Tech Support Outsourcing for U.S. Big Tech Companies: Meeting 4 Major Service Pain Points for Long-term Growth

Top-tier customer service/tech support, coupled with tech support outsourcing, is crucial for U.S. Big Tech companies’ long-term success, as customer experience (CX) plays a crucial role in customer retention & business revenue. Recent studies show: failure to meet customers’ service standards leads to lost customers & revenue; therefore, U.S. Big Tech companies must consider their customers’ expectations and find ways to meet/exceed them to build strong customer loyalty and achieve long-term sales growth & success.

According to recent data (Zendesk), 62% of Big Tech company customers desire a positive CX. To meet these expectations, U.S. Big Tech companies must consider these customer service standards:

  • Knowledgeable & Helpful Reps.: recent studies show: 69% of customers expect representatives to have a deep understanding of Big Tech companies’ products/services, as knowledgeable technical support representatives are essential to a positive CX.
  • Rapid Response Times: according to recent studies, 72% expect fast response times to their inquiries.
  • Timely Resolution: recent data shows: 45% expect efficient problem resolution, with timely issue resolution being essential to valuable CX.
  • Personalization: according to recent surveys: 54% want personalized customer service, and personalized communication is important in determining satisfaction.
  • Omnichannel Support: likewise, 71% of Big Tech consumers expect multiple channels of communication to reach help desk support and want to enjoy their products/services with ease.

While Big Tech companies do a good job of meeting customer service needs, there’s still significant room for improvement. Studies from PWC, HubSpot, Accenture, and Microsoft show:

  • only 38% of customers believe Big Tech customer support has a good understanding of their products & services,
  • the average response time for inquiries is 12 hours and 10 minutes – far from customer expectations,
  • it takes an average of 10 hours and 40 minutes to resolve customer issues – also far from customer expectations, and
  • only 14% of customers believe companies provide seamless across-channel experiences.

To meet customer standards, U.S. Big Tech companies must consider tech support outsourcing of customer service to improve CX & long-term customer loyalty. In this article, we’ll cover:

  • advantages of customer service outsourcing for U.S. Big Tech companies to improve customer engagement & find long-term growth success,
  • noteworthy pain points encountered by U.S. Big Tech companies when providing customer service, and
  • how Callnovo Contact Center assists U.S. Big Tech companies with higher-quality technical support, meeting customer standards, leading to long-term customer loyalty & business success.

Big Tech Customer Service Outsourcing Pain Points

Top-notch in-house customer support can be difficult in the Big Tech industry due to high customer service standards. Notable pain points Big Tech companies face include:

  • Lack of Personalization: customers are increasingly-dissatisfied with the lack of personalized experiences in Big Tech company interactions due to the rise of chatbots & automated responses; according to Salesforce, 58% of customers are unsatisfied with the lack of personalized experiences.
  • Inefficient Response Times: Big Tech companies struggle to provide very-efficient timing in responding to customer inquiries. For example, the average social media response time is approximately 10 hours, but 62% of customers expect responses within 60 minutes; furthermore, the average hold time for tech support calls is 7.3 minutes, while customers expect connections with helpdesk support within 5 minutes or less.
  • Communication Issues: Customers without technical expertise struggle to communicate their issues to Big Tech technical support reps. An Accenture study found: 83% of customers prefer speaking with technically-inclined technical support reps hired for outsourced customer service for tech companies. While Big Tech companies often have tiered technical support, a Verge study found: 28% of customers reported that Big Tech customer support lacked the necessary tech. knowledge needed to help them solve their product/service issues.
  • Lack of Omnichannel Support: Big Tech customers expect interaction with companies across multiple channels; however, a HubSpot study found: only 9% of companies offer a seamless omnichannel experience.

Customer Service Outsourcing Advantages for U.S. Big Tech Companies

Offshore tech support outsourcing of customer service helps U.S. Big Tech companies improve customer engagement, achieve long-term business growth, and increase sales. Here’re some benefits of outsourced customer service for tech companies from an outsourced call center:

  • Personalization: Outsourced customer service teams personalize CX by using customer data & analytics to provide tailored solutions. According to McKinsey, personalization can boost customer satisfaction by 10%-30% and sales by 20%. Outsourcing customer service to teams with the right tools/resources ensures personalized service, leading to improved customer satisfaction & increased sales.
  • Efficient Response Times: Outsourced customer service teams handle high channel volumes and offer 24/7 availability, leading to faster response times. Software Advice and Sprout Social studies show: outsourced call center teams exceed customer standards in terms of response times. The average hold time for outsourced tech support calls is approximately 3 minutes and 38 seconds, and the average response time for outsourced customer service for tech companies teams on social media is within 60 minutes.
  • Technical Expertise: Outsourcing customer service to teams with specialized technical expertise helps Big Tech companies address complex, technical communication challenges. For instance, if a customer struggles with a technical issue related to software, outsourcing customer service to a team with technical expertise ensures efficient, effective issue resolution. According to Aberdeen Group, companies with specialized expertise in customer service see a 10% increase in customer retention rates.
  • Omnichannel Support: Outsourced call center teams provide omnichannel support by leveraging multiple communication channels, such as phone, email, social media, and live chat. By offering seamless omnichannel support, Big Tech companies meet customer expectations, improving customer satisfaction. A Harvard Business Review study found: companies with strong omnichannel customer engagement strategies retain approx. 89% of their customers.

Callnovo Contact Center’s Top-tier Tech Support Outsourcing Solutions

Two Big Tech company customer service outsourcing CSRs provide acute tier-based technical support for a globally-known provider of satellite cellular service.
Two Big Tech company customer service outsourcing CSRs provide acute tier-based technical support for a globally-known provider of satellite cellular service.

As an 18-year-tenured, leading outsourced call center, Callnovo Contact Center provides outsourced customer service solutions for tech startups, SMEs, and global corporations with a strong track record of delivering excellent techincal support.

Here’re some Callnovo advantages for your customer service outsourcing needs:

Client Success Story: Callnovo has been partnering with a reputable solar energy inverter manufacturer for 3+ years; their Australian office receives bilingual Brazilian/English-based technical support via inbound/outbound service calls and email due to high demand. Callnovo’s 15+ troubleshooters communicate through Zoho’s ticket-based system, conduct inbound/outbound calls, and email support agents contact customers & installers. Troubleshooting diagnostics are conducted and requested info. is relayed. This high-quality service ensures top-tier brand ambassadorship, increases brand identity, global reputation, and success while providing a high-class CX.

Conclusion

U.S. Big Tech companies must prioritize top-tier customer service – with knowledgeable reps, rapid response times, timely resolutions, tailored services, and omnichannel support – for long-term success. Offshore tech support outsourcing of customer service can address various pain points; outsourced call center teams offer personalization, technical expertise, efficient response times, and seamless omnichannel support, leading to improved customer satisfaction & increased sales. Outsourcing customer service through Callnovo Contact Center guarantees high-quality technical support, builds customer trust, and enhances your business reputation for long-term customer loyalty, growth, and success.

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