Support As A Service For Your Company: Full Guidance And Useful Tips

Published on: 16 April 2021 Last Updated on: 30 December 2024

Customer support is a powerful thing that can help your business to grow. Customers pay attention to how quickly and effectively you respond to their requests and what information you provide.

For example, according to McKinsey, 70% of customers measure their experience based on customer service level.

If the company is not ready to provide good customer service, it’s better to find other solutions than to lose customers. And one of these solutions is called support as a service.

Support as a service: what is it

Briefly, it means outsourcing customer support functions. Let’s imagine that you are managing a middle-sized company and are going to organize customer support. What options do you have?

At least two. First, you may build a customer support department inside the company. Second, you may hire an outsourced customer service responsible for clients’ communications and requests.

What choice is better? You may pick up any of these options considering available financial, human, physical, and other resources. Let’s compare the main pros and cons of both decisions.

An in-house customer support department-

Pros:

The customer support team is fully involved in all processes.
You hire every team member.
You may manage everything on your own.
The success of your external communications with the customers is in your own hands.

Cons:

It’s pretty expensive (needed equipment and installation may cost thousands of dollars).
You pay customer agents for the whole working day and not for the number of calls.
You are not flexible and can’t change the whole customer department in case something doesn’t work.

An outsourced customer support team-

Pros:

You may choose from a variety of different providers unless you find an appropriate one.
You may influence all processes that take place inside an outsourced team.
You should not think about any technical aspects of customer support.
You pay only for the delivered service.
You free up a lot of resources inside the company and use them for more critical tasks.
Your customer service team may speak different languages.

Cons:

It’s possible to get poor service because not all providers guarantee good quality.
Sometimes you may experience issues, misunderstandings, and mistakes.
Your customers may not be satisfied.

Related Reads: Making Sure You’re SOX Compliant

Support as a service: who uses it

During the last five years, support as a service became widespread among different businesses. This model has a lot in common with another approach called SaaS (software as a service) or providing cloud software solutions on demand. Support as a service is popular in:

E-commerce:

People like shopping online (especially now, during pandemic times). They also want to choose goods on the weekend or late in the evening after work. So, customer support has to be ready to provide customers with the required information at any time. In these circumstances, an outsourced customer support team is the best option for businesses.

Tech and finance business:

Hiring a customer support agent with the relevant tech or software experience may last for several months. It’s a lot, taking into account that the company loses money during this time. Professional support as a service provider knows how to find required team members fast and effectively.

Season businesses:

Before Christmas or summer months, some companies experience an increasing number of customers’ requests. As a result, their internal customer support departments cannot handle all questions and answer them quickly. An outsourced customer support team on demand may solve this issue and take over part of requests only for a limited time.

Available services-

Another essential question is what exact services an outsourced customer support team may provide. In general, all normal functions of customer support.

Calls:

According to Zendesk, more than 50% of customers prefer to use phones for communication with the brands. That means that voice customer support plays a significant role in building a positive customer experience.

Emails:

Letters are an excellent alternative to calls. They allow sharing more detailed information with customers. But for better results and effectiveness, you should establish special rules on how soon customer agents have to answer letters, tone of voice to use, etc.

Live Chats:

If your company works with millennials and young generations, think of using modern communication tools like live chat or messengers. According to Statista, live chat has growing popularity in almost all industries.

Support as a service: how to start

Here is a checklist of everything you need to do to start collaborating with an outsourced customer support company.

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Why Your Business Needs Call Center Tracking

Customer service is the cornerstone of your business's success. It's also the key to keeping the customers you already have. In fact, companies with a thought-out customer service approach enjoy a 92% retention rate. If the bulk of your customer service efforts is in the hands of a call center, it's important you make this operation as efficient as possible. To do this, you need detailed information about what's going on behind the scenes. Utilizing call center tracking is the best way to get this data. Implementing call center tracking software will help show you where improvements need to be made. The result is a better customer experience. Monitoring your call center can help your business in a number of ways. Read on to learn more! 1. Understand Your Revenue and ROI: Knowing what products and services are driving revenue is important for any business. It allows you to make decisions about future products and improve ones that aren't doing so well. By tracking your call center, you know what customers are more excited about and what they find troublesome about your products. You'll be able to see the source of each call to get a better grasp on exactly where most of your profit is coming from. This data will also help you understand what your return on investment is for the marketing campaigns you're creating for each product. Where your calls are coming from clues you into which advertising channels are working. Tracking call center metrics makes all this very easy. Detailed reports from your tracking software will lay all this out in an easy-to-read manner. 2. Measure Adherence to Scheduling: A huge benefit of tracking your call center is a better understanding of the KPI (key performance indicator) of your customer service reps. This information will help you streamline your call center scheduling. You may be asking yourself how this works. Well, you can monitor inbound and outbound calls, the average length of calls, and the location of inbound callers. All this helps you improve in-house scheduling and reduce the chance of calls going unattended. You'll also be able to measure the productivity of each rep. You'll then know if your call center isn't robust enough and if certain employees are causing bottlenecks. All this information helps call center managers create a more well-oiled, effective operation. It also greatly helps with optimal shift scheduling so customers are more efficiently serviced. 3. Refine Marketing Strategies: Detailed call monitoring provides invaluable information about your customers you wouldn't otherwise have access to. Such information includes customer loyalty, purchasing trends, and who your potential customers are. Think of call center tracking as a way of becoming more familiar with your target audience. All this information allows you to make changes and strategize future marketing efforts. It can also give you some insight into which strategies you should do away with. Your marketing team can use this information to focus their efforts on the right channels. They'll also be able to better understand the strengths of your products and services and emphasize them in advertising campaigns. All this will have a positive effect on your overall revenue and help maximize your ROI. 4. Recording and Routing Calls: Call center tracking software provides the capability to record calls between your reps and customers. This feature can help in a number of ways. First, you'll be able to get a firsthand account of what problems customers are having with your products and services. You'll also be able to tell which products consumers like the best and what elements of your product are the most desirable. This data will allow you to refine your product and make more informed decisions on future designs. Recording calls will also help you determine which employees need further training and which have the potential for promotion. Tracking software will also help in figuring out kinks in your routing procedures. This is important, as misrouted customer service calls can lead to a loss of existing customers. 5. Improve Your Quality of Service: One of the biggest benefits of tracking calls is the effect it can have on the quality of customer service you're providing. You'll be able to pinpoint exactly where setbacks occur in your current operation and remediate them. Find out how easy it is for callers to reach a solution to their problems. If the process is difficult, you'll need to take means to streamline it. You can also see what the average wait time is for callers. If you notice customers abandoning the call because of long delays, you know you have a problem. This is where you can use caller id reputation to filter out the callers whom you must prioritize to make the most out of the conversion. Are you seeing missed calls or routing issues? You may need to beef up your staff or reposition certain employees. You may even find that a virtual receptionist service would benefit your operation. Whatever solution is right for you, call tracking services can expose areas that need improvement. 6. Cut Down on Employee Turnover: A high turnover rate causes a loss of time and money. When you track your call center, you're able to fully understand the skill level of each employee and the overall morale of your department. You can then make changes to your training protocol. It also provides an opportunity to appropriately place employees in roles more suited to their strengths. All of this makes for a much healthier work environment. It also creates a more rewarding experience for each employee. These things are key to keeping your turnover rates low. Boost Your Customer Service with Call Center Tracking: Knowing what's working and what's not is the first step in creating the best possible customer experience for your business. Implementing call center tracking can allow you to undercover information about your operation so you can make educated improvements. Call tracking software has come a long way and now offers many features that can help you streamline your customer service process. Look into implementing it for your call center and let your customer experience evolve. For more articles that will expand your knowledge in the business world, check out our blog. Read Also: Top 4 Creative Team Building Ideas For A Call Center Industry This 2016

Eco-Conscious Insights And Innovations From Emerging Trade Show Trends

In a world increasingly attuned to the urgency of environmental sustainability, trade shows have become crucial platforms for showcasing eco-conscious insights and innovations. According to Sustainable Review, Sustainable Live London, SDG Summit, and Climate Week NYC are some of the biggest sustainability conferences and exhibitions. These exhibitions not only provide a glimpse into the future of sustainable practices but also serve as catalysts for change within industries. As we navigate the challenges of climate change, emerging trends in trade shows shed light on groundbreaking initiatives that prioritize the planet. In this article, we will explore the evolving landscape of eco-consciousness within the world of trade shows. Sustainable Materials Redefining Exhibits Trade shows are witnessing a transformative shift in booth aesthetics as sustainable materials redefine the exhibitor landscape. Gone are the days of disposable plastic and wasteful displays. Exhibitors are increasingly turning to eco-friendly alternatives like recycled cardboard, bamboo, and even mushroom-based materials to construct visually striking and environmentally responsible booths. As noted by Bis Research, mycelium-based materials have the potential to significantly contribute to the green economy and environment. They save energy and offer insulation. These materials not only reduce the overall carbon footprint of the event but also serve as powerful statements on the viability of sustainable design. From modular structures to biodegradable banners, the creative use of sustainable materials is fostering a new era of conscious exhibition design. This inspires both exhibitors and attendees to consider the ecological impact of every element in their displays. Energy-Efficient Booth Designs Innovative booth designs are taking center stage at trade shows, with a spotlight on energy efficiency. According to Exhibits Northwest, exhibitors are incorporating cutting-edge technologies such as solar panels and energy-efficient LED lighting to power their displays. As noted by the Department of Energy, LEDs consume up to 90% less energy than standard lights while lasting up to 25 times longer. This move toward sustainable energy not only minimizes the environmental impact of events but also sets a precedent for practical, eco-friendly solutions. These energy-efficient designs serve as a visual spectacle while demonstrating the feasibility and benefits of incorporating green technologies into everyday business practices. As attendees experience the visual impact of renewable energy solutions firsthand, the ripple effect is a heightened awareness of the potential for sustainable practices. Sustainable Innovation With Local Trade Shows Across the United States, locals are leading the charge in embracing sustainable innovation. Cities and states are increasingly recognizing the importance of environmental responsibility, with communities actively engaging in eco-conscious practices. From the adoption of renewable energy sources to the implementation of green building standards, the commitment to sustainability is evident. Certain cities and states have become pioneers in this movement, setting ambitious goals and implementing comprehensive plans to reduce their ecological footprint. From California's stringent emissions standards to New York's initiatives promoting green infrastructure, these regions are at the forefront of the sustainability revolution. To further champion eco-conscious practices, trade shows focused on sustainability have become a hallmark across the United States. These events serve as platforms for sharing knowledge, showcasing innovations, and fostering a nationwide dialogue on the collective journey toward a more sustainable future. Nestled in the heart of the Pacific Northwest, Portland stands as a beacon of sustainable living and innovative environmental practices. Portland's residents have long embraced a lifestyle that prioritizes nature, sustainability, and community engagement. This extends to businesses and public institutions, making the city an ideal host for events dedicated to environmental responsibility. Known for its commitment to eco-conscious urban planning, Portland has earned its reputation as one of the greenest cities in the United States. According to Green City Times, Portland has created almost 92,000 acres of green space. This includes a network of pathways and parks excellent for walking and riding. Against this backdrop of eco-awareness and forward-thinking, the Oregon Convention Center (OCC) has emerged as a cornerstone of sustainability within the city. The OCC embodies the city's values through its commitment to green building and sustainable business practices. It frequently holds trade shows with numerous eco-friendly Portland trade show displays. As we explore the OCC's dedication to sustainability, it's essential to recognize how it integrates into the broader landscape of Portland's eco-friendly initiatives. Virtual Experiences for Reduced Carbon Footprint In response to the global call for reduced carbon emissions, trade shows are embracing virtual and hybrid experiences. This evolution allows for broader participation while significantly decreasing the carbon footprint associated with travel and logistics. Virtual components include interactive online exhibits and virtual networking spaces. This enhances accessibility while underscoring the importance of adopting eco-friendly alternatives in the face of climate challenges. As industries set sail toward more sustainable event formats, the positive environmental impact becomes evident. The shift toward virtual and hybrid experiences represents a dynamic step forward, proving that connectivity and eco-consciousness can go hand in hand. Circular Economy Initiatives in Product Showcases Trade shows are becoming key battlegrounds for the promotion of circular economy principles, particularly evident in product showcases. Exhibitors are spotlighting products designed for longevity, repairability, and recyclability, challenging traditional linear production models. From electronic gadgets with easily replaceable components to fashion items made from recycled materials, the emphasis is on creating a closed-loop system. This shift not only aligns with consumer preferences for sustainable products but also compels industries to reevaluate their approach to production. With circular economy principles, trade shows are driving home the message that sustainable consumption is not just a preference but a necessity. Eco-Friendly Packaging Solutions The spotlight on sustainability extends to the very packaging that houses products exhibited at trade shows. Exhibitors are increasingly adopting eco-friendly packaging solutions that prioritize biodegradability, recyclability, and minimal environmental impact. From compostable wrapping to innovative designs that reduce excess packaging, the emphasis is on minimizing waste throughout the supply chain. This commitment not only resonates with environmentally conscious consumers but also prompts industries to rethink their packaging practices. The ripple effect is a broader shift toward a more sustainable and mindful approach to how products are presented and consumed. Collaborative Sustainability Initiatives Among Exhibitors The ethos of sustainability is thriving in trade show spaces, where exhibitors are forging collaborative initiatives to champion environmental responsibility. Shared efforts include waste reduction programs, carbon offset partnerships, and the establishment of industry-wide sustainability standards. This collaborative spirit not only amplifies the impact of individual exhibitors but also fosters a culture of environmental responsibility across diverse sectors. Exhibitors are pooling resources, sharing best practices, and collectively working toward a common goal of reducing the ecological footprint of trade shows. As this collaborative momentum grows, trade shows are no longer just platforms for individual businesses. They have become hubs for collective action toward a more sustainable and resilient future. In conclusion, trade shows are driving transformative change through eco-conscious trends. From innovative booth designs with energy-efficient technologies to virtual experiences reducing carbon footprints, the industry is evolving. Local initiatives, like Portland's commitment to sustainability and collaborative efforts among exhibitors, highlight a collective dedication to environmental responsibility. Trade exhibitions have evolved into more than just a platform for businesses. They have also become focal points for collaborative efforts toward a more sustainable future. As the industry continues to prioritize greener practices, it contributes significantly to a broader global movement for sustainable business models and conscious consumer engagement. Read Also: What Type Of Inflatables Should You Opt For At Your Business Event Getting a Return on Investment From Using a Trade Show Booth A Well-Oiled Trade Show Machine: The Ones Running the Show

4 Considerations Before Investing in an Oil Change Franchise Under 100k

With such a wide array of goods and services on the market nowadays, it’s no wonder that several types of franchises have emerged in various industries. The competitive market is already saturated with restaurants and coffee shops. If you want to invest in this type of business, think about going for an oil change franchise. Here are some factors to consider before investing a substantial amount in an oil change franchise: 1. Study the Ownership Model: Most oil change franchisors give their franchisees the freedom to develop their branches the way they want it to grow. However, it’s still best for you to determine whether the ownership model stipulated by the terms and conditions of the business will be useful for your goals and work style. When buying a franchise, you’re required to support the brand’s rules and processes from accounting to hiring and marketing. Be familiar with the regulations implemented by the leading company and consult with online resources such as franchiseknowhow.com to learn more about how franchising works. 2. Know the Franchise Costs: You won’t just be buying legal rights to use the brand name and logo for your oil change business. The franchisor may also expect you to purchase equipment from them. Fortunately, you can assess if you can pay off the business’ costs since the law has mandated corporations to present a Uniform Franchise Offering Circular (UFOC). This document provides an outline of the fees that come with the franchise. It also includes your rights and restrictions. This way, you can gauge if the franchisor’s prices are reasonable and realistic. Other costs you must consider include: Initial Payments – This franchise fee serves as a down payment to secure your spot as a franchisee. The average initial franchise cost ranges from $20,000 to $35,000 for most franchises. Royalties – Also known as ongoing franchise fees, franchisors require royalties to be paid monthly or annually. The amount depends on your agreement with the company. Typically, it can be a percentage of your gross revenue or a fixed amount such as $1000 per month. Marketing Fees – Because you’ll be part of a bigger organization, you may need to finance a common advertising or marketing fund. This money will be used for promotional efforts usually at a national level. Required Purchases of Goods – The franchisor may restrict you from buying oil from other suppliers. Check if their pricing is competitive and if you can actually get a profit if you push through with the franchise. Real Estate – If you’ll be renting a place for your franchise, include the cost in your calculations because you may need to pay for deposits before you can start your business. Legal Files – This includes the cost of insurance, licenses, permits, and other legal documents. 3. Determine How to Fund Your Franchise: One of the significant advantages of an oil investment is that it has a high return on investment. However, before you think about your profits, you need to consider how to fund your franchise first. It’s vital that you know the best sources of financial support that will help your business grow. These are a few financial options for you to start an oil change franchise: Franchisor – The main company can help you through debt financing. Franchisors often offer financing for some parts of the business instead of you shouldering the entire cost. Small Business Administration (SBA) – This agency can help you with your bank loan to jumpstart your business. Their loan programs guarantee longer repayment periods to bolster your franchise’s growth. Banks – These lenders work with the SBA to provide financial aid to small businesses. You can also use a home-equity line of credit or a second mortgage on your house, but it’s not encouraged because you risk losing your property if you can’t repay your debt. Family and Friends – The people you trust, and who believe in you, are valuable sources of funds. You can negotiate the repayment period and interest rates with them. Be sure to pay them back according to the terms you both agreed on. 4. Talk with Your Target Market: The people in your city or town probably already have a place where they have their oil changed. Don’t be discouraged, though. You can talk to prospective customers about their experience with the oil change stations in your area. Take note of their complaints on a particular shop and use those to improve your service. Conclusion: Investing in a franchise can provide you with an established brand that will be easier to market than a startup. You will also get enough support from other franchises and gain insights from them on how to facilitate the growth of your business. Consider the factors above and assess whether an oil change franchise is best suited for your goals. Read Also: What To Expect When You Become A Forex Trader 7 Growth Hacking Ideas That Will Boost Your Startup

Support As A Service For Your Company: Full Guidance And Useful Tips