GrowCX
Customer service for a small company: in-house, BPO or embedded?
Small companies have three ways to run customer service: hire, hand it to a BPO, or embed specialists in their own tools. A way to choose, the questions to ask any provider, and where chatbots fit.
By GrowAxis team · · 2 min read
Customer service is often the last function a small company organises and the first one its customers notice. When the shared inbox stops coping, founders usually weigh two options: hire, or outsource to a BPO. There is a third worth knowing about.
The three models
Hiring in-house
Your people, your tools, your voice, full control. The cost is time and coverage: every hire takes weeks to find and train, and each extra language or shift means another hire.
A traditional BPO
A provider runs support for you, often in its own tools and to its own scripts, usually priced per agent or per ticket. It covers volume and hours quickly. The risks are distance from your product, generic answers, and reporting on the provider’s terms.
Embedded specialists
Specialists from a partner work inside your helpdesk, in your brand voice and to your KPIs, as part of your team. You get the cover of a provider with the control of an in-house team. This is how GrowCX works.
How to choose
- Volume and hours. Steady volume in business hours can stay in-house; evenings, weekends and spikes call for cover.
- Languages. Each extra language is another hire in-house; a provider or an embedded team can cover several.
- Complexity. The more product knowledge an answer needs, the closer support should sit to your team.
- Control. If your support data and your tone matter, keep the work in your own tools.
Questions to ask any provider
- 01Will the work happen in our helpdesk, or in yours?
- 02Who owns the ticket history and the knowledge base?
- 03Which languages are native, and which are covered by translation?
- 04How are agents trained on our product, and how long does it take?
- 05Which numbers will you report, and can we see them live?
- 06What happens when volume doubles, or halves?
Where chatbots fit
A chatbot is not a support model on its own. It works best answering routine questions instantly from a maintained knowledge base, with a clear handover to a person. Whichever model you choose, build the knowledge base first and the bot second.
What to measure, whichever you choose
- CSAT
- First response time
- Retention rate
- Churn rate
GrowCX installs the helpdesk, escalation, bots and multilingual cover inside your tools, in English, Arabic, Dutch, French, German, Portuguese and Chinese, and goes live within 30 days.