Outsourcing has become increasingly popular these days, as more companies worldwide are exploring different destinations for outsourcing their business activities, and it’s no wonder why. The many advantages of outsourcing make it an attractive strategy in today’s global economy, turning it into a common practice.
But before diving into the benefits of outsourcing services, it is essential to understand what exactly outsourcing means.
Outsourcing, also known as Business Process Outsourcing, is the process of hiring another individual or company, foreign or domestic, to handle business processes for you.
Outsourcing can range from a large contract, in which a big company manages IT services for another big company, to the practice of hiring a copywriter to write a piece of content.
Business owners now realize that there are many reasons that companies, both big and small, outsource various jobs, and Customer Success is no different. Let’s explore the advantages of outsourcing your NPS process in order to help you make an informed decision for your business strategy.
1. Reduced operating costs
The most obvious and prominent benefit remains the fact that it saves money. Many companies and individuals that provide outsourcing services can get your job done at a lower cost due to the difference in wages between Western countries and countries like India or the Philippines.
Outsourcing saves the capital, which can be reinvested in your product or business. It can be used for more critical issues within the company and on aspects that will demonstrate the product’s real value to your customers.
Moreover, if you own a startup or a small developing company, it helps you avoid significant expenses that could eventually lighten your wallet. Instead, you can focus on your business and have your customers taken care of by professionals.
Plus, the quality of the services provided is high since the companies that handle the outsourced work will often have more expertise, ensuring that low cost does not necessarily mean low quality.
But regardless of the size of your business, it is always good to reduce the costs when it is possible to do so.
2. Focus on the core areas of the business
Outsourcing your NPS processes would free up your time and enable you to focus on building your brand, invest in marketing, research and development, and move on to providing higher value to your product or service.
Outsourcing NPS programs will allow refocusing on important business activities without sacrificing quality or service in the back-office.
Apart from the time-saving advantage, the other much-praised benefit has to do with the time zone difference between your country and the outsourcing location.
You can enjoy the convenience of having your job done while you are off for the day, returning the next morning to find your client or services already taken care of. This unique advantage gives you the benefit of continuous business operations around the clock.
Outsourced labor, especially in Europe or Asia, also often includes multilingual workers, and there are benefits to having personnel who can respond to your global customers in many languages and better understand certain cultural specifics.
3. Skilled professionals
The biggest issue companies confront in their customer success programs is not collecting the data but efficiently acting on it. This is the distinct skill set that specialized companies have been successfully performing.
You won’t need to invest in recruiting and training staff for your business. Outsourcing providers can handle all your Customer Success-related processes with their pool of highly skilled professionals.
From customer onboarding and adoption to retention and renewals, a Customer Success team can take care of your customer experience and lifecycle.
The personnel employed by outsourcing companies is well educated in the Customer Success area and experienced in handling the business needs of companies that want to outsource.
Further, they utilize world-class NPS practices perfected over the years by working with multiple businesses around the globe.
4. Access to the right tools
While there are numerous ways of achieving and tracking customer success, the Net Promoter Score has become one of Customer Success team’s secret weapons.
However, sending out a one-time NPS survey is easy whereas creating an ongoing customer success and analysis process requires proper procedures and tools in place.
Outsourcing rules out the need for infrastructure costs as the outsourcing partner takes care of the business processes and, therefore, develops the infrastructure needed to provide successful Customer Success programs.
Outsourcing your Customer Success process will eliminate the need to acquire these resources:
- Surveying platform that will provide the results you need: You need to look at survey customization capabilities and make sure the survey follows the same styling as your product and promotions since most people associate a company with their branding colors and style. You’ll also have to pay attention to the set of features that your NPS product offers, such as multi-language survey options, integration capabilities and score notifications.
- Surveying channel that fits with your target audience: Figuring out the most effective channels to capture customer feedback can be a challenging task, as businesses have little insight into where and when to survey their customers. Outsourcing companies, having extensive experience working with various B2C or B2B businesses, know which approach best suits your business goals and needs.
- A system that ensures effective and efficient follow-up with respondents: With hundreds of surveys sent, it can get difficult to sort the feedback you get from the customers and promptly respond to each of them in order to close the feedback loop. Outsourcing NPS programs ensures that your customers’ concerns are addressed quickly and efficiently.
- Automation features that eliminate the need for manual labor: Properly implemented automated responses can be a great way of interacting with customers. Today’s automation tools many outsourcing companies use can personalize your contacts and responses in many ways that help them care for far more customers than you possibly could if you were using the old-fashioned way – manually.
With these resources available at your disposal, you would be faster in getting customer feedback converted into products, services, or features and better at delivering the value-added proposition.
5. Thorough analysis and reports
If you really want to improve the customer experience, you need more than just gathering customer feedback; you must have a comprehensive view of your customer journey.
You need to gather unstructured feedback like social media reviews, operational data, and insights collected during conversations with your customers to look at the big picture of the customer journey.
The automated choice outsourcing companies have access to, eliminates the need to do manual surveying and reporting, meaning that all data starting from who and when you survey to dashboard scoring and trend analysis, are handled for you.
Use your NPS as a valuable metric to track growing profit and customers’ overall sentiment of your brand. Then, complement NPS with other customer engagement and behavior metrics and insights into the aspects of your product that frustrate, confuse, or please your customers for a compelling view of the customer journey.
A thorough analysis of your customer journey is essential when it comes to analyzing the data and then following that with action.
6. Happy and engaged customers
Since NPS is all about ensuring your customers achieve their desired outcome, it’s only natural that, in the end, your most significant benefit will be satisfied customers.
There are several steps Customer Success teams go through to achieve that. They manage and measure success throughout the entire customer lifecycle and then apply best practices for onboarding, deployment, adoption, retention, and renewal.
They can also customize a special approach with unique strategies, goals and milestones specific to your product or service.
Using behavioral targeting and optimized campaigns, they foster relationships with the right people and the right frequency to re-engage and make sure your customers are staying caught up.
At the end of the day, you’ll have everything – the insights, tools, and team – necessary to retain your customers and turn them into brand advocates and your business’s greatest advantage.
Choose Retently as your NPS partner
Think of the Customer Success program as the bridge between your customers and your brand, and Retently as the engineer that builds it. You have most likely hired a lawyer, an accountant or a copywriter as the professionals that assist you on the path to success. Retently is here to assist your Customer Success professional.
Retently had been a reliable and committed outsourcing partner for a variety of companies around the world. We’ve always strived to create things that generate results, promote growth and make your business the number one in your field.
While outsourcing NPS processes offers significant benefits, we also understand the need for businesses to have direct, user-friendly tools at their disposal. Hence, we channeled our extensive outsourcing experience exclusively into developing user-friendly CX survey software. Retently simplifies the entire process of collecting and analyzing customer feedback. With its intuitive design, personalization capabilities and advanced analytics features, our software makes it easier than ever to gather insights and interpret customer sentiments, helping companies to manage their customer expectations efficiently.
We understand how to provide services that meet each customer’s unique requirements. Find out how our solution can transform your approach to customer experience by starting a free trial.