Customers today expect to be able to contact a company according to their own preferences. Organizations that don’t offer an omnichannel customer support strategy are behind the curve. They have to be prepared to service customers via phone, email or live chat. They must be available at any time of day and have the answers to any customer question or complaint at their fingertips. This kind of pressure can lead to large, sprawling customer service pools, and if a business doesn’t have the right tools in place to automate the process and make it more efficient, the help desk can become a major source of wasted revenue.
SWC Technology’s Cummings says it’s leading to more and more customers turning to MSPs to handle their helpdesk operations.
“We’ve seen an increased demand for outsourced service desk and expect that to continue in 2019,” she says. “It’s challenging for an internal team to support users as they navigate the change — on a 24/7/365 basis, from anywhere, on any device. Additionally, this distraction takes internal resources away from identifying and implementing higher-priority projects that drives greater value to the business.”Shutterstock