Remote, reliable, remarkable: Why UK SMEs are replacing in-house customer support

Speak to one of our consultants to find out how we can support you.

Customer experience is your brand.
And for many UK SMEs, it’s the difference between repeat business and a lost opportunity.

But here’s the challenge:

  • Customer expectations are rising
  • Talent is harder to retain
  • Overheads are biting into margins

That’s why more small businesses are turning to remote support—not as a stopgap, but as a strategic move to deliver better service with fewer costs.

Why the traditional model no longer works

Hiring in-house customer service teams used to be the default. But it comes with baggage:

  • Salaries (starting around £24,000/year for entry-level support roles in the UK)
  • Office space and equipment
  • Training, turnover, and cover for leave

Meanwhile, the need for fast, helpful, and personalised service hasn’t gone anywhere.

The SME struggle with in-house support

A YouGov survey found that 71% of UK consumers would stop doing business with a company after a single poor service experience. Yet most SME owners admit they’re under-resourced to deliver consistently excellent support.

When founders or sales managers are still handling incoming queries, it’s not just inefficient, it’s expensive.

Remote support: Not 24/7, but exactly when you need it

At Outsourcery, our Customer Support professionals aren’t working around the clock—but they are working smart.
They handle:

  • Email and CRM-based support
  • Phone and live chat coverage during UK business hours
  • Query triage, follow-up, and ticket management
  • Customer onboarding and feedback collection

…and they do it without needing a desk in your office.

The ROI for UK SMEs

Remote customer support can reduce your staffing costs by up to 50%, while improving:

  • First-response time
  • Customer satisfaction
  • Overall brand reputation

And because you’re working with experienced professionals, you don’t waste time on onboarding, training, or micromanagement.

It’s more than just “answering emails”

Great customer support is:

  • Friendly, fast, and on-brand
  • Process-driven but human
  • Able to turn unhappy customers into loyal ones

Outsourcery’s remote professionals are hand-picked for their communication skills, tech proficiency, and emotional intelligence. They’re not script-readers. They’re brand ambassadors.

Want service that scales?

If you’re still handling support yourself—or stretching a small team too thin—it’s time to upgrade.

With the right remote support in place, your business can:

  • Respond faster
  • Retain more customers
  • Focus on the big picture

📖 Learn more about our Customer Support service or speak to us about your current challenges.

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