How to Build a Successful Offshore Team for Customer Support?

Customer Support Services

Customer support has been the deciding factor for a company to thrive in the long run. And the reason behind this is, effective telephonic and chat support services are what increases customer retention.

But still, the question remains, ‘Why Offshore Customer Support Team?’

Benefits of Building an Offshore Live Chat Support Service Team

Live chat outsourcing and chat support services offshoring allow you to focus on improving core business activities while delegating the established functionalities.

Further, the talent pool in developing nations, despite concentrated and brimming, is highly economical and can work wonders in bridging the skill shortage. In other words, you are paying less for better work than what is available in your country.

However, of all the advantages, the one that takes the highlight is the time zone coverage. A lot of professionals are usually in dissent for rotational and night shifts. But offshoring live chat support services allows you to take advantage of different time zones to be active 24×7.

Now that we have established the need for offshoring live chat support services, let’s dive into how to build the right team.

There are two methods to build a customer chat support team.

1st Method: 5 Steps to Build the Best Live Chat Support Services Team

In this method you or a delegate from your company have to temporarily move to the offshore location, rent a workspace, and hire a team to build your offshore customer chat support services wing.

1.      Prioritize Strong Communication

Communication is especially important for your customer support executives as they have to converse with your customers regularly. And the last thing you want is to lose customers because they couldn’t understand your executives.

Communication also matters in order to keep you updated with the improvements in everyday activities.

2.      Share Your Business Vision with the Live Chat Support Services Team

The quality of your customer support drops when your team doesn’t know what they are working for. Even when you are hiring the customer support executives, inform them of your plans and vision for your company.

Although your live chat support services team is not seeing the progress, keeping them in the loop will motivate them to work harder.

After all, everyone is working for their own small visions. If your vision is reverberating with their personal goals, your offshore live chat support team’s productivity will skyrocket.

3.      Designate Live Chat Support Service Team Leaders

Offshore teams often have a different way of working around things. They are different by culture, work preferences, latent inclinations, trends, and many other aspects. Expecting them to work just like how the in-house teams work might not be fruitful for the company.

That’s why it is advised to designate team leaders who understand the populace. They can better sort out the problems and guide the teams down the path of productivity. Even if it is criticism, the team leaders can tweak it in the way to provide it constructively.

4.      Eliminate In-house vs Offshore Mentality

One of the mistakes companies does when putting together offshore teams is making it a competition with in-house teams. It may work effectively for the short term. But in the long run, it does more harm than good.

It needlessly puts pressure on both in-house and offshore chat support services teams and makes them stressed out leading to decreased productivity.

5.      Visit Your Live Chat Support Services Team

A team that doesn’t know under whose leadership it is working has more chances of losing the motivation and fervor in the work they do. This happens quite a lot for customer support teams as the work tends to get repetitive.

Visiting your offshore teams also conveys that you care and pay attention to the work they are doing and value it. You can further choose to talk with the teams about how the company is proceeding and how they are doing a good job out there.

2nd Method: Partnering with an Offshore Live Chat Support Service Provider.

By this method, you seek out the best live chat support service provider, and partner with them for customer support.

This again works in different ways, but the prominent ways are where you can partner with the service provider who provides customer support as a service or hire a service provider to put together a team you can manage.

Wrapping Up

Both methods have proved quite successful in building successful live chat support teams based on the requirement. The latter is quite foolproof and is ensured to succeed as you will be hiring a live chat support service provider who knows the dos and don’ts.

But the former can be quite tricky as you will have to dedicate the manpower to build everything from scratch and can’t avoid the pitfalls.

We, wow customer support, are well versed in the nuances of support every industry wants and have been quite successful in providing quality live chat support services. We are open to partnerships and our portfolio is the testimony for our prowess.


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Why Shouldn’t Small Businesses Ignore Email Support Services?

Email Support Services

As a small business owner, you need to up your game in the market for lead generation. Plenty of ways ensure that your clients stay connected to you. After all, that’s how you are more likely to make them your customers for the long term.

One such resource that you can utilize for building customer relations is email customer support. Using such a service is going to be beneficial for your small business. If you are skeptical about implementing email marketing with your customer support service, then this post is for you.

Take a look at the reasons why your business should not ignore email support services.

Reasons Why Email Customer Support Is Vital For Small Businesses

Ø  Emails Offer High Returns

Retailers, who outsource email support, have witnessed a boost in productivity in their businesses. They noticed that with emails to welcome their customers alone got them three times more returns compared to other emails.

Customers love being in the limelight. They want your empathy so that they can look forward to your help in providing the best products or services. That’s where emails influence them to contact you and get your support for making purchases through you.

Ø  Email Support Outsourcing Services Help Retain Old Customers

With email support, you can send promotional emails to customers who had purchased through your online portal. Such customers leave their details, likings, etc. while surfing through your website. It can give you a clue about what kind of products or services they search online.

If, by chance, they do not purchase such services or products, then you can send them an email offering a discount or promotional code to lure them. That not only helps your customer get what he/she needs at the desired price but also gives you a recurring client.

Ø  Email Answering Services Nurture Brand Reputation

With email marketing, you are showing the world that you are active in the market. Most retailers create online platforms but do not have any such customer support services. That may cause a customer to perceive that the business is idle and unresponsive – eventually, causing him/her to move to another brand.

However, if you are regularly communicating with a lead or customer about your products and services, then you are increasing your brand value. Furthermore, you improve your reliability in their eyes, which gives them a reason to choose you over other competitors.

However, too many emails can act as spams that customers despise. That’s where an experienced email support outsourcing service would proactively plan the email campaign for promoting your retail business.

Ø  Email Support Services Are To The Point

With emails, your business interacts with the customers to the point. In the contemporary world, people usually do not like to be disturbed with customer service phone calls, as they are time-consuming. Furthermore, verbal communication is not always reliable for reference.

However, when you outsource email support services, you are communicating and promoting your business through written text that customers can check out in their free time. 86% of professionals prefer emails for communication as it is convenient. Additionally, it stays in their emails to check for offers or notifications whenever they need it.

Ø  Emails Keep Track Of Data and Backlog

Several backlogs between customers and support team executives can be stored and shared to continue interacting whenever needed. For instance, if a customer has a complaint, then he/she is delivered an email with an identification number that keeps track of the data related to the issue.

Through email support services, such issues can be resolved without the need to call and ask the customer about the problem. After all, the problem can be searched for in an email.

Ø  Email Marketing Is Cost-Effective

Email marketing, if outsourced through the right agency, can give you immense returns at the least expense. With the help of an email outsourcing service expert, you can target the right class of customers for your retail business.

The professional touch needed for attracting customers needs an exceptional tone that instantly makes them rely on your services and products. Unlike other modes of promotion, email services are cheaper. That way, you get more finance to invest in other departments of your business.

Final Words

With email customer support services, you have the power to connect with your customers without irritating them. You do need a good team to support your promotional campaigns online to get the best results.

Reach out to us to know how we can offer you the best email customer support services today!

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Why Is Customer Support Services Vital for Online Retail Business?

Customer Support Services

With exceptional customer support services, online retailers can make the best decisions. Customer support is vital for an online retail business, just like every other. However, the importance of such services has a lot more to do besides helping online business people make prudent choices.

Several uncertainties lie in the minds of the end customers, which need to be dealt with efficiently. Through this post, you will come to know several reasons pointing out why customer service outsourcing signifies the operability of an eCommerce store.

9 Reasons Why Customer Support Services Are Vital For Online Retail Businesses

1.    For Answering Questions About Products

Perhaps, the most important reason for having customer care services is to get solutions for the purchased products. Once an end-user buys a product from your online store, he/she might have issues that need to be sorted out. In that case, a customer service executive needs to be there to answer the queries.

2.    To Build Trust

The world of eCommerce is all about building trust. Customers are likely to find the reputation of your brand not just through the products, but also through the outsourced customer support you provide them. As per a survey done by Concerto Marketing and Research, 82% of the customers, who trust a brand, will continue using it for the long term.

3.    More Profits

Imagine a customer that has felt satisfied with the way your outsourced customer service solved his/her problem. Such an interaction is likely to turn him/her into a loyal customer. A customer experience impact survey noted that 86% of customers tend to spend about 25% more without being annoyed when they feel satisfied with the solution given to them through excellent customer service.

4.    Customer Support Outsourcing To Build Your Brand

Not everyone can give valuable time to train employees for attending the customers. Lack of dedication and time in this situation can even break your brand. That’s why choosing outsourced customer service companies can be an advantage, as they are already trained to handle all types of inquiries for your online retail business.

5.    Utilizing Customer Care Services For Marketing

Who says you cannot promote your products through customer support calls? That can be done too. The only difference is that marketing in this situation needs to be adapted within the solution being given to an end customer. A trained executive would efficiently upsell or cross-sell if he/she has to. That is the beauty of a good business model.

6.    Using An Outsourced Customer Service For Getting Insights On Customer Experiences

Spending money on customer surveys for learning about customer preferences, brand reputation, etc., can disturb your budget. Instead, you can invest in an exceptional customer support outsourced team, which will occasionally ask survey-based questions from the customers for your business. That way, you can get more output from less input.

7.      Customer Support Service Is Great For CLV

Customer lifetime value or CLV gives you an estimate of the gross profit attainable by maintaining a relationship with your customer. The importance of CLV determines the growth of your business. Through an excellent team of customer support executives, you are increasing your chances of retaining your customers for a longer duration. As a result, your customer lifetime value also increases.

8.    Helps Manage Problems

No matter how reputed your online brand has become, you are still going to face customers who are frustrated, furious, skeptical, etc. Dealing with such customers can be challenging unless you have an excellent customer service team to support you. When you outsource a brilliant customer support company, you reduce the costs of dealing with negative customers. Furthermore, a customer support team will proactively listen to all sorts of customer queries and complaints and give relevant solutions to clear their issues.

9.    Ensures Customer Satisfaction

To ensure that customers are satisfied with your online retail services, you need to exceed their expectations. And, you cannot manage all that single-handedly. Moreover, you cannot satisfy a customer with a mediocre team of phone answerers, who do not possess the required skills. What you need are professionals, who can empathize with your clients and connect with them to deliver your services with the utmost responsibility.

Final Notes

Using customer support services is a necessity that can either make your brand or break it. But, why risk it by hiring an inexperienced in-house team when you can rely on customer service outsourcing through reputed firms?

With the right customer support services provider, you can get profitable results for your online retail business. Instead of wasting your time and money on training new ones, focus on hiring experienced executives who know how to interact with your customers from the start.

Reach out to us at Wow Customer Support for hiring our exceptional customer support outsourcing services today!

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Things to Consider Before Choosing Your BPO Partner

BPO Partner

Are you looking to hire a new business process outsourcing (BPO) service, but have no idea how to pick the right one? Choosing the right BPO partner ensures you pick the right company for your needs. BPO services have the potential to take a significant load off your business allowing you to grow to new heights.

BPO services have their own strengths and weaknesses. You’ll need to evaluate factors such as technological capabilities, experience, and pricing to figure out if they are a good match for you.

A third of small businesses use a BPO, and that number is projected to increase to 52%. Choosing the right service for you ensures you maintain a competitive edge.

Insights to Choose Your BPO Partner

BPO Services must offer advanced technology

Competing in the modern business landscape means utilizing up to date technology. Implementing technologically advanced systems costs a lot of money and might be beyond what your business can handle. Therefore, it makes sense to hire a business process outsourcing service that uses the technological edge you’re after.

For example, BPO services using advanced artificial intelligence systems might make use of chatbots for live chat support to help deal with a high volume of customer queries. Customer service is an important part of running a business, but can become overwhelming when you scale. Offloading the task to a technologically advanced BPO company ensures your customer queries are handled effectively and to high satisfaction levels.

Does the BPO service have experience?

Do background research on the BPO service to determine how long they have been around. It takes something special to stay afloat in the competitive BPO service industry. Services that have stood the test of time typically have the experience to overcome challenges your business is faced with. It’s safer to go with an established BPO service that has a list of reputable brands as clients.

Also, scrutinize if experienced agents are working at the service. You want the best agents in the industry working on behalf of your company. After all, their work impacts your business. It’s more important for front office operations where BPO agents directly interact with your customers.

Ideally, BPO agents should have experience working in your industry. It advantageous because they will have detailed knowledge about what your business needs to succeed. The teething period is reduced and less training is required to ensure you get the best possible service.

BPO services pricing is a critical consideration

There is no point in hiring a BPO partner you can’t afford. You’ll end up canceling their service shortly and be back at square one. Choose a service that offers a competitive deal and is within your budget. Perhaps they offer a discount if you need more volume as you grow?

Hidden charges are a nasty technique used by services to extract more money. Reputable services will clearly disclose the final price upfront and won’t ask for more money.

Furthermore, you need to know what you’re paying for. Make sure you understand what the BPO service will do for the price. A detailed summary of the service provided leaves no ambiguity. It avoids a lack of misunderstanding that can lead to disagreements down the line.

Does the BPO company provide good communication?

Good communication is a key ingredient of a healthy partnership. It would be frustrating if you struggled to get in touch with the manager responsible for your account.

You may want real time reporting that details how effectively the call center company is able to complete tasks. Also, you might want to communicate what changes you’d like to make. In some cases it’s important that you immediately get an answer so communication is a key ingredient for a successful relationship.

Scalability and limitations

Will the BPO service allow you to scale without limitations? To ensure there is consistency you’d want to pick a BPO partner and stick with them for many years. Therefore, the service must have the infrastructure and staff to handle requirements as you grow.

Consider your projected growth and look for a BPO service that already handles clients of that size. Make sure they can give you their full attention and prioritize you as one of their important clients.

Furthermore, think about what limitations this BPO service will inflict on your business. For example, if you’re hiring a customer service team, then ask about the channels of communication they offer.

Customer convenience

The BPO company you choose must provide an excellent service for your customers too. After all, your customers are the lifeblood of your business. BPO service agents need to be respectful, considerate, and solve problems effectively when customers get in touch.

Also, the BPO service must be large enough so that waiting times are kept at a minimum. Otherwise customers might get frustrated with your company.

Final Glance about Your BPO Partner

The considerations to make suggested above are just part of the picture. BPO services company should be chosen with the specific requirements of your business. Therefore, you’ll need to make a list of requirements to see if a business process outsourcing service can match them.

If you’re ready to take your business to the next level consider using WOW Customer Support. We take the load off your business by handling customer queries, problems and questions. Wow Customer Service is an industry-leading operator that is an investment worth making.


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Top 6 Customer Support Mistakes That Can Ruin Your Business

Customer Support Mistakes

Historically, a lot of businesses publicly strives and struggles to improve their customer support mistakes, mainly via customer service outsourcing, and were successful in building an empire by the lessons learnt. Today, customer service is indeed one of the most important success factors for any business, and for good reasons.

Today’s customers are smarter and more connected than ever before, having higher expectations from the brands they buy from. In the presence of an overwhelming number of options, they tend to switch to competitors faster if they don’t get satisfactory customer service from your business. In the online world, where everything goes viral, either good or bad, customer support mistakes can ruin your business instantly.

Customer support outsourcing is rising as a key solution to avoid customer support mistakes and to remain competitive.

Here we caution businesses, presenting the top 6 customer support mistakes that can ruin a business!

1.      Inaccessible Customer Care Services

Many businesses, especially the small ones, are unable to make their customer service accessible 24/7 since it requires enough resources. However, this inaccessibility kills a business. Once the business is up, you must have means through which customers can be in touch with you immediately. Usually, businesses include means like customer support contact, email, feedback form, online chat and social media pages for the same. But it is not the end. These must be accessible 24/7. This is where small businesses usually end up losing their customers since they are unable to offer this facility to customers. Customer service outsourcing for small business helps here since outsource customer service let businesses offer 24/7 accessible customer support without incurring overhead costs.

2.      Arguing with customers

If any of your customer service representatives argues with customers to prove they are wrong, it is going to be the biggest turn off for them. This loss of customer is often followed by a trail of negative comments and reviews that can add to further sales loss. Keep in mind that it takes 5 times the money and efforts to attract a new customer than keeping an existing one happy. Small startup businesses usually take the help of outsourced customer service companies to get professional customer representatives on-board to deal nicely with their customers.

3.      Not Tracking Customer Records

Customer records are critically important for any business. Recording, reviewing and maintaining customers’ calls, queries, complains and feedback from different channels is a greatest business asset. It helps to personalize products and services in the long run. If you are constantly tracking customer’s previous history, it would help you spark up a conversation to let customer feel welcomed and more valued knowing you remembered. The same is applicable for emails. Don’t have sufficient staff or tools to track and maintain your customers’ record? Customer support outsourcing can help here too!

4.      Rigid adherence to policies

No matter how complex this might seem, businesses treating each customer interaction as special and unique are on the winning side. Whenever a customer comes to you regarding anything, it is an opportunity to develop a strong and personal relationship with them. So instead of telling your customer service representative to always tell customers, “sorry this is our company policy”, how about helping them handle customers differently. However, make sure the exceptions you make don’t hinder the business but are flexible to accommodate the occasional requirements. Customer service outsourcing for business helps address this challenge.

5.      Impersonal Messages

The modern customer of today indirectly calls this as “spam”. On a daily basis, we all receive unsolicited marketing messages and impersonal emails in our inbox. Customers don’t like uninvited and irrelevant marketing from the brands and this is a great turn off even if they can ever be interested in them in future. Today, every customer wants to be treated as special, and personalized customer support is a great way to achieve that. This is where outsourcing customer support is of great help.

6.      Late Responses

Though all feedback may not be constructive, it is mandatory to make your customers feel important and heard. A customer cannot be annoyed more by anything than a delayed or no-response.  If your customer support fails to give prompt response to their feedback, queries and complains, they would go somewhere else. A timely and effective response to customers is the key to business success. Also, it is one of the core competencies offered by professional and reliable outsourced customer service companies.

Concluding Thoughts

It’s tough to start a business, and even tougher to make it a great hit. Fortunately, by avoiding customer support service mistakes, you can make your business lucrative for a number of years to come. If you don’t have resources to develop an in-house customer support team, outsource it to Wow Customer support, a leading BPO service provider, known to build the best customer experiences by providing meaningful, personal and productive customer support.

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