12 Benefits of Having an After-Hours Help Desk Support Team
Having an after-hours help desk support team doesn’t just help your employees — it improves your customer experience and your business agility. We’re going to explore how after-hours help desk support can help improve multiple aspects of your organization — and how you can get late night support on even the leanest of budgets.
Improved employee experience
After-hours help desk support can provide employees with the convenience and flexibility of assistance outside of regular business hours. This increases their satisfaction with the company and allows them to focus on completing tasks more efficiently, as they know timely help is available.
1. Increase efficiency of processes.
Increase efficiency of processes when resolving frequent issues by having an after-hours team that can quickly remedy these problems as they arise. Make sure that your employees can operate smoothly regardless of when they work — and set processes in place through your help desk to manage their experience more effectively.
2. Increase productivity.
Free up daytime staff to focus on other tasks, such as developing new products, while the after-hours team handles assistance.
3. Provide an effective channel for employees.
Work-from-home employees, or other employees such as remote employees, may not have set hours. Provide a channel to contact support and ensure they are receiving prompt answers, even when the business is not open.
4. Improve help desk services.
The help desk now has more time to provide support to employees rather than having to manage everything during the day. Not only is the internal team freed up to work on other tasks, but the help desk is freed up to concentrate solely on employee and customer experience.
Increased customer satisfaction
By having an after-hours help desk support team in place, organizations can provide customers with around-the-clock assistance and ensure they receive timely, accurate service. This can significantly improve customer satisfaction levels and help organizations retain current customers while gaining new ones.
With the added benefits of helping to reduce wait times, increase productivity and strengthen the organization’s after-hours support policy, an after-hours help desk is an asset for any business.
5. Improve customer satisfaction.
Improve satisfaction by providing customers with around-the-clock support. Customers today want support when they need it, and they may easily go to another company or service if they can’t get it.
6. Enhance the quality of services.
The reality is that customer service is part of the inventory of services provided to customers. You can enhance the quality of your services by providing better customer experiences, and the after-hours team is more likely to respond promptly and accurately because they are immediately available and have the time necessary to research issues.
7. Strengthen customer loyalty.
Customers feel more valued when they can get reliable support after hours. They feel as though the company is listening because the company wants to minimize friction as much as possible and provide them the support they need when they want it.
8. Reduce wait times for customers.
You can respond much faster since the after-hours team can handle inquiries outside of normal business hours. But more than that, the support given to the customer is more likely to be better because customers are less likely to be irritable after a short hold.
Better business agility
Having an after-hours help desk team in place helps organizations respond quickly to customer requests and stay ahead of competitors. This allows businesses to be more agile and responsive, while increased scalability and efficiency lead to better business outcomes.
9. Improve business operations.
An after-hours help desk team can quickly identify and resolve any technical or operational issues that arise outside of normal business hours. They will be able to fix maintenance issues before they ever impact the bulk of your employees, thereby greatly reducing your effectiveness and ensuring that many employees never experience disruption.
10. Decrease the costs related to servicing late night support.
An MSP can provide an after-hours help desk at minimal cost. Frequently an MSP can do this through economies of scale. You don’t need to pay for your help desk ticketing software if the MSP already has help desk ticketing software. You don’t need to pay the full wages of the employees, just the wages for the time that you used.
11. Scale the organization up.
Scale as needed without having to hire additional employees or go through a training process. You can scale up to take advantage of new possibilities without having to commit yourself to being scaled up permanently. You can get help desk support during difficult times such as a transition without having to hire staff or contract with staff directly.
12. Scale the organization down as desired.
If the organization takes a different direction, you need to be able to scale downward. But laying off employees impacts morale. You can scale down as desired if you have primarily contracted employees and contracted work rather than having to take advantage of an internal after hours help desk system.
Get an After Hours Help Desk Today with Red River
So, we know that there are many tremendous benefits of managing an after-hours help desk. But a lot of organizations hesitate to provide after-hours help desk support because they worry that it will be expensive. It’s not. When you engage with an MSP, you can get late night support at little cost. And you can contract an MSP for all your support needs, not just an after-hours help desk.
The world doesn’t run on static time. You need to be able to reach out to employees, customers and vendors across the globe. An after-hours support desk can help you manage these needs.
As a complete managed services provider, Red River can provide an after-hours help desk team that is available 24/7, 365 days a year. Our experienced and highly trained professionals are ready to assist with any technical or operational issues. Outsource your help desk support or outsource everything — we can help your organization grow. Contact us today to find out more about the benefits of after-hours support and our personal after-hours support policy.
