August 16, 2024
What is The Difference Between a Service Desk and a White Label Help Desk for MSP?
Patricia Arcilla
Patricia is a content writer for STAFFVIRTUAL. She’s been interested in writing since she realized...
If you’re running a managed service provider (MSP), you must understand what sets apart a service desk from a white label help desk can be a big deal. These might be similar, but they have their own unique assets that can make a real business impact. These services are so in demand that Future Market Insights predicts the help desk software market will value around US $26.8 billion by the end of 2032.
Imagine having the power to expand your service offerings without the overhead of hiring extra workers. Or picture your brand doing seamless handling of client issues around the clock. Think about providing expert support under your name. This is where innovative outsourcing or offshoring solutions come into play.
Using a White Label Help Desk for your MSP can simplify your operations and make your clients happier. With these advantages, your company stands out in a crowded market.
Let’s dive into what sets a service desk apart from a white label help desk. We’ll also explore how the latter can help you elevate your MSP operations.
Service Desk vs. While Label Help Desk: What’s the Difference?
Deciding between a service and a white label help desk can make a big difference in client service. As an MSP, you’re often faced with this choice while aiming to provide top-tier support. Knowing the differences between these two options is key to picking the right one for your business.
What is a Service Desk?
A service desk is the backbone of your internal IT support. Imagine it as the central hub where your team handles everything IT-related.
Got a printer that won’t print? The service desk is on it. Need help installing new software? They’ve got you covered. Essentially, it is there to keep your tech running smoothly within your own organization.
They deal with everything from routine maintenance to troubleshooting major tech issues. Having a service desk means you have direct control over the IT support process. This includes staffing, management, and workflows. This can be great for maintaining a tight grip on your IT environment. But, it can also be resource-intensive and expensive.
What is a White Label Help Desk?
A private label or white label help desk is like having a support team without the hassle of managing it. You outsource support to a third-party provider, but here’s the cool part — they operate under your brand. Your clients won’t even know the service isn’t coming directly from your company.
This setup allows you to offer top-notch IT assistance without needing to expand your internal team. The private label provider handles everything, from staffing to technology.
Offshoring a help desk also grants your clients seamless and branded support. This is a great way to expand your service offerings and improve client satisfaction. You get to update your processes without the costs of managing an in-house team.
Why Your MSP Needs a White Label Help Desk
As a managed service provider, you know that great support is key to keeping your clients happy. A white label help desk can help you do just that. Here’s how:
- Broader Service Offerings. By teaming up with an external help desk, you can offer a wide array of IT services without the hassle of hiring and training new staff. This lets you quickly broaden what you can offer to meet all your clients’ different needs.
- Save on Costs. Building and keeping an in-house service team can be really expensive. When you outsource your IT support, you cut down on costs like salaries, benefits, and day-to-day expenses. You’d still get excellent assistance without breaking the bank.
- Focus More on Key Activities. Clutch reported that companies outsource IT services the most (27%). With daily IT support tasks off your plate, your team can focus on strategic projects and core business activities. This shift in focus can lead to more innovation and growth for your company.
- 24/7 Assistance. Your clients expect round-the-clock support, but keeping a 24/7 team in-house is tough. Offshore assistance could provide continuous service so your clients get help whenever they need it.
- Take Advantage of Expertise. Expect that white label help desks consist of experienced IT professionals. Your clients would get top-tier support without you having to invest in extensive training.
6 Benefits of Having a White Label Help Desk
If you’re not yet convinced why your MSP should have a private label help desk, look no further. Here are some things that might compel you to consider forming one:
1. Better Client Satisfaction
When your clients receive consistent, high-quality support, their satisfaction levels skyrocket. HubSpot data emphasizes the importance of client satisfaction with 75% of customer service leaders agreeing it’s the most important KPI.
A white label help desk sees to it that your clients get the help they need quickly and efficiently. It’ll let your MSP have higher satisfaction rates, and your clients would never have to wait too long for assistance. You won’t have to let them deal with unresolved issues — this builds trust and loyalty, making them more likely to stick around.
2. Cost Efficiency
Offshoring your IT support can save you a lot of money. Think about the costs of recruiting, training, and maintaining an internal team. These can be significant, especially if you want to provide 24/7 services.
With an outsourced support desk, you get all the benefits of a full-service team without it being too heavy on your budget. Outsourcing companies normally handle all the finding, hiring, and managing of professionals for you. This makes it a ‘bang for your buck’ solution for expanding your service offerings.
3. More Flexibility
An offshore help desk offers the flexibility to adjust your support services based on client demand. You might need more staff during peak periods but less during quieter times.
A private label provider can scale their services to match your needs. They let your MSP always have the right level of assistance without the hassle of managing staff levels yourself.
4. Branding Consistency
Your clients will never know that the support they receive is outsourced. A white label partner operates under your brand, providing a seamless experience for your clients. This consistency in branding helps build trust and reinforces your company’s reputation as a reliable MSP.
5. Advanced Technology
Keeping up with the latest technology can be challenging and could hurt your budget. White label help desk providers invest in the latest tools and technology to deliver top-notch aid. This means your clients leverage cutting-edge solutions and services without constant tech updates.
6. Improved Focus on Core Business
By outsourcing your IT support, your internal resources go to strategic growth tasks. It allows your team to prioritize things that let your company grow. Whether that’s developing new services, enhancing client relationships, or exploring new business opportunities.
Features to Look for in a White Label Help Desk
When choosing a white label provider, it’s important to consider specific features that offer high-quality service for your clients:
24/7 Availability
Issues can come up at any time, meaning your clients need help at all hours. Naturally, a good private label help desk provider offers round-the-clock assistance. When you offer this, your clients can get help whenever they need it.
Multichannel Support
According to Think with Google research, 90% of device users switch between screens or gadgets to complete tasks. So, it’s safe to assume that people have different preferences for how they like to receive support as well.
Look for an outsourcing company that offers help through various channels like phone, email, chat, and social media. This makes it easy for your clients to get help in the way that suits them best.
Skilled Technicians
The quality of support your clients receive depends on the expertise of the technicians. Make sure the offshoring company you go with has a team of experienced and certified pros who can handle a wide range of IT issues.
Customizable Solutions
Every business is unique, and your support needs might be different from others. Choose a white label service provider that offers customizable packages. Ensure that the support meets the specific needs of your business and clients.
Robust Reporting
Detailed reports help you track performance and identify areas for improvement. Your possible outsourcing partner should have comprehensive reporting tools so you can keep an eye on how well they’re delivering their services.
Security Compliance
Security is crucial when dealing with IT assistance. A good provider should adhere to industry-standard security protocols and compliance requirements. You won’t have to worry about how to go about protecting your client’s data.
Integration Capabilities
Your private label help desk should integrate with your existing systems and tools for smooth operation. This ensures there are no disruptions and there’s an effective flow in your processes.
SLA Adherence
Service Level Agreements (SLAs) are crucial for setting expectations and guaranteeing quality service. Make sure your potential outsourcer adheres to work agreements. They must follow SLAs that match your service standards and client expectations.
Training and Development
Technology and best practices evolve in a quick pace. Staying updated with the latest trends and technologies is part of the package. This will assure you that they’ll always deliver the best possible assistance in the name of your MSP.
Client Feedback Mechanism
We all know that constructive feedback is essential for improvement. Choose a provider that values it and uses it to make their services better. This shows their commitment to providing superb support and continuous improvement.
Form a White Label Help Desk Team with STAFFVIRTUAL
Understanding the differences between a service and a white label help desk is crucial for MSPs looking to level up their support services. By leveraging an offshore team, you can provide superior assistance that won’t let you worry about the behind-the-scenes stuff.
STAFFVIRTUAL has a deep understanding of both technology and customer service. We offer services that can be specifically tuned to the needs of your MSP. When you partner with us, expect a seamless integration into your service portfolio.
If you want to learn more about STAFFVIRTUAL’s white label help desk services, contact us and book a call!
Sources:
IT Help Desk vs. Service Desk Differences Explained | N-able
Service desk vs. help desk: what’s the difference? | ConnectWise
What’s the difference between a help desk and a service desk? | Zendesk
Help Desk Software Market Outlook (2022-2032) | Future Market Insights
Benefits of Outsourcing for Small Businesses | Clutch