At the same time, your executive team members are brimming with great ideas to make your business flourish, but they just don’t have the time to focus on implementing those ideas. The solution is to give your local staff the back office support they need. Back office support is a term for office solutions that aren’t customer-facing. While these job
roles don’t directly fit into the description of customer support, they are responsible for streamlining and improving the customer experience (CX). After all, flawless data, clear and compelling content and well-designed websites all contribute to improving the customer journey.

Some examples of back-office support positions include (but aren’t limited to):

Accounting and Finance

Copy and content writing

Data entry

Graphic design

Website management

Back office support roles are often behind the scenes, but should never be overlooked. For positions dealing with data entry, content moderation, office services, and financial services, back-office support exists to scale business needs and remove friction from the customer journey.

And whatever a customer’s goal, what occurred before, during, or after the sale (or support interaction) could make or break their experience — leaving customer-facing roles to pick up the pieces. A quality end-to-end back office support system helps prevent negative experiences at each touchpoint. From multichannel services to order fulfillment, employees in back-office positions are just as crucial to positive CX as front office ones.