Which customer service outsourcing company is the best? A common question with no easy answer.
There are many factors to consider when it comes to sourcing for the best customer service companies, so let’s explore some of the many players in the field to give you a better idea of which provider can offer the ideal partnership and the best user experience for your business.
For many small to medium (and larger) sized enterprises, outsourcing is no longer just an option to consider, as much as it is an absolute necessity in terms of growth and survival. In no aspect of the business is this truer than in the area of customer service.
Customer service matters now more than ever. We are living in unprecedented times and as customer expectations grow, brands must look into the customer journey, create a better customer relationship and customer loyalty, rethink best practices and build new strategies to deliver the best service and customer experiences possible.
Unhappy customers will inevitably lead to the loss of business opportunities. The cost of losing business to poor customer service amounts to several tens of billions each year, regardless of the size or sophistication of the organisation. Employing a third-party provider to manage your customer care operations & interactions can give you a wide range of substantial benefits such as; reducing costs spent on hiring, training, and managing customer service staff; access to specialised and dedicated teams of customer service personnel; increased efficiency and effectiveness; and enabling you and your team to remain focussed on the core aspects of your business.
But which service provider is best for your business? How are they considered the top customer service companies?
In no particular order, we take a look at some of the most well-known customer service outsourcing service providers/companies to help you choose the most suitable partner for you to deliver exceptional customer service to your potential customers.
List of top customer service outsourcing companies:
1. Pure Moderation – 24/7/365 Customer Support Company
2. Back Office Betties
3. LEX Reception
4. Martal Group
7. Strategic Sales & Marketing
1. Pure Moderation – 24/7/365 Customer Support Company
Pure Moderation is a global business process outsourcing vendor with offices in Vietnam, Thailand, the Philippines, India, and the USA. The customer support company specializes in a broad range of services, from content moderation to data management, but their customer service outsourcing features a stronger focus on end-users and customers, rather than on B2B Sales. The sheer array of solutions included in their customer support services is particularly impressive:
Multilingual live phone support – Pure Moderation can give your customers immediate support in English, Korean, Chinese, Japanese, Vietnamese, Thai, Indonesian, Hindi, and various European languages, to name just a few.
Text-based live chat support – Their live chat and basic phone services are available 24/7/365 in several different languages. Ensuring that customer queries are always answered.
Email support – An often overlooked part of the customer journey, but still a very popular communication channel for your customers.
Customer ticket support – When it comes to customer service outsourcing, Pure Moderation uses an omnichannel ticketing system ensuring no ticket goes unanswered. Providing timely solutions which will result in satisfied customers.
Social media customer support – Track your brand mentions by your loyal & happy customers, conduct sentiment analysis and explore new growth channels, 24 hours a day, seven days a week, 52 weeks a year.
In-app customer support – The company also goes the extra mile, offering offers the full range of mobile app support services, on both the technical and customer service side.
Technical support services – Pure Moderation provides solutions to your clients’ log-in or installation problems quickly with customer-focused service and world-class troubleshooting.
Retail and eCommerce customer support – Retain your loyal customers and keep them coming back for more.
Video chat customer support – Deliver excellent customer service through better customer interaction, and faster responses, boost customer satisfaction and improve brand credibility.
With over 4000 customer support agents and thousands of projects working with clients from all over the globe (Snap Inc, udemy.com, Byte social network, Imgur, Younow)., As one of the best customer support companies, Pure Moderation has also created successful customer service stories through building built trust and integrity through high-quality services, open communication, seamless integration, and confidentiality for more than 15 years of experience.
2. Back Office Betties
Back Office Betties is one of the many customer support companies, that uses a virtual receptionist and virtual assistant company focused specifically on the legal sector.
Designed with smaller law firms of up to 10 people in mind, they offer a bilingual service (English and Spanish), have extensive customizability, and are equipped to handle administrative tasks, like email organization and appointment scheduling, in addition to regular receptionist services.
Although they are referred to as “virtual” receptionists, their customer service team uses real people to answer the phone with your company’s customized greeting and can request further information and take messages in real-time.
Some virtual receptionists are available round the clock and they offer packages that include outbound calls for lead generation, confirming appointments, providing directions to your office, or making referrals.
3. LEX Reception
Another virtual receptionist company targeting law firms, Lex Reception offers similar services to Back Office Betties, but there are some important differences between them. LEX Reception’s scalability and customization packages make it well suited for law firms of all sizes.
Their automated customer service agents are capable of handling incoming calls by following a pre-written script and sending emails with key information, LEX has a strong reputation for flexibility and can accommodate a great deal of customization based on your specific needs when looking for a customer support team.
They can integrate with many of the major cloud-based Client Resource Managers, and Law Practice Management Software providers. They also offer call analytics in order to identify patterns and improve client experience and customer interaction, and they even have their own video conferencing service.
4. Martal Group
As one of the customer service outsourcing companies, Martal Group almost exclusively services B2B tech companies in the US and Canada, generating leads and providing support staff and other sales services across 50+ verticals. Their team specializes in creating leads for SaaS, IT companies, and IOT vendors and offers three different tiers of service- with Tier 1 being lead generation.
Working from customized target lists, this customer service outsourcing company uses qualification questions and campaign call scripts on prospects that fit your ideal customer profile. Qualified leads are then delivered to the client’s CRM.-Tier 2 is as above but includes customer onboarding.
This means deal flow development, customizing offers, facilitating the closing, negotiating with prospects, and onboarding new clients.-Tier 3 offers the addition of account management. As one of the best customer service companies which use specific conditions to procure leads, Martal also focuses on nurturing client relationships to retain business and grow and develop further opportunities. Martal can also help create and execute a long-term strategy for maximizing customer and company value.
SalesRoads is one of the well known top customer service companies which specializes in B2B lead generation company, that provides award-winning Appointment Setting and SDR (Sales Development Representative) Outsourcing Services to mid-market and enterprise-level organizations.
They specialize in B2B appointment setting, lead generation, and sales outsourcing. In business since 2006 and operating out of Coral Springs, Florida, they pride themselves on their rigorous training program and the experience of their sales representatives.
Having worked with over 450 companies, among them Shell and Microsoft, they estimate that they have set over 50,000 high-quality sales appointments in 14 years.
Headquartered in California, Callbox has been helping B2B companies achieve their growth and revenue targets since 2004. As one of the many customer service outsourcing companies, providing an extensive range of lead generation, appointment setting, and data-related solutions.
Its core competencies also include lead nurturing, pipeline management and database services, delivered through its exclusive marketing automation platform, the Callbox Pipeline. This enables Callbox to connect with target customers through a multi-channel strategy with live, one-on-one conversations enhanced through email, social media, search, and direct marketing channels.
The customer support company also employs 700 marketing professionals and claims to be the largest service for sales support and lead generation trusted by business owners and clients from the US, Australia, Canada, and all across the globe.
7. Strategic Sales & Marketing
Founded in 1989 by Al Davidson, Strategic Sales and Marketing has over 30 years of experience in the lead generation industry. With such longevity in the market, it’s no wonder they tout themselves as an ‘industry founding’ lead generation firm.
SSM specializes in inbound lead qualification, appointment setting, managing sales leads, and customer satisfaction surveys for multiple industry sectors, including manufacturing & distribution, B2B services, IT, and business insurance.
SSM heavily promotes the fact that they are entirely US-based and employ only native-English speakers as their customer service representatives, to ensure more direct quality control, they refrain from outsourcing to third-party vendors.
Out2Bound is a sales development agency based in Sofia, Bulgaria, with a focus on helping IT companies attract more B2B clients, developing and executing outbound sales development strategies, and finding new markets around the globe.
Out2Bound also offers effective sales consulting services for businesses that want to restructure or scale their teams. The customer support company’s services include an advanced qualification process with a demo presentation of their client’s service or product.
This service is designed for businesses whose products or services are complex and, therefore, need to be demonstrated to prospective customers to get their customer feedback.
Since 2006, this Austin, Texas-based organization has been providing outsourced sales and marketing services to software, hardware, and cloud technology companies. They have designed a broad spectrum of services to cover many aspects of the sales and marketing cycle.
The focus for EBQ is on start-ups, as managing a fully-formed sales process can sometimes come a distant third to product development and day-to-day responsibilities.
EBQ is considered to be one of the best customer service companies for new business owners, as their services are designed to provide an organization with the knowledge and manpower for any part of the sales process that they may be lacking.
MoreMeetings (MMI) has been in business since 2001. Operating out of Rockland, Massachusetts, MMI’s core service is high-quality B2B appointments for hardware and software companies throughout the US, Canada, South America, the UK, and Australia.
Additional services include performance-based lead nurturing, trade show lead qualification, and sales training. Over its 21 years, MMI has helped build opportunities on the national stage for globally recognized tech brands, such as Fujitsu America, Virtual Instruments, Hitachi Data Systems, and many more.
MMI is not involved directly in the sales process, rather their focus is on providing highly qualified leads.
Conclusion About The Top Customer Service Companies
Many business owners mistakenly believe that customer service is an expense that can be saved on. Hence, spending their time tightening their budget may result in poor customer service and support, which ultimately leads to unhappy or unsatisfied customers.
By contrast, exceptional service is a revenue generator for companies. It provides customers with a complete, cohesive customer experience that aligns with an organization’s purpose. In order to deliver exceptional customer service, it involves taking proactive steps to prevent issues from arising and mending customer relationships that would otherwise break down.
It is not enough for a company to be good at responding to certain situations; it must also be good at providing excellent customer service overall. The best customer service companies have a strong focus on customer service and being customer-centric.
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Frequently Asked Questions
About The Best Customer Service Companies
What Is A Customer Service/Support Outsourcing Company, And How Does It Work?
A customer service/ support outsourcing company is a business to business (B2B) contact centre is a group of outsourced agents who help companies resolve their customer requests across channels on their behalf.
How To Choose The Best Customer Service Company To Work With?
When looking for the best customer service company, it’s essential to know how well and how often a customer service company intends to keep you in touch because you’ll want to closely monitor their performance.
What Is Excellent Customer Service/Support?
Excellent customer service means going beyond meeting your customer’s needs. It involves much more than just providing support promptly. Most importantly, it means doing whatever you can to ensure your customers aren’t merely satisfied. In other words, going the extra mile to ensure that your service/support is customer-centric.
Why Is Exceptional Customer Service Important For Your Businesses?
Providing outstanding customer services can generate more marketing and selling opportunities. Meeting your customers’ needs is vital to your business’s success.
What Causes Poor Customer Service?
Poor customer care is usually caused by a lack of attention from customer service agents. This can be a consequence of a lack of employee motivation and engagement. Frontline employees who aren’t engaged are less enthusiastic and less willing to create emotional connections with their customers.