What a Startup Should Know Before Outsourcing Customer Service

Jun 01

Starting a new business isn’t easy, but there are some things you can do in order to make it easier. In this case, we are going to lend you a helping hand by telling you what a startup should know before outsourcing customer service. Hopefully, this information will make the process of starting a new business a whole lot easier on you.

Request Routine Updates on the Progress

There are specific reasons why outsourcing has a tendency to fail and the fact that the company doesn’t get customer feedback is one of them. You see, customer feedback is a goldmine for marketing teams. When customer support is being outsources, then the communication between customer support and the rest of the business isn’t there.

Sure, the customer support team may be getting instructions from you, but are you receiving any feedback? If not, then you not only have little knowledge of what’s going on in the support team, but you also have no way of knowing what your customers are saying to the customer support team about your business.

You are the one in control of your business. Don’t be like many of the other CEOs out there that completely take themselves out of the picture when it comes to their customers. As a business owner, in order to know what you need to improve on (there’s always room for improvement), then you need to follow up with your customer support team and see what your customers have been saying. Just remember, your customers and clients are what makes your business, so it is important that you listen to their needs.

Choose the Right Team to Work With

Starting a business from the ground up is going to require a lot of effort. One of the daring steps involved here would be who handles your customers. Should you reach out and hire an agency, or should you look for individual freelancers? Many of the new entrepreneurs we have worked with have a tendency to go for the agencies. However, if you are on a tight budget, then you could search for freelancers, but make sure they’re right for you before you hire them. Regardless of the route you choose, whether it’s individual freelancers or an agency, they both have their pros and cons. Do your research first.

Get What You Pay for

Don’t ever think that getting cheaper services is the best route for you to take, because this could be a major mistake. Yes, we understand, you’re looking to save money and that is important, because you need money in order to run your business. However, on the same note, you need to keep in mind that you will get what you pay for. That is how life works, it’s not something we can overlook. Of course, we’re not suggesting that you need to hire an expensive agency, but we are asking you to do your research before you hire them. If the deal is “too good to be true,” then it probably is just that. You need to choose agencies/freelancers that have the skills and experience needed in order to professionally handle your customers.


In a world where every business is required to be productive, creative and tenacious in order to really thrive, we highly recommend you considering outsourcing your customer service. If this is something that you have tried in the past, but didn’t receive the results you had hoped for, don’t give up.