It’s a prevalent fact that around 80 percent of your revenue comes from close to 20 percent of your customers. This is true in most cases, even for IT firms. That 20 percent comprises of your loyal clients, who promote your IT organization and its services to others in their network.
However, that type of loyalty is not easily attained and requires an immense amount of investment in time and strategy. In times when clients don’t give a second thought about switching IT service providers, white label help desk support can help in client retention.
Customer Retention: The Key Differentiator
According to a recent study, it costs approximately 5 to 25 times more to attract a new customer compared to retaining an existing one. This highlights the pressing need for IT businesses to focus more on customer retention.
Many organizations spend most of their resources on expanding their client base but almost nothing on preventing their current customers from even starting to consider their competitors. But with skilled white label help desk support, you can save your bottom line from getting damaged.
Valuable, Long-term Solutions to Client Retention
As a small IT business owner, you must maintain a high customer satisfaction rate to maximize the customer’s lifetime value. Since your IT firm’s help desk support is your client’s first point of contact, it should possess unmatched quality and characteristics that compel your clients to continue doing business with you.
White label help desk support firms are accomplished in delivering top-notch value to IT organizations, and here are the primary elements they focus on:
- Enhance your first-call resolution rate – One of the most significant KPIs in help desk support is the first-call resolution rate. When in trouble, your clients want a resolution on the first call itself. As per research by SQM, if you improve your first-call resolution rate by 1%, you can expect a 1% improvement in customer satisfaction.
One of the ways you can do that is by shifting left. By imbibing tools like self-service portals, automation, and knowledge bases, you can move your IT support closer to your clients, improving your CSAT score.
- Set reasonable expectations and upgrade your follow-up – If your clients don’t have a clear understanding of what to expect next in the issue resolution process, it will impact their experience. Ensure that your IT support team clearly conveys the further steps in the resolution process and the estimated time it will take for the resolution and follows up with the client regularly until the issue is resolved.
- Conducting CSAT surveys – The best way to find out what’s working and what’s not is by facing the music, i.e., asking your clients what they think about your IT support’s quality. Client feedback can help you gather invaluable insights into client experience, allowing you to optimize your help desk support further.
Improved Help Desk Support = More Profits + Better Brand Reputation
Your IT business’s help desk service can make or break your company. If you outsource your expanding IT support requirements to an accomplished white label help desk support firm, you can ensure a high-quality experience for your loyal customers, making certain they stay miles away from your competitors and keep singing praises of your IT support.
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.