Providing great customer service costs money. And, since most companies want to save money, they're always looking for ways to reduce costs. However, it seems likely that some firms may want to bite the proverbial bullet and staff up their in-house support teams. And, that will mean recruiters and talent managers will need to staff up quickly. Linkedin blog by Geoffrey James
Why? Because for the past two decades, companies have sought to reduce support costs by 1) nudging customers toward online support, 2) outsourcing customer service to third-world countries, and most recently, 3) implementing support bots that attempt to mimic human interaction. The problem is: all three cost-savings strategies suffer from the same thing: customers don't like them.
Indeed, some of the world's best companies have already pursued a more human-intensive customer experience. Apple—with its Apple Stores --is a prime example. On a smaller scale, consider CDN77.com, a content delivery network provider which serves over 19,500 websites. According to the company's blog, "we never even thought of a robotic or an outsourced support [because] robots and some outsourced company don’t seem to know the problems you may face."
While many companies will no doubt continue to outsource customer support or attempt to automate it, companies that truly care about their brand and customer satisfaction (especially in the US) will either be moving their customer support in-house or considering doing so. Recruiters should thus adjust their hiring plans accordingly.
With that in mind, here is what you should be doing to prepare for the renewed demand for customer support personnel: