Read our foundational blogpost on
Chapters:
- 5 Types of Support Services Consumer IoT Companies Should Outsource
- How to Determine the Size of your Support Team
- How IoT Operations Leaders can Decide Whether to Insource or Outsource Support
- 7 Criteria for Determining Your IoT Support Budget
- How to Execute Customer Support Plays for Your IoT Product
- How Long Should it take for your Outsourced Support Team to Ramp Up
Consumer IoT is one of the fastest growing segments in the consumer electronics market. But because of the technical complexities of interconnected consumer devices, it brings with it a whole set of issues that require a specific approach.
If you’re a CEO, COO, director or operations, director of customer success of support, in this guide we present six “chapters” (individual blog posts) that answer some of the most common questions we get when we talk to companies setting up their own support, or outsourcing support operations.
Whether you’re thinking of building it in-house, or outsourcing your support, this multi-part guide was designed for you.
Chapter 1: 5 Types of Support Services Consumer IoT Companies Should OutsourceYou would think that customer and technical support would be the only thing you should – or even could – outsource. Not so. In this chapter, the first in the series, we discuss five types of services you can outsource: order support, onboarding support, product walkthroughs, ongoing and technical support and IoT ecosystem support. Read More |
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Chapter 2: How to Determine the Size of Your Support TeamAs a growing company, you’re always trying to watch the bottom line, balancing expenses with revenues and investment dollars. And when it comes to support your first impulse might be to staff according to your immediate technical support needs. But in this chapter, we discuss how to determine the size of your support team so you can keep up with your growth. Read More |
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Chapter 3: How IoT Operations Leaders Can Decide Whether to Insource or Outsource SupportI know this sounds a lot like chapter 1, but bear with us while we explain. You might not find a need to outsource anything. Or you might find yourself in a situation where your only choice is to outsource. For example, if you’re based in Europe and your main customer base is in North America, how will you support people in that time-zone? We cover seven points to help you determine whether to outsource or insource. Read More |
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Chapter 4: 7 Criteria for Determining Your IoT Support BudgetIn chapter 4 we help you crunch the numbers for your support operation. In fact, there are seven criteria for determining the size of your IoT support operations: the types of services you’ll support, volumes and coverage, whether your team is outsourced or insourced, what’s your goal, how automated your support operation will be, your time zone, and your partner’s resources. Read More |
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Chapter 5: How to Execute Customer Support Plays for your IoT ProductNow we’re getting into the tactical. The “how-tos.” The meat of the subject. Supporting IoT is not as simple as just helping your customer with a product defect (or customer error, which is probably more the case). You’ve also got to consider whether you’re a B2B or B2C firm, where you are in the customer journey, what specific plays you’ll execute, what your playbook will look like (trust me, the football analogies have a purpose), and the intersection between support, sales and marketing. Read More |
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Chapter 6: How Long Should It Take Your Outsourced Team to Ramp Up?If you ARE outsourcing, this is the chapter for you. We answer here the question on everybody’s mind: how long will it take to actually ramp up your outsourced support team? First you need to take hire the right partner, and make sure they’re staffed right. Then you have to train them, arm them with the right tools, do the role plays and choose the right channels. We explain it all in Chapter 6. Read More |
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