The race to scale while maintaining top-notch customer service is intense. Many companies think that they don’t need a service like ours. They’re growing quickly, things progress well and they take turns managing the service desk internally. Despite that, we believe that it’s exactly in that situation that they need our expertise the most. Right there, bang in the middle of the growth phase, a well-functioning helpdesk can contribute enormously.
Many businesses, particularly start-ups and tech companies, often hesitate to invest in customer support for various reasons. They might feel their current size doesn’t justify the investment due to a limited number of customer queries. Additionally, there might be a desire to maintain control, believing that no one else can understand their app or service as deeply as they do. While these perspectives are understandable, our experience shows that investing in helpdesk and customer support is always beneficial.
As businesses grow, so does the volume of customer inquiries—a crucial factor for any company aiming for expansion. Balancing business growth with the increasing number of customer issues can be challenging. Without a solid customer support system, maintaining a high-quality customer experience becomes difficult, risking deterioration. For many start-ups poised for success, a single negative customer review can significantly impact both credibility and reputation.
Case Study: Triumph with Telenor Software Labs
When Telenor Software Labs partnered with us, we slashed their escalated customer cases by 60% in just three months. Our 1st line support, available via live chat and email from 8 am to 10 pm, managed 96% of all queries, empowering their developers to innovate without distraction.
The effect? Freed-up time for the developers, who in consultation with the support team could prioritise and implement improvements as requested by the customers – as well as happier customers, naturally.
Focus on what you do best, and we’ll help you grow
We believe in focusing on what you’re best at, and you’re of course best at exactly what you do. What we’re best at is to look after customers and users in such a way that they’re satisfied, regardless of whether we’re able to help them or not. We listen – but not just to your customers. We can step in gradually and slowly take over your service desk to become a part of your operations, with integrated systems and continuous communication. It’s not about outsourcing in the traditional sense. It’s about entering a collaboration where you feel completely safe and secure in handing over your customer relationships to us, simply because you need to be able to focus on other stuff.
Why Choose Outsourced Customer Support?
- Scalability: As your enterprise expands, so does the influx of customer inquiries. An outsourced helpdesk adapts effortlessly to your growing needs, ensuring unwavering service quality.
- Expertise: Our team excels in swiftly resolving customer issues, liberating your internal resources to focus on core business functions.
- Enhanced Customer Experience: Negative customer ratings can tarnish your brand. Our solutions guarantee high satisfaction rates, safeguarding your reputation.
- Read here about the indicators that it is the right time to outsource customer service.
Dispelling Myths About Outsourced Support
We’ll also gladly burst another myth: that of what outsourced customer support actually is. Forget old notions of part-time staff with a side gig on top of their studies, answering quickly with predetermined response options. Forget collaboration partners who are only interested in as many customer cases as possible.
- Quality Staff: We only work with full-time staff, with agents with competence and genuine qualifications – and we help you to eliminate problems so that you can grow and the service desk can be as effective as possible. Read more about how we create a sustainable work environment in customer service .
- Control and Collaboration: You don’t need to let go of control, but instead of managing 100 unnecessary cases you can manage the 2nd or 3rd line support, and take care of the few customers who actually need help with something truly complex.
Building Long-Term Trust
Our collaboration with clients like Telenor Software Labs illustrates that outsourcing customer support is not merely a short-term fix but a strategic partnership for sustainable growth. We invite you to explore how our services can elevate your customer success and propel your business forward.
