Question

Should we outsource customer support in our ecom biz or keep it in house? We're currently getting 40-50 tickets per day, but expecting that to increase soon.  

Answer 1

If you outsource, just make sure you have an escalation process and clearly defined resolution management/flow. Customer service can make or break a business. Don’t fuck it up. Low level admin is fine, but doesn’t take much to turn that potential refund/happy customer/enquiry etc into a 1 star review.  

Comments

Thanks Rye! How about we'd have a customer support head to overlook and outsource the agents?  

---

@swindle4088 that’d be a good start, but an escalation chart/flow is also handy to have so you can always go back and plug any gaps/continual improvement. You get that right in this business, it becomes a blueprint for future success in customer service for anything you sell online.  

---

@curable9186 Thanks a lot! Could you give me an idea of what this escalation flow would look like?  

---

Is it like if this/then that algorithm for CS agents to know when to escalate to a more senior member?  

---

Good flowchart on this one: https://newmediaservices. com. au/. /escalation. / Good flowchart here: https://www. google. com. au/. /customer-service. /amp/
https://unito.io/blog/customer-serv...cess/

Answer 2

What do you sell? What is your website?  

Answer 3

My buddy recently responded to a similar question (he outsources) "I pay hourly. Originally was doing a monthly salary of $800. Now doing $4. 25/hr + 2-weeks paid time off per year (Earned per hour worked, tracked in Hubstaff). Expected 40hrs/week. Support + Operations. Email and phone"

Answer 4

In house, build a team, control the quality

Answer 5

Hi. Whats your website?