Outsourcing resource-intensive areas of your managed service provider (MSP) business, such as your helpdesk, is a common practice and has obvious benefits. Think freeing up time for your team to focus on other priorities, potential cost savings by avoiding staff turnover, and scalability for busier periods.
But there are also distinctly intangible benefits to helpdesk outsourcing, such as peace of mind, staff morale and client satisfaction. These aren’t as easy to measure, and yet can still have an immensely positive impact on your operations.
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Download checklist3 hidden benefits of helpdesk outsourcing
1. Peace of mind
Believe it or not, that nagging feeling in the back of your mind about all the support tickets you’ve got piling up is never a good one. Helpdesk outsourcing can help you alleviate that stress!
Outsourcing your helpdesk helps to ensure you won’t be receiving frantic calls from clients at all hours of the night, or that your quality of service is declining due to slow resolution times.
With an external partner that offers specialized 24/7 service, companies can be sure that their customers’ needs are handled by professionals. Plus, outside providers will have robust processes, experienced staff and best-in-class technology to resolve customer issues quickly and efficiently.
Besides providing high-quality service, helpdesk outsourcing helps you offer around-the-clock support whether or not your internal IT staff is at work. This way, customers can get assistance whenever they need it, such as during emergencies or after hours when employees aren’t present. This can be particularly valuable for businesses operating in multiple time zones or with customers in different parts of the world. It also means employees won’t need as much training since they won’t have direct access; instead, they can log into ticketing systems where others will manage things.
This also helps reduce costs and increase productivity by keeping employees focused on other key operations, income-generation strategies and new ideas.
2. Staff morale
It’s well known that retaining staff is more cost-effective than hiring and training new staff, but it’s more difficult to attach a dollar amount to productivity gained when your employee morale is high.
Helpdesk outsourcing can give your business 24/7 support coverage without pushing your internal team to its limits. By outsourcing non-core functions such as helpdesk services, companies can significantly reduce the workload and stress on their existing staff.
This can lead to happier, more motivated staff who can better focus on their core responsibilities. This is evident by the fact that happy employees are 20% more productive than unsatisfied employees. Moreover, more fulfilled workers are 44% more likely to stay loyal to the company than unhappy staff.
When team members know they have the support of a dedicated helpdesk team, they’re more likely to feel confident in their ability to handle customer issues and maintain efficiency while completing other tasks. Happier employees are also more likely to stay with employers who value their well-being and give them the resources they need to do their work efficiently.
3. Client satisfaction
Like staffing, retaining clients is a lot better for your business’s bottom line than constantly working to acquire new ones. Providing reliable customer service is one easy way to boost client retention and overall satisfaction—93% of customers are likely to make repeat purchases with businesses offering exceptional customer support.
Many companies use helpdesk outsourcing services to meet their customer’s needs or provide them with necessary technical support when they use the company’s website, make inquiries about services or purchase products online. Sharing this burden with seasoned external providers will help free up staff to focus on daily business operations and core competencies.
In addition, clients benefit as their issues are addressed immediately, which increases their satisfaction and helps a company not only retain customers, but attract new ones as well. For MSPs, delivering a great helpdesk experience can go a long way on this front. Outsourcing these activities can help speed up resolution times, extend service coverage and ultimately keep clients happy.
Need help with helpdesk outsourcing?
Outsourcing your IT help desk offers advantages that go beyond cost savings. With an externally-managed helpdesk, you can offer top-level technical support to your staff and clients without the risk of overwhelming your in-house team.
From peace of mind to client satisfaction, the intangible benefits can be just as valuable as the cost savings, making helpdesk outsourcing a smart choice for MSPs that want to focus on their core competencies while still providing excellent customer service. All you need is an experienced partner, and Sherweb can help! We offer quality IT support—including helpdesk solutions—on which you can rely and can help your MSP business drive growth.
