When to Outsource Customer Service

Small business customer service outsourcing isn’t a one-size-fits-all solution, so let’s get real about where you stand. Your start-up should consider outsourcing if:

• Your response times are exceedingly long
• Your team consistently works overtime just to keep up with tickets
• You’re expanding into new time zones but can’t staff 24/7 support
• Customer feedback mentions slow response times more than product issues
• Your technical team spends more time on support than on development

However, outsourcing customer service to a BPO provider like Enshored isn’t always the answer for every start-up. We’ll get into this more below, but, in summary, you should hold off if your product is still in beta with rapidly changing features, you’re getting less than 50 support tickets weekly, or your current team resolves most issues in under 4 hours. You might also want to wait if you need deep technical expertise that’s hard to transfer, or if your support process isn’t documented or standardized yet.