Outsourcing your web hosting support service is always the best option. There are a number of reasons, which we have discussed here: Why outsource? When you begin your search for the best outsourced support service, you will quickly realize that the number of options is high. Many support companies, however, belong to the lower tier in terms of quality, but there are simple ways for you to differentiate between low quality and high-class outsourced support services. You are obviously going to look for an outsourced support company that provides a high number of great features and is also cost efficient. Here are 5 steps given by customers who ignored them and had to pay the price:
Take Your Time
When your company is going live it may seem imperative to immediately hire an outsourced support service. But in the interest of ‘hiring quick’, you will definitely end up overlooking major flaws and losing out on benefits. So take your time, meet with as many support services as you have to, weigh the pros and cons and then make an informed decision. Better be late than sorry.
Ensure There Are No Communication Gaps
A common problem you are bound to face with outsourced support is a gap in communication. There are two aspects to look for, delays in response and language problems. For the former, make sure you set SLAs (Service Level Agreements) that define and stress quick response, via call, email and chat. For the latter, make sure the outsourced support service you opt for has technicians with a good grasp on at least the English language. You don’t want to waste critical time on translations and explanations during a crisis. Talk directly to the manager assigned to your company and ensure you are all on the same page.
It’s important to know the support company that is going to cater to your valuable customers. You might want to go beyond their own website when it comes to a background check. Ask them for references or contact information of previous customers. Ask previous customers about their firsthand experience with the support service. Lastly, look for reviews and feedback submitted by other customers.
Be Technology and Area Specific
If your company hosts websites on Linux, you want an outsourced support company whose expertise is Linux systems. Before you pick a support service, outline all the technology and areas you are going to need outsourced support with. Then look for a company that provides support for all those areas. A company that says ‘we can try to help, or ‘we’ll hire guys for that’ for even one area of support should be on your ‘no’ list.
Perform Scenario Based Tests
Try to run some scenario based drills with your outsourced support service. This is a great way to not only test their capabilities but also build rapport between your company and the support service. Some outsourced support companies offer free trials, which you can utilize as a test period.