Outsourcing becomes more and more popular these days, as more companies all over the world are turning to different destinations for outsourcing their business activities, and it’s no wonder. There are many advantages of outsourcing, and in today’s global economy, it becomes a common practice.
But before diving into the benefits of outsourcing services, it becomes essential to understand what exactly does outsourcing mean?
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.
1. Reduced operating costs
The most obvious and prominent benefit remains the fact that it saves money. Many of the 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 Philippines.
Outsourcing saves up the capital which can then be reinvested in your product or business. It can be used for more important issues within the company and things that will demonstrate to your customers the real value of the product.
Moreover, if you are an owner of a startup or a small developing company, it helps you avoid large expenses that could eventually lighten your wallet. Instead, you can focus on your business and have your customers being 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, therefore 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 those business activities that are important 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 location you are outsourcing to.
You can get your job done while you are off for the day and come back to your client or service is taken care of the next morning. This unusual advantage gives you the benefit of continuous business operations.
Outsourced labor, especially in Europe or Asia, also often includes multilingual workers and the benefits of having personnel who can respond to your global customers in many languages, and have a better understanding of certain cultural specifics.
3. Skilled professionals
The biggest issues 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 very successful in performing.
You won’t need to invest in recruiting and training staff for your business, providers like Retently can take care of all your Customer Success-related processes with their pool of highly skilled professionals.
Starting from customer onboarding and adoption and ending with 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 are 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, Net Promoter Score is becoming one of Customer Success team’s secret weapon.
But 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 for providing 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, such as multi-language survey option, integration capabilities and score notifications that your NPS product offers.
- 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 insights on 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 provide a prompt response to each of them. By outsourcing NPS programs, you ensure 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 the customers. Today’s automation tools many outsourcing companies use can personalize your contacts and responses in many ways that help them take care of 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 just gathering customer feedback is not enough, you have to 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 applying best practices for onboarding, deployment, adoption, retention, and renewal.
They can also customize a special approach with unique strategies, goals and milestones that are 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 not slipping away.
In 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 professional that assists you on the path to success. Retently is here to be your Customer Success professional.
Retently has been a reliable and committed outsourcing partner for a variety of companies around the world. We strive to to create things that generate results, promote growth and make your business the number one in your field.
We understand how to provide services that would meet the unique requirements of each customer. Get in touch with us for our services relating to the outsourcing of your Customer Success processes and this could be the beginning of your business growth.