The Two Sides of Customer Service in Nearshoring

Did you know that in nearshoring, there are two sides to customer service you should be considering? There’s the customer service you receive as a client from your nearshoring partner, and the customer service your nearshore team provides your end customers. When a potential nearshoring partner says they provide excellent customer service, it’s essential that you realize which one they are actually talking about —because both are incredibly important to a successful, long-term nearshoring partnership.

The customer service you receive from your nearshoring partner

First, consider the service and support you receive as the client. Building trust with your nearshore partner is vital to ensure you receive the care and support you deserve as the client.When choosing a nearshore partner, dig into their processes to understand how they prioritize customer service.

Open and clear communication

Transparency, responsiveness, and accessibility are all communication traits you should look for in a nearshore partner.

• Transparent, regular check-ins: How often and through what channels will you receive updates from your nearshore partner? Regularly scheduled check-ins with your account manager help ensure they meet your needs.
• Accessible performance reporting: You should receive performance updates on your team, with visibility into key performance indicators and rep-specific metrics.
• Dedicated point of contact: Who do you call when there is an issue or you have a question that needs a speedy answer? You should know exactly who to reach out to and how to get ahold of them in a timely manner.

Positive company culture

You should think of your nearshoring partner as an extension of your team, so your companies’ cultures must be aligned. Company culture impacts employee engagement and customer service —because happy employees tend to be more productive and engaged.

• Company values: Research a potential partner’s company values and ensure they align — and even overlap — with your own.
• Employee benefits: Employee benefits are a reflection of how much they care for and invest in their employees — and this often aligns with how they care for     and invest in their clients.

Ongoing support and growth  

A relationship with a nearshoring partner should continue to grow and evolve with the needs of your business.Superior customer service means they are not just a provider but a true partner.

• Feedback surveys: Your partner should be open to feedback and make adjustments to ensure customer satisfaction.
• Business reviews: Regularly scheduled business reviews allow you to celebrate successes and identify growth opportunities.

The customer service delivered to your end customers

In addition to the service you receive as a client, your nearshore partner must represent your brand and reputation by providing quality service to your end customers. Unsurprisingly, the service you receive often reflects the service your customers will receive, as a well-supported and engaged team can better deliver consistent, high-quality customer interactions.

Consistent brandrepresentation

Your nearshore team will interact directly with your end customers, representing your company and brand. Their actions will impact your customer satisfaction and reputation.

• Effective and tailored training: It’s not enough that your nearshore team is familiar with your industry; they also need to understand your workflows and the ins and outs of your business. Your nearshore partner should tailor portions of their training program to your processes and continue to evolve with your business.
• Shared values: One way to ensure your nearshore team can represent your brand and your in-house employees is to choose a nearshore partner with values that     align with your own.

Cultural fit and team integration

Acting as one with your nearshore team will allow everyone to provide better customer service. A nearshore team is meant to help alleviate some of the burden on your in-house team, so it is best to avoid common culture and language challenges that can come with other outsourcing options, such as offshoring.  

• Language and cultural alignment: Nearshoring offers better language and cultural alignment because of similar cultural nuances and higher proficiency in English, ensuring more natural and effective communication.
• Team integration: Shared time zones and cultural alignment make it easier for your nearshore team to integrate and collaborate with your in-house team.

Scalability for peak demands

During busy seasons, it’s essential to have the staff needed to cover peak workloads. Hiring seasonal staff isn’t always ideal, with the training required to get them up to speed for only a short time, and expanding your in-house team isn’t always within the budget. A nearshore team can help you meet the demands of peak season with a cost-effective solution.

• Scalable workforce: It’s important to ensure your nearshore partner can quickly hire and train new team members to avoid gaps in service during peak times.
• Workforce management: Evaluating how your nearshore partner measures and reports on individual team member performance ensures accountability, identifies     strengths and areas for improvement, and drives consistently high-quality customer service, especially during busy seasons.

Balancing the two sides of customer service

While there are two sides to customer service in nearshoring, there is often a correlation between the two. If you are experiencing strong support from your nearshore partner, it’s a good indication that your customers are also experiencing a positive customer experience from your nearshore team. Trust, collaboration, and continuous improvement are essential in maintaining both sides of customer experience —and with transparent communication, shared values, workforce reporting, and two-way feedback, you can ensure you and your customers receive the highest level of support from your nearshore partner.

At Rapido, we prioritize customer service for our clients and their end customers. Reach out today to learn more about Rapido’s approach to customer service.