I thought outsourcing our customer service was a bad idea until we tried it.

Our small software company in Austin was drowning in support tickets. I was sure an outside team wouldn't understand our product well enough. We signed a 6-month contract with a B2B service provider anyway, just to test it. After 3 months, our average ticket close time dropped from 48 hours to under 8. They actually trained their agents better than we could ourselves. Has anyone else had a good experience with a specific type of outsourced support?

4 comments

4 Comments

ryanm6016d ago

Wait, you got under 8 hours? That's insane @reesej27.

claire_grant3416d ago

Totally get being nervous about it. We had the same fear with our app support, but it worked out way better than we thought.

reesej2716d ago

Seriously? Claire_grant34, what's the actual worst case here? The app support just doesn't answer a ticket for a few days, it's not like the whole system crashes forever. People act like a slow email reply is a major crisis.

viola_lopez3016d ago

Notice how we've all gotten used to instant fixes. Makes waiting feel like a bigger deal than it is.