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How to Decide if You Should Outsource Your Customer Experience

Epiphany Team

Customer experience outsourcing is becoming increasingly popular, but is it right for you? Here’s what you need to know.

For most of your clients, customer experience (CX) is the first point of contact with a living, breathing representative of your business. With the ability to make or break your brand, a successful CX strategy is one of the most important components of any business model.

More and more businesses are outsourcing CX to save money and improve their customer service. But how do you know when it’s the right time to outsource CX? 

1. You have a world-class product, but you’re having trouble providing your customers with comprehensive support 

It’s not always easy to provide the level of customer service your scope demands. More than 80% of customers expect a first-touch resolution or response within the first day of contact, and their loyalty to your brand hinges on your ability to reply quickly. 

Whether you have a small on-premise staff or clients across multiple time zones, there are plenty of reasons why your staff might be unable to provide the personalized, fast service your customers need. If you’re struggling to address all of your customer tickets in a timely manner, outsourcing CX can be just what you need to keep your customers happy.  

2. Your team has other important priorities to focus on

Your own employees may be capable of addressing CX requests — but that doesn’t mean it’s easy. More than half of today’s employees suffer from burnout, and the pandemic is only making matters worse. Your employees don’t have time to spare, and a high volume of customer service requests can take precious time away from other business operations. Outsourcing your CX allows your employees to operate more efficiently, with less stress and fewer interruptions.  

3. You’re having trouble hiring more customer support agents

Your customer support agents might be capable of addressing client needs, but today’s labor shortage can make hiring on-premise customer service agents extremely challenging. Outsourcing CX helps minimize risk and provides you with a steady pool of CX representatives as your business scales. 

4. You want to save money

When you outsource CX to qualified professionals, your business has the chance to expand and flourish. But outsourcing is an investment — and you need to determine whether the return on investment will offset the cost of outsourcing. Good news: it will. Good CX will minimize customer churn and improve brand loyalty. Plus, 86% of customers will pay more for it. 

5. You want to provide multilingual support to your diverse customer base. 

More than 60% of customers expect CX to address them in their native language, which means a happy customer base often demands a multilingual customer service team. If your CX strategy doesn’t include multilingual capabilities, it could be time to outsource. 

Create the Quality Experiences Your Customers Need

Great CX can transform your business, helping you maintain existing customers and attract new ones. But providing in-house customer support is extremely challenging and time consuming, especially for companies that are scaling quickly. 

Outsourcing CX is an investment that can pay dividends far into the future. At Epiphany, we become an extension of your team and provide an unparalleled level of service to your customers near and far. Leveraging detailed customer insights, highly trained agents, and decades’ worth of experience, we deliver the support your customers demand and build your brand’s reputation as a reliable business partner. 

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