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You’ve heard about help desk outsourcing. You think it could help with the high request volume you’re facing right now. Maybe your service desk specialist just left and you’re having trouble finding new talent. You need to get above water, and outsourcing sounds like the perfect fit.

You’ve probably seen some objections to outsourcing from other managed service providers (MSPs). Outsourced help desks take you away from your clients. You’re giving away visibility on a key part of your business. How can you trust another company to work with your clients? Aren’t all these outsourcing companies based in other countries around the world? How can you make sure the agent answering your customers has the right expertise?

Our advice: forget these objections to help desk outsourcing.

There are multiple benefits to outsourcing your help desk—you’ll probably wish you started sooner! Read on to see how myths about help desk outsourcing like the ones above only serve to keep you from viable options to grow your MSP business.


Consider these 7 major myths about help desk outsourcing busted

Myth: Outsourcing companies use low-cost labour

MSPs want their clients to receive premium service in countries local to their clients. It doesn’t matter how experienced an agent on the other side of the world might be, many tech providers feel more comfortable working with people closest to their geographical market.

In reality, outsourcing doesn’t automatically mean that the services in question are cheap, out of touch with your audience or somehow administered unethically. For example, all Sherweb Helpdesk Powered by GMS experts are based in North America and typically hold several industry-recognized certifications. We go out of our way to hire premium talent in markets local to MSPs and their clients.

Myth: Outsourcing means I’ll lose visibility on my clients

We get it—giving up any direct connection with clients can be cause for concern. Letting go of full control is difficult. How do you ensure the agents interacting with your customers are saying the right things? How could they possibly care about your clients as much as you do?

The truth is that it’s entirely possible to outsource critical functions like helpdesk services without sacrificing visibility and your relationships with clients. Sherweb Help desk is designed to ensure you’re always in the know. Regular touchpoints between our experts and MSP partners provide detailed metrics, trend reporting and analysis, so you’re aware of exactly what is going on with your customers and the services their receiving. Rather than losing the visibility, you might get an even clearer picture of your business leveraging our capabilities.

Myth: Help desk outsourcing is hard to set up

Your MSP can’t afford any lapse in service. You also don’t have months on end to devote to project scoping and determining how an outsourced helpdesk will mesh with your current processes.

Fortunately, getting set up with an outsourced helpdesk isn’t actually that challenging. Sherweb Helpdesk has 30-45 day onboarding process, during which we work closely with you to ensure a seamless transition from in-house to outsourced helpdesk services. We also integrate with the systems you already have, meaning less back-end work for your team.

Myth: Clients will notice the difference between in-house and outsourced helpdesk services

Can an external organization actually imbed itself with your services so completely that your clients don’t even notice they’re talking to an external party? Will an outsourced organization really take the time to learn the ins and outs of your MSP’s unique business?

The answer: absolutely! While putting your trust in the hands of another business is understandably difficult, the right partner can and should make you feel at ease. A strong outsourced helpdesk service should be indistinguishable from an in-house one. Sherweb Helpdesk is white labeled, meaning we work in your company’s name and offer no outward hints that the service being provided by someone else. Our onboarding process is also structured to be thorough enough that our experts are given the appropriate time, documentation and context to learn your business and act as an extension of your team.

Myth: Outsourcing makes documentation too easy to bungle

Helpdesk services require ample documentation and appropriate tracking to be effective. If processes and procedures aren’t aligned, or information sharing isn’t properly executed, help desk outsourcing sounds like it can cause more headaches than it cures.

While these concerns are certainly valid, it doesn’t mean that they hold true for every outsourced helpdesk service out there. Sherweb Helpdesk, for example, thrives on documentation. We document everything as part of a standardized process to ensure client records are kept consistently and systematically. We also integrate completely with your existing documentation application and any PSA, or RMM you use to make information sharing and reporting as seamless and possible.

Myth: Outsourcing is expensive with low ROI

Lots of MSPs recognize outsourcing as a potential option to offload certain tasks, but they aren’t convinced it’s actually worth it. How do you know the money you’re putting up is actually working to grow your business, and isn’t just another expense on your balance sheet? How can you be sure that outsourcing your helpdesk will still provide value for your clients? These questions breed hesitation.

The right outsourced helpdesk provider should be able to answer these questions with ease; they should be able to speak directly to the value their service provides. Using Sherweb Helpdesk as an example yet again, we offer flexible, user- or ticket-based pricing that fits the needs of your business. We also offer industry-leading service level objectives (SLOs) and service level agreements (SLAs) right off the bat, committing to a high level of quality service your customers deserve.

Ultimately, we see outsourced help desk as an investment for your MSP business. Think of how much easier it will be to focus on growth initiatives with the peace of mind that your clients are fully satisfied with your services and are being looked after by experts? How much more time could you devote to other strategic projects when you’re not worrying about backlogged service tickets?

Myth: The quality of an outsourced helpdesk isn’t as good

It only takes one bad customer experience to turn a relationship sour. Many MSPs might think that handing a portion of their customer service operations over to an outsourced helpdesk team is akin to leaving your front door wide open when you leave the house—an unnerving idea.

However, the idea that help desk outsourcing is lower quality by nature simply isn’t true. Sherweb Help desk services solve a vast majority of issues on the first call, and document anything and everything with relevant insights for getting ahead of future problems. Our helpdesk agents are also highly qualified and equipped to tackle essentially any level 1 or 2 tickets that come their way.

Perhaps the greatest myth of all: A great partner isn’t out there for you

Wrong again! Sherweb is deeply committed to improving the day to day processes of MSPs and helping position partner business for growth. Check out how Sherweb Helpdesk can offer your business peace of mind, or reach out to us to get the conversation started.


Written by The Sherweb Team Collaborators @ Sherweb