Even before the coronavirus pandemic, outsourcing technical support services were a popular solution amongst business owners. It was a cost-effective, hassle-free way of freeing their on-site staff from unnecessary time-consuming tasks while modernizing their technical support in the process. However, changes due to Covid-19, such as remote employees are slamming support desks with never-ending demands. Moreover, it is crucial for every business’s IT department to work with the support staff and focus more on strategic tasks and core competencies to help their business thrive in a demanding digital marketplace.
That said, such demand has resulted in IT labour shortages, leaving many technical departments stretched thin when creating dedicated support structures. Furthermore, inconsistent, and poor service is accompanied by an outdated knowledge base, inadequate service schedules, and limited metric and support documentation.
Outsourcing your technical support to a reputable service provider allows you to deliver instant access to customers with the expertise, tools, and resources required to answer their queries. In fact, with the right managed technical support provider, your business can expect to resolve around 80 percent of customer and user issues via the help of a proactive support platform these firms offer. With that in mind, let us take a detailed look at some of the benefits of outsourcing your technical support to a third-party service provider. Some of these benefits are listed down below.
Outsourcing allows you to deliver quality technical support.
With the help of immense experience these firms have in maintaining, developing, and defining technical support procedures, outsourcing will resolve problems that stop on-site teams from delivering quality, consistent support to the end-user. For example, the best IT Support partner will drive customer satisfaction and internal productivity with features such as:
- 24/7 telephonic support and IT Support services
- Little to no physical presence
- Secure and fast tunnel connection between the support engineer and end-user
- Low operational costs
- Immense technical knowledge and experience
In the end, excellent outsourced technical support services take a more process-dependent approach than a people-dependent one. Moreover, they have the knowledge and experience of skilled support staff that provides helpful information to the end-user, resolving issues more efficiently!
Outsourcing improves response times.
Poor internal technical support ruins the relationship between a business and the customer. Yet, there is a considerable gap when talking about the response times from the support team when they juggle multiple priorities simultaneously. Moreover, failing to address the user’s issues will also result in costly business downtime.
However, by signing up with a managed technical support firm, you will enter into Service Level Agreements that hold the firm accountable for achieving particular support levels. Such a thing results in these firms providing your end-user with timely solutions and answers to avoid penalties and fines. Moreover, these firms also utilize a triage system which allows them to prioritize, route, and escalate tickets, ensuring that queries are handled quickly by the appropriate team in the proper order and with the right skillsets. Furthermore, automated services such as chatbots also help ensure the end-user receives an instant response to their questions, such as password resets and whatnot.
Outsourcing allows you to leverage expertise for well-run technical support.
For firms that provide outsourced technical support services, it is their bread and butter. Meaning, they are committed to hiring top-quality employees who have the right expertise and skillsets to provide end-users with high-quality, quick technical support.
So, outsourcing your technical support ensures that your support team will constantly receive updates with the latest training on new technologies, service management processes, specialized tools, and best practices. In fact, your technical support team will have the experience and expertise for troubleshooting and resolving your end-users’ technical problems!
Outsourcing your technical support increases your help desk’s flexibility.
In the end, the technical support sector is constantly growing and improving, leading to various issues. For example, during a transition to the cloud, your technical support queries will undoubtedly increase. However, outsourcing your technical support allows you to scale your resources according to demands.
In fact, doing so will guarantee flexibility while ensuring top-notch support, whatever the situation may be. Moreover, it also enables you to avoid the hassle of hiring more technical support employees and training them during an uptick. Furthermore, doing so also lead to reduced costs that go into hiring and training more staff to tackle the inflow of tickets and customer queries.
Outsourcing allows your internal team to focus on strategy and innovation.
When technical problems arise, your support department will be consumed while handling non-essential business tasks and operations, which is understandable. However, due to this, your business will start away from its strategic focus, resulting in reduced productivity and unhappy customers and clients.
However, by outsourcing your technical support to a third-party service provider, your internal staff can focus on improving your business’s strategies and promote innovation within the workplace. Moreover, instead of scrambling for mundane tasks, your internal teams will have the capacity to leverage emerging opportunities and thrive for better business outcomes.
Outsourcing allows you to gain insight through visibility and reporting.
With the help of Service Level Agreements, your business and your outsourcer remain on the same page. Meaning, you establish mutually agreed-upon metric, guidelines, and terms that ensure your customers’ support needs and demands are met. That said, reporting metrics such as Average Speed of Answer and First-Call Resolution deliver essential visibility when determining your support’s performance. Doing so allows you to measure your success and identify gaps in your support service, quickly addressing them! In fact, companies that utilize outsourced support desks improve their response times by 16 percent.
In comparison, companies that run an internal support desk don’t have the processes or tools to ensure top-notch support services, measure service delivery costs, or promote a performance-improvement culture. While traditional, internal support desks will typically respond to inquiries and questions, outsourcing your technical support will allow you to proactively determine, prevent, and resolve issues before they end up impacting your service. In the end, an excellent technical support outsourcer will provide you the insight by monitoring the latest trends that can reduce ticket volume.
With technology at the core of every business’s operation, top-notch IT Support Engineer is no longer a precious commodity. Instead, it’s a must-have for every company out there, especially ones that provide technical solutions to their clients. So, if you’re still unsure whether you should outsource your technical support or not, the benefits mentioned above will help you make up your mind.