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Customer Support: The Difference Between Hiring and Training

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Serial entrepreneur, strategist, award winning integrator and author helping entrepreneurs unlock their potential, run bold brands effortlessly and achieve game-changing results.

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Hi, I'm ASHLEY

When it comes to customer support, there are two main options: hiring and training. Both have their own set of benefits and drawbacks, so how do you know which is the right choice for your business? We’ll compare and contrast these two options in this blog post and help you decide which one is best for you.

Training customer support representatives on your own can be a lengthy and demanding ordeal. Not only do you have to teach them the basics of customer service, but you also have to build your standard procedures for them to follow, keep up with industry standards and changes and ensure that they are always providing the best possible service to your customers. It’s a huge task that can take a significant amount of time and resources. it is one that many businesses simply do not have the resources to handle.

Training your own customer support representatives can include:

  • training the basics of customer service to establish the nature of the issue
  • teaching them your company’s standard procedures
  • keeping up with changes and industry standards
  • Building and maintaining standard procedures/SOPs
  • Ensuring compliance with laws and regulations
  • Handle all compliance issues
  • Keep up with industry standards and changes.

Hiring a company to manage your customer support, on the other hand, can be a bit more expensive but it has its own set of benefits. For one, you will have peace of mind knowing that your customer support team is always up-to-date on industry changes and standards.

Advantages of Hiring a Customer Support Management Company Include:

  • Have peace of mind knowing your customer support team is always up-to-date
  • Rely on experts to manage and train your customer support team
  • Focus on other aspects of your business
  • Save time and money in the long run.

Training every employee in the basics of customer service and then keeping up with changes is a full-time job. Management of new employees, employee retention, and compliance with laws and regulations is another.

This can save you a lot of time and energy, which can be better spent on other aspects of your business. In addition, hiring a company to manage your customer support can also give you access to their pool of resources, which can be invaluable when it comes to handling complex customer issues.

Additionally, you will not have to worry about managing the team on your own, as that will be taken care of by the company you hire. The company will build out the SOPs. SOPs, or standard operating procedures, are the guidelines that your customer support team will follow in order to provide the best possible service to your customers. This includes everything from how to handle customer complaints to what to do in the event of a problem.

Creating and maintaining SOPs is often a daunting task, but it is one that is essential to ensuring that your customer support team is providing the best possible service. Hiring a company to manage your customer support can take this burden off of your shoulders and allow you to focus on running your business.

Beyond that hiring a company to manage representatives that specializes in customer support can give you access to a pool of highly skilled and experienced customer service representatives. These representatives have likely worked with a wide variety of businesses and have the knowledge and skills necessary to provide excellent customer service.

In the end, the decision of whether to hire or train customer support representatives is up to you. Consider your budget, your time constraints, and your overall goals for your business before making a decision. Whichever route you choose, just remember that customer support is an essential part of any successful business. This can free up a lot of your time and allow you to focus on other aspects of your business.

So, which option is right for you? 

Ultimately, it depends on your specific needs and resources. If you have the time and energy to invest in training your own customer support team, then that may be the best option for you. However, if you would prefer to have someone else handle that aspect of your business, then hiring a company to manage your customer support may be the better choice. Whichever route you choose, just make sure that you are providing the best possible service to your customers. They are the ones who matter the most, after all.

Exciting, right? Now that you know the difference between hiring and training customer support representatives, it’s time to decide which option is best for you. Consider your needs and resources, and then make a decision that you feel confident about. In the end, many businesses decide their time is better spent on what their primary business is, and hiring a company makes more sense. Whichever route you choose, just remember to always put your customers first. They are the heart of your business, after all. Thanks for reading!

How we can help you

SheHelps is a done-for-you customer support and community management agency. We manage all of the day-to-day customer support for you and as such, know a thing or two about excellent customer service and support!

We can offer you integrated customer support, live chat capabilities, phone support, and community management, especially for online businesses. And the best part is that it will all be done for you.

We have all of the qualities and abilities that we’ve covered in our guide above and more. We act as your advocate on the ground and take care of your every customer, 24/7. You’ll never have to worry about your customer support again! Get in touch with us today if you’d like to get back your precious time and invest it in growing your business, all while enjoying world-class customer service that boosts your productivity and efficiency in a scalable system.

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