These days, more and more businesses are outsourcing their customer help desks and other IT services. The traditional route of building a team and attempting to manage all customer support and IT-related operations in-house is simply too cumbersome, expensive, and inefficient. Let’s take a look at eight solid reasons why almost every business can benefit immensely by outsourcing their help desks and other digital and computer-based services.
What Are the Benefits of Outsourcing Help Desk and IT Services?
1. Improve Your Response Time
Response time is one of the most important factors when it comes to help desks and customer support. Help desk outsourcing providers can almost always offer a quicker response time than in-house customer support teams for two key reasons. Firstly, they’re highly specialized and experienced, with systems refined over the years to constantly whittle down response times.
Secondly, peak congestion times during the day create the biggest delays in any customer support system. If you have an in-house team with a limited number of help desk staff, then when a sudden rush of customers gets in touch at lunchtime or just after work, your response times will inevitably suffer. Outsourced help desks solve this problem by having a large and flexible pool of support staff to grow or shrink on demand at any time of the day or night.
2. Provide Round-the-Clock Support
Small in-house customer service teams also find it hard to provide help desk support in the evenings or overnight for customers in different time zones. But 24-hour service is increasingly expected these days, especially if a portion of your clientele lives or frequently travels overseas. Outsourcing companies can draw upon large global pools of workers to provide service around the clock, which dramatically increases the quality of service and customer satisfaction.
3. Boost Customer Loyalty
Consumers frequently report prompt and personalized customer service as a determining factor in how loyal they remain toward a brand. The superior experience, training, know-how, equipment, and overall quality delivered by specialist outsourcing providers lead to better overall service and happier, longer-lasting customers.
This same principle applies to any digital service that influences the customer’s purchasing or service experience with your brand. If you also outsource your web hosting, cybersecurity, and cloud services, thereby increasing the speed, security, and optionality that your customers experience, your business will be rewarded with loyal, life-long customers.
4. Reduce the Cost of Your Services
The primary selling proposition of any good outsourced help desk and IT provider is a reduction in costs. Studies across various industries have found that businesses reduce their operating costs by around 30% on average by outsourcing. As a business owner, you save on the expense of hiring, training, covering employee-related benefits and taxes, payroll processing, renting office space, buying equipment for each employee, and more.
5. Gain Access to Premium Expertise
As a smaller business outsourcing your IT systems, you gain instant access to premium quality tools, tech, expertise, and support, which are ordinarily reserved for enterprises with considerably larger budgets. Your learning curve is also significantly shortened by access to the highly experienced help desk and IT outsourcing specialists, whatever questions you have or problems you need to be solved.
6. Reduce the Risk of Service Downtime
Top-notch managed IT service providers such as Virteva also reduce the risk of downtime on your help desk, web hosting, cloud computing, payment processing, and other digital and computing business functions. IT outsourcing companies closely monitor all the operations they’re responsible for, with in-depth risk assessment procedures across multiple clients.
With good IT outsourcing companies, vulnerabilities that might lead to downtime are persistently weeded out and response times to issues are continually improved. This helps to ensure that you and your customers rarely if ever experience the frustration and hassle of down services.
7. Utilize Cutting-Edge Tools and Tech
The sophisticated tools, tech, and methods used in IT and help desk services are evolving at a breakneck pace, especially with the exponential growth of AI. When you hire a high-quality outsourcing company, you needn’t worry about falling behind or missing out on the latest updates, trends, platforms, or techniques.
Your outsourcing provider keeps abreast of these changes and can adapt and update your IT systems to keep you ahead of the curve, effectively future-proofing your business. Without the dedication and specialist expertise of an outsourced IT systems provider, small businesses rapidly fall behind the systems used by their competitors.
8. Focus on Growing Your Business Faster
Perhaps the most important benefit of all from outsourcing your help desk and IT functionality is the freedom it gives you to focus on core business fundamentals. With much of your customer service and administrative processes delegated and in safe hands, you can put your valuable time and energy into finding new customers and growing your revenue.
In the fast-moving business world of today, it’s harder than ever for small business owners to juggle a multitude of necessary business tasks. With your help desk and many elements of your core business infrastructure outsourced to a reliable third party, your business can fast become leaner, more efficient, and easier to run.
