Dedicated outsourced support teams solve customer problems quicker
In our experience dedicated outsourced support teams, meaning they only work for one company, will resolve your customer incidents quicker than a team that is shared.
A recent Talkr poll of customer support leaders shows that speed of resolution to customer queries is the number one metric used for measuring the success of their support teams. And it is easy to see why with the ever increasing expectations of customers - speed is key to keeping people happy, engaged and can be the difference between a customer staying with you vs exploring your competitors.
Talkr only offers dedicated outsourced teams. A big reason for this is the importance of those teams offering your customers the best possible customer experience.
Why do dedicated teams solve customer incidents quicker?
Product Knowledge
Great product knowledge is crucial for support teams to resolve customer incidents quickly and effectively and this only comes with experiencing and immersing yourself in it. When support teams have a deep understanding of the product they can easily identify and troubleshoot the frequent issues, investigate new issues in a more efficient way and be brought into product improvement conversations that can be fed back to customers when needed. This reduces the need for escalation and results in quicker resolution times. Furthermore, strong product knowledge also allows support teams to provide better guidance and advice to customers, which can help prevent future issues.
Lastly, a knowledgeable support person answering your query really does instill confidence in the customer, who will feel reassured that they are receiving accurate and reliable support and they won’t need to raise the same issue again and again. This can lead to greater customer satisfaction, loyalty, and ultimately, retention.
Trust
Access to the right tools and platforms is essential for support teams to be efficient and effective. However, we know there is always some hesitancy in giving outsourced shared teams ALL the access they need. This comes down to risk and trust and with dedicated teams this can be nurtured. When support teams have access to the right tools and platforms, they can quickly diagnose and resolve customer incidents, or quickly offer customers refunds and replacements. This reduces the time spent on manual tasks and will avoid time consuming escalations to someone to OK a simple request.
All this adds up to the customer waiting for answers.
Culture and Values
Dedicated outsourced support teams are easily embedded into your company's culture and values, as they are working for you day in day out.
Teams who are embedded into a company culture feel more connected to the company's mission and vision. This leads to greater job satisfaction, increase in motivation and engagement which we know leads to an uptick in productivity = quicker resolution times.
And finally, outsourced support teams that are fully onboard with your company's culture and values will have your customer-centric mindset. This ensures that they understand the importance of providing excellent customer service and are confident to make quick decisions when responding to incidents.
In conclusion, speed of resolution is important but it’s not about clicking resolve as quickly as possible. Teams with great product knowledge will have all the skills and experience to understand the issue and resolve it quickly but in a way where the customer feels confident it has been resolved for good. Speed is a lot about trust. Dedicated outsourced teams can be trusted with the tools and level of access that will allow them to support your customers in an effortless manner. Your culture and values matter and you want your team to live them. This means bringing your team on a journey where they feel connected to the company, know exactly how you want them to go about their daily tasks and give them the confidence to make quick decisions.