SMBs may hesitate to invest in technical support due to their focus on growth, but outsourcing can boost revenue and growth simultaneously. SMBs face a unique challenge in the competitive marketplace - standing out from the competition while maintaining growth and profitability. One way to achieve this goal is by investing in customer experience. Providing excellent technical support is crucial to building a loyal customer base, increasing revenue, and expanding the business. In 2023, customer experience is more important than ever because people are more likely than ever to switch to competitors after one bad experience. 

It may seem counterintuitive since improvements typically require spending more money, but outsourcing technical support can produce the best of both worlds. Here are the top 7 reasons how SMB manufacturing companies can boost revenue and focus on growth by investing in customer experience.

1. Increased Efficiency and Productivity

Investing in tech support can help improve the efficiency and productivity of your business. Most SMBs have growth as one of the most important goals. By having a dedicated team of professionals to handle your technology needs, you can free up your staff to focus on other areas of your business.

For instance, outsourcing tech support can help to streamline business processes and automate repetitive tasks, enabling employees to concentrate on higher value work. This can lead to increased output and a more productive workforce.

According to a study by McKinsey & Company, companies that invest in automation technologies and digital tools can increase productivity by up to 30%. By outsourcing tech support, businesses can achieve these benefits and make more money in the long run.

2. Improved Customer Satisfaction

Good customer service is critical for any business, and on-shore tech support can help you achieve it. By having a team of professionals available to handle customer issues promptly and efficiently, you can improve customer satisfaction rates.

Dedicated tech support can provide a variety of services to enhance the customer experience, such as troubleshooting technical issues, providing technical guidance, and offering personalized assistance. This can help to build trust and loyalty with your customers and lead to increased revenue.

According to a survey by American Express, 7 out of 10 US consumers say they are willing to spend more with companies that provide excellent customer service. By investing in dedicated tech support, businesses can deliver exceptional customer service and generate more revenue.

3. Increased Customer Loyalty

When customers have an excellent experience with your company, they're more likely to return and do business with you again. These customers are more likely to make repeat purchases, refer others to your business, and leave positive reviews which results in higher revenue for your business. 

Acquiring customers is significantly more difficult than retaining existing customers. Companies that focus too much on customer acquisition often neglect nurturing existing customer relationships and inevitably lose them

According to Harvard Business Review, the cost of acquiring a new customer can range from five to twenty-five times higher than retaining an existing one. By investing in customer experience, SMB manufacturing companies can build customer loyalty and foster long-term relationships with their customers resulting in lower costs and more revenue.

4. 24/7 Support

Outsourcing technical support can provide SMBs with 24/7 support to ensure that they are always covered, even outside of normal business hours. This can be particularly important for SMBs that operate in multiple time zones or have customers located around the world.

24/7 support can involve a range of services, such as help desk support, network monitoring, and emergency response. By having access to round-the-clock support, SMBs can minimize downtime, reduce the risk of data loss, and maintain business continuity.

According to a survey by Salesforce, 72% of customers expect companies to have 24/7 customer service. By investing in on-shore technical support, SMBs can meet these expectations and deliver exceptional customer service that can help drive revenue growth.

5. Cost Savings

Contrary to popular belief, outsourcing tech support can be cost-effective for businesses. By outsourcing your tech support, you can save on the costs of hiring and training full-time staff.

For instance, outsourcing tech support can provide a range of services, from help desk support to network administration, at a fraction of the cost of hiring full-time staff. This can help businesses to reduce overhead costs, maximize their budgets, and make more money in the long run.

According to a study by Deloitte, outsourcing IT support can result in cost savings of up to 40%. By investing in on-shore tech support, businesses can achieve these savings and reinvest them in other areas of their operations.

6. Competitive Advantage

Investing in on-shore tech support can give your business a competitive advantage by improving efficiency, productivity, and customer service. This can help differentiate your business from competitors and attract more customers.

For instance, businesses that invest in on-shore tech support can provide faster response times, more personalized service, and better system performance than competitors that do not. This can help to build customer loyalty and generate more revenue in the long run.

According to a survey by Salesforce, 67% of customers say they are willing to pay more for a great experience. By investing in on-shore tech support, businesses can deliver exceptional experiences and gain a competitive advantage in the marketplace.

7. Flexibility

Outsourcing technical support can provide SMBs with flexible support options that optimize their operations and boost revenue. By accessing specialized expertise and resources on-demand, SMBs can achieve significant cost savings, avoid hiring and training costs, and position themselves for long-term success. 

This can be especially beneficial for SMBs that only require support during specific hours or seasons, as outsourcing allows them to access technical support when they need it most. Additionally, outsourcing technical support can help SMBs to avoid the costs of hiring and training in-house staff, which can provide additional cost savings.

In conclusion, SMBs and manufacturing companies can make more money by investing in outsourced tech support. By improving efficiency and productivity, increasing customer satisfaction, reducing downtime, enhancing security, accessing expertise, saving costs, and gaining a competitive advantage, businesses can achieve their revenue goals. It's time to take your business to the next level by outsourcing tech support.