Customers shouldn’t have to wait for an answer to their questions or concerns, and this has made helpdesks a critical element of customer satisfaction. By providing timely assistance to staff, customers, or both, modern helpdesks can receive inbound phone calls and emails, respond to customers’ questions, and attempt to resolve the problem at hand. Technical concerns, such as problems with an employee’s machine or an online ordering system, are primary concerns of help desks. By automating workflow processes and reducing manual interaction, it is possible to break down silos and have seamless integration with systems.
Why Outsource Help Desk?
Many businesses lack the process maturity, equipment, capital, and skills necessary to run an in-house help desk effectively. For example, they need real-time voice or web chatting capabilities, which are increasingly expected by today’s customers. A good deal of in-house help desk teams also often lack access to an updated knowledge base, which includes useful information about experiences and provides staff with the information they need to rapidly fix issues or offer self-service assistance to customers.
Workflow automation, service catalogs, asset and configuration management databases, remote access support, predictive demand forecasting, and integration with other essential IT processes are also generally absent in in-house help desk platforms. Service levels end up being poorly handled without these main features, and there is no way to monitor and quantify transparency and expenses to provide services within the enterprise.
All of this can be provided by an experienced and qualified help desk outsourcing company for a fraction of the cost.
Key Benefits of Outsourcing IT Help Desk
With companies incorporating advanced technology into nearly every aspect of their daily operations, it’s only natural that workers and consumers will occasionally need assistance in utilizing those technologies and resolving issues. Help desks have risen to prominence as the primary means of providing IT consumers with the assistance they need to complete their assignments and contribute to the success of their company. Take a look at how Outsourcing Help Desk could increase your ongoing business productivity:
1. Optimizes Cost
The IT outsourcing market is extremely competitive, which means moving to this model of working can save your company a significant amount of money. If you decide to retain support services in-house, you will be responsible for the costs of hiring, training, and hardware for these IT resources. You can save money and handle the annual operating expenses more effectively with a fixed-cost outsourcing contract. Customers today need to be able to call in at any time, talk with a person in real-time, and get their issue resolved quickly. IT Help Desk Outsourcing can fulfill your customers’ needs by making a professionally trained support desk available 24 hours a day, 7 days a week. A satisfied customer is more likely to stick with your company longer and do more business with you, increasing your revenue. Investing in off-premise support for Help Desk facilities not only saves money, it also gives businesses more time to focus on their customers and employees.
2. Improves Response Time
Help desk specialists are only a phone call, email, or support ticket away. Third-party suppliers will have many technicians on hand to handle problems when they arise and they manage IT support for many organizations. Their efforts can be distributed more effectively around the companies they represent through a consolidated pool of resources. To solve issues quickly, outsourced help desk support teams employ a range of resources. Remote access, for example, allows support personnel to take control of a user’s PC and resolve any problems as soon as the user dials a phone number. If the technicians are unable to resolve the problem remotely, they will act in person to resolve the problem on-site.
3. Allows the Company to Concentrate on its Core Objectives
When technical issues occur, it is not unusual to see companies waste a lot of time on non-core business operations. The company loses its strategic focus, resulting in decreased sales and efficiency, as well as dissatisfied customers. When you use an outsourced partner, you delegate responsibility for resolving these problems to someone else. Your employees will concentrate on providing the best goods and services to your customers while the outsourced IT support desk provider handles all technical problems.
4. Ensures Service Outside of Regular Business Hours
It’s difficult to maintain in-house support for your systems outside of normal business hours if your core working hours are 9 to 5. Customers can encounter frustrating system issues if you don’t have help desk support available outside business hours. An outsourced provider will provide you with assistance 24 hours a day, 7 days a week, giving you the assurance that someone will always be there to assist your customers – irrespective of the time or day.
5. Benefits from the Expertise of Industry Experts
Unless your organization is in the business of IT, it’s highly unlikely that you’ll want to continue investing in industry standard compliance. Technology evolves at a rapid rate, and an IT services provider can always keep up with these changes. By using an outsourced IT Help Desk, your company will gain access to the most up-to-date market experience while providing guidance on how to grow the company. This gives you a strategic advantage, which benefits both your consumers and your bottom line. The majority of the job will be done for you, if you outsource the support desk to a contracting firm. Employees are recruited and hired by the outsourcing firm, which relieves tension on your in-house human resources department. When an employee leaves, the outsourcing partner will find a replacement for you, saving you time and money on hiring.
In today’s dynamic and constantly changing world, businesses must evolve quickly and become more agile to the changes around them. To do this, businesses must concentrate on what they do best and focus on tasks that add most value to the company. Outsourcing help desk services and other non-core functions will save you money, enable service around-the-clock, and improve customer satisfaction levels while allowing you to focus on the things that matter most to your business.
Ready to learn more? Head over to our Technology Consulting Services page for more information on how to get your strategy off the ground. Or, contact us today to speak with a member of our team.
