If you haven’t outsourced your MSP help desk, you’re likely wondering how it works and what the benefits are for an ecommerce business. Help desk outsourcing involves inquiries that help identify business opportunities.
When you outsource your MSP help desk, you’re leveraging external professionals to:
Enhance customer service. Improve customer experience (CX) by providing quick resolutions round-the-clock. Typically, outsourced teams excel in managing help desk services 24/7, meaning they are always available to attend to your customers’ needs, even at 2 AM.
Boost efficiencies: Outsourced help desk teams take over repetitive tasks like receiving calls, ticketing, and ticket follow-ups. This allows your in-house staff to focus on their specialty. This results in increased operation efficiencies and better focus on critical business functions that support growth.
Reduce operational costs: Hiring an in-house team is costly when you account for salaries, workers’ insurance, recruiting and training, and equipment. Outsourcing eliminates these expenses, considering outsourced teams are trained, own advanced tech equipment, and charge variable fees.
Outsourced IT support services provide effective solutions to common challenges new ecommerce businesses face. Ready to learn more about how you can use MSP help desk outsourcing to grow your online store? Continue reading.
Growing Your Online Store By Outsourcing Your MSP Help Desk
Now that we’ve analyzed the top reasons businesses are outsourcing their help desk functions. It’s time to explore how to make use of outsourcing to grow an ecommerce business.
Focus on Leveraging IT Expertise
One early action item for when outsourcing your MSP (managed service provider) service desk is to find the right external team. You’re not just looking for a vendor with expertise in business process outsourcing (BPO). You’re searching for teams that are experts in providing MSP help desk support.
According to STAFFVIRTUAL, experts in managed service provider help desk provide detailed and customized solutions to improve tech support processes that promote business growth. Since outsourced help desk teams possess high-level knowledge and expertise, they can implement IT-focused strategies. Whatever processes your outsourced team uses to handle customer calls are tried and tested. Effective solutions to tech issues and even better customer experience metrics are just over the horizon!
Outsource With Your End Goal in Mind
Knowing why you’re outsourcing your managed service provider help desk is vital for promoting business growth. Perhaps you’re outsourcing to cut costs, like 59% of businesses who cite cost reduction as the reason they outsource, based on global outsourcing statistics. You could be among the 24% of businesses that outsource to boost efficiencies. Whatever your reasons for outsourcing help desks are, define them.
You can do this by:
Assessing your needs
Maybe you have noticed delays in troubleshooting or problem resolution. There could be increased call volumes after office hours that you or your staff can’t manage.
Or you don’t have the expertise or technologies to streamline customer calls or ticketing services. In short, identify your challenges before delegating your help desk to a third-party vendor.
Define Scope
For example, let’s say your MSP help desk requires after office hours services. Outsource help desk tasks to firms that offer 24/7 support services. What if you’re expanding to other regions or need technical specialists? You might need outsourced help desk services that offer multilingual services or advanced technical expertise.
Improve Operations with KPIs in Place
On top of defining your scope of outsourced services, develop call center key performance indicators (KPIs) for your outsourced MSP help desk. Your service desk KPIs should include:
Average speed of answer (ASA)
Call abandonment rate
Average handling time
Cost per call
Customer satisfaction score
First call resolution
Agent utilization rate
Agent satisfaction index
Having the ability to measure the performance of outsourced services can help improve operations. Your external service desk team uses the provided metrics to manage your customer service processes effortlessly. This allows you to distribute internal resources equally and free up in-house teams to concentrate on their specialty. When you free internal resources, you can direct them to the development and growth of the business.
Reduce Online Store Security Risks
A single data breach is enough to put your company’s and clients’ data at risk and ruin your brand’s reputation. Funding a crisis campaign to help bolster a group’s professional reputation isn’t a bad idea, but in this case, preventative measures are ideal. What you need is a long to prevent cyber threats and pave room for business expansions.
Here’s where outsourcing your IT service desk comes in: Your outsourced team can monitor your IT systems around the clock and use advanced security systems to detect and protect your online business from cyber attacks. That way, you and your team can pay attention to strategic growth practices without worrying about hackers.
Use Outsourced Teams to Enhance User Experience
You want your customers to have a seamless experience navigating your online store to boost customer retention. One priority should be enhancing the CX (customer experience) using outsourced IT support services.
For example, one of your clients faces a challenge completing a purchase at 1 AM. A remote help desk team in a different time zone can provide support, allowing for a quick fix. The customer is satisfied, resulting in higher conversion rates and the likelihood of repeat purchases. The customer also then might recommend others to your store, leading to organic growth.
Conclusion
Growing an online store by outsourcing your help desk is easier than you can imagine. What you need to do is outsource with clear objectives in mind and a focus on leveraging IT expertise provided by external teams.
Next, set KPIs for your outsourced help desk support agents to improve operations and enhance customer experience. Equally important, use outsourced services to lower risks, especially cyber threats, that could affect your ecommerce store’s bottom line and reputation.
