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Originally Posted by ANMMark
I personally think internal support should always come first, and outsourced support should only be considered as a backup.
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I agree with this. First you need to try everything you can to support your customer. You support officials will understand your way of doing business better than any other company. So, with your own support team, you are pretty much in control on your whole setup.
The outsourced should always be considered as backup OR when you think that you will get better results with it. Outsourced is not bad in point of view, but I think in this way, you have to pay for their mistakes as well.
Just my $0.02