For managed services providers (MSPs) or other IT resellers, a help desk that can answer phone calls, known as a help desk , is a vital MSP product that is crucial to sales and customer retention. How help desk calls are handled and resolved can go a long way towards convincing a client that your business is providing a highly valued service.
End users are demanding more from IT support; accessibility on multiple platforms, quick responses to just about any issue, and availability any time of the day or night.
However, a common obstacle to hosting a help desk in-house is the cost of manpower required to field calls, talk through remediation process, log tickets and have techs available for long hours. Help desks can be a drain on capacity and focus; technicians’ time is usually better spent completing complex tasks and selling services to new and existing customers.
Four reasons to outsource:
- Lower Costs: Third-party support desk services provide significant economies of scale, with industry estimates putting the average annual savings between 20% and 45% vs. maintaining an in-house operation.
- Premium Service: A new product MSPs can upsell to current clients and pitch to higher-test prospects.
- More Availability: Support services are available 24/7, 365 days a year, around the globe.
- Better Support: Outsourced support services use standardized processes, providing clients with a single point of contact across multiple platforms – telephone, web, chat, e-mail, SMS – and across multiple issues – troubleshooting, hardware support, software questions, ID administration, remote access, etc – in ways that would be difficult for an MSP to do in-house.
Help desk support is becoming a highly valued standard in the industry, but the costs and expectations continue to rise. There is a strong case to be made that your bottom line; your technicians, and your clients would be better served by an outsourced help desk.
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By Lily Teplow
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