Whenever something goes wrong with your IT system, users usually turn to technical support to help resolve the issue. But there’s nothing more frustrating to users than bad technical support. Not only does it deter users from using your product, but it also casts a bad name on your company.
Implementing good technical support practices is easier said than done, however. Having a full-fledged customer support division can be out of budget for many organizations. Despite that, its importance to a satisfying customer experience cannot be overlooked. So how exactly can organizations overcome their financial constraints while delivering top-notch technical support?
Service desk defined
A service desk is a resource that is designed to assist your company’s employees and consumers in solving issues related to IT in your company. Service desk staff are usually well-trained in handling technical issues that are common in your company’s IT systems and products. Good technical support counts, and as such, the popularity of service desks has surged thanks to the value they provide to a company in assuring a good customer experience.
Outsourcing your help desk support
When you outsource your IT support desk tasks, it frees up the time of your own technical staff so they can conduct company operations rather than worrying about customer problems.
What’s more, service desk staff are well-versed in handling all sorts of customer queries and issues, as they’ve encountered similar issues before. The experience in customer dealing and expertise in product knowledge allows them to deliver superior solutions when it comes to customer issues.
Let’s take a look at the top reasons you might want to consider outsourcing help desk support services:
1. 24/7 availability
Most organizations follow the 9-to-5 work routine. That’s completely fine, however, it must be noted that the company’s customers do not follow the same routine. The company’s services are being utilized around the clock and as such, issues can arise anytime. A common example of this would be an e-commerce company, where customers are making online purchases and might need help in completing their order.
Having no help desk support after the traditional work hours is sure to frustrate customers who’re unable to have their issues resolved when they need the help. Outsourcing helps companies overcome this. Special deals can be made to have customer support during off-peak hours. A good strategy would be to choose a company that’s in a different time zone so they’re only working normal hours for you.
2. Faster response
Helpdesk support often also includes the ability to take control of a remote system without physically being at the affected user’s location. This greatly improves the response time and leaves a good impression at the end of the consumer. It also saves you the cost of transport, labor, and equipment.
With a remote service desk, you don’t have to keep the customer waiting. Help is at hand immediately, whenever the consumer wants it.
3. Deal with user issues easily
You might have really good and knowledgeable support resources at your company, but that doesn’t mean that they’ll be able to handle customers just as well. Partnering with a dedicated help desk provider means you’ll be availing the service of support experts who’re experienced in dealing with frustrated customers. They’ll know when to deal with them alone or when to escalate issues that deserve to be taken up with engineering/management.
4. Reduced costs
The need to hire new staff to provide a reliable level of support can be costly and time-consuming. Then there’s always the risk of having redundant resources, who’re unable to do any work simply because support requests have declined. These unfavorable circumstances can be avoided if the company chooses to outsource IT help desk services. The fixed cost structure makes predicting costs easier, and also saves on the costs involved in keeping full-time employees.
5. Access to highly experienced IT specialists
IT support desk companies specialize in both the technical and support aspects of a system. They know how to resolve issues for people who need help. Of course, you need to be careful in selecting a support desk partner. Always choose a company that specializes in your industry, as they will be experienced in handling related issues than a company who hasn’t worked in your industry before.
Conclusion
There will always be a component of IT support that’s going to be a part of your company. This is essential for understanding customer needs and problems. However, an increasing number of companies are choosing to completely outsource their service desk tasks due to the benefits listed above.
Put simply, an experienced service desk provider will be better equipped at handling customer problems and delivering a satisfying experience. If you’re going to try an in-house support desk, there is always the risk of losing customers due to inexperienced support staff. That is why it is better to outsource this process to a company that understands and specializes in doing just that.