How Outsourcing Customer Service Saves You Time & Allows You to Reach Your Goals



The Role of Customer Support and Success Reps

A Customer Support Representative addresses and resolves customer issues whilst a Customer Success Representative focuses on client retention and satisfaction.

Both positions are essential to help you increase customer satisfaction and ensure customer loyalty, which results in renewals, upsells, cross-sells and referrals through word of mouth.

Activities often include:

Customer support and success reps: Inbound calls

Taking inbound calls from customers to resolve their queries

Customer support and success reps: Messaging

Responding to emails, chat queries and social messages

Customer support and success reps: Content

Sending satisfaction surveys and educational content to existing clients to ensure engagement

Icons-Customer support and success reps: Contracts

Ensuring clients renew their contracts


How you will save time and money, whilst producing great results:

You can hire and manage reps in-house or you can outsource them. By utilizing CloudTask’s services you will see the following benefits:

Recruiting Time

In House

Customer support and success reps: In-house recruiting

Save a potential
40 days recruiting

  • 40Average number of days to fill a service role: 401

With CloudTask

Customer support and success reps: Recruiting CloudTask

No time spent

Why waste your time finding and interviewing candidates that may not have the right skills, company culture, and passion for the job?

We do this for you!

Training Time

In House

Customer support and success reps: Training

From 90 days

  • 90Average ramp up time of a new rep: 90 days.2
  • 50%Average attrition of a rep: 30 to 50%.1
  • 2.5KThe average cost of hiring a new agent: $2,500.1

With CloudTask

Customer support and success reps: Training CloudTask

To a few

We train our reps for success and the day they begin working with you, they’re already trained in best practices and technology.

We’ll still need to work with your team to ensure optimal understanding and results, but much of the heavy lifting will be complete.

Management Time

In House

Customer support and success reps: Management

From daily

  • 25%Managers get rid of about 25% of their workload to spend it on more important priorities when outsourcing.

With CloudTask

Customer support and success reps: Management CloudTask

To no management

CloudTask has an experienced management team behind our reps to ensure we hit your KPIs and save you time.

Start Obtaining Results Instantly

CloudTask has delivered results across numerous industries and accounts from day one:

GoDataFeed, a powerful app for online retailers, used CloudTask’s services to obtain these results:

Increase CSAT

Increased CSAT from 86% to 94% within 7 weeks

Reduced average response time

Reduced avg response time from 6.7 to 1.8 minutes

Reduced total cost

Reduced their total cost per rep by 45%

IT software powerhouse, Ipswitch, used CloudTask’s Services to:


Handle 2,963 support chats from May 2018 to January 2019.


Increase customer satisfaction & retention by providing an extra support channel.

Get in touch with us to explore how our Sales Development Teams can boost your Customer Service and Retention.

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