The short answer is to lower the cost. By outsourcing, the company can save money and time, by not having all the salary expenses If you have an extended service agreement, then you can. You also have the benefit of having extended customer service hours, which for many companies can result in they can cover more hours cheaper than if they had to manage this in house.
Benefits:
Your main benefit is that your customer service becomes more flexible in hours, and staffing issues and costs will go considerably down. Furthermore, your company can focus on sales, maintenance, and other core functions of your business.
For companies in a growth status, outsourcing is extremely helpful since they don’t need to hire more staff or be overwhelmed with customer service requests and tickets.
What does it cover?
Our primary focus is to make your customers feel heard, then to try to solve their problems.
Typically the scope of solutions will be agreed beforehand, this way we know if and when a ticket needs to be escalated to the second line.
When do we escalate a case to the second line?
Your technical department, that we internally call second line, will typically be contacted by e-mail or Zendesk, when a case is out of scope. How we contact second line is typically something that is agreed upon, so it fits your business needs. So if you have another ticket system, we can accommodate that.