Expanding customer support is a critical business strategy in any industry. Interestingly, as technology has advanced, the contact between customers and organizations has changed drastically. Gone are the days when a single phone number used to be the only way to reach out to a company or organization to register a complaint or inquire about the product they are offering.

The traditional phone and email support channels are no longer enough to offer a strong support service.

However, offering customer support across multiple channels can be a drain on resources. Fortunately, outsourcing is the answer to this challenge. According to recent studies,  over 95% of customers use two or more channels to reach out to companies.

In other words, companies have to be able to handle the peak in support demand across multiple channels. Rather than hiring staff to handle the peak in demand, outsourcing support is a cost-effective solution. It offers a competitive advantage as well.

Interestingly, more businesses are turning to outsourcing companies to meet the growing demand for customer support. Let’s take a look at some of the benefits of expanding customer support via outsourcing:

Better customer engagement

Offering support across different channels gives customers a chance to reach out easily. This improves customer engagement, thereby leading to stronger customer relationships. Outsourcing offers customers exceptional customer service regardless of which communication channel they have chosen.

Real-time support

Multiple support channels offer instant resolutions to customers. Furthermore, customers prefer to get their responses in real time. In fact, studies have shown that good customer service includes offering answers immediately. After all, time is money.

Reduces Costs

Well-trained agents have the skills to handle customer queries across multiple channels without breaking a stride. This can be cost-effective in the long run. In fact, outsourcing to a reliable company like Bobcares offers business access to a large pool of professional and well-trained end-user agents.

To wrap things up, expanding customer support across multiple channels has become easier with outsourcing. It is a tried and tested way to boost customer support and strengthen customer relationships at the same time.