If you want the prime example of an uphill battle, you need only look at the daily responsibilities of your IT help desk team. With your clients’ expectations escalating every day, delivering on the same can prove challenging. As a result, managing end-user expectations becomes critical, and white label help desk support is just what your IT business needs.
Acclimating to IT support standards expected by your clients due to an increased expectation of the end-users hinders your IT firm’s growth trajectory since you have to allocate core IT specialists for the job.
Providing the Ideal IT Support, Keeping Expectations Reasonable
While it may seem an excellent option to agree to all the demands your client puts forth, it will prove to be the most damaging thing if your IT team cannot deliver on the promises made in the SLA.
The key is keeping end-user expectations within the limit in which your clients get the maximum benefit without compromising quality.
Best Ways to Manage End-user Expectations
Keeping up with client demands getting too much for your IT organization? Here are some practical ways in which a white label help desk support team can assist you in managing them:
- Setting reasonable service expectations from the start – You can prevent the spread of misinformation and client assumptions by reiterating the service they can expect for the various types of support tickets. Your IT support team must set specific and reasonable expectations and convey them through FAQs, automated emails, etc.
For example, hardware issues should not have a short resolution time, and minor issues like a password reset should not take days to resolve.
- Providing a self-help portal – White label help desk support firms equip your IT help desk with a curated self-help portal that can help users find the solution to many of the problems they may be facing by referring to the articles, step-by-step guides, and other technical resources. This helps reduce the workload on your IT support team by allowing for easy issue resolution to common problems.
- Automate ticket generation through email – Depending on the user’s knowledge and the complexity of the issue, it may be better for your user to generate the support ticket by sending an email instead of hopping on a call or filling out a form. This process also allows your clients to get automated replies which can include the estimated resolution time and a way to track the status of their support ticket.
- Implement a prioritization system – Instruct your IT support team to let end-users know the priority of their support ticket. If your users know the reason behind the levels of prioritization, it will help them understand why their issue may not get an immediate resolution. Also, giving your users updates about any network-wide technical challenges can clarify why resolution delays may occur.
Focus on First-time Resolution
It’s imperative that your IT help desk crew is proficient and skilled with resolving technical problems when your client comes to you with their issue. A higher first-time resolution rate will ensure your clients remain loyal, and an experienced white label help desk support firm can help you achieve that.
Single Point of Contact is a White Label Managed Service Provider that offers a wide range of help desk, network, server, and cloud support. Our job is to provide tech support to your clients’ networks and predict potential disruptions to the systems in place. We seek to help your clients attain peace of mind with regular maintenance, monitoring, and security. Contact us today to discover more about how we can help support your clients.