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Factors to Outsourcing Salesforce Support

In our previous article, we broke down the most compelling reasons for hiring an outside support firm to augment your standard salesforce support plan.

Whether you are having issues tracking conversion history in Salesforce or cannot import your records correctly in Pardot, it’s imperative that you have a powerful support engine that can back you in your Salesforce journey.

But tread softly, many support providers claim to offer quick solutions but don’t deliver when in a time-crunch.

In this article, we will cover the most important factors you should consider when choosing a third-party Salesforce support service.

We break it down by the following components:

  1. Professional Delivery
  2. Onshore vs Offshore Support
  3. Multi-channel
  4. No Ticket Limitations
  5. Hours of Availability
  6. Understanding Fine Print
  7. No Long Term Contracts
  8. Flexibility in Pricing
  9. Quick Response time

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9 Considerations when Outsourcing Salesforce Support

1. Professional delivery

Take note of the way the Sales reps speak over the phone, how they try to position the support service and observe the substance of the information they provide to you. Is it just fluff, or do they actually provide these services?

Look for a team that has years of expertise as both certified instructors and admins that have experience working in the tool.

Not only will the dedicated team empower you and your company to understand Salesforce platforms better, but they will provide you with reference materials and ways to prevent future lapses.

2. Onshore vs Offshore Support

The age-old debate of onshore vs. offshore shows compelling reasons for both. An offshore rep would likely be less costly per month but would have limitations in communication and platform management

In contrast, having an onshore expert that can speak your language fluently, pick up on cultural cues, and build rapport can be quite beneficial to your Salesforce journey.

Working with an onshore rep allows you to have more effective communication and quicker response time. If you have done a video conference chat with someone overseas in the past, you know how painful it can be to try to converse when there is a lag in connection, especially if you have an urgent issue that needs a solution.

Whether you decide to work with an offshore or onshore rep, make sure you vet your options carefully and understand the nature of the delivery.

3. Multi-channel.

Using a single channel to reach out for support is insufficient and no longer practical in this digital age. By providing multiple channels, this gives the customer the option of communicating in their desired channels.

We have found that breadth of services like virtual support via Basecamp, phone hotline, Livechat, email, and video-conference inspires a more cohesive customer journey where clients feel like you are being treated like a number.

4. No Ticket Limitations.

As you may have experienced, many support services create a ceiling on tickets and limit the amount of time on the phone. Having to triage your platform issues month-by-month majorly restricts your capacity and overall performance.

Not having to set a priority level on tickets is extremely valuable in time, cost, and resource efficiency. That’s why we find it important to not set a ceiling on tickets so you can get all your questions answered in a timely fashion.

In addition to that, some busy seasons you may have more issues, and therefore, more support tickets. You should not have to upgrade a support plan in order to increase the number of support tickets you’re allowed to submit, just to get your problems solved in a timely manner.

5. Hours of Availability.

Your time is valuable when it comes to mitigating your issues and focusing on more important things. A customer-focused support service understands how critical it is to be available during your peak work hours to help address your issues real-time.

For example, if something breaks down on the West Coast at 2 PM but your East Coast support team has gone home, you will have to wait till the next morning. For this reason, you should look for a support service that has extended hours.

With a support team with extended hours, you’ll be able to correspond with a dedicated Salesforce platform support specialist and receive fast expert answers that will keep you moving forward.

6. Understanding the Fine Print.

It’s important to have a baseline knowledge of what your contract lays out. Be proactive in carefully reading what your terms of use are so that you aren’t locked in any recurring charges or ceilings on price in the future.

It could be beneficial to a more legally-inclined executive take a look at the contract to ensure that you know what you are getting into and understand what support you will be provided.

7. Short term vs. Long Term Contracts

Let’s face it. No one wants to be locked in a contract with a company that you don’t trust. Short term contracts (or test runs) give you the ability to test drive a support service to see if it is right for you, without the long-term commitment and cost. As would be expected, shorter term or month-to-month contract is more expensive.

In contrast, a long term contract would give you less freedom but if trust is established and both parties benefit, can be a positive support experience. Another perk of long-term contracts is that they are traditionally priced down or discounted at a yearly rate.  

8. Flexibility in Pricing

Flexibility in pricing is a monumental win when you have to manage a tight budget.

Having different pricing options should tell you which companies value profit more than providing you the help you need. See if there is any flexibility in payment or pricing to see which companies are willing to meet your support needs.

9. Quick Response Time

Having a support service with real-time responses makes a world of a difference when trying to solve your problems efficiently. Some support services may take a day or two to even get to your ticket.

We believe getting a response the same day to at least give an update of where your support ticket is in the queue is an important part of the customer support process. Nothing is worse than waiting to find out how long you will be waiting.

Conclusion

We hope this will help you navigate the murky waters of Salesforce support options. The value that you get from a reliable support service will likely dictate how smooth your platforms and campaigns run.

If you’re looking for key components of a Salesforce support service, you’ll find that it offers a team of certified experts with up to date credentials, flexible pricing with no long-term commitments, and proactive support which allows for various ways to connect.

As a Salesforce Partner with years of experience implementing and training on Salesforce platforms, LearningCurv understands how important it is to have a dedicated support team that you can trust.

With LearningCurv’s Salesforce support, you can maximize your Salesforce platform workflow and drive positive ROI to your campaigns. You’ll have direct access to a team of highly skilled experts that can equip you with best practices, technical support, and how-to questions with same-day feedback.

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Tim Edwards
Author:
Tim Edwards founded LearningCurv to help business professionals learn and master their Salesforce platform, effectively driving ROI. He brings 20 years of work as a Sales Executive and Salesforce Administrator.