technical support outsourcing

Is Technical Support Outsourcing Right for You? Here’s What You Need to Consider.

Customer Service 4 min read

It’s easy to get caught up in the whirlwind of your business. There are just too many things that need your attention. Finances, marketing, customer service, and the list just goes on and on. Still, giving value to customers is the main priority—and this is where technical support comes in.

Thankfully, technical support outsourcing exists as an option for businesses that want to offload this part of the business.

What is outsourced technical support?

Technical support outsourcing is hiring an external company to manage your technical support. This includes answering inquiries from customers and troubleshooting issues.

Basically, when you choose to outsource your technical support, you’re choosing to contract a company instead of hiring new team members.

5 benefits of outsourced technical support

So, the big question is: is outsourced technical support really that different from in-house support? 

What are the main pros of outsourcing technical support instead of building an in-house team?

Reduces operational costs

When you decide to build your in-house team, you need to allot resources for recruiting, interviewing, onboarding, training, and development. Budget is just one thing—making your own team will require a lot of effort and time as a business owner. 

Outsourcing can help you cut at least 70% of labor costs. Aside from significantly cutting down costs, outsourcing also increases the efficiency of your operations. 

You no longer have to go through the motions of building a training plan, training your team, and overseeing their performance on a daily basis. An outsourced technical support team already has these systems in place, so you don’t need to worry about micromanaging them.

In short, outsourcing leads to fewer costs and faster processes. 

Access to the latest technology-powered solutions

An outsourced technical support team usually already has its own tools and state-of-the-art technology to manage simultaneous tasks across multiple channels. This is also why they are able to automate some repetitive tasks and processes.

Technical support powered by the latest tech can provide fast assistance, which will lead to a boost in customer satisfaction and loyalty.

Ability to provide round-the-clock support

For businesses with customers all over the world, office hours can be confusing. If your technical support is purely in-house, they’re probably servicing only one-time zone.

Outsourcing technical support means you can provide 24/7 access to your help desk and customer support. Outsourced teams usually work in shifts to ensure that there is always someone on standby. 
Recently, 24/7 chat support has gained popularity for its availability, accessibility, and speed.

Capacity to scale up and down easily as needed

Building and managing your own technical support team is one thing. Scaling the team as needed is another. 

To illustrate, Black Friday and Cyber Monday would definitely have a bigger need for technical support compared to summer. 

When you outsource your technical support, you won’t need to worry about the process of scaling up or down depending on the volume of queries your business is receiving. If there is an increase in volume, the outsourced company will handle hiring and training additional staff

Access to top global talent

Outsourced technical support can come from literally anywhere in the world so you can work with the best even if they’re not in the same country as your business. This is very useful, especially for businesses that have customers from all over the world and who might need multilingual support agents.

Should you or should you not outsource technical support?

While technical support outsourcing does have a plethora of benefits, it may not be the right fit for every company.

Here’s a quick guide on when you should or should not outsource:

Outsourced technical support is a go if:

  • Your business has standard responses per issue
  • You have a lot of repetitive tasks day in and day out
  • Customers encounter the same issues and if these same issues have the same solutions

Do not outsource technical support if:

  • Technical issues or challenges require custom or tailored solutions
  • Dealing with customer issues require specific knowledge and expertise

Ready to move forward with outsourced technical support?

Outsourced technical support is only getting better—with state-of-the-art tools and access to global manpower. 

Plus, the process doesn’t have to be complicated. LTVplus provides custom technical support solutions so you can focus on your core business instead of handling hiring, training, execution, and monitoring. 

Schedule a free consultation to learn more about the available outsourced technical support solutions for your business.

Need a dedicated customer experience team ready to support your brand?

Book a consultation with us and we’ll get you set up.

Freelance Content Writer. She is passionate about creating content that provides value and impacts businesses. You can read more of her work at reginaongkiko.com. She loves getting her inspiration and ideas from the great outdoors.

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