• Aleksandra Bondarenko, SEO Content Developer at Wave.video


• 08.03.2023 07:45 am
#fintech

You’ve decided to outsource support. Congratulations, done properly, outsourcing support improves customer satisfaction while reducing expenses. However, it’s essential to choose the right provider. 

Many firms get caught up on which functions to outsource. For example, a company might offer live chat support and then focus on protocols relating to this function. However, when we look at a professional service provider, they already have outstanding protocols in place. You can see an example of this in action at https://supportyourapp.com/live-chat-outsourcing/    

Before you start to think about that, however, you should know what to look for in a provider first. Read on to learn more about choosing the best possible provider for your needs. 

Expertise

Is the firm experienced in serving fintech companies? Do they fully understand the intricacies of the industry, and can they provide high-quality support for your target market? The fintech market generally requires consultants to have higher levels of technical skills.  

Therefore, partnering with a company with the requisite competency is essential. 

Security

You deal with sensitive financial information and are subject to strict regulations. Therefore, your service provider must also protect that data. They need to adhere to the regulations in your home country, and also in their own country. 

It may be worthwhile to run a thorough risk analysis. While this may prove costly, it is an excellent way to vet a company. The cost is also minimal when considering the fallout from a data breach. 

Flexibility

Do you have product launches or marketing drives coming up? Do you need to upscale your operations quickly? Having a flexible provider makes it easy to gear up during peak periods and scale down during quiet times. 

Level of Support

Can the provider deliver the level of support you require? Do you require a dedicated team? While this is more expensive, it provides the closest level of support to an in-house team. Should you wish to opt for a shared team, how many other companies will the team work for in one day? 

What services does your target market need? Do they need technical support or simple support? Do they need multilingual consultants? 

Communication

You should take notes on how well the company communicates with you from the start. Do they answer their phones quickly? Are they responsive and pleasant to speak to? Do they provide the details you require, or do they give vague answers? 

You need a company that excels at communication. If they cannot deal with their clients properly, how will they train their consultants to treat your customers properly? 

Cost-Effectiveness

Fintech companies must often operate on a tight budget, so they must look for cost-effective options. However, choosing the cheapest option is seldom the best. It is better to opt for scaled-down services from a more expensive company to get the best quality service. 

Reputation 

The final consideration is to carefully check the company’s reputation. Their consultants will represent your business, so it’s important to check how well they do their job. Deal with a reputable company with an established track record. 

Don’t be afraid to ask for references and follow up with those companies as well. 

Customer Management and Analytics

Reputable companies use robust customer reputation management software and offer a range of analytics. They should also allow you to listen in on calls, or recordings of calls. These tools allow you to keep track of ongoing service levels and identify ways to improve.  

In Conclusion

Fintech companies should take as much care as possible when selecting a company with which to work. Careful research upfront mitigates the risks associated with entrusting your customer care to a third-party provider.