Does outsourcing technical support help build your brand?

Does outsourcing technical support help build your brand?

OABPO Blog Team Published on November 8, 2013
female-customer-service-agent

Outsourcing technical support not only addresses customer concerns, it’s also an effective way to introduce your brand and keep its reputation positive.

When customers interact with your technical support team, they form a more impactful perception about your trade name than they do when they are exposed to your mass marketing efforts. The way your representatives present themselves and handle customer complaints contributes greatly to your brand’s image.

Front-liners as brand builders

Your technical support representatives are at the frontline of your business, especially if you company sells electronics and other tech products and services. They’re the first people your customers can reach if an issue arises regarding the use of your products. If the problem is addressed accurately, they build your brand’s reputation customer by customer.

How do you know if your tech support team is building your brand? See if they do the following:

They put your values into practice.

Your brand probably has a tagline. Is the message of that phrase being embodied by the people your customers turn to for technical needs? Say for instance, your company lives by the words “Service with a smile.” When a representative answers the phone, do the callers hear a happy tone at the other end of the line?

They understand your customers’ experience.

Instructing callers to set their browsers is one thing; ensuring that they do so correctly is another. In some cases, the failure to clearly deliver help instructions can cause more problems and even prompt people to leave their service providers. This should never be the case for your customers.

Their goals are aligned with the goals of your public relations team.

Your PR people (including your advertising and social media marketing teams) ensure the cleanliness of your name, and the service your tech support gives should yield the same result. To achieve this, the two teams should be acquainted with each others’ goals. It would also help if they consult each other in solving company image issues.

The process of outsourcing technical support should include not just finding the right outsourcing partner but also training your people to carry out service according to your values, your goals, and your customers’ experience.

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO3 days ago
#Repost | Team Allied Services and You:
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The companyโ€™s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO5 days ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

๐—ฆ๐—ฎ๐˜ƒ๐—ฒ ๐—ฎ ๐—Ÿ๐—ถ๐—ณ๐—ฒ ๐—•๐—น๐—ผ๐—ผ๐—ฑ ๐——๐—ฟ๐—ถ๐˜ƒ๐—ฒ ๐Ÿฎ๐Ÿฌ๐Ÿฎ๐Ÿฎ
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO5 days ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3Smzv6A

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO
Open Access BPO2 weeks ago
Quality evaluations may vary per #CallCenter, program, client, business model, or approach. But here are time-tested methods to accurately gauge service quality: https://buff.ly/3RI9Ghr
----------
Give your consumers high quality multilingual #CustomerService 24/7: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CallCenterOutsourcing
Open Access BPO
Open Access BPO2 weeks ago
Companies lose billions due to poor #CustomerService. But more than the monetary loss, giving customers reasons to leave can incur a far greater impact on your business.

Read: https://buff.ly/3DktOSk

----------
Step up your #CustomerRetention game by #outsourcing to a #CustomerSupport expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerCare #CallCenterOutsourcing
Open Access BPO