How to build an effective customer support team with the help of a nearshore partner

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We all know that selling a service or product in the digital era requires the capacity to respond to the customer’s need for instant answers during the purchase process. From retailers selling in eCommerce channels to eCommerce service providers, and all the businesses in between, are developing customer support /success teams to provide assistance to customers with everything from making online purchase decisions to resolving issues, and in general, creating good experiences for digital customers.

Customer support is not a new science

Customer support is not a new science, but providing a multichannel response to native digital customers that are more demanding and picky than before, requires developing a new dimension and high standard of service. The challenge includes finding a more specialized profile that combines soft and hard skills to help customers navigate the complexities of digital services, and reinforce the brand identity and value.

There are different alternatives to creating a team with these characteristics, including freelancing, in-house hiring, or even outsourcing the service. Nevertheless, nearshoring is becoming a competitive advantage for many eCommerce companies. If you are not familiar with this term, it implies hiring people or outsourcing services in countries located in close proximity to similar time zones. Having a remote team in this modality allows you to expand your team’s capabilities, with diversified talent that otherwise would be impossible due to cost.

Mexico, Colombia, and Argentina

Mexico, Colombia, and Argentina are Nearshore locations for the US, and having a nearshore partner in this location gives up the opportunity to find top-quality talent, at a lower cost, avoiding payroll and legal implications or labor liabilities. In addition, if you care about working conditions and benefits, some partners can help you keep the same level of welfare as your local employees.

Shark Helpers is a Colombian Nearshore partner that offers a flexible solution for hiring from a part-time employee to a whole customer support team. Get top-quality employees for a fraction of the price without sacrificing the quality of the wage. You also get support in the onboarding process and other benefits that you can learn here.

If you want to learn how you can benefit from this service, schedule an appointment at this link.

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