Why DTC brands should consider outsourcing customer service

Introduction

More and more DTC businesses are realizing the importance of providing excellent customer service. After all, happy customers are more likely to return, and they may also recommend your business to others. In addition, satisfied customers are more likely to be loyal, which can result in increased sales and profits.

So how can you make sure that your business provides great customer service? By outsourcing it to a third party. Here are four considerations you should account for when doing outsourcing:

1. Understand the benefits of outsourcing customer service

Customer service outsourcing is the contracting of customer service activities or functions to a third party. There are many benefits to outsourcing customer service, including cost savings, improved quality and efficiency, and the ability to focus on your core business activities.

1. Cost savings: One of the primary benefits of outsourcing customer service is cost savings. By contracting with a third party that specializes in providing quality customer service, businesses can take advantage of the third party's experience and knowledge in the industry. This can result in improved quality and efficiency of customer service, as well as lower costs. These lower costs can be achieved both through onshore or offshore customer service agents (or a mix of both), as well as improved technology and helpdesk system workflows.

2. Improved quality and efficiency: By contracting with a third party that has expertise in providing quality customer service, businesses can take advantage of the third party's knowledge and experience. This can lead to improved quality and efficiency of customer service, as well as lower costs.

3. Focus on core business activities: Outsourcing non-core activities such as customer service can also help businesses focus on their primary goals and objectives. By outsourcing activities such as customer service, businesses can free up time and resources to focus on their primary goals and objectives. This can lead to better products, services, marketing efforts, and overall increased profits as a result.

So, if you're looking for ways to improve your customer service, outsourcing may be the answer. Contact a third party that specializes in providing quality customer service, and let them help you take your business to the next level.

2. Choose the right partner that will make your life easier and your customers so much happier

When it comes to outsourcing customer service, it's important to choose the right third-party provider. Not all providers are created equal and not all are a great fit for your particular products and business model, so it's important to do your research and find one that can meet your specific needs.

Here are a few tips for choosing the right provider:

1. Do your research: The first step in choosing a third-party provider is to do your research. Compare different providers and ask them for references. Contact their past clients and ask about their experience working with the provider. This will help you narrow down your options and find the very best.

2. Match your needs to the provider's capabilities: Once you've narrowed down your options, it's important to match your needs to the provider's capabilities. Make sure the provider has experience in providing the type of customer service you need. They should also have the resources and technological infrastructure to support your operations.

3. Ask questions: When interviewing potential providers, be sure to ask them lots of questions. This will help you get a better understanding of their services and how they can meet your specific needs. We'll include a list of these questions in future posts, so be sure to subscribe to our newsletter to stay in the know!

4. Get a demo: Most providers offer demos or trials so you can see how their solutions work and how they could benefit your business. Take advantage of these demos and trials to see if the provider is a good fit for you.

5. Read the contract carefully: Once you've chosen a provider, be sure to read the contract carefully before signing up. This will help ensure you understand all of the terms and conditions of working with the provider. Be sure you understand who is paying for technology infrastructure (e.g. telephony, CRM / HelpDesk system, supervisory expenses, etc.).

By following these tips, you can choose the right third-party provider for your business and improve your customer service operations.

3. Create a successful customer service outsourcing relationship

1. Establish clear expectations: The first step in setting up a successful customer service outsourcing relationship is to establish clear expectations. Both parties should agree on what services will be provided, the level of service expected, and the budget. This will help ensure that there are no surprises down the road and that both parties are happy with the arrangement. Visiting your provider's facility (or facilities) in person will also help you understand the people, systems, and culture you are dealing with.

2. Define roles and responsibilities: It's also important to define the roles and responsibilities of both parties. This will help ensure that everyone knows their duties and is held accountable for their actions.

3. Set up a communication plan: In order to successfully manage a customer service outsourcing relationship, you need a good communication plan. Both parties should agree on how often they will communicate, what type of information will be shared, and who will be responsible for sending and receiving communications. This will help keep everyone in sync and avoid any misunderstandings. Quarterly business reviews (QBRs) are also a great way to deliver feedback to your provider, review progress on ongoing initiatives, and plan for changes and improvements in the next few months.

4. Establish performance metrics: In order to track the success of the outsourcing relationship, you need to establish performance metrics. These metrics can include things such as customer satisfaction ratings, response time, resolution time, and costs. By tracking these metrics, you can identify areas where the relationship could be improved and make necessary changes.

5. Regular reviews: Finally, it's important to schedule regular reviews of the outsourcing relationship. Again, Rush Order recommends the use of QBRs, but choose the right cadence that works for you. This will give both parties a chance to assess how things are going and determine if any changes need to be made.

4. Customer service outsourcing is the future

Customer service outsourcing continues to gain share, relative to running an inhouse customer service operation. More and more businesses are realizing the benefits of outsourcing customer service and are choosing to work with third-party providers.

This trend is likely to continue in the years ahead, as businesses increasingly recognize the value of quality customer service and a distributed workforce.

Third-party providers have the experience and knowledge necessary to provide quality customer service at a lower cost, which makes them an attractive option for businesses of all sizes. As the demand for quality customer service continues to grow, we can expect to see more businesses outsourcing their customer service operations.

Parting Thoughts

At Rush Order, we onboard new brands using a holistic approach that begins by gaining a better understanding of the desired customer experience you are hoping to create. To learn more about Rush Order's outsourced customer service solutions, please feel free to contact us and schedule a time to chat. No pressure. No obligation.