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


16 April 2021


Support As A Service

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-


  • 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.


  • 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-


  • 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.


  • 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

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:


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.


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.


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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I enjoy writing and I write quality guest posts on topics of my interest and passion. I have been doing this since my college days. My special interests are in health, fitness, food and following the latest trends in these areas. I am an editor at Content Rally.

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Zoho Alternative

Top 10 Zoho Alternatives in 2020 For Your Business To Adopt

Zoho is as yet one of the most unmistakable CRM platforms out there, however that doesn't imply that it's consistently the most ideal alternative for client relations executives. While it's viewed as truly outstanding and most moderate choices by many, there are still a lot of reasons you may need or need a decent Zoho alternative, particularly as your business keeps on developing and you need more refined features with regards to contract layouts or invoice formats. These choices are intended to be anything but difficult to utilize, available, and work for a wide scope of various business and pioneering styles. Thus, regardless of whether you're searching for a substitution for your current record or are searching for a Zoho choice to kick you off, these are probably the most ideal choices. Let’s look at some of the best alternatives to Zoho. 1. Bonsai Bonsai is the best in general Zoho alternative in case you're searching for something to supplant a current record or have assessed Zoho and chosen it's not for you. The 14-day free preliminary is more than sufficiently long to get a feeling of whether the platform accommodates your style, and whether the instruments merit the spending of $19/mo to have. Bonsai has the upside of offering boundless customers and activities, which lets it scale with your business for more powerful administration. It additionally gives you admittance to agreements and recommendations the executives apparatus that makes it easy to make clear desires for each task you choose to take on. Time tracking software and the board make it easy to keep steady over what you're doing during that time and to discover better approaches to improve your work process. 2. ProofHub Proofhub offers two distinctive membership levels, yet the most moderate variant of this software comes to $45 every month, bills yearly. This is an incredible community-oriented platform for your group, regardless of whether you're all working in a similar office or are spread the nation over. It incorporates significant programming like time tracking and verification and endorsement frameworks that help clarify where your consideration is required, and when. Undertaking the executive's devices join with a schedule and simple talk features to make it easy to connect and make fixed basic task objectives are met on schedule. 3 Moon Invoice Moon Invoice is right there on top of the list of being the top alternative to Zoho. Moon Invoice has been developed to fill the gap of invoicing in every possible sense. Invoicing can take a huge chunk of your time and Moon Invoice understands it perfectly. Best for small businesses to large scale businesses, Moon Invoice doesn’t shy away from delivering elusive features to manage your finances, accounting, reports, keeping time logs, and everything in just one platform. Moon Invoice has different subscription plans for your business requirements. Various plans that come with significantly better results and lesser cost marks as one of the finest invoicing solutions.   The score is a decent alternative for moderate-sized groups who need a shared climate that assists with smoothing out errands the board and undertaking arranging. The framework scales in cost, so the more features and progressed programming you need, the pricier it can turn into. The 5 colleague least additionally implies that Scoro is definitely not a decent choice for solopreneurs and little group organizations, and the cost can swell at the opposite finish of the range also. It's likewise important that a few features have their own expense, additionally determined per-client, which can expand the general cost of the stage. That membership style likewise makes it less difficult to add extra instruments and access just to the colleagues who need it, however, which can reduce expenses. All things considered, features like the undertaking load up, organizer, and schedule welcomes make cooperation straightforward, particularly in case you're working with a period of separation hindrance between colleagues. Score additionally assists with overseeing bills and funds, with even the most minimal membership levels giving important money-related trackers and bits of knowledge to make business arranging simpler. 5. Insightly Like a few of the projects on this rundown, Insightly comes at a few diverse membership levels, permitting you to scale the features and usefulness of the software to meet the needs of your business as it develops and grows. It's cross-platform viable, even at the most minimal membership level, which implies that you can get to your Insightly instruments on a more extensive scope of gadgets, making it simpler to keep an eye on things when you're in a hurry. High membership levels take Insightly past an essential CRM, giving you admittance to extra devices to help drive and track deals, just as experiences into what is driving changes for your business. 6. Clarizen In case you're searching for a big business class venture the board devices, Clarizen is one of the better alternatives out there. The multi-day preliminary on this instrument, similar to different platforms that offer a more extended preliminary attempt, truly encourages you to become more acquainted with the benefits of this device. The incorporated framework makes it simpler to get to and compose a few unique tasks immediately, all inside one shared group climate. You can likewise assign separate zones for various groups and tasks. Add to that the capacity to organize and sort out basic assignments, and even entire ventures and portfolios, and this makes managing bigger associations a lot less complex. In any case, that per-client cost implies that the expense can swell after some time, particularly at higher membership levels and with enormous groups. 7. Copper Copper has three distinctive membership levels, and you can buy in with month to month or yearly billing. However, taking into account that even their base level membership accompanies boundless clients and boundless undertakings, this is a shockingly reasonable Zoho alternative. The greatest impediment of the base membership is that you just get 10Gb free extra room. The instrument permits you to bring together the entirety of your task archives just as demonstrating a communitarian climate that makes it essentially simpler to monitor various individuals and groups inside your association. The intuitive schedule is moderately simple to utilize, while errands and clock capacities help to keep everybody on target and composed. It additionally makes it simpler to consider your group responsible for their advancement toward basic task objectives. Sadly, the base membership rate doesn't give you admittance to Copper Project's telephone support, yet the mid-level membership does, alongside a few extra apparatuses, and added stockpiling in the Cloud. 8. Celoxis There are two unique approaches to buy into Celoxis, a Cloud form (cited above) with month to month and yearly membership styles, and an on-premise rendition where the software is introduced straightforwardly on your own workers. The on-premise alternative is a one time $450 expense, yet there are extra costs you might need to buy in to, such as progressing support and investigating from the organization. 9. ActiveCollab ActiveCollab is an intriguing stage with regards to that it interfaces with Quickbooks, giving you some extra usefulness on the off chance that you decide to utilize it. ActiveCollab is likewise extraordinary in that as opposed to offering a few genuinely unmistakable membership levels, it has a base member with a $4 every month extra membership you can add when you need it. You can't get the extra membership without the base bundle, yet you additionally don't need to stress over losing significant features or capacities simultaneously. 10. Bitrix24 Bitrix24 is an entirely versatile software that begins by offering a completely free form for private ventures and solopreneurs, however, that can develop to help boundless clients and undertaking estimated groups. Bitrix 24 offers a wide scope of various features, including on the web-store support, differing levels of free cloud-based capacity, and CRM advertising solutions. The specific features you get, and how helpful they can become, relies generally upon which membership level you pick. Bitrix24 is so feature-rich that it can on occasion be a drawback of this stage, just because it has a precarious expectation to absorb information and takes a decent cycle of involvement to figure out how to use all the software's features viably. Conclusion While we remain by each stage in this rundown similar to an extraordinary choice, and an incredible Zoho alternative, these are the best choices. Simple to utilize invoices, managing your finances in one place, all of these can be done easily. Choose from one of these invoicing solutions for your business and start invoicing. Read Also: 9apps – An Alternative Other Than Google Playstore


Leaf By Leaf: Free Samples As A Catalyst For A Sustainable And Ethical Kratom Industry

Originating in Southeast Asia, kratom has increasingly been attracting attention around the globe. As the kratom trade expands, its environmental impact grows as well. With this in consideration, sustainability has become a necessary feature that industry participants must focus on. The importance of responsible sourcing and reducing environmental repercussions are significant discussions in the trade, as consumers are becoming more aware of the environment and require more openness and ethical conduct from the companies they patronize. Free kratom samples as a business strategy provide a unique method to address these challenges. They are a connection between consumer interests and the trade's necessity for a more sustainable and ethical business model. By allowing customers to try products without immediate purchase, businesses are showcasing their trust in their product's quality. This article will argue that free kratom samples can initiate a beneficial cycle of heightened satisfaction and ultimately a change toward a more ethically and environmentally conscious kratom trade. We will examine how this straightforward yet tactical approach can foster a constructive change in the entire supply chain, from growth to consumer. Benefits of Free Kratom Samples Offering free kratom samples presents an undeniable advantage for consumers who are afforded the opportunity to explore a range of kratom strains and blends without having to open their wallets. This generous approach empowers individuals to discover the variant that best aligns with their personal goals, fostering a process of informed decision-making. The hands-on experience gained through these samples can lead to a deeper understanding and appreciation of each strain, encouraging a more confident and precise purchase in the future. The gesture of sharing free samples not only enhances customer satisfaction by ensuring they find their optimal product match, but it also engenders a sense of goodwill, which tends to translate into long-term client loyalty and repeat business for suppliers. Consequently, the practice serves as a cornerstone in nurturing a trustworthy relationship between consumers and kratom vendors and plays a key role in the customer's progression from novice to advocate within the kratom community. Fostering Transparency and Trust Companies that distribute free kratom samples demonstrate that they are confident about their product's quality, contributing to openness that's vital in establishing consumer confidence. When businesses are transparent about the origins and production process of their kratom, they promote a more educated customer base. People tend to favor brands that aren't solely focused on profits but also show real concern for ethical sourcing and the environmental impact of their activities. Providing free kratom samples is an action that extends beyond advertising— it signifies a dedication to excellence and ethical conduct, comforting customers that they are investing in a product that matches their principles. As a result, such openness not only earns the trust of potential customers but also strengthens the brand's reputation as an ethical and reliable supplier in the kratom industry. Supporting Ethical Supply Chains Promoting direct interactions between buyers and kratom growers, free kratom samples initiate support for ethical supply chains. This initiative forms a basis for transparency, where consumers can accumulate knowledge about the origin of their kratom and discover the cultivation and production methods used. By connecting the origin and the end-user, customers become more educated and are able to make conscious decisions, supporting producers who adhere to ethical standards and who are committed to the well-being of their workers as well as the environment. Companies that offer free samples often reinforce this ethical position, inviting examination and answering consumer inquiries regarding their supply chain management. Consequently, customers are not only informed about the quality of the kratom they receive but also about the entire sequence of operations that transports this herbal supplement from the farms to their homes, ensuring every phase is consistent with their personal values. Promoting Environmental Stewardship By integrating free samples into their distribution model, kratom companies take an important step towards environmental responsibility. This strategy inherently lessens unnecessary waste by decreasing the materials needed for packaging and the carbon emissions from shipping multiple single-purchase items. It ensures that customers only commit to larger purchases that could be wasteful after they've confirmed that the product satisfies their requirements, thus discouraging the rejection of inappropriate items. Furthermore, these environmentally-friendly practices agree with eco-aware consumers who prefer to support businesses that are actively reducing their effects on the environment. By strategically decreasing waste and adopting a more sustainable method to share their products, kratom companies not only operate with an environmentally conscious ethos but also help lead a change towards more accountable practices in the industry at large. In conclusion, free kratom samples serve as an important tool in shaping a more sustainable and ethical kratom industry. They enable consumers to make educated decisions that align with their individual needs and values, ultimately building a sense of loyalty and trust towards companies that are open and dedicated to responsible actions. The strategy also backs ethical supply chains and encourages environmental stewardship by minimizing waste and linking consumers with the origins of their purchases. The collective advantages of this business model are evident, contributing to a kratom marketplace that is not only consumer-friendly but also socially responsible and environmentally aware. For those interested in further examining the impact of free kratom samples on sustainability within the industry, research into supply chain transparency, environmental impact assessments, and consumer behavior studies would provide additional perspectives into this progressive practice. Read Also: The Ultimate Guide To Choosing The Right Shipping Company How Long Does AliExpress Take To Ship? Let’s Find Out How Freight Forwarding Streamlines Supply Chains For Efficiency

Old Records

When Should a Business Destroy Old Records?

It’s funny but when you see someone shredding old documents you, immediately assume they have something to hide. This is probably due to the various high-profile scandals that have involved the destruction of paperwork, such as Watergate. However, the simple fact is that, even in the digital age, paper is still used and personal information must be destroyed properly. That’s why every business should invest in security shredders. These are designed to cut the paper in several directions and into very small pieces, making it very difficult to piece the paper back together. It’s the safest and most efficient way of getting rid of paper records. Why Destroy Old Records All businesses have to keep records of their transactions, especially income and outgoings. These are essential to back up their annual accounts. This paperwork can be examined at any time to ensure the declared accounts are accurate. This is important to the tax inspector as they calculate the tax bill based on the accounts declared. If these accounts are wrong the business may underpay tax. To ensure this doesn’t happen the tax inspector can ask to see the records to verify figures. Of course, this means that businesses need to keep the records safe for the inspector. However, keeping records requires space. Just one year of accounts records can take up dozens of boxes and the problem gets worse for small companies. In general, the tax inspector likes you to keep records for seven years. Modern Changes This has changed slightly in recent years as there is an increasing number of companies offering to scan your paperwork and look after it in the cloud on secure servers.  Alongside this, they will usually have a secure backup to ensure the records are never lost. This is generally acceptable to the tax office. But, they do like to be able to verify some records with the scanned versions. Of course, this is a cheaper option than renting space simply to keep old records. In short, it is recommended that businesses keep records for between 3-5 years and the scanned copies for at least seven. You can then destroy the old records without worrying about proving accounts. The Destruction Process As mentioned, you need to invest in security paper shredders as these will shred the document into small enough pieces that they cannot be identified. Standard and personal shredders offer a much larger cut and only cut in one direction, making it possible to put the paper back together. You could burn the paperwork. But, aside from being bad for the environment, it is not guaranteed to eliminate all the data. Shredding with a security shredder and then having a dedicated company remove the shredded paper, is the safest method. That’s important for your company's reputation. After all, if personal information gets into the hands of the wrong people your customers will not be happy and your sales will take a dip. That’s a lot of hassle when shredding is such a simple solution. Read Also: Things you should know about documentation 5 Perks of Having QuickBooks Pro for Your Business Tips on cheap paper writing assignments