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March 01, 2021

6 Best Customer Service Outsourcing Companies

Hiring the right company to outsource your customer service is crucial for the success of your business and customer loyalty. This is where you will find not all companies are created equal. Finding a company that focuses on providing exceptional customer service to both their clients and the customers of their clients could be a challenge. We did the research for you and compiled a list of the best customer service outsourcing companies. 

Customer service is a huge factor in whether a business will be successful or fail. If you’re known for providing excellent customer service, the word will naturally get around. Your customers will be loyal to your brand and re-order, and they will also refer their friends and family to your business, so excellent customer service is free marketing. On the other hand, if your company is known for poor customer service, the word will get around through bad online reviews and your customers telling their friends and family about their bad experience with your brand. 

Outsourcing your customer service is a great way to scale your business since your team will be less distracted with non-revenue producing tasks, which means they have the time to complete tasks that will increase revenue. It’s also a considerable cost saving to outsource your customer service rather than keeping it in-house, so your company could use the savings on things that would assist in company growth. 

When you outsource your customer service, your customers get access to your team that’s available 24/7 to answer questions and help with their buying needs. This means you will never miss out on a new lead that’s contacting you during non-business hours. It also means your customers will be happy and feel appreciated and cared for, so they will be your loyal customers for life. 

Customer Service Statistics

Most people nowadays, especially millennials, expect their social media inquiries to be answered within an hour. After about four hours, they may just give up on you for good. 

No matter the time of day, when a prospect calls in needing help making a purchase, they don’t want to leave a message and wait until you get back to them, possibly the next day. They will simply go to your competition to purchase rather than waiting. 

Outsourcing your customer service ensures your prospects and customers are quickly responded to so they are taken care of and not going to your competitor to purchase. Here are some statistics to back that up:

Customer Service Stats:

  • 31% of companies view customer service as more of an expense than an opportunity to grow.
  • 95% of consumers reveal that customer service is important to their brand and loyalty choices.
  • 13% of unsatisfied customers share their bad experience with a particular product or service with 15 or more people.
  • 59% of consumers worldwide say their customer service expectations are higher today than they were a year ago.
  • Roughly 58% of consumers say to dumb a brand takes several really bad experiences.
  • 44% of consumers say after a personalized shopping experience, they are likely to become repeat buyers.
  • 59% of consumers worldwide have a better appreciation for brands that respond to questions or complaints from customers via social media.
  • 50% of global consumers use three to five channels for customer service, while 37% only use one or two.
  • 42% of companies use a help desk system for their customer support needs.

The Best Customer Service Outsourcing Companies

Here is a list of the best customer service outsourcing companies to consider for your outsourcing needs.

1. Awesome OS

Awesome OS provides a high-touch, personalized customer experience for hyper-growth D2C and eCommerce companies. After 12 years of partnering with over 90 high-growth startups and mid-sized companies, they have developed a unique results-driven approach to customer service. Their winning company culture draws only the best talent, with upbeat, real people who are friendly and easy to work with. They design their first-class customer service solutions custom to each client to fit their needs and culture. 

Here’s how Awesome OS stays ahead of the competition:

  • 86 ePNS score (industry average is 54)
  • 92% eCSAT score (industry average is 77%)
  • 96% CSAT score for clients (industry average is 88%)
  • 22% Attrition rate (industry average is 90%)

Newsweek selected seven of their brand partners in the top 3 of the respective categories for its 2021 Best Customer Service ranking. 

Customer service is provided via:

  • Phone
  • Live Chat
  • Email
  • SMS
  • Social Media 

 2. Helpware

Helpware builds customized teams to provide customer service for companies. They have eight offices worldwide, including bilingual staff. The company puts focus on having a great company culture that treats their employees well, which shows in their work. They assign dedicated agents to provide a high level of service for their clients. Having worked with some big brands like Universal and Zendesk, they have the expertise and staffing to handle projects of all sizes. 

Customer service is provided via:

  • Phone
  • Chat
  • Social Media 
  • In-app
  • Email

3. XACT

XACT provides customer service for businesses both large and small. They deliver customer support and engagement experience for your customers through their extensive training, branded implementation and support tools. They have a call center in Orlando, FL and another in Unity, ME. The company is committed to providing its partners affordable and effective solutions for their customer service needs. 

Customer service is provided via:

  • Phone
  • Email
  • SMS
  • Chat

4. Intelligent Office

Intelligent Office provides a phone solution ranging from basic business phone service to full customer support. They customize packages to fit the needs and budget of their clients. If you’re needing additional support services along the lines of social media, online chat or email this company may not be the best fit for your needs. Services include:

  • Provided business phone number with custom call flows
  • Packages including live answer reception 
  • Intake, scheduling, customer service
  • Intelligent assistant – full customer support

Customer service is provided via:

  • Phone

5. Specialty Answering Service

Specialty Answering Service provides a live phone answering service that combines all of your business communications with virtual receptionists. Some of the common industries they work with are HVAC, real estate, property management, legal and medical. They provide extensive training to their staff to ensure they provide great customer service, and they have 30 years of experience in the call center industry.

Customer service via:

  • Phone
  • SMS
  • Email 
  • Webchat 

6. Voice Nation

Voice Nation has been around for 17 years and works with many clients, including Farmers Insurance, NBC, and McDonald’s. They are entirely based in the U.S and offer easy instant activation. The company has worked with a variety of industries including real estate, medical and legal. 

Providing low hold times, accuracy, and overall good call quality are some of the benefits of working with this company. They offer a mobile app to make it easy to manage your account with them. If you need additional customer support help like social media, email, and online chat, this company may not fit your needs. 

Customer service is provided via:

  • Phone

Summing It All Up

Finding a company to outsource your customer service is more than just picking the first one you find. You want to interview them to ensure they could successfully fulfill your business needs and see if they are a good fit to be an extension of your team, including similar business culture values. Your business is on the line, so this is an extremely important decision to make. 

Outsourcing your customer service means that no call will go unanswered, so your customers are always quickly taken care of to help ensure they have a pleasant customer experience with your brand. Make certain the company you hire understands your business and could effectively handle your customers’ questions and needs. By providing them with a Q&A list, they’re able to answer questions that arise quickly. The more they know about your business and its processes, the more they can effectively service your clients. 

Amazing customer service will help your business stand out from the competition and keep your customers coming back and referring others to you. Outsourcing to the right company will support the success and future of your company. If the company is offshore, also confirm their team is fluent in English. Your customers don’t care where your customer service team is—they care about getting excellent service and affordable prices. 

When interviewing with a company, you should feel the company’s genuine interest in your company, needs, and goals. You should be able to have an honest conversation with them like you would with someone who’s part of your in-house team. Your outsourced team should feel like they’re part of your company and working towards the same goal of providing exceptional service to every client they interact with. 

Contact AwesomeOS today, and we’ll wow your customers with exceptional customer service.

 

Sources:

Top Outsourced Customer Support Services | Clutch

What Do Customers Want? | Small Biz Genius

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