6 Benefits of Outsourcing Your Help Desk Services
When a business scales, so does its users and support tickets. Today’s customers expect an immediate resolution to their issues and most of these are tier 1 requests. If your current help desk isn’t able to deal with the increasing number of support tickets, then your customer retention rates may suffer. One of the solutions to these problems is outsourcing your help desk services .
Outsourcing help desk eliminates the need for constantly expanding your in-house team. Now you save space, employee salaries & bills.
Outsourced support providers assist in keeping the tech-related issue process clean and allow the agent to bring the best for their company. You can now focus on sales while your outsourced company handles support.
Help desk outsourcing has many benefits, especially for small & medium-sized businesses. Here are 6 advantages of outsourcing your help desk services .
1) Reduced Costs and Increase in Savings
The primary benefit of having an outsourced helpdesk is a reduction in operational costs.
It is expensive to keep an in-house IT expert team and manage PTOs, sick leaves, vacations. These are hurdles when your company is growing rapidly. With an outsourced help desk provider, you can expect no downtime leading to consistent work. An in-house team is unable to meet this level of availability. You’ll benefit from lower costs, fewer employees, and support that is available 24/7.
Most outsourcing help desk providers offer different plans based on the size of the client & scope of service. This allows businesses to customize the services and ensure it meets your budget. This way, you won’t have to pay for things you don’t need.
Building outsourced technical teams is a simple, cost-effective, and secure way to support your company’s needs.
2) Improved Response Time
There will be times when your help desk will be flooded with issues and your in-house IT team may be ineffective at solving these tickets quickly. This will lead to poor customer satisfaction, reduced retention rates, and negative customer reviews.
Let’s look at it from a customer’s perspective. If you don’t respond to their issue within a reasonable 1 to 2 hours, it may not be of help to them.
Outsourced help desk providers are well-equipped with a variety of tools, automation, and a technically trained team to deal with an overflow of support issues. Reputed providers always maintain backup agents for such situations. These backup reps help to clear pending issues & bring the response time back to acceptable limits.
By efficiently managing sudden spurts, you can expect to achieve the following.
✓ Customer feedback is always positive
✓ Customer satisfaction and trust in the business are maintained
✓ Customer retention rates do not take a hit
3) Leverage Professional Expertise
An established and experienced outsourced help desk provider has a trained team of engineers. They are ready to deliver excellent quality of service from day 1 of your engagement.
Be it a small business or a large-sized organization, you do not lose days and weeks in training and streamlining operations. Experienced providers are backed with industry best practices, knowledge of the latest tools and applications in the market.
They come with prior experience with businesses similar to yours, which also gives you a strategic advantage.
4) Support Availability Outside Business Hours
Providing support outside business hours is difficult & expensive with a small in-house team. There’s a possibility that your regular 9 to 5 team is unable to clear all tickets within the day leading to a build-up & subsequent increase in response time. This will inevitably lead to dissatisfied customers.
An outsourced help desk team has 24/7 capabilities. If 24/7 is outside your budget, you can opt for extended business hours covering 12 hours or 16 hours each day. This minimizes stacking up of pending emails or issues.
Users across time zones benefit by receiving a prompt response & not having to wait for the next business day to get their issues resolved.
5) Tracking of Support Tickets Using Multiple Metrics
Regardless of the nature of the ticket, a better customer support management system can record and track all information related to support requests. As a result, you’ll be able to maintain a well-organized database of customer issues and generate reports on your customer service performance with a single click.
These help desks use various metrics and data to track things like:
✓ History of interaction
✓ Categorizing and tagging tickets and sorting them as per their priority
✓ Creating multiple statuses to get a solid understanding of traffic and stages of interactions
Now with all these, you can assess the effectiveness of your customer service team and identify areas for improvement. Plus, keep track of all pending complaints in one place.
6) An Edge Over Competition & Focus on Core Business
You need your customers & users more than they need you. It’s critical to constantly improve your service level to prevent them from going elsewhere.
Customer satisfaction or user engagement is an important differentiator between you and your competition. Hiring a professional help desk can help you stand out.
By hiring an expert outsourced help desk provider, you stand to leverage on their strengths or say your weakness. This helps you safeguard your customers & users from fleeing you and you can maintain an edge over other competitors.
Outsourced help desks are becoming increasingly popular among startups and established businesses alike. The simple reason for this is that competition is fierce, and everyone wants to be better than other. Customer satisfaction is an important part of customer retention, and you’ll certainly need expert assistance with this.
Now, with all of these advantages, if you’re still unsure whether or not you need a helpdesk service, talk to our experts who have been providing helpdesk services for years; they may be able to clear things up for you.
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