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Impressive Customer Service Outsourcing Stats and Facts
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What Do Customers Really Need?
Customers’ needs can generally be divided into two categories:
|Service needs||Product needs|
|Experience — a customer service team has to have the necessary experience with a product of a similar nature||Functionality — customers want an app or software functionality to cover all their current and future needs|
|Empathy — emotional connection increases a customer lifetime by 306%||Price — customers want to see a product as cheap as possible|
|Knowledge — 31% of customers say their satisfaction depends on knowledgeable customer service consultants||Convenience — the product must be convenient to use|
|Choice — customer service outsourcing team must cover all channels of communication to connect with customers||Design — customers want the design to be intuitive, understandable, and functional|
|Communication — speaking 34 languages, SupportYourApp understands how important proper communication is||Reliability — too much downtime or too many issues will turn customers away from the product|
|Transparency — proper management of a customer support team is possible only in case of full transparency||Performance — an app or a piece of software has to be smooth and must perform and adhere to the customers’ highest expectations|
45.9% of businesses mark elevating the quality of their customer service as a number one priority. The reason behind this is simple — 96% of customers say they are forming their loyalty based on the level of customer service. Loyalty, in its turn, makes retention easier.
Retention can increase profits — 5% in retention might result in 25 to 95% increase in revenue — and help save the resources — it costs 5 times more to sign a new customer, than to save an existing one.
How can a modern business achieve these numbers? By following customer service statistics and relying on a customer support outsourcing partner.
Customer Service Outsourcing: The Importance of Statistics
Statistics. Gathering and analyzing them can be a great helper when it comes to providing the best services and improving customer support. It is even more important to pay attention to different statistics when working with a customer support outsourcing company. This information could tell whether the team is fully efficient and satisfies the customers’ needs to a t.
Here are some of the most popular statistics customer service outsourcing companies keep track of:
- First contact resolution rate — deemed important by 33% of customers.
- Average first response time — 60% of customers say being put on hold is the most frustrating part of the resolution process.
- Ticket volume and backlog.
- Average resolution time.
- Customer satisfaction rate — average customer satisfaction rate in SupportYourApp is 95%.
Even when working with a customer support outsourcing team, these metrics can help a business understand how efficient the team is and how happy the customers are.
Customer Support Outsourcing Service and Statistics: How Are They Connected?
It is estimated that around 42% of companies do not ask for customer feedback. They are ignorant to what their customers think, need and expect. They fail to adjust to customers’ wishes and can experience losses — 33% of customers would consider changing a service provider after only one bad experience.
There are several ways we can connect customer service statistics and a satisfaction rate.
1. Statistics show the needs and wants of the customers even when customer service outsourcing
Gathering statistics and compiling them into infographics makes seeing and understanding customers’ wishes and requirements easier for vendors. For example:
- Long on-hold time might mean there are not enough people on the support team.
- Low resolution rate might indicate a low knowledge of the product or a service.
- Low satisfaction KPI might expose the need for more training.
53% of shoppers do not believe their feedback is heard and reflected in the statistics. Not seeing any improvement would prompt them to abandon the service and seek a better solution elsewhere.
2. Statistics show problematic areas of a product or a service
More information and statistics give a business the possibility to improve. Say your customers complain about a certain interface feature. Say your payment system goes offline too often and causes disruption in the customer journey. A customer service outsourcing team must gather, relay, and escalate these requests to make sure a business fixes all issues and customers can go on enjoying the service.
‼️ Note: customers only complain if they want to see the product prosper and develop for further use.
3. Statistics show whether you should hire a customer support outsourcing team
Customer service outsourcing might be a difficult decision to make. Some businesses still believe an in-house solution would be better and more manageable when, in reality, that is not true. A customer support outsourcing team will:
- Be more flexible and adaptable to the current trends and influxes in customer requests.
- Be more secure and protected.
- Save business’ resources while providing a better customer experience.
- Be more scalable.
Getting secure services, saving money and accessing a previously unavailable skill set are among the most popular reasons for outsourcing.
4. Statistics help make future projects successful
Gathering the information and analyzing the past performance is one of the keys to future success. When you know what your customers want and need, understand all problematic areas of the product, can fix them, and move towards customer support outsourcing, you can predict whether your future endeavors will be successful.
Why Do Businesses Outsource?
To Cut Expenses
59% of businesses cite reducing business expenses as a number one reason for hiring a customer service outsourcing team. The decision is especially popular among small businesses and start-ups that might not have the resources necessary for building a support team.
Important note: businesses opting for an outsourced team will not be able to fully cut expenses. They would simply reduce the cost. For example, customer service outsourcing allowed IBM to cut customer communication costs by a whopping 97%. Cut, but not eliminate altogether.
To Get the Needed Expertise
When thinking about customer support, business owners have no idea how to build an efficient, secure and professional customer service team that will be a perfect addition to their business. An outsourced solution, on the other hand, doesn’t require previous experience, and will provide their clients with their own expertise in optimizing and streamlining a customer support process.
To Get the Possibility to Scale Fast
Sometimes support teams need to scale fast. It is especially required around holidays, when the inflow of customers’ requests gets bigger. Scaling an in-house team is difficult and expensive.
An outsourced customer support provider usually has a lot of experience in scaling the team in the shortest time. Moreover, an experienced customer support team management would know when it is the time to scale and follow hiring and onboarding processes themselves.
To Open Up New Horizons
- 62% of customer emails go unanswered.
- 2 minutes is the average first response time for a chat.
- 82% of customers want to get instant answers.
Real-time and instant answers are one of the most important keys to customer satisfaction. Ensuring a 24/7 customer support in-house team takes too many resources. An outsourced support solution takes around-the-clock care about the entire customer base instantly, providing answers and resolutions any time of the day. This opens up new horizons and helps customer satisfaction grow.
To Cover All Channels of Communication
21% of customers do not want to repeat themselves when connected to a different customer support representative of a business. Eliminating this issue is possible with an omnichannel support system.
A perfect customer support team has to cover:
- Social media messages.
- Reviews on different online platforms.
This is the only way to make sure customers are heard and understood, and their needs are fulfilled and satisfied.
Hire an experienced live chat outsourcing team to ensure an omnichannel approach to your customer communication.
Customer Service — Why Is It So Important?
Often a customer support team representative is the face of a business. They might be the only person from your entire company customers talk to. Giving them the knowledge necessary to resolve any technical issue, and simultaneously analyzing the resolution process, will give you a full understanding of the team’s efficiency.
Ensuring you have a perfect customer service outsourcing partner would be one of the most important steps in securing 100% customer satisfaction KPI.
Get your quote and start providing the best support to your customers.
Anna has been working as a writer for 5 years. She previously wrote about financial markets, conducting the research on the state of bonds and stocks on a daily basis. She is a keen reader with interest in historical literature and international cuisine. Her latest obsession — customer communication and ways to perfect it. If you want to connect with Anna, follow her on LinkedIn.Posted on