Most companies outsource Support and it is not really expensive. There are lots of outsourced support plans, such as Pay per ticket, Pay per live chat, Pay per support, Semi dedicated support plan etc. It is upto you to choose the preferred one as per your requirement.
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As a rule of thumb, when a company is trying to outsource any unit of their operation, it means doing the activity in-house is more expensive. So naturally, outsourcing is cheaper.
While it is a less expensive option, it isn't without its cons. One of the key problems is that you lose control of the quality of service. Someone else is talking and supporting your clients. Someone who doesn't care as much for your company's bottom line. I am of course generalizing and there are a few very respectable and known outsourcing support companies out there who do a great job. So if you are leaning towards this option, at least do your homework and pick a partner with a positive track record. Don't just go with anyone and don't go with the cheapest option, as it might end up costing you a lot more.
Nope, outsource support is not at all expensive nowadays. But, pricing may depend on what level of support you choose live level1, level2, level3 etc. OR what type of support you choose such as Live Chat Support, 12 hours support, dedicated staffing, shared hosting support, semi details.
Outsource support is a better solution for cost management incase of middle level webhosting companies. You can find lot of hosting support companies, can work on hourly ticket basis support or can hire a dedicated admin only for supporting your clients.
It gets expensive if you're losing customers over it, that's for sure. ;-)
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If you love your customers and your company, don't hire the most important part of this business: your support.
It's not a company somewhere in the world, and that makes no idea how difficult it was for you to get "that" customers that are going the extra mile to offer him the best experience when he needs help. Avoid this imo.
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