Last Updated: September 2024
Are you looking for third-party customer service? In the ever-evolving landscape of business, outsourcing customer service to third-party companies is a strategic move for many.
Notably, 89% of consumers are more likely to make another purchase after a positive customer service experience. Thus it becomes important to explore the 11 best third-party customer service companies to enhance customer satisfaction and keep them loyal to your brand.
What is Third-Party Customer Service?
Third-party customer service is the practice of contracting an external service provider to handle customer service functions on behalf of a company.
Instead of managing in-house customer support operations, businesses opt to outsource tasks such as handling inquiries, resolving issues, and providing assistance to specialized third-party firms.
This approach allows companies to leverage the expertise and efficiency of external service providers, often leading to cost savings, increased flexibility, and improved overall customer satisfaction.
Outsourced customer support may cover various communication channels, including phone, email, live chat, and social media, and is tailored to meet the specific needs and preferences of the outsourcing company’s customer base.
Advantages of Third-Party Customer Service
As per Zippia, 59% of companies opt for outsourcing mainly to save money. This is especially important for startups that need to keep costs down.
Outsourcing customer support helps cut down on extra expenses, letting startup leaders use their funds more effectively in crucial parts of the business. Below are the advantages of third-party customer service:
- Cost Efficiency: Eliminates the need for companies to invest in infrastructure, technology, and staff training thus reducing overall operational expenses.
- Expertise and Specialization: Get access to trained and experienced professionals who understand the intricacies of customer interactions, leading to higher-quality support.
- Scalability: External service providers can easily scale their operations to accommodate fluctuations in customer support demands.
- Focus on Core Competencies: Allows you to concentrate on your core functions and allocate resources to areas where your expertise and attention are most needed.
- 24/7 Availability: Many outsourcing firms operate 24/7, providing continuous customer support which is advantageous for companies serving global markets in different time zones.
- Multichannel Support: Covers various communication channels, including phone, email, live chat, and social media.
- Flexibility and Adaptability: You can easily adjust the scope and scale of customer support services based on market conditions, ensuring a flexible and responsive approach.
- Access to Technology: Benefit from access to the latest tools, software, and analytics without the upfront costs associated with acquiring and implementing such technologies internally.
Best Third-Party Customer Service Companies
1) Helplama
Rating: 5/5
Pricing: Custom.
Helplama stands as your outstanding partner for customer support. Diverging from typical agencies, they provide outsourced support comparable to having your remote customer service team.
With a decade of experience, Helplama, a reputable third-party provider, ensures that your business delivers exceptional customer experience.
Key Features
- Expert Recruitment: Specializing in hiring customer service professionals with industry-specific expertise.
- Unified Communication Channels: Providing support across phone, email, live chat, and social media for a seamless customer experience.
- 24/7 Live Chat Support: Offering round-the-clock live chat assistance, ensuring customers can reach out at any time.
- Robust Recruitment Processes: Implementing strong procedures to select highly qualified customer service professionals, ensuring top-notch service.
- Cost-effective & Flexible Pricing: Offering economical and flexible pricing plans to align with your budget and business needs.
- 100% Money-back Guarantee: They provide a risk-free experience; if unsatisfied, Helplama gives a full refund.
- Customized Cultural Solutions: Agents fluent in the language and familiar with the location, catering specifically to your target demographic.
2) Arise
Pricing: Custom
Arise, a 25-year-old U.S.-based company specializes in support outsourcing services across the USA, Canada, and the United Kingdom.
The Arise Platform further aids companies in cost reduction, with clients commonly experiencing an average 25% decrease in total contact center service costs.
Key Features
- Tiered Security Approach: Arise employs a tiered security approach, ensuring client communication confidentiality and compliance with data privacy regulations such as HIPAA and CCPA.
- Local Talent Employment Focus: Arise prioritizes hiring local talent from the U.S., UK, and Canada, fostering community connections and ensuring stable, easily manageable employment.
- Wide Geographic Presence: With a widespread workforce, Arise taps into diverse skills and cultural nuances, catering to specific regional needs.
3) Telus International
Pricing: Personalized
Telus International is a global digital CX innovator and a top Canadian IT outsourcing company, providing IT services and multilingual customer support across various industries.
Key Features
- Design – Strategy & Innovation: Telus International employs an intuitive digital design approach to transform technology, processes, and culture.
- Customer Experience Excellence: They have a proven track record with over 120 awards for customer experience and support innovation.
- Industry Expertise Across Sectors: Telus International’s expertise spans diverse sectors, including technology, media, communications, eCommerce, finance, travel, hospitality, automotive, healthcare, and gaming.
4) Integra
Pricing: Customized
Integra is equipped with 19+ years of experience and a team of 1400+. Additionally, they also support other languages like Spanish, French, German, Italian, Russian, and Arabic.
Key Features
- Comprehensive Phone Support: Integra goes beyond answering calls; it establishes a full-fledged customer support center.
- Efficient Email Support: The team ensures prompt and thorough responses to all email tickets.
- Expert Technical Support: Integra’s technical support stands out with qualified and certified technical experts.
- Proactive Live Chat Support: Integra makes proactive live chat agents available immediately on your website.
5) Skycom
Pricing: Personalized
SkyCom, with more than 15 years of experience, is a seasoned call center and BPO serving various industries. It provides a complete set of services, including business process outsourcing, telemarketing and sales, customer support, and healthcare.
Key Features
- Customer Service Outsourcing: Skycom acts as an extension of your company, for an exceptional customer experience, and treats your customers with personalized attention.
- Phone Platforms and Software Development: Skycom’s development team supports clients on their systems and has proprietary tools, including a CRM system, and phone and dialer platform.
- Live Chat Services: Skycom offers a comfortable live chat platform, engaging customers on your website with personalized interactions and prompt responses.
6) Influx
Rating: 3.5/5
Pricing: Offers pay-as-you-go options.
Influx is your dedicated partner in customer support, offering 24/7 assistance with swift ticket resolution through a team of fully trained and experienced agents. Additionally, Influx improved their client’s 48-hour response time by six times, achieving this while helping them grow over 300%.
Key Features
- 24/7 Ticket Resolution: Influx provides round-the-clock support with highly trained agents, ensuring fast and efficient ticket resolution for a seamless customer experience.
- Humanized Live Chat: Differentiate your customer support by adding a human layer through Influx’s live chat feature.
- Social Channel Support: Influx offers rapid and on-brand support across diverse social channels, from popular platforms like Facebook to emerging ones like TikTok.
- Flexible Pay-as-You-Go Format: Enjoy the convenience of a fully managed team of dedicated support agents in a simple pay-as-you-go format.
7) VXI
Pricing: Personalized.
VXI Global Solutions is a prominent outsourcing agency providing leading global brands with customer care and customer experience solutions. They have excelled in customer care for over 20 years across 43 locations and in 20 languages.
Key Features
- Premium Talent Recruitment: VXI stands out for its commitment to excellence by recruiting the most highly qualified talent for businesses.
- Custom-Built Technology: Leveraging custom-built technology, VXI optimizes the customer experience through innovative tools and platforms.
- Comprehensive BPO & IT Support: VXI offers extensive business process outsourcing (BPO) and IT support, providing various digital solutions.
8) Teleperformance
Pricing: Custom plans
With over 40 years of BPO experience, Teleperformance excels in solution design, business optimization, and front-office customer support. The company also provides back-office services such as finance, accounting, collections, and technical support.
Key Features
- Holistic Business Optimization: Enhances business performance by optimizing processes, integrating functions, and adopting a digital-first strategy.
- AI-Powered Employee Empowerment: Through AI, Teleperformance empowers employees with targeted coaching, task automation, improved model accuracy, and global customer service.
- Back-Office Efficiency Through Outsourcing: Teleperformance boosts company-wide efficiencies by offering back-office outsourcing, and integrating functions.
9) Ascensos
Pricing: Personalized
Established in 2013 in the UK, Ascensos is an outsourced customer service company aiming to revolutionize customer experience with a personalized touch. The company operates contact centers in the UK, Romania, Turkey, and South Africa.
Key Features
- Digital Transformation: Ascensos specializes in integrated digital and AI solutions.
- Multilingual Customer Support: Ascensos provides scalable and exceptional pan-European, multilingual customer engagement to meet the diverse demands of a global marketplace.
- Customer Insights & Analytics: Leveraging smart technology and audience-led analytics, Ascensos collaborates to deliver timely and relevant insights.
10) Foundever
Pricing: Contact their team for more info.
Foundever offers services for every stage of the customer journey, utilizing CX expertise to address contact center challenges and exceed customer expectations. With a culture of care and a global network of over 170,000 associates, Foundever offers customer support in 60+ global languages.
Key Features
- Comprehensive CX Services: Foundever tailors CX services to each stage of the customer journey, leveraging operational insights for contact center efficiency.
- Human-Centered CX Solutions: Foundever’s CX solutions prioritize human-centered strategies, robust technology, and insightful data to accelerate digital transformation.
- Global Connectivity: With a culture of care and a global network of over 170,000 associates, Foundever offers customer support in 60+ global languages.
11) Helpware
Rating: 4.8/5
Pricing: Personalized.
Established in 2015, Helpware initially focused on supporting startups and has evolved into one of the leading customer service companies in the US and European markets, earning numerous awards.
In 2023, the company achieved Eight Stevie® Awards, including a Gold for “Company of the Year – Business or Professional Services.”
Key Features
- Digital Customer Experience: Helpware enhances customer experiences across all channels by customizing teams with the right skills.
- Back-Office Support: Helpware provides back-office support with culturally aligned global teams.
- AI Operations: Helpware’s AI Operations go beyond automation. Intelligent humans are interjected to remove AI barriers, personalize interactions, and enhance data.
Conclusion
In conclusion, third-party customer service companies offer a diverse array of options, each excelling in specific areas to meet the unique needs of businesses. Whether it’s comprehensive digital solutions, multilingual support, or a personalized touch in customer care, these companies play a pivotal role in enhancing customer experiences.
According to statistics from HubSpot, 88% of customers express that a positive customer service experience increases their likelihood of making a repeat purchase. So, take your time to review each company and choose the one that best aligns with your business needs.
However, if you’re in a dilemma, we suggest you explore Helplama for your third-party customer service needs. They offer U.S.-based experts and a 100% money-back guarantee for a risk-free experience. Click below to find out how much outsourcing your e-commerce customer support will cost.
