Common Misconceptions About White Label Help Desks for MSPs

What if the biggest hindrance to your business growth is not lack of resources but a misunderstanding of the tools at your disposal? A great example of this is the way some businesses dismiss White Label Help Desk for MSP solutions based on unfounded misconceptions.

White label help desks offer a unique way for MSPs to  provide world-class outsourced support under their brand – yet it is often misunderstood. For starters, some MSPs assume they are too expensive or that they are only suitable for larger firms.

Nowadays, the Managed Service Provider (MSP) market is booming and has not shown any signs of slowing down. A 2023 MarketandMarket survey indicated that the market size is projected to reach USD 372.6 billion by 2028.

With the market growing, you need to take advantage of clever solutions like white label help desks to gain a competitive advantage. If myths are stopping you from tapping into a solution that can take your business to the next level, this article is for you!

Myth 1: White Label Help Desks Are Too Expensive for MSPs

The perception that white label help desks are expensive is a common misconception. While it’s wise to be particular about your business expenses, this misinformation overlooks the true cost of running an in-house help desk. When you examine the cost of maintaining an internal help desk, it becomes clear that a white label arrangement is the practical solution.

The Hidden Costs of Running an In-House Team

Some of the hidden costs of running an in-house help desk include:

• Technology Expenses: Investing in new hardware and software can be very costly. This can also include investing in remote access tools and ticketing systems. Often, they can set you back anywhere from a few hundred to several thousand dollars yearly.
• Training Costs: Onboarding and training new employees is another significant expense you should consider. A study conducted by Training Magazine revealed that companies spent an average of $1,207 per learner in 2022.
• Salaries and Benefits: The average annual salary of a computer support specialist in the United States is $55,417. When you factor in taxes and benefits, the costs can easily add up.

In contrast, white label help desks have a more straightforward pricing structure. While many offer flat monthly rates that cover everything, others charge based on the number of tickets. This makes budgeting easier. According to a Forbes council post, cost is the primary driver for companies that outsource. In the long run, those that outsource can save up to 70% of their operational expenses.

Myth 2: White Label Help Desks Can’t Deliver High-Quality Service

Another common misconception about white label help desks is they are unable to deliver the same level of exceptional service that in-house teams can. This myth stems from the belief that external teams might lack the knowledge, skills, or commitment to specific business requirements.

However, nothing can be farther from the truth. White label desks have highly skilled and trained professionals that provide dependable and efficient round-the-clock support. They are also experts at resolving a vast range of technical issues, thanks to their expertise of different IT systems.

The idea that outsourced help desks might provide subpar service or cut corners is also prevalent but there is no truth to this. Keep in mind that white label providers adhere to strict Service Level Agreements (SLAs). It ensures they operate within the expected standard or they risk losing the contract.

Also, since today’s white label solutions are completely customizable, you are assured that all end user interactions reflect your tone, branding, and culture. This means clients will never know or feel like they are dealing with a third party provider.

Myth 3: MSPs Lose Control with White Label Solutions

Here’s another pervasive myth about white label help desks: MSPs will lose complete control over their operations if they delegate this function. Some also fear that outsourcing will result in diminished service quality, loss of transparency, and the inability to customize the solutions.

The good thing is these fears are baseless and don’t reflect how white label help desk solutions work today. The truth is, you can maintain complete control while enjoying all the scalability, expertise, and other benefits that white label help desks offer. Let’s take a closer look below at some of the ways white label help desks allow you to maintain full control over your operations.

Integration with Existing Systems

One of the ways you retain control is by integrating your systems and tools with that of your partner. This integration warrants that you can monitor agent performance, track tickets in real time, and oversee customer interactions. Since the external team functions as an extension of your team, there is less disruption to the operational flow.

Real Time Analytics and Reporting

White label help desk providers have real-time analytics, reporting tools, and dashboards that are accessible anytime. These reports include key metrics like customer satisfaction scores (CSATs), first-call resolution rates, and average response times. This level of transparency allows you to closely monitor the day-to-day performance of the team. It also helps you spot any issues quickly before they can affect the client experience.

Strategic Decision-Making

Even if you work with a help desk partner, you still have control over important decisions like customer care strategies, troubleshooting workflows, and issue escalation paths. You also get to decide the issues you want to be escalated to your in-house team. This allows you to oversee the service delivery strategy while benefiting from the white label provider’s external resources.

Control Over Branding

One key characteristic of white label help desk is that the partner operates under your MSP brand. This also means your chosen partner follows your communication style so your clients get consistent experiences that align with your brand. This setup allows you to maintain your reputation as your white label provider acts as an invisible extension of your in-house team.

Myth 4: White Label Help Desks Are Only for Large MSPs

The misconception that white label help desks are only for big and established companies has been pervasive. It has also hindered many small MSPs from enjoying the exciting benefits these types of services offer. Let’s debunk this baseless myth once and for all and demonstrate how white label help desks can also be beneficial for small MSPs.

Scalability and Accessibility

White label help desks are scalable solutions. In other words, they can cater to the needs of all MSPs regardless of size. If you are a small player, this clever solution gives you access to expertise and support that’s difficult (and costly) to maintain in-house. This includes a team of experts, 24/7 support, and advanced ticketing systems.

Cost-Effectiveness

This is one of the most enticing benefits of a white label help desk solution. If you have a tight budget, maintaining an in-house support team can be difficult. White label solutions can give small MSPs access to top-notch support without the overhead costs.

Technology and Expertise

White label help desk providers have a team of experts and access to the latest technology. For smaller MSPs, this means access to expert knowledge and sophisticated tools, without investing a single cent in software or training.

How to Differentiate Myths from Facts When Considering White Label Help Desks

When exploring your white label help desk options, it’s easy to get caught up in all the misconceptions. To ensure you make the best decision, it’s important that you distinguish fact from fiction. Here’s an easy guide to help you discover the truths behind the common myths:

Conduct Thorough Research

Your first line of defense against common misconceptions is in-depth research. For instance, don’t assume that most white label help desks provide questionable service quality. Check out testimonials, reviews, and case studies before choosing a provider. It would also be ideal to find out the benefits white label help desks provide. You can start by researching how other MSPs have benefited from similar services. 

Know Their Track Record

Another key area you should look into is the track record. Have they successfully supported MSPs with the same needs and size as yours? Find out how they handled common MSP pain points like technical issues, client satisfaction, and ticket response times. Your research will give you an insight into the type of support you can look forward to getting.

Test Their Service First Before Committing

Offering short-term agreements is a common practice in the industry. These trial periods minimize your risk while helping you gauge if any of your prospects are a good fit. Make sure to assess important areas like how well their team integrates with your operations or if they meet your standards.

Ensure They Communicate Transparently

Transparency is crucial when working with an external partner. The ideal partner should provide detailed reports on the important metrics you are tracking. Also, opt for those that would agree to weekly performance reviews especially during the first few weeks. If the reports are comprehensive and the provider is open to feedback, it’s a great indicator that they are particular about the service they provide. 

Understand Their Customization Options

You can also separate fact from fiction by looking into the customization a white label help desk provider offers. Another prevalent myth about white label solutions is they are one-size-fits-all. However, most offer a high degree of customization. 

You also have the option to customize the SLAs, processes, and tools used to ensure all align with your business model. This level of flexibility warrants that the chosen provider works as your extension and maintains your operational and brand standards.

Embracing the Truth About White Label Help Desks

In the MSP world, myths can be the biggest obstacle that stands between your business and its full potential. By debunking the misconceptions that surround white label help desks, you get access to solutions that can streamline support, enhance your operations, and accelerate your business growth.

If you are ready to break free from the misconceptions that have held you back, we are here to guide you. At STAFFVIRTUAL, our experts will work seamlessly as an extension of your brand and deliver exceptional support you can’t find anywhere else.

Whether looking to improve service quality or streamline costs, we provide the skills, flexibility, and tools you need to get ahead. Schedule a call with us today and discover how our scalable, reliable, and cost-effective white label help desk solutions can get you a step ahead of the pack!

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Sources:

2022 Training Industry Report | Training Magazine

Computer Support Specialist Salary | ZipRecruiter

Five Indicators That You Need to Outsource | Forbes

What Is a Service-Level Agreement (SLA)? And How to Write One | Coursera

Why Your MSP Needs a White Label Help Desk Now | STAFFVIRTUAL

Managed Services Market by Service Type | MarketsandMarkets