What Is Technical Support?
Technical support is the assistance that businesses belonging to technology, electronics, and mechanical industries provide their potential and existing customers. It involves answering questions, handling requests, resolving issues, and troubleshooting. It is available to customers both before and after they purchase the products or services of businesses belonging to said industries.
Reading the definition above, technical support is pretty much like customer service. The only difference is that technical support involves troubleshooting. It also caters to certain products only. These products are technological, mechanical and electronics such as cameras, laptops, and mobile phones.
As the products that technical support caters to bring about complicated problems, many businesses choose to divide technical support into levels or tiers. The higher the tier, the more complicated the technical problem is and the more skilled the employees assigned in that level should be. Usually, a company only go as far as implementing tier 4 technical support operations.
A business can provide technical support through voice and non-voice communication channels. The latter primarily comprises of chat and email.
Email Technical Support
Accuracy is important in technical support. It is why many businesses implement email as one of its avenues. As the interaction via email is asynchronous, a business has more time to ensure that it sends out accurate responses that will help customers enjoy the products they purchased to the fullest. This is unlikely via the phone as the interaction happens in real-time.
Many customers prefer email because it has little room for miscommunication, unlike the phone where there are tendencies to mishear or misunderstand the words of the person on the other end. Customers also find it convenient because they can refer back to an agent’s email response in case a similar technical issue occurs again in the future. Email use is also cost-efficient.
Benefits of Outsourcing Technical Support via Email
For businesses belonging to the electronics, mechanical, and technology industries, technical support is crucial. It can even be as important as creating a good product. After all, their products can be as good as nothing until they are able to resolve the technical issue that customers are complaining about.
As email remains to be a go-to channel for technical support, a business needs efficient email agents if it wants to build a great relationship with customers and achieve brand loyalty. For this reason, many choose to outsource the task instead. For the benefits of outsourcing email technical support, check out the list below.
Reduced Operational Expenses
Maintaining an in-house team for email tech support can be financially-challenging because of overhead expenses. Purchase and maintenance of equipment that your in-house agents shall need are just some of the few things you have to worry about. These worries will be passed on to the outsourcing solutions provider once you outsource. They will be responsible for the tools and in making sure that your outsourced agents are doing a job well done.
Improved Technical Support
Providing technical support via email requires an expert staff that knows the ins and outs of your products, communicates in written well and types fast. When you outsource, you can gain an access to people that specialize in doing this non-core business function at a cost-competitive price. Consequently, you can guarantee a boost in customer satisfaction.
Many businesses choose to delegate live chat offshore because of its positive implications on cost. At a fraction of a cost, you can immediately obtain a competent staff that is more than capable to support your customers efficiently. As a result, your email technical support operations can go live straight away.
Add More Staff Easily
As your business grows, you will need additional staff. Good thing outsourcing companies can accommodate this need easily. Manpower pooling is a business activity that is common to all outsourcing firms. The hiring efforts never cease. Companies continuously share job posts across various platforms, screen candidates, and conduct interviews even when there is no concrete need in front of them because they’ll never know when a client will avail their business solutions.
Guaranteed Confidentiality of Business Information
Sharing internal business information with your outsourcing partner is often inevitable. This is why it’s important that you partner with a vendor that has information security protocols in place. In assessing potential outsourcing partners, ask for proof of their ability to protect information against uncertainties such as an ISO Certification. It is a testament that attests to a company’s reliability in securing data against leaks, breaches, or hacks.
Industries That Outsource Email Technical Support
Outsourcing is a popular business practice that has been around for more than a decade. Many businesses venture into outsourcing because of its positive effects on cost and productivity. In the roster of outsourcing destinations, the Philippines is number one for voice-related BPO services and second for non-voice BPO. The latter type of BPO service includes email technical support. It is primarily because of the country’s competent labor force.
The most common industries that outsource email technical support are as follows:
- IT and Software
When You Should Outsource Email Technical Support
What better way to know when to outsource than to look at the reasons that prompt other businesses to do so. On that note, listed below are the common goals that led businesses to outsource email technical support. If most of the items are the same things you want to achieve, then it’s most likely time to delegate the task to specialists.
- Access the best practices for email technical support
- Gain a competitive edge
- Enhance technical support
- Increase customer satisfaction
- Provide prompt and accurate email responses
- Concentrate on core business function
- Maximize business productivity
- Increase operational efficiency
- Reduce operating costs
- Access quality but affordable talent
- Expand operations in a cost-efficient way
- Guarantee data security
- Save time
- Save money
Needless to say, all of these can only happen if you choose the right outsourcing partner for your business. It’s important that you do your own research about outsourcing, the offshoring destinations, and the pros and cons of outsourcing. Trust us. Sparing time to research can go a long way. There are many resources online that will equip you with the knowledge you need to choose the right outsourcing partner that will push your business to greater heights.
Outsourcing in the Philippines
Who are the major powerhouses of BPO?
India – US $ 154 Billion in revenue (2017)
China – US $ 130.9 Billion (2015)
Philippines – US $ 22.9 Billion in revenue (2016)
English is our adopted language
Produce 450,000 college graduates annually
Has low Philippine currency exchange rates
Offers the cheapest office spaces in Asia
Our government supports BPOs with PEZA Tax benefits
No.1 Trending Country as the Top Voice Outsourcing Destination (according to international research)
2nd in non-voice complex services
Top 3 IT-BPO global locations, after India and China
In the Top 10 worldwide outsourcing destinations
The Anderson Advantage
The business landscape is evolving rapidly and as a business, it takes more than passion and will to stay ahead of the competition. You will need strong tactics with all the support you can get in the most cost-effective way. Expanding your business with us gives you access to a suite of comprehensive solutions and world-class services allowing you to rival with companies alike and even compete with big businesses. We aim to empower your business and provide coherent support for you to be able to reach your goals.
Global expertise, Global Standards
We are ISO 27001:2013 certified which guarantees you that all your company’s data is secured.
Get access to a vast pool of talents giving your brand experts in specific fields when you need it.
An Extension of Your Brand
When you succeed, we also succeed. We aim to help you build a strong and robust extension of your business.
There is no one size fits all solution for all businesses. We make sure that we deliver a customized concoction that is compatible with your brand.
How do I start outsourcing?
Outsourcing is more than just a way to reduce costs. Its benefits can be astonishing if you outsource to the right BPO company. To guarantee the best value out of your outsourcing venture, follow the steps below.
- Identify the challenge that you want to address through outsourcing.
- Research on outsourcing. Find out the top outsourcing locations in the world and their outsourcing vendors. List the BPO vendors that you deem promising to help you.
- Choose one vendor from your list. Look for its contact information and reach out.
- Explain the challenges you have identified initially. During the exchange, the vendor will ask more about your processes to know which service is the best to help you.
The outcome of the fourth step will determine what will happen next. If the discussion went well, then the next step can be a deeper discussion about your partnership. Otherwise, go back to step number three.
If you want to know more about this opportunity, don’t hesitate to contact us. We are more than happy to help you!
Business Development Manager Philippines: +63-917-869-8070 Australia: +61-2-851-812-64 LinkedIn: https://www.linkedin.com/in/paulsalud/ Website: https://andersonbpoinc.com/
Anderson Group BPO, Inc.
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Business Development Manager