Customer service & support can be one of the most labor intensive and time consuming tasks of any business. From answering phone calls, to responding to emails, to fielding technical queries, to generally & proactively ensuring customer satisfaction, the process can take its toll on your bottom line. No wonder customer service outsourcing has become so widespread!
On the one hand, you could cut costs by eliminating customer service staff … but this can quickly lead to ill-will, negative publicity, and a drop-off in client retention rates. On the other hand, you could reinvest significant revenue into building a strong local support team to provide top-notch service of all the customer’s whims. Obviously, a middle-ground is necessary, but it is never wise to sacrifice client satisfaction in favor of boosting profit margins. This is a short-term solution to a long-term problem, which will eventually come back to bite your business in the proverbial rear end.