Part 1
Scaling & nailing your CX
Disruption comes in all shapes and sizes, but what all disruptive companies have in common is the goal of rapid growth and a need to scale.
As you’re changing the market with ground-breaking innovation and fast growth, you need to keep up with this growth across your organization. And scaling ushers in a host of challenges such as cash flow management, consistent operational processes, talent acquisition and management, and meeting regulatory and compliance requirements.
But there’s one aspect of your operations that needs your utmost attention as it has a major impact on brand image and revenue — the experience you offer your customers. Recent research shows a link between better customer experiences and faster growth, and fast-growing start-ups are investing in customer support sooner.
It's never too late...
There's no time like the present to focus on customer experience, even if you’ve been in the game for a while. But sometimes internal resources just aren’t available. It gets even more complicated when you want to expand into new geographic markets and woo customers in different time zones whose tastes and habits are shaped by different cultures and languages.
So how do you reconcile limited resources with the ability to nail a great customer experience?
The answer is outsourcing your customer care. Many times, the usual thinking for founders is to hire an in-house team. But ask yourself this: Do you really want to build and manage an entire customer care department along with shaping it to meet the demands of your customers?
What leading outsourcers bring to the table
Tech-agnostic and experienced in working with a wide range of customer service technologies
Expertise with compliance requirements and security processes
Know-how with creating the right balance between technology and humans for cost efficiency
Geographic flexibility and knowledge of labor markets
Human resource management —
sourcing talent; recruiting for specific skills; and hiring, onboarding, training, developing and retaining
Proficiency with hybrid work environments
Speed of service delivery
Multilingual capabilities
Quality and productivity management
Financial stability
Case study
When a new fintech company’s app started catching fire, its in-house customer service team struggled to keep pace with inquiries.
They needed to find a CX outsourcing company fast or risk losing their rapidly growing customer base. The start-up anticipated that the search for a right-sized outsourcer would be difficult. They needed a partner that was willing to work with a growing company carving a new niche in one of the most risk-averse industries.
Foundever™ offered them deep expertise in banking, a strong track record with disruptive brands, a perfect match with their company culture and a tech-agnostic solution that integrated perfectly with their systems and processes.
1 → 3 sites
in 3 countries
1 → 4 channels
Messaging, voice, email and newsfeed
300 → 2,600 people
Headcount growth over 12 months
Key takeaways
Assess your current CX
Take a closer look at your existing customer experience strategies and where you may be falling short of meeting customer expectations.
Explore outsourcing for scalable customer care
Select a reputable, experienced partner that seamlessly integrates with your team, adapts to your growth and meets your specific needs.
Lean on CX experts
Look for a CX partner that has experience in your industry, is tech-agnostic and has a strong track record of guiding disruptive brands through explosive growth periods, adapting to evolving business goals and customer needs.