Customer Support and Success: How the Right Offshoring Partner Can Help

In any industry, especially in highly saturated niches, creating and maintaining competitive advantage falls on the shoulders of your Customer Support and Success Team. This is a broad term that covers the entirety of the customer journey, from awareness to advocacy. It is built brick by brick with every customer touchpoint, including customer support and success.

Before considering how the right partner can help, let's take a quick look at what Customer Support really is — a necessary investment. Here are 5 ways customer support affects the bottom line:

1. It Costs More To Acquire New Customers Than To Nurture Existing Customers

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Expert estimates put the cost of acquiring new customers about five to twenty-five times more expensive than keeping the customers you already have satisfied. A business with a customer acquisition programme that is not partnered with the appropriate customer retention programme is just hemorrhaging money.

2. Having Good Customer Support and Success Team Turns “Customers” Into “Advocates”

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Word of mouth is the most powerful form of marketing. The prevalence of social media has only amplified this. The goal of any good marketing strategy is to develop brand advocates, exceptional and consistent customer support is a huge factor in achieving that goal.

3. Customer Support Is Brand-Building

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Customer support is directly engaging and speaking to your audience. You want to give them a branded experience, encourage loyalty, and create a positive perception. Brand stewardship plus customer support and experience are so important that it is one of the top reasons why organisations choose to prioritise customer support and success functions.

4. Customer Support Is an Invaluable Sales and Marketing Tool

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With a proactive customer service strategy, a business can easily upsell and cross-sell products and services. But first, they need to establish trust and goodwill. Customers will be more inclined to make further purchases from a business after a great customer experience.

5. Customer Support Is Either a Deal-Maker or a Deal-Breaker

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Simply put, customer service can make repeat customers or can drive them to the competition. The iconic scene in Pretty Woman where Julia Roberts’ character tells a rude sales associate “big mistake” while brandishing shopping bags from other stores comes to mind.

As a business grows, maintaining a standard of excellence for customer experience becomes more of a challenge. Take stock of your current Customer Support and Success capabilities. Do you have the necessary human and material resources to achieve your objectives?

Build the Offshore Customer Support and Success Team You Need With Unient

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Unient is your versatile partner for better offshoring. With our Offshore Team Solutions, businesses can augment and enhance their existing customer service departments or they can create a fully remote dedicated offshore customer support and success team.

Typical Roles To Include in Your Customer Support and Success Team

Unient will recruit, onboard, train, and manage your dedicated offshore Customer Support and Success team. Customer support roles with similar functions may go by different job titles. Below are just some examples:

• Customer Support Associate
• Technical Support Associate
• Customer Success Manager
• Customer Services Director
• Service Desk Specialist
• Customer Service Representative
• Call Centre Agent
• Customer Support Engineer
• Customer Experience Manager

Here’s What Your Unient Offshore Customer Support and Success Team Can Offer

Focus

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Customer-centricity is not automatic. It is a result of a dedicated and continuous effort for process improvement. As your Customer Support and Success partner, we are an extension of your brand and we are committed to providing our customers with a seamless experience.

Flexibility and Scalability

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Unient allows you to quickly scale your customer service operations. This is especially useful for businesses that are subject to seasonal fluctuations. You can start with a lean team of service desk specialists under the supervision of an Operations Manager and a Client Success Manager and easily scale up to meet changing business demands.

Infrastructure

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It takes considerable infrastructure, technology, processes, and manpower to be able to provide good email support, live chat, chatbots, voice support, social media support and many more. Your Customer Support and Success Team will be equipped with the appropriate tools they need, including CRM and ticketing systems. We will also facilitate all the firm-specific and industry-specific training necessary to deliver an amazing customer experience.

24/7 Support

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Customer responsiveness or the ability to address customer issues in a timely manner is a competitive advantage. In this age where everything is instant, businesses adjust to customers’ schedules, not the other way around. Your dedicated offshore Customer Support and Success Team is equipped to offer 24/7 omnichannel support if needed.

Reporting and Analytics

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You cannot improve what you cannot measure. We keep track measure everything that is measurable in order to provide insights that are data-driven and timely. These metrics are essential for evaluation, process improvement, coaching, and consumer insight analysis.

Brand Guardianship

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Your Customer Support and Success Team is dedicated to your organisation and trained to your specifications. They will be well-versed with the existing protocols and can deliver a consistent brand message and service standard. An Operations Manager and Client Success Manager will help facilitate a direct line of communication with management and other stakeholders and ensure that a set standard of excellence for customer experience is met.

At Unient, we are as invested in your customer service as you are. Build the high-performing and scalable Customer Support and Success Team you need with us! Let’s get started. Book a commitment-free consultation with our Solutions Expert here.