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Most new and established businesses try to keep everything under one roof including customer support because what could go wrong with having your employees dealing with customers in-house?

The short answer is a lot. A whole lot.

Customer support is much more than replying to a few emails and tweets. Customers are obviously the lifeline of any business so any questions, concerns, and criticisms they might have are essential to any business owner.

 Why businesses fail at customer support

Over the years, we’ve seen various companies give the cold shoulder on outsourcing their customer support because they thought they could handle their own support teams.

Most of them couldn’t. (more…)