Nothing frustrates a client more than bad IT support when they need it. When SME customers have questions or problems regarding a product or service, their first point of contact is customer service. Unfortunately, many organizations do not have fully equipped technical support solutions; their budgets simply ignore costs. How can organizations react quickly and provide high-level services without compromising call quality and customer satisfaction?
Outsourcing technical support is the solution
IT outsourcing frees up time for your IT staff and allows them to focus on strategic operations and revenue-generating ideas, rather than fighting support fires. Your customers' problems are dealt with by experts who use the latest technology to provide support solutions more effectively and efficiently. Read below to discover the top five benefits of outsourcing technical support services.
Increased support availability
Most companies follow a traditional 9 to 5 hour work schedule. However, many of these companies transact behind the scenes outside of normal business hours. For example, customers who shop online sometimes need immediate assistance, depending on the transaction. Not having technical support outside business hours can lead to frustrated customers, complaints and other avoidable headaches. Outsourcing to qualified companies during off-peak hours, in different time zones, provides support 24 hours a day, 7 days a week, by a real person, not by script or automatic response
Easily reach your appeal goals
Many internal support representatives have good intentions, but they do not have the knowledge or experience to handle all calls. Outsourcing technical support to a supplier with specialized agents will provide a level of service that rivals or exceeds the level of customer service provided in your organization. There are a variety of IT companies, especially in a city like Boston, who can help technical support with better call handling by qualified agents, keeping in mind your service level goals.
Better response time
Technical support generally includes remote access; take control of a computer or account without physically being there to solve the problem. This allows faster response times to diagnose and resolve problems, saving labor, transportation, and materials. Downtime is greatly reduced when help can be dispatched immediately, instead of responding within hours. Employees are not productive when they cannot work and companies lose money with each passing minute; This problem is mitigated or avoided thanks to external assistance from the helpdesk.
