{"id":41130,"date":"2020-03-01T00:00:00","date_gmt":"2020-03-01T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/outsourced-technical-support\/"},"modified":"2025-03-13T06:30:06","modified_gmt":"2025-03-13T13:30:06","slug":"outsourced-technical-support","status":"publish","type":"post","link":"\/us\/en\/blog\/outsourced-technical-support\/","title":{"rendered":"Is outsourced technical support right for your business?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">As a business owner you wear many hats, but at its core, your main job is to provide value to your customers\u2019 lives.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With that comes a responsibility to help your customers if your product or service is defective, incomplete, or just plain confusing.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is where technical support comes in.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But the reality of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/small-business-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">managing a small business<\/a> is that you\u2019re probably already wearing lots of hats\u2014from boss to administrator to marketer. The idea of adding yet another hat to your wardrobe\u2014no matter how cute\u2014is the equivalent of going to the mall on December 23&#8230; literal hell.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If this resonates with you, it might be worth considering outsourcing your technical support.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this post, we\u2019ll look at:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><a href=\"#What outsourced technical support is, and why it\u2019s gotten such a bad rap\"><span style=\"font-weight: 400;\">What outsourced technical support is, and why it\u2019s gotten such a bad rap<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#What are the benefits of outsourced technical support\"><span style=\"font-weight: 400;\">What are the benefits of outsourced technical support<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#What are the disadvantages of outsourced technical support\"><span style=\"font-weight: 400;\">What are the disadvantages of outsourced technical support<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#4 steps to successfully outsourcing your technical support\"><span style=\"font-weight: 400;\">4 steps to successfully outsourcing your technical support<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#When outsourcing isn\u2019t a good fit\"><span style=\"font-weight: 400;\">When outsourcing isn\u2019t a good fit<\/span><\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><a name=\"What outsourced technical support is, and why it\u2019s gotten such a bad rap\"><\/a><\/p>\n<h2 style=\"padding-top: 30px;\"><strong>What is &#8220;outsourced technical support?&#8221;<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">As the name implies, outsourced tech support (sometimes referred to as your help desk) is the practice of hiring an outside company to do your technical support for you, answering customer questions and troubleshooting issues with your product or service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are many advantages and a few disadvantages to outsourcing your technical support services (<a href=\"#What are the benefits of outsourced technical support\">which we\u2019ll dig into later<\/a>), but before moving on any further, it\u2019s important we address the elephant in the room.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s no secret that outsourced technical support has gotten a bad rap. To be fair, some outsourced tech support companies don\u2019t offer great service\u2014they\u2019re slow, scripted, and honestly, kind of cold. But more often these companies\u2014and specifically the agents who work for them\u2014are discriminated against because of racism (<\/span><a href=\"https:\/\/www.businesstoday.in\/current\/economy-politics\/study-indian-bpo-workers-face-racial-abuse-daily-accused-job-thieves\/story\/264839.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">seriously<\/span><\/a><span style=\"font-weight: 400;\">).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But this is the 21st century. We live in a global economy, and it\u2019s totally reasonable\u2014and beneficial\u2014to outsource your tech support if it makes sense for your company.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The key is to determine whether outsourcing is for you, and if so, how to go about it intelligently. You won\u2019t necessarily change a person\u2019s worldview with a single positive phone call, but you <\/span><i><span style=\"font-weight: 400;\">can<\/span><\/i><span style=\"font-weight: 400;\"> provide them with a speedy and accurate resolution to their problem.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><a name=\"What are the benefits of outsourced technical support\"><\/a><\/p>\n<h2 style=\"padding-top: 30px;\"><strong>The pros of outsourced technical support services<\/strong><\/h2>\n<h3 style=\"color: #434343; padding-top: 20px;\"><span style=\"font-weight: 400;\">Cost savings<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">One of the greatest benefits of hiring a technical support company is the cost savings. Look at it this way: if you own a small to medium-sized business in a North American urban center, hiring in-house tech support can be costly. After all, you need to hire, train, and finally pay those employees a living wage. Outsourcing to a company where the cost of living is significantly cheaper means you can provide your customers with expert support at a fraction of the cost.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">[ebook-download title=&#8221;Learn more about managing your finances as a remote team&#8221; src=&#8221;&#8221; link=&#8221;\u200bhttps:\/\/www.ringcentral.com\/remote-work-finance-playbook.html\u200b&#8221;]<\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 20px;\"><span style=\"font-weight: 400;\">Powered by technology<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Whereas your makeshift in-house \u201chelp desk\u201d might consist of an agent taking phone calls and answering emails, a full-service outsourced tech support company uses <\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center\/products.html#ring-cc\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">state-of-the-art technology<\/span><\/a><span style=\"font-weight: 400;\"> to help as many customers as possible, <\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/omnichannel.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">through their preferred channels<\/span><\/a><span style=\"font-weight: 400;\">, in the shortest amount of time:<\/span><\/p>\n<figure id=\"attachment_2805\" aria-describedby=\"caption-attachment-2805\" style=\"width: 595px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-2805 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image1-44.png\" alt=\"RingCentral Contact Center\u2122 collaborative tool\" width=\"595\" height=\"442\" \/><figcaption id=\"caption-attachment-2805\" class=\"wp-caption-text\">For example, <a href=\"https:\/\/www.ringcentral.com\/contact-center\/products.html#ring-cc\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral Contact Center\u2122<\/a> consolidates all your support channels\u2014chat, phone, email, and social\u2014into a single, collaborative tool. The result? A serious boost to customer loyalty and satisfaction.<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<h3 style=\"color: #434343; padding-top: 20px;\"><span style=\"font-weight: 400;\">Round-the-clock support<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">If your customers are all around the world, they will want support when it\u2019s convenient for them, not you. Keeping your tech support in-house usually means only servicing one time zone.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Outsourcing your technical support services, on the other hand, allows you to provide your customers with 24\/7 access to your help desk. This way, agents either work in rotating shifts or are distributed across multiple time zones and provide a great <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a> no matter their location.<\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 20px;\"><span style=\"font-weight: 400;\">Easily scale up and down<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Besides the cost associated with employing an in-house tech support team, the resources required to scale the team based on volume can be huge.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Consider this scenario: Let\u2019s say you own a company that\u2019s highly seasonal. The number of support employees you need during and immediately after Christmas, for example, is double what you\u2019d need during the summer months. Outsourcing your tech support means not only offloading your customer inquiries but also the administrative duties associated with hiring and training seasonal employees.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><a name=\"What are the disadvantages of outsourced technical support\"><\/a><\/p>\n<h2 style=\"padding-top: 30px;\"><strong>Cons of outsourced technical support services<\/strong><\/h2>\n<h3 style=\"color: #434343; padding-top: 20px;\"><span style=\"font-weight: 400;\">Poor quality control<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">This is not to say that outsourcing your tech support will result in poor quality support. Instead it means your ability to monitor and influence the quality of support will be limited compared to if the department lived within your organization.\u00a0<\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 20px;\"><span style=\"font-weight: 400;\">Reduced feedback<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">If your software has a bug, you can bet your customers are going to find it\u2014and your help desk will be the first to know. If tech support is in-house, they can easily notify your development team to get the bug fixed. But if it\u2019s outsourced, it can take longer for them to not only be notified but also get the information they need to investigate and fix the situation.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bugs aside, lots of companies rely on <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer feedback<\/a> to decide what to work on next\u2014for example, if many customers need support for the setup of a certain product feature. If this describes your company, you may want to think long and hard whether outsourcing is the best way to go.<\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 20px;\"><span style=\"font-weight: 400;\">Limited niche technical knowledge<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">If your company gets the same troubleshooting questions over and over again and can easily resolve them with one or two interactions, contracting a technical support company may be the way to go.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">On the other hand, if customers often have complex questions that require technical expertise and serious <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-teamwork\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service teamwork<\/a>, outsourced tech support may be unable to help quickly enough, leaving your customers feeling frustrated and abandoned.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><a name=\"4 steps to successfully outsourcing your technical support\"><\/a><\/p>\n<h2 style=\"padding-top: 30px;\"><strong>4 steps to successfully outsourcing technical support<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">So you\u2019ve read through the pros and cons and have decided, yes, your company would benefit from outsourced tech support. Rest assured you\u2019re in <\/span><a href=\"https:\/\/www.worldwidecallcenters.com\/client-list\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">good company<\/span><\/a><span style=\"font-weight: 400;\">, with companies like Harvard Business Publishing, Sephora, and Globecast World TV also leveraging the power of outsourced technical and <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support<\/a>.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But before you give yourself a high-five, you\u2019ve got a bit of legwork to do. The next four steps will take you the rest of the way.<\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 20px;\"><span style=\"font-weight: 400;\">1. Identify your needs and limitations<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Being crystal clear about what you need will make your search for the perfect tech support outsourcing company smooth sailing. Ask yourself:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What languages do I need to support? What time zones?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Who are my customers, and how do they prefer to get in touch? (Remember, <\/span><a href=\"https:\/\/www.entrepreneur.com\/article\/300634\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">a recent report revealed<\/span><\/a><span style=\"font-weight: 400;\"> that \u201c52% of millennials actively use social media to resolve customer service issues.\u201d Learn more about <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/social-media-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">social media best practices<\/a> for businesses.)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">How many customer interactions are we currently handling on a daily\/weekly\/monthly basis?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What is my budget?\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3 style=\"color: #434343; padding-top: 20px;\"><span style=\"font-weight: 400;\">2. Seek out credibility<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Not all outsourced tech support services are created equal, and it\u2019s your job to sift out the good ones from the rest. The good news is there are a few clues to keep an eye out for to make your job easier:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Customer testimonials and customer stories: <\/b><span style=\"font-weight: 400;\">Specificity is key here. Look for customer names, job titles, and logos, as well as quotes and results that prove the value of the service, whether it\u2019s in dollars or some other relevant metric.<\/span><\/li>\n<\/ul>\n<figure id=\"attachment_2806\" aria-describedby=\"caption-attachment-2806\" style=\"width: 633px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-2806 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image5-25.png\" alt=\"How Xylem selected CGS as a BPO Partner\" width=\"633\" height=\"400\" \/><figcaption id=\"caption-attachment-2806\" class=\"wp-caption-text\">Customer quotes are great, but you know what\u2019s better? Video case studies like <a href=\"https:\/\/youtu.be\/_S38eoXSQHc\" target=\"_blank\" rel=\"noopener noreferrer\">this one<\/a>. After all, only a truly <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/happy-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\">happy customer<\/a> would go through the hassle of filming a case study.<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Reviews and \u201cBest of\u201d lists:<\/b><span style=\"font-weight: 400;\"> Remember to consider the source. If a call center company is giving themselves top ratings in every category, you should probably look for a less biased source. Even if they are the best, a second (or third or fourth) opinion never hurts. (Here are some <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-review-examples\/\">customer review examples<\/a>.)<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Certifications, trust seals, and awards:<\/b><span style=\"font-weight: 400;\"> These demonstrate a certain level of professionalism, security, and prestige. Again, you\u2019ll want to do a little digging to see if what they\u2019re flaunting actually means anything\u2014if it does, this could be a good indicator that they know what they\u2019re doing.<\/span><\/li>\n<\/ul>\n<figure id=\"attachment_2807\" aria-describedby=\"caption-attachment-2807\" style=\"width: 366px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-2807 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image3-30.png\" alt=\"Compliance certification from CGS\" width=\"366\" height=\"248\" \/><figcaption id=\"caption-attachment-2807\" class=\"wp-caption-text\">Look for compliance certifications like these (also found on the <a href=\"https:\/\/www.cgsinc.com\/en\/business-process-outsourcing\/technical-support\" target=\"_blank\" rel=\"noopener noreferrer\">CGS<\/a> website), which mean they\u2019ve been approved to handle your customers\u2019 data in a secure environment.<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<h3 style=\"color: #434343; padding-top: 20px;\"><span style=\"font-weight: 400;\">3. Create your troubleshooting manual<\/span><\/h3>\n<p>Once you\u2019ve determined your needs and limitations and found a credible <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/call-center.html\">call center<\/a> company to handle your technical support, you\u2019ll need to work with them to create your troubleshooting manual.<\/p>\n<p><span style=\"font-weight: 400;\">Don\u2019t underestimate the value of this manual. There\u2019s a reason it takes a decent amount of time and resources to put together. After all, this is what the tech support agents will refer to every time your customers reach out to them.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s what it should include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Frequently asked questions\u2014and answers, of course. If your customers ask the same 20 questions 80% of the time, the manual should provide those answers in an easy to understand format.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Product and feature details, as well as instructions for performing any tasks the customer would need to know about.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Detailed internal processes, like instructions on how to escalate issues that may be beyond the capability of your average agent.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Additional resources, like a link to a repository of past issues, customer-facing FAQ, or help center pages.\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<figure id=\"attachment_2808\" aria-describedby=\"caption-attachment-2808\" style=\"width: 700px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-2808 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image2.jpg\" alt=\"Refrigerator troubleshooting manual\" width=\"700\" height=\"282\" \/><figcaption id=\"caption-attachment-2808\" class=\"wp-caption-text\">No matter how simple you think your product is, your customers will probably find a troubleshooting manual useful. Here\u2019s an excerpt from a dishwasher troubleshooting manual.<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<h3 style=\"color: #434343; padding-top: 20px;\"><span style=\"font-weight: 400;\">4. Gather feedback and make adjustments<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Accept that even if you hire an amazing company with top-tier agents, they\u2019ll still need some time to work out all the kinks and get things right with your customers. Work closely with them to iron out your manual so they can work with their agents to deliver the best possible service to your customers.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><a name=\"When outsourcing isn\u2019t a good fit\"><\/a><\/p>\n<h2 style=\"padding-top: 30px;\"><strong>When outsourcing isn\u2019t a good fit<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">You may mull over the pros and cons of outsourcing your tech support and determine it\u2019s actually not a great fit for your company.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If that\u2019s the case, it may be worth investing in a tool (or tools) to help your internal team help more customers more efficiently. Here are two key things to look for:<\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 20px;\"><span style=\"font-weight: 400;\">1. Multichannel, single-profile support<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Phone-only tech support is a thing of the past. Some customers prefer to get help over the phone while others prefer live chat or email. Others still prefer a combination of all three, depending upon the complexity of their request.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Whatever the case, your team needs to be able to easily handle <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/inbound-calling\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">inbound calls<\/span><\/a><span style=\"font-weight: 400;\"> from all channels, and certain tools can help by consolidating all support requests into a single customer profile.\u00a0<\/span><\/p>\n<figure id=\"attachment_2810\" aria-describedby=\"caption-attachment-2810\" style=\"width: 840px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-2810 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image4-31.png\" alt=\"RingCentral live chat tool\" width=\"840\" height=\"636\" \/><figcaption id=\"caption-attachment-2810\" class=\"wp-caption-text\">For example, RingCentral\u2019s <a href=\"https:\/\/www.ringcentral.com\/engage\/channels\/live-chat.html\" target=\"_blank\" rel=\"noopener noreferrer\">live chat tool<\/a> allows you to see the customer\u2019s support history, so you can get up to speed on past and current requests.<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<h3 style=\"color: #434343; padding-top: 20px;\"><span style=\"font-weight: 400;\">2. Collaboration<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Collaborative tools ensure your departments don\u2019t operate in silos, which can be detrimental to your business.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, let\u2019s say your tech support team gets multiple requests a day for the same issue. It\u2019s a simple fix, but when you\u2019re getting 10+ requests per day it adds up. You need <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/effective-teamwork\/\" target=\"_blank\" rel=\"noopener noreferrer\">effective teamwork<\/a> here.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">On the other hand, the issue is something that could be easily resolved with just one day of developer work. The problem is these departments don\u2019t speak to each other.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is where a collaborative team messaging tool would come in handy. For example, the <\/span><a href=\"https:\/\/www.ringcentral.com\/rcapp.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">RingCentral<\/span><\/a><span style=\"font-weight: 400;\"> app lets you send instant messages and share knowledge and expertise across the team, eliminating silos and improving efficiency:<\/span><\/p>\n<figure id=\"attachment_2809\" aria-describedby=\"caption-attachment-2809\" style=\"width: 840px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/www.ringcentral.com\/rcapp.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"wp-image-2809 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image6-19-1024x601.png\" alt=\"RingCentral app lets you send instant messages and share knowledge and expertise across the team\" width=\"840\" height=\"493\" \/><\/a><figcaption id=\"caption-attachment-2809\" class=\"wp-caption-text\">Whether your team is in a single location or distributed, you can get the real-time answers and support you need to resolve issues quickly and for good.<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p>Of course, it helps if your team has a well-established <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/collaborative-culture\/\" target=\"_blank\" rel=\"noopener noreferrer\">collaborative approach<\/a> when it comes to helping customers.<\/p>\n<p>&nbsp;<\/p>\n<h2 style=\"padding-top: 30px;\"><strong>Is outsourcing tech support right for you?<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">A bad tech support interaction can leave a bad taste in anyone\u2019s mouth. In fact, <\/span><a href=\"https:\/\/www.ringcentral.com\/lp\/contact-center-customer-experience.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">41% of customers will actually stop<\/span><\/a><span style=\"font-weight: 400;\"> using a product or service after having to repeat themselves over and over or after being passed from rep to rep.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The truth is, whether you handle your tech support in-house or outsource your help desk, it really doesn\u2019t matter, so long as your customers are treated with respect and their issues are resolved in a timely manner.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For years outsourced tech support has had a bad reputation, but it\u2019s time to challenge the assumption that just because something is foreign means it\u2019s inherently worse. In fact, over the years outsourced tech support has only gotten better\u2014and it continues to delight customers thanks to expertly trained agents and state-of-the-art technology.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>As a business owner you wear many hats, but at its core, your main job is to provide value to your customers\u2019 lives.\u00a0 With that comes a responsibility to help your customers if your product or service is defective, incomplete, or just plain confusing.\u00a0 This is where technical support comes in.\u00a0 But the reality of &#8230;<\/p>\n","protected":false},"author":29,"featured_media":41136,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[402,1675,17998,17999,5213],"class_list":["post-41130","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","tag-customer-service","tag-customer-support","tag-outsourced-support","tag-outsourced-technical-support","tag-technical-support"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Is outsourced technical support right for your business? | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Learn about outsourced technical support, the benefits and drawbacks, 4 steps to successfully start outsourcing now, and more.\" \/>\n<meta name=\"robots\" content=\"index, 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