Outsourced customer support that feels like having your remote customer service team.
We provide specialized customer service outsourcing for small businesses and manage &
enhance their customer support as they scale. Hiring an in-house customer support team is
not an easy task, can be expensive, and inconvenient as your employees most likely can’t
serve your customers 24×7. So, outsourcing customer service would be an affordable and
smart idea for your small business.
You can select multiple options
Live Chat, Email, Social Media, and more – View every customer interaction on a single screen
Unlock more value with Helplama’s tailored support solutions for a better customer experience.
Helplama can serve your customers over a variety of channels, providing them with an integrated omnichannel customer support experience.
With Helplama, you don’t need to worry about changingyour helpdesk software. We specialize our customer service professionals to use all the industry-approved customer service software. So we will use the same helpdesk software you are already using.
Being a third-party customer service provider with a decade of experience in customer service, we have built strong recruitment processes and a team that filters through 100s of agents daily. This is something hard to build for a small business.
We procure talented agents based throughout the US and specialize to customize customer service interactions and provide your customers with a personalized experience.
To make sure that the customer service provided to your customers is not devoid of your brand’s voice, we train them based on YOUR previous customer service interactions.
To make sure that the customer service provided to your customers is not devoid of your brand’s voice, we train them based on YOUR previous customer service interactions.
To make sure that the customer service provided to your customers is not devoid of your brand’s voice, we train them based on YOUR previous customer service interactions.
We provide a 100% money-back guarantee, ensuring you zero-risk services
We provide a 100% money-back guarantee, ensuring you zero-risk services
Why do you want to outsource customer service? What is your motivation for outsourcing? It can be to cost reduction, 24/7 support, improvement in NPS, better coverage, or access to modern tools and processes, etc. At the end of day, you want your customers to be happy and get their concerned and questions answered effectively and quickly. Knowing what you need and what you want successful customer operations to look like would significantly help you find the ideal outsourcing partner.”
What are the channels that most of your customers use to get in touch with you? As per research, customers reach out brands across an average on 11 social media channels. So be clear about the support channels you need to outsource today and in the future, to provide flexibility to your customers and scale customer support. Maybe you just need to outsource live chat and email today, but you might need to outsource voice support as well in the fututre. Ensure that your outsourcing partner can handle all the support channels under one roof.
If your customers ask repetitive questions and answering them does not require a degree of expertise, definitely outsource customer service. For instance, if you run an ecommerce store, you can train customer support agents to handle customer concerns like delayed delivery, cancelled orders, returns, refunds, etc. But if you are a professional say a doctor or attorney at law, you should go for answering or appointment booking services only. In other words, if your customers do not need your personalized attention, go for outsourcing.
After you’re done identifies your needs and what you want out of oursourced customer support, you should create a RPF and ask potenial outsourcing partners to fill it out. A “request for proposal” is a formal document consisting a variety of questions you ask the outsourcing provider to know them better and help them recognize your outsourcing needs. Check out this step-by-step guide to create an outsourcing RPF and varoius templates.
Create an outsourcing RPF
Cost reduction is reported the most common reason 70% of companies consider outsourcing customer service. That’s why businesses generally get attracted to offshore outsourcing agencies that offer outsourced customer support at low costs. But it also comes with the risk of poor customer service experiences as offshore agents do not speak native language and present the risk to fail to appease your customer concerns. We suggest you to hire US-based customer service agents with appropriate tone and verbiage.
Brand voice is the personality your brand portray through all of its communications. Customer support agents represent your brand and the way they interact with your customers affects your brand voice. Create a guideline for agents so that their voice and tone are not devoid of your brand. Check out this brand voice template for example.
Brand voice template
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