Any kind of coding work means you need to take care of small details. If you miss a small bug in a line, the software won’t work. And it can take months to find the mistake. Working with Python code means you need to be a skilled problem solver and very detail-oriented. You don’t have the time to deal with common support issues and repetitive queries.
But when is it time to admit you need help? When do you start looking for an outsourcing company to partner with? The ideal time is before support issues start piling up.
In this post, we’ll look at when you, as a Python programmer, should start outsourcing support.
The Challenges of Handling Customer Service In-House
Are you a startup? There’s something romantic about dealing with customer queries and writing code on the side. After all, you might be creating the next Microsoft and no one knows your product better.
But, as your user base grows, so does the number of support requests. You can’t get around to all of them, and the emails start to pile up. Worse yet, you won’t have time to do much coding, which means delays in vital patches and software improvements. In the meantime, your competitors have analyzed your product and are developing something similar.
And now we come to it, running a support team takes time. That’s time wasted if it takes you away from crucial fixes or marketing your software. Here are some other issues with running your own support team:
- Reduced development time
- Slower response times
- Burnout
- Inconsistent support quality
As these challenges grow, it’s time to consider outsourcing.
Why Outsource Your Help Desk?
The benefits of outsourcing help desk services include:
- Cost savings
- 24/7 availability
- Faster response times
- Team scalability
- Access to expertise
- Ability to focus on core business functions
- Better service quality
- Advanced technology and tools
- Less employee burnout
Signs It’s Time to Outsource Customer Service
You should never rush into any business decision. Here are some signs it’s time to think about outsourcing:
- Your developers are spending too much time on support
- Support requests are piling up
- You need 24/7 Support, but it’s not feasible in-house
- Developers get involved in every support request
- Your customer base is growing faster than your support team
- Support costs are increasing
- Customer satisfaction is dropping
How to Outsource Customer Service the Right Way
Once you’ve decided to go this route, you need to work carefully to avoid the pitfalls.
Choose the Right Outsourcing Model
Did you know that there were a few different options with outsourcers? You’ll need to think about which is best for you:
- Dedicated support teams: In this case, your team works exclusively for your company. It’s ideal if you have a lot of support requests, but it is more expensive.
- Shared support teams: With this option, you share your team with other companies. It’s a more cost-effective option.
- Freelancers or contractors: Here you hire individual reps as necessary. It’s a good idea for early-stage startups.
Provide Technical Training
Python software often requires complex troubleshooting. That means you need to start with a company that specializes in IT or technical support. Then you need to:
- Create comprehensive documentation, FAQs, and troubleshooting guides.
- Provide access to sandbox environments, so the agents can practice.
- Establish clear escalation paths for technical problems that need your input.
Set Up Strong Communication Channels
You need to make sure that you and your outsourced team are on the same page. You can start by setting clear expectations about the way you want them to work. Then you’ll need to set up an easy way for your development team and outsourcer to communicate. You can use tools like Slack or Microsoft Teams.
You’ll also need a CRM system like Zendesk or Freshdesk so you can track support tickets. Finally, you should have regular meetings with the team so that you can iron out issues.
Start with a Trial Period
Don’t sign up for a long-term contract straight away. Reputable companies will let you start with a trial period. During this time, you need to monitor performance, including:
- Response times
- Resolution rates
- Customer feedback
Keep in mind that the service is going to be the best it will ever be at this stage. If they’re dropping the ball during the trial period, you don’t want to lock yourself into a contract.
Continue Gathering Customer Feedback
Even after outsourcing, keep gathering customer feedback to measure satisfaction and identify areas for improvement. A successful support team should not just resolve issues, they should enhance the overall customer experience.
When Keeping Customer Service In-House Makes Sense
Outsourcing isn’t for every business. There are situations where it may make more sense to keep customer service in-house:
- You offer highly specialized products
- Customer service is a core function for you
- You have the budget, time, and resources to maintain and grow an in-house team
Conclusion
In the early stages of your company development, it’s easy to deal with support requests fast. But, as your software gains traction, it becomes harder to cope.
If your customer support starts to fail, you’ll lose business. If you’re trying to juggle support and coding, both elements are going to suffer. It makes sense to look into outsourcing customer support before the support levels drop too low.
The key is to choose the right partner, which takes time and effort. Having the right team gives you instant access to the skills you need, improving customer service in one swoop. You leave the support to the professionals and focus on creating the best software possible.