Customer Service Outsourcing

Customer Service Outsourcing – What Works and What Doesn’t

Outsourcing customer service is a complex and sensitive task. At Kronemedia, we have extensive experience in this area and know what works — and what doesn’t. In this article, we share our insights and recommendations.

Can You Outsource Customer Service?

The short answer is yes, you can. Kronemedia provides professional customer service solutions for businesses. However, we don’t necessarily recommend outsourcing every aspect of your customer service. If you are considering outsourcing all or parts of it, you should carefully assess which communication channels and service levels are relevant — we help you evaluate that.

Types of Customer Service

Customer service takes many forms, serves different purposes, and occurs across various platforms. The most common channels include:

• Phone

• Email

• Live chat

• Social media

Phone support is the oldest and still most widely used channel, even as customers increasingly shift to digital channels. We specialize in phone-based customer service, as it often works best for outsourcing. We also handle emails and live chat — whether it’s a 24/7 monitored shared inbox or recurring inquiries related to deliveries, product questions, or order statuses.

Examples of Outsourced Customer Service

Kronemedia supports a wide range of companies across Denmark — from small startups to large corporations in various industries. We tailor each solution based on your size, industry, and needs. Examples of services we currently provide:

• Tier 1 software support

• Car-sharing customer service

• Troubleshooting EV chargers

• Booking vaccine appointments

• Pest control registration

• Scheduling property viewings

• Creating simple quotations

• Responding to frequently asked questions

The common factor? We aim to resolve as many inquiries as possible, based on clear agreements with each client. We never pretend to be experts in areas we’re not. That’s why we always clarify how far we can support and where your in-house team should take over.

What Is Good Customer Service?

Great customer service is proactive, fast, and personal — and that’s what we deliver every day. However, not all channels scale well when outsourced. For this reason, we currently don’t manage our clients’ social media accounts, as better tools exist for that purpose.

Trustpilot Reviews

It’s not unusual for businesses to ask us to manage reviews on platforms like Trustpilot. While we receive these requests, we’ve chosen not to include this in our services. Why? Because we believe:

• Reviews should be addressed by the business itself

• Trustpilot works best when it's a direct, authentic voice

To succeed with Trustpilot, you need two things:

1. Excellent customer service

2. An active, transparent approach to review management

We recommend responding to reviews — especially the negative ones — but doing so internally, not via an outsourced provider.

What Doesn’t Work?

Over time, we’ve learned what works — and what doesn’t. Common pitfalls include:

• Outsourcing too much

• Incorrect pricing models

• Lack of preparation or industry-specific knowledge

If you have a highly specialized product, you should be cautious with full outsourcing. It’s not a one-size-fits-all solution.

Repetitive Customer Inquiries

The more repetitive the inquiry, the more relevant it is to outsource. These are typically the tasks that create less value for your internal team compared to more strategic initiatives.

Conclusion

If at least half of your customer interactions are repetitive, there’s a strong case for outsourcing part of your customer service. Key benefits include:

• Professional, consistent handling

• Streamlined operations

• Lower costs

We rarely recommend outsourcing all customer service. It’s important to have internal representation and brand ownership. But if you're considering outsourcing parts of your support, let's have a no-obligation conversation — and we’ll gladly share our insights.