Why Pay For The Heads When You Can Gain From The Utilization?

Over the years, India has evolved into a contact center outsourcing powerhouse. But is the country’s huge cohort of English-speaking call center workers enough to deliver great customer experiences?

Does it even matter?

Short answer: Yes, it does.

Today’s customers demand fast responses and personalized service. They expect brands to treat them as unique individuals, not put them off with canned scripts, generic solutions, and “spray-and-pray” support. In short, they want best-in-class customer experiences – and are willing to pay a 16% price premium if they get it. So clearly, customer experience matters – for Indian call centers and call centers everywhere.

And yet, many customers complain about long wait times, holds and repetitive transfers – all of which affect the quality of their experiences. Considering that 32% of customers are willing to walk away from a brand after only one bad experience, organizations cannot afford to ignore this aspect of their customer service strategy.

Fortunately, there is a solution to these challenges: Customer Support as a Service (CSaaS). Backed by cutting-edge AI-powered customer service, CSaaS enables companies to leverage an “on-demand” outsourced call center and deliver great customer experiences – sustainably, and at low cost.

Here’s why your organization should adopt human+AI customer support with CSaaS, instead of adding more (expensive) heads to your in-house contact center.

But first…

What is Customer Support as a Service (CSaaS)?

CSaaS is a flexible way to quickly add additional capacity to your support ecosystem. It provides a ready-made omnichannel customer experience management system that’s powered by humans and AI working in tandem. Hence a model as such helps businesses to outsource support and concentrate on their core activities.

By leveraging an Artificial Intelligence customer service model, you can design customized support solutions to boost customer satisfaction and enhance their experiences. And by working with a world-class CSaaS vendor like Syrow, you can strengthen their customer relationships and gain a competitive edge.

Why In-house Customer Support is Passé

The increasing ubiquity of the Internet and social media has transformed traditional organization/customer relationships. Customers willingly talk about their poor experiences on social platforms and discourage others from supporting the organization that was responsible for that experience. They also support brands that simplify their lives and provide more support channels than before. The COVID-19 pandemic has further entrenched these trends.

Organizations can keep up with these trends by adding more agents to their in-house contact centers. However, this involves significant financial investments in personnel hiring, training, and management, plus operational expenses and the costs of customer support software. For larger enterprises with huge customer support budgets, these costs may seem paltry. But for more humble establishments, it makes more financial and strategic sense to invest in offshore call center outsourcing and CSaaS.

Add Heads/Lose Money 

There are many reasons to consider a CSaaS model for your support function. Do you need to increase support availability during the holiday season? Or quickly scale agent availability to meet a sudden spike in support volumes? Are customers demanding 24×7 support that you can’t currently provide?

For all these challenges, CSaaS provides an easy, low-cost answer.

Why not add more agents in-house? In addition to increasing costs, in-house support does not provide the flexibility or scalability today’s organizations require. CSaaS however, is available on-demand, so you can scale up your support operations quickly to handle fluctuating demands – without breaking the bank. Add anywhere from a few to hundreds of agents over multiple channels, including voice, email, social media, and live chat as per your business requirements. 

More Reasons to Consider CSaaS

A specialist CSaaS vendor has access to the latest technology, including WhatsApp customer service software and AI-powered customer experience management software. Their agents also possess niche experience, and know what it takes to interact with customers in meaningful ways, whether it’s via calls, emails, chats or other channels. Further, the on-demand team will fit seamlessly into your existing support workflows, and exceed your current KPIs and customer satisfaction standards. They will also strive to lower your call center cost per call. All these advantages enable you to deliver the best possible support to customers – whenever, wherever they need it. 

Some CSaaS providers like Syrow provide multi-language support so you can put customers at ease, deliver personalized service, and improve their experiences. In the longer term, happy customers translate to loyal customers – and CSaaS makes this possible.

Conclusion

Today, when many organizations struggle to achieve a balance between lowering costs and improving customer experiences, Customer Support as a Service provides the perfect solution. With CSaaS, you can improve service quality and timeliness to meet your customer experience goals, while reducing support costs and re-focusing on high-value business objectives. Whether your goal is to fill short-term support gaps or meet long-term customer experience goals, explore the CSaaS model. You have a lot to gain!