So you have decided that, you will provide in-app customer support. Question is whether to outsource app support or keep it in-house?
In this growing market of specialization, outsourcing has become very common for businesses. However, there are still conflicts about what to outsource and what not to. Sometimes, confusion arises if businesses should outsource or build their in-house team. The decision is situation specific. Whether you are an established business or a startup, outsourcing can be useful for both. Let’s discuss first about a few of the services that can commonly be outsourced.
Website designing: Website is an essential part of your business, in case you are into e-commerce. Businesses often outsource the designing part to get a professional touch and attract more customers.
Social media marketing: Developing relationships, conversations, and content marketing that engages with your customers and leads over social media.
Customer support (App): Managing your customer queries, resolving general issues and managing feedback.
Benefits of Outsourcing
Outsourcing helps businesses save costs, while deploying technical expertise to deliver their services. However, there are many benefits of customer support outsourcing, a few of which are discussed below:
Short Term Commitment: One of the benefits of outsourcing is the ability to bring in an expert in a project without committing long term relationships. You may really need someone with one expertise now, but need someone with totally different capabilities in a few months.
More focus on core business: By outsourcing, you can leave your worries behind and focus on complex issues in your core business. It will help you to make further plans and enhance growth of your business on a long run. Outsourcing helps a business focus on customer retention strategies that can enable a business to outshine the crowd.
Benefits of In-house team:
Though outsourcing is beneficial to businesses in various aspects, there are some advantages of an in-house team that 3rd party service providers can’t deliver easily. A few pros of hiring and maintaining an in-house support department are discussed below:
Complete control: When you build your in-house team, you can control solution provider’s time, activity, and quality of work. It is always less hectic and easier to keep an eye on the operations of your project progress.
Strong Knowledge base: Your in-house team always knows better about your product developments and service histories than anyone else. It’s highly beneficial for you if your employees know deeply about your products and services.
The bottom line
For multiple reasons, you may or may not outsource other companies for your business depending upon your current situation. However, currently businesses are adopting a hybrid model to decide on outsourcing too. Outsourcing to India can be a great option for the companies in United States as it saves them a huge amount in taxes.
Tarundeep Singh is a customer service expert, helping startups & small businesses deliver quality service by outsourcing support for startups. He likes to share his experience and tips on how to promote brand value and business revenue with technical support services.