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Best company for outsourcing customer service?

I am running a startup, and I find myself spending at least an hour every day answering customer service emails. I know it's not the best use of my time, and it's time to delegate it. What are some of the best outsourcing companies for startups? (read: affordable)

13 Replies

Ariela Ross
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Ariela Ross Entrepreneur
Community Manager at Visual.ly
Well, I know that you did specifically mention emails, but I'd personally recommend trying out Abby Connect if you're considering going the phone route at all. They're the best when it comes to customer service.
mario chaves
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mario chaves Advisor
CEO & co-Founder, Avantica Technologies
Don't know what stage your startup is in nor how many customers you actually have but if it were me, I would not consider outsourcing this function at the early stages of my company. There's nothing like hearing from customers and responding to them to know what you're doing right and what you're not doing right or could be doing better. Unless you are terrible at doing this, this should one hour a day well spent, IMHO.
Max Garkavtsev
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Max Garkavtsev Entrepreneur
CEO at QArea, TestFort
That's a regular customer support function. I was ready to write yo ua long message how to select provider properly.. but the volume you need is so low, that maybe you don't need a company at all. Just virtual asistant or something? How technical should be the person answering?
Jatinder Singh
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Jatinder Singh Entrepreneur
Consultant - Retail Industry Leadership at Slalom Consulting
Paul, You might want to look into chatbots as an alternative to a customer service companies. These are pretty cheap to build and maintenance is pretty low as well. A lot more dynamic and useful for customer service type of functions. Checkout our website at botplan.io. Download the white paper to learn more. If you have trouble with it - email me back and I will send you the white paper (3 pager - fun and easy read). You will save ton of money and have much better quality control on the customer service. Best Regards, -J. Sent from my iPhone
Musab Navish
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Musab Navish Entrepreneur
Initiator at IAM GREEN
Frankly speaking, you know better your situation but if I was given a choice, I would not outsourced the customer service work . Because, for any startup or for that matter, for any company. Eventhough, it might be time consuming but believe me connecting directly with the customers would give a real knowledge about the product and services you are in and a room to improve. Afterall, no matter we believe, it is for the customers and their needs.
Naveen Coomar
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0
Naveen Coomar Entrepreneur
Enabling Organisational and Individual Performance Transformation
Hi Paul, I can sense from your message that you consider responding to customer mails is a redundant and low value job and therefore you are planning to outsource it. I do not know much about your business model and/ or the product. However, at a generic level for a startup firm this may be one of the most critical elements of our business value chain. This job is not only about responding to 'redundant sounding mails' but could deliver tremendous value of insight into customer requests/ demands/ complaints/ preferences etc. I shall therefore request you to consider keeping this with yourself and find some other elements in your daily routine that is lesser value. Regards, Naveen Coomar Cell: +91.9810.232.822 LinkedIn: https://in.linkedin.com/in/naveencoomar
Jeet Doshi
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Jeet Doshi Entrepreneur
Love helping businesses & investors with Accounting | Bookkeeping | Controller | Part-time CFO services
Paul, did you just mention outsourcing? delegate? and affordable? Guess what, we can help you here. We help startups with lot more than just customer service and back office which would save you tons of money and have much better control. We also offer private label services, just in case you don't want your clients to know of our collaboration and keep your brand image in tact.
Check us out at analytix.com. I've also sent you a message on LinkedIn. Talk soon.
John OHanlon
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0
John OHanlon Entrepreneur
Owner of Banks Printers
difficult one that one Paul because a high percentage of the time only you can give an accurate answer. What we do is have a bunch of PDF files which answer typical questions thoroughly...you can cret these from your past email thread by copy/paste. Sending these out as replies will save you a shed load of time and you know you are getting the right answer across PLUS having a close contact with the customer. John O'hanlon *Banks Printers * John O'Hanlon, 13 Church Road, Banks, Southport PR9 8ET Tel/Fax: 01704 229697 Home: 01704 232620 Mobile: 07717 518167 [removed to protect privacy] www.banksprinters.com
Viktor Dmytrenko
0
2
Digital Marketing Manager at Ubertesters
For QA tasks you could try http://ubertesters.com/
Vlada Piddubna
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0
Vlada Piddubna Advisor
Head of Business Operations at CyberCraft Inc.
Paul, I agree with the previous comments - if you spend not so much time for it, maybe it's not worth outsourcing it at this point. Consider how much time you'd spend to actually delegate this function (to find an appropriate person/company, train them and then check their work). Also consider possible damage to your customer relationships in case of unprofessional outsourced support. At this stage of your business such damage may be irreparable.

Yet, when your needs grow, I'll be happy to consult you on setting up an outsourced support team. Especially if you need it 24/7, you should consider going offshore (e.g. Eastern Europe), so that the time zone differences allow for uninterrupted 24/7 operations of the American and offshore teams.
You can check out this page for more info

Just ping me, if you have a question.

Cheers,
Vlada
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