. For starters, if you’re very hands-on when it comes to technology (and thus use lots of technical tools in your day-to-day work), working with an outsourced team might be a challenge. Or maybe you have specific guidelines about how touchpoints must be handled.

Whatever your reasons may be, make sure they fit into the pros of outsourcing rather than hindering them. At SupportZebra, we make every effort to custom tailor your needs with our highly trained agents so to create a seamless experience for you and your customers. In other words, let us do what we do best – provide you with top-quality customer service – so that you can focus on doing what YOU do best!

If your customer achieves success with your products, they will reward you with loyalty. To learn more about customer support teams that can maximize long-term customer value and recurring revenue for your business, download our guide to outsourcing your customer success program:

Related Posts