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

Published on: 16 April 2021 Last Updated on: 12 September 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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6 Incredible Tips To Reach Your Small Business Customer

Customers are always searching for great deals, and when they find one, they often act quickly. That’s why it’s crucial to keep your small business top of mind through effective sales strategies and marketing campaigns that deliver results. The first step in building relationships with your customers is understanding how to reach them. This article will teach you six effective ways to reach potential customers. 1. Email Marketing Email marketing is one of the most effective and easy ways to reach out to your customers. It allows you to stay connected with your customers even after they leave your website. Your email marketing strategy should have a dedicated area in your plan to reach out to customers and audiences. Email marketing does not always have to be intrusive to your audience. A reason for different email marketing strategies is that each market segment has different needs, and that's why you need to tailor them accordingly. Your email marketing needs to be a key part of your overall marketing mix. It is one of the most effective ways to reach potential customers and understand their needs, get feedback and build relationships. Email marketing works because it allows you to provide value to your customers. When done right, it can be an effective customer acquisition channel that drives sales, leads, and relationships. 2. Follow-Up Calls You may be wondering what comes next at this point. It's time to take the momentum of your new offer, as well as your customer's overall attitude toward your business, and turn it into sustained growth. The small business space is changing, and marketing is playing an increasingly important role as companies figure out ways to reach and retain their customers. This can be a challenge for even large enterprises, so you must do something different from your competition. Consider setting up phone follow-up calls after your initial email campaign to nurture leads, or sending automated drip emails to current customers who haven't purchased in a while. In the end, you'll end up with loyal customers who can buy from you again and again. 3. Keep Your Website Updated Among all the marketing tools, your website is the most important one. Displaying your logo, tagline, and contact information on every page of your site means visitors can find you when they need you. Once your online business is established, it’s time to build a well-designed site that makes the customer feel comfortable. Create a business website that your customers can easily and quickly find. The average consumer today turns to Google for about 80% of the information, so it’s crucial that you take advantage of this opportunity by promoting your website and business online. You can hire a Digital Marketing Agency or an SEO expert to help promote your business. 4. Set Up an Autoresponder Series An autoresponder series is a collection of emails sent automatically to your subscribers. The email sequence will trigger based on the event or as instructed. This is a great way to keep subscribers engaged and remind them of your brand. In today’s marketplace, consumers are consistently looking for deals. Autoresponder comes in handy when you want to lure customers into your business by offering introductory discounts and special deals like buy two get one free or free gift first purchases. You can share your newest promotion, product or discount to attract your existing customer to buy again. Autoresponder can help you generate revenue on autopilot since you don’t have to set things up every day. Generally, it is a good option for business owners who doesn't have much time or want to focus on other aspects of the business. 5. Build Trust by Offering Something Free Selling to the customer is the main purpose of your business. Keeping their attention and maximizing their communication with you requires a balance of new and old tactics. From providing more value to your consumers to offering incentives focusing on their specific needs, the most successful small business owners know the power of getting the right customer at the right time. These are just a few tactics you can use to increase your sales and brand awareness. If you're looking to build trust with your potential customers, consider sending them a freebie. This will help you stand out from other businesses that send emails without any value added. 6. Offer a Discount or Coupon Code Consumers are constantly looking for value, discounts, and deals in today's market. The key to attracting new customers is offering something such as gift wrapping for the first three purchases or buying 2 get 1 for half price. Once they have committed to one of your products or services, track what your customers buy and which offers they redeem. In this way, you will be able to target them better in the future with marketing messages that may cement their loyalty. Another good way is to offer a discount or coupon code. For example, if you sell a product at $10, offer a discount of 10% off the price. Or, if you sell a service, offer a discount of 20%. If you’re looking to sell more and grow your business, be sure to offer them something in their favor. Whether it’s a new customer or an existing one, you can earn their trust by offering incentives that will keep them coming back. Conclusion It’s often been said that small businesses are much like fresh sports teams, usually they don’t get a lot of attention at first. After a big success, where do you think all the rewards go? Take these strategies as starter ideas and blend them with your own ideas. Some strategies work best than others, always do A/B testing and see which performs well for your business. Best of luck! Read Also: How U.S.-Based Appointment Reminders Can Help Customers Keep Track of Their Schedule4 Simple And Cheap Methods To Attract More CustomersTips for ensuring your company’s customers are content with its content

Fast And Reliable Shipping To Poland From The USA

Finding a fast and reliable company for international deliveries is crucial, especially if you are shipping to Poland from the USA. After all, no one wants to deal with delays or uncertainties when sending essential packages. That’s where Polonez America steps in. With over 40+ years of experience, we’ve perfected the art of reliable shipping to Poland from the USA and globally. So why stress over shipping? We’ll take you through the process right now! How To Ship Parcels With Polonez America? Thanks to our global network and streamlined process, sending packages with Polonez America is quick and easy. To get a quote and create a shipment, visit https://polonezamerica.com/en/ship-parcels. Here’s how to get started: Create an account or log in: Sign up if you’re new, or just log in if you already have an account. Click "Add Package" in My Account: Once logged in, hit the "Add Package" button. Enter parcel details: Fill in the info about your package — what it is, its size, weight, and more. Decide on the delivery plan: You can drop off your package at a UPS location or schedule a pick-up. Review and pay: Click "Show Summary" to check your details and choose your payment method. Print and attach label: Print your shipping label and stick it securely on your package. Drop off or schedule pick-up: You can drop off your parcel at UPS or arrange for UPS to pick it up from your home. What You Need To Know For Smooth And Fast Shipping To Poland From The USA Keep these tips in mind to ensure your shipment goes quickly and smoothly. Check out the relevant section on our website for all the details on sending your parcel online and preparing it for shipping. Here’s a quick rundown: Register on the Website: Sign up on our site to start sending parcels online. If you prefer, you can also visit our warehouse or local office. Review Restricted Items: Please review our list of prohibited items to avoid shipping items that cannot be sent internationally. Securely Pack and Label Your Parcel: Make sure your items are packed tightly and safely, and don’t forget to affix the shipping label properly. This helps prevent any potential damage or mix-ups. Complete Customs Forms: Fill out the customs declaration form carefully to prevent delays at customs. Pick Your Delivery Option: Decide whether you want your parcel sent directly to the recipient’s address or picked up from our warehouse. This choice will influence both the cost and delivery time. With these steps, you’re all set for smooth and fast shipping to Poland from the USA. For any questions or additional help, visit our website for detailed information. At Polonez America, we’re committed to making your shipping as fast and hassle-free as possible so you can feel confident that your package is well taken care of. Related: What are the Different Types of Courier Deliveries? International Shipping Challenges You Should Be Aware Of Shipping across borders is different from shipping within your own country. There will be some problems which you have to be aware of. However, knowing these problems will help you be cautious when shipping to Poland from the USA. Number 1: Customs Delays You don't know when those bags are going to come out! You usually have to wait around the airport and fumble through customs before you find out. Number 2: Shipping Costs It is much cheaper to ship within the US than to the European continent. Therefore, you must know the shipping costs to Poland from the USA. Variable Rates: Depending on the weight, size, and destination – costs can fluctuate. Additional Fees: Always remember you are responsible for any extra taxes, duties, or other related fees applicable to your country. Number 3: Package Security Just because you are shipping doesn't mean there is a guarantee you will reach. Yes, there could be security issues that can delay your package. Handling Risks: The more times a package is handled, the more chances it will be dropped or otherwise damaged. Lost Shipments: It's essential to have tracking and insurance on valuable items. Why Take Help From The Professionals Want to get rid of all these problems? Take help from the experts. There are several advantages of using a professional shipping service: Professionals know customs regulations and shipping laws. They make the delivery process as fast as you can. Professional services offer tracking systems to keep an eye on your shipment. Less stress when you know where your package is at all times. Professionals(who have done this a lot) can handle any problem that might arise, such as a schedule delay or a lost package. Many services even provide options for ensuring your valuable items. Final Note! Even in Poland, shipping overseas doesn't have to be a headache. Here's a simple breakdown of how you can do it: Go with an industry leader like Polonez when it comes to international shipping. Pack and label it correctly with the help of the steps provided. Find all you need about customs, fees, and delivery options. For more information or help, please visit our website to understand international shipping better. Read Also: The Ultimate Guide To Choosing The Right Shipping Company Crucial Aspects To Bear In Mind When Selling Your Business Tips For Protecting Your Overseas Shipments

Are Digital Currencies Here To Stay: Experts Talk

Traders and investors are now considering Bitcoin as a long extreme asset rather than a short-term portfolio. A huge part of investors believes in digital currencies to rule the market in recent days. We all have witnessed the incident when Bitcoin played the role of a fighter against the dropping price of Dollars in the market. In November 2020, investors were hovering around Bitcoin and shifting their assets to any form of digital assets to avoid dollar inflation. Apart from that, just have a look back on the 2017 mania, when Bitcoin’s market price reached $20k. In the market, it has generated an uproar. This is the main reason behind the price tripling of Cryptocurrency. The future of Cryptocurrency is reflecting really bright. Crypto developers are trying hard to provide the best possible safe environment for all Crypto transactions. We also can say that to some extent; they are successful in achieving their goals. The crypto engines site is one of the platforms for Crypto lovers, which comes with a safe trading environment. As long as you are using it, you can be knowing that your investments and Bitcoins are safe with them. What Is Digital Currency? When we discuss why digital currencies are here to say, it is better to start with the definition of digital currency. Digital currency or digital money refers to any type of payment, which purely exists in electronic form. Unlike dollar bills or a coin, digital currencies are not physically tangible. Only by using online systems, digital currencies are transferred and accounted for. The most popular form of digital currency is Bitcoin, the most famous Cryptocurrency. At the same time, digital money can also represent traditional Fiat currencies, for example, euros, dollars. They also can be exchanged using modern technologies, like credit cards, smartphones, and online Cryptocurrency exchanges. There are also some forms of digital currencies, which can be converted into physical cash by using an ATM. Why Digital Currencies Are Here To Stay As per all those experienced professional Cryptocurrency trading experts, when the competition is between other assets and Bitcoin or any form of Cryptocurrencies, it will be hard for other assets. The main reason is that it has already been easier to access than it was before. This very thing may play the role of a pillar in order to support the continuous bullish run of Bitcoin. If you compare the successful rallies of 2020 and 2017, you will be able to point out that, due to the easier access, 2020 always has a better chance to carry the rally for a longer period. The half-baked wallets and lack of secure platforms make leaving all your assets unattended really hard. This is the main reason why people did not have any intention to invest in Bitcoin after the price hike. But now, the time is totally different as we have a number of the most secure digital assets. Since the time technology has affected the market of Digital currency and Cryptocurrencies, Bitcoin, along with other Cryptocurrencies, has evolved in several ways. Below are a couple of examples: 1. Bitcoin Cash Bitcoin got a newly evolved version, Bitcoin Cash. It works on its own particular Blockchain network. The main purpose of Bitcoin Cash is to offer its users the fastest Bitcoin transfer. For Bitcoin Cash, the set of the code has remained the same as Bitcoin. However, in order to bring some necessary changes, the developers have added a new set of codes. 2. Ethereum 2.0 Ethereum has been upgraded to Ethereum 2.0. In this newly evolved version, you will be able to witness a boost in efficiency and scalability. With the assistance of “Proof of Stake,” the data are authenticated here. Final Verdict Modern technology is playing a huge role in the revolution or evolution of digital currencies, Bitcoin, and other Cryptocurrencies. The advancements of technologies offer easier access, that too in an efficient way. So, we can think of digital money for longer terms, as they are actually here to stay. Read Also: 5 ways to Become a profitable Landlord

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