Oursource support
Do you use outsource support?
Is it expensive?
Most companies outsource Support and it is not really expensive. There are lots of outsourced support plans, such as Pay per ticket, Pay per live chat, Pay per support, Semi dedicated support plan etc. It is upto you to choose the preferred one as per your requirement.
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As a rule of thumb, when a company is trying to outsource any unit of their operation, it means doing the activity in-house is more expensive. So naturally, outsourcing is cheaper.
While it is a less expensive option, it isn't without its cons. One of the key problems is that you lose control of the quality of service. Someone else is talking and supporting your clients. Someone who doesn't care as much for your company's bottom line. I am of course generalizing and there are a few very respectable and known outsourcing support companies out there who do a great job. So if you are leaning towards this option, at least do your homework and pick a partner with a positive track record. Don't just go with anyone and don't go with the cheapest option, as it might end up costing you a lot more.
Nope, outsource support is not at all expensive nowadays. But, pricing may depend on what level of support you choose live level1, level2, level3 etc. OR what type of support you choose such as Live Chat Support, 12 hours support, dedicated staffing, shared hosting support, semi details.
I hope it helps.
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Outsource support is a better solution for cost management incase of middle level webhosting companies. You can find lot of hosting support companies, can work on hourly ticket basis support or can hire a dedicated admin only for supporting your clients.
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100% never! I have worked with some of the biggest Companies in the industry and even those outsource half the work, and well the work isn't good! Avoid it!
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It gets expensive if you're losing customers over it, that's for sure. ;-)
If you love your customers and your company, don't hire the most important part of this business: your support.
It's not a company somewhere in the world, and that makes no idea how difficult it was for you to get "that" customers that are going the extra mile to offer him the best experience when he needs help. Avoid this imo.
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Do you use outsource support?
Is it expensive?
It is not too expensive. Companies with large number of clients use outsource support and companies with no so technical savvy employees go with outsource support.
It gets expensive if you're losing customers over it, that's for sure. ;-)
Yup.
It's worth noting that a lot of companies outsource a lot of things. For example we have an accounting firm that handles our accounting for us - so in essence we've outsourced our accounting.
In this case outsourcing the accounting is cheaper than having an entire in-house accounting team capable of what the firm we've outsourced to can do.
Outsourcing is not inherently bad - but you do have to be careful who you outsource to and make sure that you get what you expect to get.
Just like not everything built in China is bad - there are a lot of very high-quality solid products that are manufactured in China - it's up to the company that is having that item manufactured there to be on top of tolerances and quality control.
There are good and bad outsourced support providers - and even if you find a good one - if you don't stay on top of them they can slip and get worse and worse.
Just like not everything built in China is bad
What?? Don't you know that everything that's not made in China is fake?
Outsourcing is not inherently bad - but you do have to be careful who you outsource to and make sure that you get what you expect to get.
On a serious note, what you said is very accurate. You could outsource any function of your organization.
My perception of it though is that when it comes to web hosting, customer support is about the only grand thing that separates one company from another. I just find that it being the essence of the business, it being both the core value proposition and a competitive advantage, it makes it that much more tricky to outsource.
As you mentioned, however, there are a number of great outsource providers and with quality control that you must impose, it might work out.
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As you mentioned, however, there are a number of great outsource providers and with quality control that you must impose, it might work out.
Having done a little outsourcing here or there to cover employee absences / gaps in the schedule [which are more likely with a small company, than a large one] - were that if you stay on top of the outsourced company things are usually great.
If you don't pay attention / let them do what they want they will very quickly degenerate into a train-wreck.
That said - if it comes down to excellent in-house support, ok outsourced support, or no support at all - I think most would choose ok outsourced support.
That said I've found hiring internationally good for covering all shifts without having to outsource to an outsourcing company. Technically the international employees are contractors and, as such, it's still technically outsourcing - but it works out better .
Of course there are pros and cons to outsourcing, but it's essentially the same as everything in your company ... it needs to be managed. If not performed properly, it will affect sales and your bottom line.
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Main reason of businesses being outsourced is the money they can save. That means they can have more money to get better and competitive since they are getting skilled people overseas on a very cheap price.
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I would agree with @mikeDVB - if you going to outsource, then you still need to stay on top of your support case's even it is to guide your outsourced support team. But just turning on the switch and allowing your outsource team to man the ship, agree will soon become a train wreck - this is how we run our outsourced services, it is helpful.
