The Future Of Technical Support Outsourcing: Top Trends And Things To Know
2018 is coming to a close, and most people live, breathe, and eat the Internet. It has empowered consumers to perform a lot of tasks that previously took a lot of time to do, such as shopping, learning, banking, and more. The world has become a smaller place because of this, as the internet allows people all over the world to meet at a common place: online.
To keep up with the needs of the people, businesses have also migrated to this space. Naturally, each company aims to provide the best products and solutions for consumers globally.
In an ideal world, business operations go smoothly and customers never have any problems or issues at all. Sadly, we’re not living in that world. If your website, e-commerce store, customer support system, or any other online channels break down, various aspects of your business could be compromised. It could even create a negative impression with your consumers or hurt your sales.
So, in a world connected by the internet, social media, and smart devices, it’s in almost every business’ best interest to invest in technical support outsourcing. It’s more than just the digital version of calling a plumber to fix your leaking pipes.
Tech Support Outsourcing at a Glance
Companies need tech support for a variety of reasons, and the core focus of the support will depend on what their priorities are and the industry that they operate in. Here are some of the most commonly outsourced tech support functions and how they add value to a company:
Data security – Secure data servers are essential for the business as well as their consumers. For one, company data may contain business plans, financial plans, and any or all tactics that companies use to grow. This is top secret information that should not fall into other people’s hands. On the other side, there’s sensitive information that customers entrust businesses with (credit card details, residential address, etc.) that should also be protected at all times.
Automation – Processes run faster and more efficiently when things are automated—whether it’s payroll, marketing, or inventory management, analyzing and improving the processes that can cut down operation times is crucial.
Customer service – In the age where the customer is king, it’s absolutely essential to add value to the customer experience wherever possible to stand out from the competition. Customer service and support play a huge role in defining the overall customer experience quality. And although it might not directly affect business growth, it more than makes up for it by fostering trust, loyalty, and advocacy.
Software Application Development/Maintenance – The digital age has brought about an increased number of software projects, which can be costly to develop in-house. Outsourcing app development and maintenance helps reduce overhead costs associated with software implementation and provides the necessary technical expertise to provide high service quality.
Cloud services – The usage of cloud services has been commonly associated with Software as a Service (SaaS) and Platform as a Service (PaaS) businesses. This involves applications that are hosted by the vendor and made available to customers through a network (the internet). This approach lets businesses create and implement applications without needing to invest in the underlying infrastructure, reducing costs and increasing overall efficiency.
The Future of Technical Support Outsourcing
Technical Support Outsourcing Market Growth
Earlier this year, it was revealed that the technical support outsourcing marketing is growing steadily. It is set to achieve a CAGR of 8% by 2022, denoting that the industry is about to expand due to new technologies and higher demand from businesses.
Chatbots and Virtual Assistants
IBM reports that 85% of all customer interactions will be handled without human agents by 2020. Customer-centric business practices are here to stay, and chatbots help businesses achieve this. By always being there for the consumer, their questions are quickly addressed in a fast and timely manner.
This opens up new opportunities for the tech outsourcing scene by creating new roles and functions within the industry. IT experts will now have to work with the latest technology like AR, VR, IoT, and the like.
Cloud Services
Cloud services are not just limited to enterprises anymore. Small-to-medium businesses are set to migrate to cloud computing to optimize their business process, increase productivity, and reduce hardware costs. It is projected that cloud traffic will increase 3.7 times by 2020.
This is easily becoming one of the top reasons why companies outsource IT support. It’s efficient, cost-effective, and these days, they’re a business staple.
Emerging Markets
IT services are commonly outsourced in India, Malaysia, and the Philippines. In the coming years, this is set to change. Studies suggest that new markets in Vietnam, Colombia, and the Czech Republic will compete with existing markets in offering the best and affordable tech support. This signals that demand is rising, and the tech support outsourcing industry is growing.
Augmented Reality
The adoption of AR can change the tech support industry as a whole by allowing remote teams to help each other more effectively. A great example is Porsche’s AR program Tech Live Look, which allows their tech experts in Atlanta to help on-site mechanics solve issues in various dealerships. They were able to cut down service time by almost half and communicate with other team members more seamlessly while in different locations.
Predictive Analytics
Data has gotten smarter with predictive analytics. Benchmarking and calculating performance improvements will become more manageable as new tech can now analyze past metrics, customer behavior, and service outcomes. This will allow businesses to focus on their ops and keep all teams aligned with their goals.
Rising Demand for Cost-Effective Solutions
Having onsite technicians can burn a hole in a company’s wallet. Outsourcing has long been proven to help lessen that cost, and still allow businesses to provide high-quality support internally and to their loyal customers. The rising demand for this service creates a bigger market share for the tech support outsourcing industry.
Network Security
A 2017 Enterprise IT Services Survey notes that networking security is the number one priority of digital businesses. Almost half (47%) of the enterprises surveyed mentioned they outsource data security more often than any other IT service.
With the recent data breaches from major digital companies (i.e., Facebook and Google) enterprises are now compelled to focus on corporate and customer data. IT outsourcing contracts will include specific clauses to prevent data breaches and manipulation.
Customer-centric Servicing
Automated customer service is not limited to time zones or public holidays. This allows companies to deliver round-the-clock customer service and resolve issues at a faster rate. In effect, this can increase brand loyalty.
Online Reputation Management
Companies, whether digital or not, all have an online presence. They quickly realize how pertinent having social reputation management is to their name, whether they tap social media, online PR, or SEO services from their outsourcing partner.
AI and Robotic Process Automation (RBA)
RBA will continue to lower the cost of outsourced tech support services. Companies will prefer vendors that can provide this versus those that can’t. This makes use of AI workers and robots to automate common and repetitive software development tasks for increased process efficiency and cost-savings.
Adopting Emerging Technologies
With the rise of the Internet of Things (IoT), blockchain, and machine learning, among others, tech systems face a lot of advancements and updates at a much faster pace. Outsourced tech support agents are usually the best people companies can approach, as they are always updated with the latest tech buzz and innovative software.
Customer Identity and Access Management
CIAM software can provide a seamless cross-channel customer experience. It’s a rich database containing all information about your buyers. With this, both IT teams and managers identify the best way to market to customers. Yet another function businesses are looking to outsource.
Closer Relationships with Managed Service Providers (MSP)
The search is on for professional and loyal IT teams. Managers are now keen on the idea of having Managed Service Providers as consultants and business partners, further illustrating the importance of tech support for organizations.
Complete Integration from Managed Service Providers (MSP)
Companies prefer to have one MSP providing all their outsourced IT functions. In line with making MSPs business partners, this will allow for seamless integration, so that all business functions can work together in sync.
Final Thoughts
Thanks to our increasingly tech-filled world, IT services aren’t going out of style anytime soon. Effectively managed tech support and services can pose a lot of benefits for your business, from increased manpower and lowered costs to higher customer satisfaction and retention rates.
With the rising demand and advancing technology, the tech support sector is definitely poised to continue growing rapidly over the next few years. It’ll be interesting to see what other developments come next!
Contact us today to learn more about what the future of technical support outsourcing means for your business!
