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.