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.

Read Also:

Content Rally

Content Rally wrapped around an online publication where you can publish your own intellectuals. It is a publishing platform designed to make great stories by content creators. This is your era, your place to be online. So come forward share your views, thoughts and ideas via Content Rally.

View all posts

Online Ordering Systems Setting the Trend for Restaurants

The online ordering systems of restaurants have become very popular as restaurants have taken up the task of setting up the systems that help in serving their clients. This has increased their sales and also helped in creating traffic as they are able to reach clients who cannot make their way into the food courts. There are also applications that have been designed to make it easy for one to access the online ordering systems on their phones and laptops. The Restaurant Online Ordering System helps the restaurant in reducing the cost of marketing. There are so many ordering options that you could choose from. When beginning restaurant online ordering services, you should create a website that could make certain that your customers can learn about the restaurant. there should be a legitimate online receipt that has been set up for clients, this shows proof of payment and also the online systems should have an automated message sender that keeps the client informed. What is a Restaurant Online Ordering Systems? The Restaurant Online Ordering System should have a reliable delivery app that, effectively reports on the correct time of the availability of deliveries. They enable the customers to keep track of the delivery personnel. They should also have a server app that makes sure that they do not experience any delays and that the services provided are reliable and of high quality. The servers also ensure that all the foods on the menu are correctly represented to the customer. To know if a certain dish will do well, the restaurant can put it on the online ordering system so as to get reviews about the dish. It is very crucial for every restaurant to be able to serve its clients no matter their geographical location. Individuals do not have to make their way into the restaurant to get their orders met. The online ordering system is suitable for both small restaurants that are starting up and fully established businesses. The menu that is present at the restaurant. They should make sure that it can be edited depending on the point of sale. You can also include meals that can only be delivered and exclude the meals that cannot be delivered and that you only offer in the restaurant. This entices the clients to make a stop at the restaurant. What needs to be done from a Customer Perspective? Customers can have a profile that can be edited and show their addresses. This makes the deliveries to be done easily and effectively as they eliminate any room for error. There should be push notifications that keep the public updated on any information that regards their restaurant. The online system is able to reduce the traffic of the people in the restaurant. The order taking is faster and the table turnover time is effectively reduced. This helps improve the services that are provided. All the customer detail is represented to the restaurant. They are able to keep track of their loyal clients and also to offer discounts to their loyal clients. Read Also: The Business Advantages Of Mobile CRM Apps 6 Tips To Maximize Refrigerator Use In Your Restaurant

Fred Loya Insurance Company

The Fred Loya Insurance is known for providing pioneer safety and general car insurance services since 1947. Actually, situated in Texas, the organization serves in more than 10 locations all over the world. Striving to ensure steadfast communication and legal matters, the group is dedicated to provide best insurance services in lowest possible rates. Furthermore, Loya Insurance Company understands the value of safety amongst your family while you are on road for which you can select any plan from our affordable insurance policies. To learn more about our current insurance plans and future endeavors, you must read this article in detail. Our Services Loya Insurance Group is concerned to give its customers a hassle-free insurance policy as all of the necessary legal matters are handled by our experts. Having more than 5,200 professional employees in our 700 hundred offices, there is certainly no matter which cannot be addressed properly. Furthermore, our trusted professionals have years of experience in the relevant field and are available for your support 24/7. So, if you are in search of an easy yet effective insurance plan for your family, please do not hesitate to avail an instant free quote. Our professional car insurance agents can also prepare a customized policy to satisfy your needs and lower the expenditure needed to complete the process so that you do not get into any future problems. Most importantly, all of the policies and plans are conducted according to the state laws at Loya Insurance Company so that you can keep your family safe on road. Simple yet effective policies Furthermore, there is no requirement of your past credit history or driving records. Once you have settled with our agreement, our trained professionals will provide your best consultation. In case you are not able to visit our office, a quick auto insurance quote can also be availed through our website. There are several discounted plans for our valued customers. Just decide the coverage plan for yourself and avail instant reductions from our staff. Fred Loya Insurance locations are widespread as the company is currently operating in Arizona, Alabama, Colorado, California, Illinois, Georgia, New Mexico, Missouri, Ohio, Texan and Nevada. In case you are not able to find an office nearby, the location finder at our website can greatly help you in this regard. Instant Claims Loya Insurance Company features a huge number of dedicated professionals to assist you in the best possible manner. You can immediately contact at our emergency response numbers to file your claim by providing some essential information and your problem will be addressed as soon as possible. As customer service is our main aim, we make sure all of the liabilities and claims are handled with immediate effect. After all of the relevant investigation is completed, the final decision will be based on police reports, witness statements, scene photos, and traffic laws. Read also: Top 4 Creative Team Building Ideas For A Call Center Industry Moreover, you can also make online payments from our website by providing your policy number and relevant contact details to make your insurance plan functional. For further problems related to payment and fines, you can visit our office personally or contact our officials through the customer service helpline. Loya Insurance Company is striving to ensure ultimate general car insurance policies for its valued customers. With the lowest insurance policy rates and 100 percent claim ratio, there is surely no better safety plan available for you and your family. Furthermore, Fred Loya Insurance Locations are widespread from where you can avail every necessary information regarding the legal and recovery aspects for your insurance policy. Being a family-owned and operated insurance company, the Loya Insurance group brings you the most comprehensive and complete insurance plans to save your hard-earned money. Read also: How Industry-Specific Loans Can Support Your Business

Raising Capital For Startups: How An LLC Structure Attracts Investors

Starting a new business is an exhilarating venture, but it requires substantial financial resources to turn ideas into reality. For many entrepreneurs, securing funding is one of the most critical challenges they face in their startup journey. While there are various ways to raise capital, the choice of business structure can significantly impact a startup's ability to attract investors. In recent years, the Limited Liability Company (LLC) structure has gained popularity due to its unique characteristics that make it an attractive choice for both entrepreneurs and investors. In this article, we will explore how the LLC structure attracts investors and why it has become a preferred option for startups seeking funding. Understanding The LLC Structure Before delving into the reasons why the LLC structure appeals to investors, let's briefly understand what an LLC is. An LLC is a flexible business entity that combines the limited liability protection of a corporation with the pass-through taxation of a partnership. This means that owners, also known as members, enjoy limited liability for the company's debts and obligations, similar to shareholders of a corporation. At the same time, the business's profits and losses pass through to the members' personal tax returns, avoiding double taxation on both the company and individual levels. Also, setting up your LLC in your home state can save you from paying double filing taxes and fees. For instance, if you reside in Texas, you should set up your LLC in Texas. If you form your LLC in any other state, you will be liable to pay state filing fees for both states (your home state and the state where your LLC is). The LLC business structure is designed to offer a balance of simplicity, liability protection, and taxation benefits. It allows for a more informal management structure than a corporation, making it easier for small businesses to operate efficiently. Additionally, forming an LLC involves less paperwork and lower compliance costs compared to corporations, which is appealing to startups with limited resources. How Does An LLC Structure Attract Investors Let us look at the benefits an LLC structure provides to its investors. Flexibility And Ownership Structure One of the key reasons why investors find the LLC structure attractive is its flexibility in ownership and management. Unlike traditional corporations, LLCs can have an unlimited number of members, and the ownership percentage does not necessarily need to be equal among the members. This allows startups to tailor ownership structures to suit the specific needs and preferences of investors. Investors often seek certain rights and privileges based on their level of investment and involvement in the business. The LLC structure enables startups to create different classes of membership interests, granting different voting powers, profit-sharing arrangements, and decision-making rights. This flexibility is particularly appealing to angel investors and venture capitalists who want to be actively involved in shaping the company's direction and decision-making process. Furthermore, LLCs permit the inclusion of silent or passive investors who wish to contribute financially without participating in day-to-day operations. By offering diverse membership options, startups can attract a broader range of investors, each bringing their unique expertise and resources to the table. Limited Liability Protection Investors are naturally concerned about the potential risks associated with their investments. The limited liability protection provided by the LLC structure is a significant advantage for investors. In an LLC, members are generally not personally liable for the company's debts and legal liabilities beyond their initial investment. For investors, this means that their personal assets remain shielded from any lawsuits or financial troubles the startup may encounter. They can invest in the company with more confidence, knowing that their risk exposure is limited to the amount they've contributed to the business. Limited liability protection also plays a crucial role in attracting risk-averse investors who might be hesitant to invest in other structures, such as sole proprietorships or general partnerships, where personal assets could be at stake in case of business failure. Pass-Through Taxation The pass-through taxation feature of the LLC structure is another significant draw for investors. In a pass-through entity, the business itself does not pay taxes at the corporate level. Instead, profits and losses flow through to the individual members' personal tax returns. This means that the business's income is only taxed once at the individual level, avoiding double taxation, which is a common concern with C-corporations. For investors, pass-through taxation can be highly advantageous, especially when compared to the double taxation imposed on C-corporations. In a C-corporation, the company's profits are taxed at the corporate level, and then shareholders are taxed again on any dividends received. This can significantly reduce the net returns for investors. Additionally, pass-through taxation simplifies the tax reporting process for investors, as they do not need to file separate tax returns for the business and their personal investments. This streamlined approach is especially appealing to individual investors and small investment firms. Transparency And Accountability Investors value transparency and accountability when considering potential investment opportunities. The LLC structure's informality and simplicity can enhance these aspects, making it easier for investors to understand the business's operations and financial processes. In comparison to larger corporations, LLCs often have fewer layers of management, which can lead to more direct communication between investors and the management team. This transparency fosters trust and a stronger investor-entrepreneur relationship. Moreover, LLCs usually have less complex governance structures, with more straightforward procedures for decision-making and changes to the operating agreement. This agility allows startups to adapt to market changes quickly, which can be crucial in highly competitive industries. Favourable Exit Strategies Another factor that makes the LLC structure attractive to investors is the availability of favourable exit strategies. While LLCs are not publicly traded like corporations, they offer flexibility when it comes to selling or transferring ownership interests. In a traditional corporation, selling shares or transferring ownership can be more cumbersome due to regulatory requirements and the involvement of third parties like stock exchanges. In an LLC, the process of transferring ownership interests can be relatively simpler, subject to the terms outlined in the operating agreement. For investors looking to exit their investment, this flexibility is a valuable feature. It allows them to liquidate their ownership interests, partially or fully, by finding suitable buyers or even negotiating with other members of the LLC. The ability to exit an investment efficiently can be a crucial factor for investors, especially those who want to maintain liquidity and pursue other opportunities. Conclusion The Limited Liability Company (LLC) structure offers a range of features that attract investors and make it an appealing choice for startups seeking capital. Its flexibility in ownership and management structure allows startups to customize ownership arrangements according to investors' preferences and level of involvement. With these advantages, the LLC structure has become an increasingly popular option for startups looking to raise capital and secure the support of a diverse and committed group of investors. As more entrepreneurs recognize the benefits of the LLC structure, it is likely to continue playing a significant role in fostering innovation and growth in the startup ecosystem. Read Also: Essential Investments Small Business Owners Should Make For Long-Term Success Resolutions To Help The Small Business Owners To Avoid Being Bankrupt How You Can Invest In Your Small Business

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