The benefits of outsourcing tier 1 customer support: streamlining password resets and basic inquiries 24/7

Customer Support is organized into levels or tiers to ensure the best service. A typical support structure relies
Tier 1 Customer Support
Tier 1 Customer Support

Tier 1 Customer Support

Customer Support is organized into levels or tiers to ensure the best service. A typical support structure relies on a three-tiered system: Tier 1, Tier 2, and Tier 3 support. This arrangement can be simply thought of as an escalation-style approach for resolving customer concerns that ensure little investment and maximum customer satisfaction. 

Tier 1 Support: The Front Line of a Business Support :

Tier 1 Support is the first level a customer will reach when seeking customer support. In a common setup, Tier 1 Support agents are typically tasked to determine the intricacy of a customer issue and to provide basic assistance. In many cases, they will be able to resolve the problem without escalating it. However, if needed, the agents can transfer or escalate customer contacts to another tier team. 

The goal of Tier 1 support is to handle 70-80% of the user problems before finding the need for escalation. It is this support level that will interact with users most frequently.

Tier 1 support staff deliver basic services such as:

  • Explaining product or service details
  • Answering customer inquiries and executing basic troubleshooting
  • Collecting customer data
  • Resetting passwords

Why is a smooth password resetting process important?

In a research by Lunabee, 58% of those surveyed admitted forgetting their password frequently. This reality makes it essential for any app to have a simple and quick password reset process.

  • Doing data entry for request processing 
  • Determining the level of support assistance needed
  • Routing tickets 

Tier 1 Support Outsourcing :

Most businesses today outsource their customer service to third-party vendors. Of all the tiers, level 1 support is the most outsourced one. Tier-1 outsourcing agents help businesses with:

  1. Troubleshooting– Hiring a third-party support provider ensures that you will be working with a team that has extensive troubleshooting expertise and training.
  2. Effective Communication– The agents are well-trained to communicate fluently with users. 
  3. Ticket Routing– To ensure effective ticket routing, service providers train their employees on a regular basis and deploy cutting-edge technology.
  4. Data Entry– Vendors always train their employees to handle data accurately and efficiently.

Benefits of outsourcing tier 1 customer support :

  • Cost Reduction :

When you outsource tier 1 customer support, you don’t need to hire and train additional staff members to handle these tasks. Instead, you can rely on an outsourced team that has already been trained and is equipped to handle these tasks efficiently. Furthermore, many vendors already have advanced technology to perform basic IT support services. This eliminates the need for the company to invest in costly technology or infrastructure.

  • Access to Expertise :

Although these tier agents may have limited competence in handling complex issues, they are highly skilled in solving basic customer issues since they are regularly trained by their employers. 

Outsourced agents can accomplish support tasks quickly and efficiently using innovative techniques while adhering to relevant standards.

  • Increased Efficiency & Productivity :

Outsourced tier 1 support agents receive specialized training to complete activities based on standard operating procedures (SOPs). Since they follow standard methodology, tier 1 outsourced agents can effectively filter out and resolve repetitive user complaints. This, in turn, allows the in-house employees to focus on core competencies and revenue-generating activities. 

  • 24/7 Support :

With the rise of digitalization, customers are increasingly connected and expect instant gratification. This means that businesses must be able to provide support at all times, especially in the case of critical issues such as password resets and system outages.

Moreover, businesses operating in global markets must be able to provide support across different time zones and languages. This can be a challenging task for in-house teams, who may not have the necessary resources or expertise. 

Outsourcing Tier 1 support to a team that operates around the clock ensures that customers always have access to the help they need, no matter when they need it. This can lead to higher customer satisfaction rates and increased loyalty to the brand.

  • Improved Customer Satisfaction :

Customer satisfaction is critical for any business, and outsourcing tier-1 customer support can help to improve it. By providing fast, efficient, and effective support to your customers, you can help to build trust and loyalty. 

  • Reduced Response Time :

Outsourced tier 1 agents are available round the clock for customer support. The availability allows them to swiftly discover and resolve customer issues. This also reduces the cost of undertaking detailed system assessments and troubleshooting.

Wrapping Up :

Whether you are a small business looking to streamline your operations or a large enterprise seeking to improve customer service, outsourcing tier-1 customer support can be a valuable strategy to consider.  As an organization, you can choose which tiers to keep in-house and which to outsource.  Many businesses choose to start with tier-1 customer support outsourcing and subsequently train the outsourcing agents to take up the tier-2 and tier-3 support responsibilities. 

Thus, evaluate your business requirements and then decide on your outsourcing strategy.

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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.

According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.

With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.

According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.

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