According to Salesforce, a leading cloud based software company, nearly 53% of small-and-medium-business (SMB) owners say that they're at a competitive disadvantage compared to larger organizations when it comes to costs. However, SMBs can offset their costs by outsourcing their IT technical support process.
But that’s not the only benefit of outsourced IT support. There're many other irresistible reasons why you should outsource the IT technical support process in 2022.
Let's understand why the IT outsourcing process can be a viable option for you in 2022.
Pandemic Needs Businesses to Speed up their Digital Transformation
Covid-19 has accelerated digital adoption for businesses worldwide by six years in just about two years. The crisis has resulted in a surprising and rapid reliance on digital tools to connect and collaborate online securely. As a result of the pandemic, Spurred customer demands urged businesses to adopt new technologies to offer modern, faster, and more convenient experiences.
As a result, 95% of IT professionals say that their companies have redefined technology priorities after the Covid-19 outbreak. Moreover, nearly 63% of Fortune 500 CEOs report that the pandemic has propelled tech innovation in the corporate world.
So, businesses need to revise their strategies to ramp up modern tech solutions, and they need to this fast to stay competitive. Outsourcing your technical customer service can help achieve this faster and more efficiently. According to the 2020 Global Managed Services Report, more than 45% of international companies consider outsourcing their work following the pandemic.
All of this means by outsourcing your IT technical support process, you can stay competitive and deliver a sustainable response to the crisis. It is regardless of your business size.
Counteract the Impact on Revenue (Save Money and Cut Costs)
As mentioned above, outsourcing services can result in huge cost-cutting. Impacted by the pandemic, companies are looking for more cost-cutting opportunities than ever before. Outsourcing IT support has become a viable cost resilience strategy in this scenario.
By letting an external party manage your IT support services, you can cut business costs in the following ways:
No Unpredictable Costs
Security updates, system repairs, and infrastructure upgrades are several factors that influence IT support costs. Unfortunately, it's hard to track these costs monthly or yearly. However, in 2022, given the current situation, it has become even more important to keep your systems up-to-date.
When you outsource, the external company manages everything for you with defined roles and costs. So, there are no unexpected costs and overspending.
Reduced Training Costs
As per the 2021 Training Industry Report, the average American company spent nearly $1,071 per employee for training in 2021 compared with $1,111 per employee in 2020. These days, employees training has become even more important than before. Companies need to upgrade their employees’ skills and ensure cybersecurity best practices. But training a large, in-house team can be expensive.
When you outsource your IT technical support process, you can cut down training and retraining costs up to a great extent.
Reduced Infrastructure Cost
In today’s high-tech environment, the overall cost of IT infrastructure can be astounding. From upfront costs to maintenance and upgrade requirements, your IT infrastructure can consume a big portion of your budget.
Outsourced IT support services provide the freedom to use software and hardware facilitated by the managed service provider.
Besides these costs, outsourcing services save money by offering more affordable services. Additionally, they quickly bring onboard experts for you at a fraction of hiring costs.
Business downtime has become more expensive than ever. Nearly 44% of companies report that hourly downtime costs have exceeded $1 to more than $% million.
Whether due to poor network connection or a full-blown server malfunction, IT support downtime is not acceptable at all. It can hurt your business’ reputation and customer experience.
Downtime and Cybersecurity
Downtime is costly when it happens due to purely technical accidental failures. But when it results from nefarious behavior by cybercriminals, the monetary consequences can ruin your business.
According to a 2017 study, SMBs spend nearly $117K to recover from cyberattacks. Now, with more and more employees working remotely, businesses are facing even a tougher challenge against cyberattacks.
By outsourcing your IT technical support process, you put in place a safety net to protect your business against downtime. Here’s how:
- Early detection of potential outages or problems helps avoid or bring service back online.
- Your IT infrastructure and network are monitored 24 hours a day, all year round.
- They perform regular proactive upkeep, which reduces the chances of facing downtime in the first case. If it happens, you can quickly recover data thanks to full cloud integration.
- Reboots, downtime, and updates can jeopardize the productivity of your business. However, these issues never happen when you outsource your technical customer service.
Get Expert-Level Support
The global IT landscape is expanding and evolving rapidly. New technologies, trends, and compliance programs are coming into existence. So, companies have to choose – hire or improve your in-house team or outsource your technical customer service.
With an in-house IT support team, you have to constantly improve their skills and expertise to tackle the changing technology demands. On the other hand, outsourcing your IT technical support process lets you benefit from a greater expertise and knowledge base. You can find an outsourcing services provider with a variety of tech and skill-sets. But when it comes to in-house staff, the skill-set becomes limited. So, according to your business and challenges, the service provider will designate technicians with experience and expertise in your field of operation.
So, all concerns of your customers will be addressed efficiently and timely. The outsourced team should handle all important tech issues because they turn into major problems. A reliable outsourced IT support provider has a team of IT support specialists who can answer all customer queries and provide solutions when needed. No delay, no problem! Just happy and satisfied customers.
All of this make sure that your business remains up and productive all the time. In addition, IT support service providers work round the clock and continuously serve your customers to troubleshoot their problems.
Also, you gain peace of mind knowing that your IT support service is in safe and professional hands. So, you can pay more time and attention to other important aspects of your business.
Scale the IT Customer Support Capacity of Your Business
Like every other business, you want growth for every department within your organization. And, your IT technical support process is no exception! And as you grow, you need to scale your customer support capacity. But scaling your company during tough times can be challenging. So, how do you do that?
Choosing outsourced IT support services is the simplest way to achieve this. As you grow, you may receive many inquiries from different sources, such as email, live chat, phone, and social media.
To an SMB, your customer support flow may look like this:
The growing volume of requests means increased workload, and you need a bigger support team. But, more importantly, your customer support representatives should be professional and offer quick, personalized support.
Achieving this with an in-house team may feel overwhelming, time-consuming, and super-expensive. It can also result in stress and burnout for your in-house team because of limited resources and small team size. Nearly 12% of in-house CS agents feel stressed at the workplace all the time, and about 25% want to resign.
On the other hand, you don't need to worry about these things when you outsource your IT technical support process. Their IT support specialists are trained to balance workload efficiently and provide omnichannel customer support. So, you can stay focused on your business growth and celebrate your victories. Your managed IT support provider will handle the rest.
Keep your Business Up 24/7, 365 days
Depending on your industry, it’s possible that your customers cannot afford to wait for solutions to their problems. In addition, they want real-time support. If you follow a customer-centric approach with a team that is available 24 X 7 X 365, you may be able to offer faster solutions. This results in improved customer experience.
If you outsource IT support, the provider ensures that your IT support team remains up all the time. In addition, they ensure that end-users in different countries and time zones receive the same rapid response to their queries.
A reliable outsourcer is also well-equipped to handle customer queries sooner than 9-5 in-house teams. So, they provide reliable, 24/7 coverage to your IT support department.
Outsource Your IT Technical Support Process to a Reliable Partner
In order to succeed, businesses need a foolproof customer-centric approach. Sadly, customers are getting impatient with time. They want quick and efficient responses to their queries. They want multichannel support. In addition, outsourcing your IT technical support process is important for your business to grow and scale.
At Wow Customer Support, you can get experienced technical support customized to your business needs. You also get detailed reporting on customer interactions so that you can track the progress and make necessary improvements. We are here for you from start to finish. So, call Wow Customer Support today for 24X IT support.