What is Outsourcing Customer Support Desk?

Nowadays to promote the product in internet you have to realize that every product or service has a refund policy. Rules of moneyback guarantee typically claims that any product could be 100% refunded during 4-8 weeks after the purchase date in case if the customer doesn't like product . To keep your clients happy you need to provide top notch support in addition to the perfect product.

What is needed to select better outsourcing Customer Support Service?

To start with what you should do is to learn their support team. If they provide a wide range of customer support desk such as email support, live chat support, telephone support, remote control support and so on, then you can continue reading testimonials and speaking regarding the price. Always get to know what kind of support services do they really offer. Is it technical customer support or just simple one (prewritten replies).

Is there a distinction between customer support and technical support?

The main difference is simple support can answer only typical questions that actually have prewritten replies and IT issues that require some additional knowledge are assigned to the tech department. But tech support doesn’t need any additional departments except general vendor support (answering some very special questions regarding the product). And the difference is within having several departments or only technical customer support department which will cover all issues but will be cheaper. However in some cases you don't need simple support department, if you’re selling easy product with a few documentations and simple functions. Companies that offer IT customer support can organize simple one too cheaper.

Offshore customer support services from India provide simple support only for some popular services. In Russia you could find an organization for IT customer support for a reasonable price.

Is there a distinction between live and emails support?

Ticket support is when customer sends an e-mail and then internet web service opens a ticket for him. Forum threads and tickets are very common. Usually customer gets support answer in 8-12 hours (up to 24 hours). Chat Support is a chat between support worker and a customer. In this case customer questions are being answered quickly and the response time is usually about 5 minutes. This can be good if you are selling a product for a price greater than $50 when customers require more urgent support assistance. The best is often a mixture of tickets and live support when technically hard issues get answered by emails and straightforward questions (greater degree of requests) are being answered live in chats.

Also IT customer support desk should have additional services offered. For instance it is extremely useful to have working reports service available. You can request a support services report and see how many emails have been replied during the last day and control the number of problems do customers have.

It is best to spend some time searching for good outsource support service provider simply because this is quite important to your sales.