The new and growing trend in the webhosting market consistently use outsourced support. With the webhosting industry becoming more competitive every year, reliance on outsourced web hosting support services has become a strategic benefit for hosting organisations.

What is outsourced webhosting support?

Outsourcing services involve the transfer of operations, tasks, jobs, or processes to an external workforce not directly affiliated with your company or business. The primary motivation for businesses to outsource services is to enhance efficiency and reduce costs.

Over the past decade, outsourcing has gained popularity as companies’ requirements have become more specialized. The startup ecosystem has facilitated this trend by enabling companies to concentrate on their core functions while delegating secondary tasks to third-party firms. In cases where the labor costs for certain positions are high, companies opt to outsource non-essential roles.

Why consider outsourcing?

Here are the compelling reasons to outsource hosting for your benefit:

1. Lower operational costs

   This stands out as a primary motive for webhosting  support companies to outsource specific services, aiming to decrease labor expenses and overall operational costs. When managed effectively, this strategy not only reduces company expenditures but also yields substantial savings.
2. Business Growth

   This is another compelling reason, with 60% of companies outsourcing to facilitate expansion. Recognizing that focusing solely on back-office tasks can hinder business growth, they prioritize managing IT systems and customer support in-house, while outsourcing enables the creation of innovative products and services.

   Cost-effectiveness remains a driving force, as evidenced by a 2006 Harvard Business Review study revealing that 97% of companies outsource to cut costs. Subsequent surveys in 2013 confirmed the long-term benefits, highlighting that outsourcing allows companies to access a global knowledge base, bringing significant value to their processes.
3. New Market Access

   Access to new markets is a strategic consideration for 25% of companies, as identified by research from HBR( Harvard Business Review). Additionally, 50% of multinational revenue in the coming decade is projected to originate from developing countries offering cost-effective outsourced services.
4. Flexibility

   Being Flexible is crucial in today’s uncertain global economy, and outsourcing provides companies with the ability to scale their operations as needed. This flexibility proves valuable in navigating challenges such as downsizing, particularly when the risk of employee lawsuits is a concern.
5. Peace of mind

   Peace of mind is achieved through well-structured outsourcing contracts, protecting both parties and mitigating the potential for contentious interactions during employee dismissals. The accountability placed on the outsourcing company contributes to a more stable and predictable working relationship.

7 Advantages of Outsourced Web Hosting Support

Here are the advantages of outsourced webhosting support services:

Part 1

1. Availability

   One of the advantages of outsourced WebHosting Support lies in enhanced availability. Entrusting your requirements to a dedicated team of WebHosting experts eliminates the need to wait for your in-house Tech Team to find a spare 5 minutes to address your customer’s queries.

   Instead, a committed and certified team of experts such as Bobacares continuously monitors your systems and aids your customers around the clock. This enables your in-house resources to concentrate on strategic objectives rather than dealing with the day-to-day issues associated with your technology, allowing for a more proactive approach.
2. Better Response and Resolution Times

   Similar to increased availability, outsourcing your WebHosting Support also accelerates the speed at which queries are resolved. The prompt resolutions, directly linked to response and resolution times, result in significant cost savings by minimizing downtime.
3. Flexible Hours

   While the majority of companies adhere to a typical 9-10 hours work schedule, numerous organizations also operate behind the scenes during off hours. One of the advantages of outsourcing your WebHosting Support is that the team remains operational 24/7, even during non-peak hours.

   

   Some organizations even provide Remote Monitoring and Management in conjunction with their help desk services, ensuring that support availability remains unaffected by the traditional workday schedule.

 2

1. Expanded knowledge

   One of the significant challenges in offering in-house WebHosting technical support is the limitation of expertise that one person can possess. Through outsourcing your support, you acquire access to additional resources and a diverse range of knowledge and skill sets.

   Many outsourced technical support companies make certain that their agents hold certifications across various technology vendors and platforms. This ensures that you receive expert support tailored to your specific business applications.
2. Cost Reduction

   For numerous organizations, one of the most significant advantages of outsourced WebHosting Support is the decreased cost linked to people and system maintenance. By outsourcing your support, you no longer bear the expenses connected with sustaining full-time employees in your Tech Support department.

 3

1. Single Point of Contact

   Another advantage of outsourced WebHosting Support is the provision of a single point of contact for all your technical support needs. This relieves you from the burden of remembering vendor contact information or maintaining multiple self-identified tech experts on speed dial.

   Even in cases where additional technical support is required, your outsourced support team can handle coordination. Allow the support team to take care of maintaining your technology and responding to your customers.

   With budgets continually tightening, managing a technology infrastructure and an in-house support team is an ongoing process. In essence, the benefits of outsourced WebHosting Support functions enable the offloading of these concerns.
2. Multi-lingual Support

   If your customer base is global, offering multi-lingual customer service can be a significant advantage for customers in non-English speaking regions. Major outsourced webhosting support companies operate in multiple countries and are willing to offer support in various languages upon request.

   

   In regions like the United States, where top-quality hosting providers already exist, attracting a sustainable number of customers can be more challenging if you cater exclusively to English-speaking demographics. Providing high-quality hosting services in developing countries with less robust infrastructure can be advantageous for your company.

Other 10 compelling reasons to opt for outsourced web hosting support

Investment

Recognizing the importance of offering technical support, you’ve acknowledged that establishing an in-house setup for this purpose may not be financially prudent. Creating a support center, complete with a team of hosting experts, constitutes a substantial investment and a deviation from your business perspective.

Outsourcing hosting support emerges as a practical alternative for hosting providers, given that outsourcing firms provide cutting-edge infrastructure and a specialized team of experts. Esteemed outsourcing companies in hosting support present services with pricing plans that are notably reasonable, making it an attractive option for hosting companies.

24/7 Hosting Assistance

A feature provided by hosting support companies is their capability to operate continuously, 24/7, for their clients. Typical hosting customers anticipate receiving prompt technical support from hosting providers, whether it’s day or night.

Considering that your clients may reside in various time zones and countries, a committed outsourced webhosting support provider can deliver service at that level. They efficiently cater to your hosting clients promptly. Your clients can engage with your outsourced support team through email or chat, resolving their issues without requiring your direct involvement.

Gaining Industry Knowledge

Hosting support companies specialize in support services as their primary business focus. When you engage their support service, you are tapping into their comprehensive expertise across the entire company.

Having a team of experts dedicated to resolving your clients’ issues can enhance your organization’s reputation, potentially attracting more prospective customers.

Facilitating Business Expansion

Outsourcing offers the advantage of freeing up more time for your core business responsibilities, as you no longer need to be concerned about support activities. With the alleviation of responsibilities related to talent acquisition and workforce management, you can dedicate more attention to making essential business decisions and enhancing your services further.

Management of Customer Feedback

With a dedicated support team managing your technical support tasks, they will gather customer feedback from your clients once they have resolved the issues. This feedback mechanism provides valuable insights into your services, allowing you to make important adjustments.

It not only helps in improving your services but also enhances your understanding of your customers. Additionally, it allows you to evaluate the performance of your third-party support team in effectively addressing customer problems.

Effectiveness and preparation

A third-party support team ensures consistent and efficient service. With trained professionals available around the clock, they possess the expertise to address all potential issues your hosting customers may encounter. Many support companies offer Helpdesk and live chat support, providing convenient assistance for your clients.

Holiday and off-hours coverage

There are no off days for hosting support teams or companies on holidays. Holidays hold significance for both businesses and customers. An outsourced team guarantees the timely resolution of your customers’ issues even during holidays, contributing to enhanced goodwill for your company.

Competitive Advantage

By assembling the right team of experts, a hosting provider can secure an unparalleled competitive position in the hosting industry, and a hosting support provider facilitates precisely that. This competitive edge allows for increased sales of hosting plans, setting the provider apart from the competition.

Flexibility

When you opt fro outsourced webhosting support services, scaling or downsizing your business becomes a simple process. Scaling simply means changing your support plan with your service provider, giving you the option to upgrade or decrease the support package based on your individual needs.

Cross-Technology knowledge

The web hosting sector encompasses various technologies, including diverse operating systems, CMS platforms, and database management tools. A third-party support company comes prepared with engineers and technicians who are well-trained and experienced in handling these technologies.

This ensures seamless service for your customers, overcoming any potential challenges posed by technological differences.

Other 10 compelling reasons to opt for outsourced hosting support

Seeking Hosting Experts and Engineers

When hiring in-house technical support engineers, the process involves scrutinizing credentials and conducting face-to-face interviews to ensure a suitable fit for the job. However, when outsourcing, these individuals aren’t directly under your supervision.

Therefore, it is crucial to inquire with the outsourcing company about the qualifications of their support team for hosting services. A prudent approach is to request individuals with a degree in computer sciences.

Human Capital

Customer support is inherently a people-oriented business that thrives on building and maintaining relationships with clients. To excel in this, you require highly qualified and empathetic individuals who actively listen to customers and provide effective solutions.

Industry Specialization

Selecting an outsourcing company specializing in customer support for hosting companies is essential. Different outsourcing companies have varied specialties, so choosing one knowledgeable in your field ensures they possess the necessary infrastructure and resources to meet your web hosting support requirements.

Provider’s Experience

Consider the duration the outsourcing company has been in the business of providing support for outsourced webhosting support companies. The cumulative experience of the company is crucial, indicating whether they have a team of employees capable of delivering quick and effective resolutions to queries.

The engineers and technical support team should demonstrate the ability to handle various problems and anticipate customer issues by thoroughly studying the server setup.

Determine the following

• • • The average personnel experience level and the company’s longevity.
    • The combined experience of the entire staff
    • Space security ensures data security.

Inquire about their office security, both physical and online. What steps do they take to avoid data theft? They must provide secure entry points and infrastructure to ensure safe data access.

Emphasis on Technical and Soft Skills

Both soft skills and technical skills play vital roles in web hosting customer support. While customer support personnel may possess the solution, effective communication with the customer is equally essential.

Cross-Technology Support

Web hosting involves a myriad of technologies, encompassing diverse OS options, various database choices, coding languages, cPanels, CMS, and security options. A hosting company is anticipated to offer support across these areas or services they provide.

Opt for an outsourcing company where engineers or technicians excel in navigating different OS, such as Windows and Linux, and demonstrate proficiency in resolving issues related to CMS platforms.

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Conclusion

Finally, outsourced webhosting support for your organisation has numerous benefits. These benefits include increased availability, faster response times, flexible support during non-peak hours, access to expanded knowledge and expertise, cost savings by eliminating the need for a full-time in-house support team, the convenience of a single point of contact, and multilingual support.

Embracing outsourced assistance not only streamlines operations but also improves customer service, positioning your organisation for long-term success in the dynamic web hosting industry.

By following the steps and with the help of a team of experts such as Bobcares, businesses can streamline operations, reduce costs, and ultimately deliver exceptional customer experiences, aligning with the ever-evolving demands of the market.