In today’s fast-paced business world, providing top-notch customer service is absolutely crucial for success. However I’ve found that running an efficient in-house help desk can be quite a drain on resources and pretty challenging. That’s where help desk outsourcing companies really come in handy – they can be a game-changer when it comes to delivering outstanding customer service.
Now, before we dive into uncovering the 19 best help desk outsourcing companies out there, let’s take a step back and talk about why this approach is so valuable. Trust me, there are some solid reasons for considering it. We’re talking about cost efficiency, the ability to scale up when needed, and some important things to keep in mind when choosing the right partner.
But that’s not all – we’ll also delve into your specific customer service requirements. That means everything from the different communication channels you use to the complexity of the issues you’re dealing with. Armed with all this knowledge, we’re all set to go on a journey together to discover those top-tier partners who can seriously level up your customer service game. So, let’s get started!
Advantages of help desk outsourcing
Help desk outsourcing can really bring a ton of benefits to the table, especially if you’re looking to step up your customer service game. Let me break down some of the key benefits of outsourcing customer service:
Outsourcing customer service eliminates the need for hefty investments in hiring, training, and maintaining an in-house support team, resulting in significant cost savings.
Outsourcing ensures round-the-clock 24/7 customer service, enhancing customer satisfaction and loyalty by providing assistance whenever it’s needed, regardless of the time or location.
Easily scale support services up or down to match fluctuations in demand during peak seasons without the hassle of hiring and training temporary staff, maintaining service quality.
Focus on core competencies
Outsourcing frees up internal resources, allowing your business to concentrate on core competencies, innovate, and strategically grow while customer support tasks are handled externally.
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There are varied reasons why good customer service is important for your business and selecting the right outsourcing partner to provide exceptional customer service is crucial for your success in engagement.
Partnering with an outsourcing company experienced in your industry provides a strategic advantage, as they understand your customer’s needs and sector-specific challenges.
Technology and tools
A modern customer support operation relies on advanced tools like CRM systems, ticketing software, and communication platforms. Compatibility with your existing tech infrastructure ensures seamless integration.
Choose an outsourcing partner whose values, communication style, and tone align with your business culture. This maintains a consistent brand image and customer experience.
Security and compliance
Your outsourcing partner must adhere to security and compliance standards to safeguard customer data in line with industry regulations. Data security is paramount.
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Customer service preferences
Customers have various contact preferences, such as email, chat, or phone. Tailoring outsourcing to match these preferences enhances customer satisfaction.
Assess the complexity of customer issues. Are they simple queries or technical problems? Choosing the right outsourcing partner with the relevant skills is crucial.
Response time expectations
Set clear expectations for response times based on historical data. Timely responses build and maintain customer trust. It’s not just about speed but also accuracy and issue resolution quality.
Now, here’s the thing: tailoring your customer service outsourcing to match these preferences can do wonders for customer satisfaction.
Types of help desk outsourcing services
When it comes to help desk outsourcing, there’s a whole variety of services to choose from, each designed to meet your specific business needs. That means your customers get the help they need faster by outsourcing which can benefit the business. Let me break down a few of these for you.
Tiered support model
Categorizes issues by complexity, directing them to the right expertise level for quicker resolutions and improved customer satisfaction.
Ideal for businesses with international customer bases, offering assistance in multiple languages to enhance accessibility and satisfaction.
Technical support outsourcing
Specialized in troubleshooting complex technical issues, resulting in shorter resolution times and increased customer satisfaction.
E-commerce support outsourcing
Tailored for e-commerce businesses to handle customer inquiries related to online shopping, order tracking, and product information to ensure a seamless shopping experience and boost customer retention and loyalty.
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19 Best help desk outsourcing companies to elevate your customer service and support
Now that we have a clear idea about help desk outsourcing, its advantages, its types, and the key factors to consider when choosing your outsourcing partner, let us look at the best help desk outsourcing companies to elevate your customer service and support.
In today’s world where keeping customers happy is super important, we stand out by bringing together really talented teams and the latest technology. This makes us the best choice when you need help with tricky customer experience problems. What’s really cool about how we do things is our “pay-as-you-go” pricing. This means you only pay for the stuff you actually use, instead of being stuck with big upfront fees. It’s a smart and cost-effective way to get the help you need.
Why choose AM2PM support for customer service outsourcing?
Unique Blend of Strengths
- We have the right mix of experience, cutting-edge technology, and smart pricing.
- We’re known for being reliable, getting great results, and offering customized service options.
Flexible Pay-as-You-Go Model
- We’re all about flexibility, so our “pay-as-you-go” model lets you scale your services as you need them.
- You can pay by the hour based on how much you actually use.
Trusted by Big Names
- Well-known companies like EezyLife Systems, University Living, SubMastery, and Unique Cooling work with us. We’ve made a real impact on their businesses.
- We helped Unique Aircon boost customer service with a 65% connection rate, leading to a 15% increase in upselling and revenue.
- We pay close attention to data and customer feedback to keep improving.
In short, we’ve got the experience, flexible pricing, big-name trust, and proven results to help your business shine.
Diverse customer service channels provided by AM2PM Support
Live Chat Support
- Live chat is gaining popularity as a digital customer service channel.
- It provides instant assistance, allowing customers to interact in real-time without phone calls or waiting for emails.
- Live chat can be seamlessly integrated into websites, mobile apps, and social media platforms.
- Chatbots automate tasks, improving response times and reducing costs.
- Utilizing live chat outsourcing services can boost sales and enhance customer satisfaction.
- AM2PM Support provides both inbound and outbound customer care services 24/7 via phone calls.
- A team of well-trained call center agents ensures round-the-clock customer assistance.
- Efficient ticket management outsourcing can boost customer engagement.
- It streamlines issue resolution, ensuring customer satisfaction.
If you’re in the process of choosing a helpdesk service provider, it’s always a good idea to review their past work, assess their ability to provide personalized customer service, and read through client reviews. This way, you can make an informed decision that aligns perfectly with your customer service goals.
ScienceSoft has 15 years old experience in IT help desk services. They provide a wide range of support solutions.
Notable features of ScienceSoft’s help desk services:
- Scalable teams: Access experienced L1, L2, and L3 support engineers for flexible support.
- 24/7 availability: Get assistance around the clock to meet your operational needs.
- Customizable SLAs: Adjust service levels to match your specific requirements with a 3-month trial.
- Transparent reporting: Receive regular service level reports and incident analyses for full transparency.
- Efficient issue resolution: Benefit from self-service knowledge bases and FAQs, reducing help requests by up to 5x.
- Certified quality and security: Backed by ISO 9001 and ISO 27001 certificates, ensuring service quality and data security.
- Rates starting at $5.50 per incident.
- Tailored to your needs, considering factors like time coverage and help desk levels.
Since 2011, DICEUS has been a top player in help desk outsourcing. They focus on technical L2 and L3 customer support and tech maintenance, drawing from a decade of experience.
Notable features of DICEUS’s help desk outsourcing:
- Expert consulting: Beyond troubleshooting, our L2 and L3 support engineers provide holistic solutions to complex challenges.
- Service variety: DICEUS offers diverse service options to meet various business needs and support levels.
- Transparent reporting: Stay informed with regular reports on troubleshooting progress, bug fixes, new functionality releases, and more.
- Mature SDLC processes: Our robust software development life cycle processes ensure structured, efficient, and best-practice-aligned support.
- Comprehensive discovery phase: For complex projects, our recommended Discovery Phase enhances understanding and tailors support strategies to project intricacies.
Salesforce is the gold standard in help-desk outsourcing. They’ve been leading the way for a while now, and they keep getting better.
Notable features of Salesforce’s help-desk outsourcing services
- AI-Powered chatbots: Personalized customer interactions and enhanced support efficiency with advanced AI chatbots.
- Automated workflows: Minimized manual tasks and maximized operational efficiency through automated workflows.
- End-to-end call center management: Comprehensive management of call center operations for diverse customer interactions.
- Omnichannel communication: Empower your support team with omnichannel capabilities for seamless customer engagement across various channels.
- App integration: Seamless integration with applications like Slack for unified communications and streamlined processes.
- Essentials plan: $25/user/month
- Professional plan: $75/user/month
- Enterprise plan: $150/user/month
- Unlimited plan: $300/user/month
XACT is a big name in the game, with 35 years of experience and they’re all about delivering top-notch customer support services and contact center solutions.
Notable features of XACT’s customer support services:
- Custom-designed solutions: Tailored solutions crafted to match your unique business needs, knowledge base, and call trends.
- Expertise and training: Highly trained and professional call center agents with expertise in handling diverse customer interactions.
- Sophisticated knowledge base: Support enriched by a sophisticated knowledge base for effective issue resolution.
- Application and browser support: Assistance provided for commonly used applications and internet web support browsers.
- 24/7 availability: Round-the-clock availability ensures support is ready to cater to customer needs at any time.
Custom pricing: XACT provides personalized pricing quotes tailored to your specific requirements.
Prices start at $26.95 per agent per hour for the monthly billing cycle with 2 to 10 dedicated agents. For per-minute billing, the service starts at 89 cents per minute.
Innowise Group is your go-to choice for top-notch help desk outsourcing services. They help businesses handle their IT support needs like a pro with their skilled IT team.
Notable features of Innowise group’s help desk outsourcing services:
- Customized solutions: Tailored help desk outsourcing services designed to meet the unique IT support needs of each client.
- Collaborative approach: Close collaboration with clients to thoroughly understand their requirements and deliver bespoke solutions.
- Round-the-clock availability: 24/7 support ensures timely and reliable assistance whenever it’s needed.
- Broad IT expertise: Skilled IT professionals capable of addressing a wide range of issues, from basic system fixes to complex network challenges.
Dataprise is a real game-changer in the IT Help Desk Outsourcing world. They have a full or part-time support desk, an application or customer service desk, and even a super comprehensive technical service resource center.
Notable features of Dataprise’s IT help desk outsourcing:
- Robust certifications: More than 850 active certifications demonstrating expertise and excellence.
- 24/7 immediate assistance: Live services, including 24/7 Support and 365 IT Help Desk Support, for instant help from certified technical experts.
- Tailored private labeled solutions: Customized private labeled help desk services aligning with your specific business requirements.
Starting Price: $6.75 per incident per month.
Custom Pricing: Dataprise offers the flexibility to calculate pricing based on specific requirements, encompassing help desk type, support level, and monthly incident volume.
CGS Inc. is all about leading the charge when it comes to flexible Help Desk solutions and is strategically positioned to provides exceptional support services wherever and whenever they are needed.
Notable features of CGS Inc.’s help desk solutions
- Certified excellence: Demonstrated commitment to industry standards with certifications like ISO 9001:2017, ServiceNow Certified System Administrator, COPC certified, and PCI compliant.
- Custom systems and tools: Personalized solutions with the flexibility to choose and optimize systems and tools tailored to your specific business needs.
- Global language reach: Serving 80% of the world’s languages, CGS Inc. offers global-scale support.
- Expert staff: 70% of CGS Inc.’s support staff hold advanced certifications, ensuring expertise in various fields.
If you’re interested in pricing details that match your specific needs, CGS Inc. can provide personalized quotes that accurately represent the unique support requirements you have.
CMS IT Services
CMS has been around the block and knows its stuff when it comes to Help Desk solutions.
Notable features of CMS’s help desk solutions
- Vast experience: Over 40 years of experience in communication solutions, establishing CMS as a seasoned industry leader.
- Live operator answering: Prioritizing human interaction, CMS provides live operator answering for authentic and immediate support.
- Multi-channel integration: Advanced integration capabilities enable support requests through various channels, including email, SMS, fax, phone calls, and direct ticket system submissions.
If you’re looking for pricing details tailored to your specific needs, CMS is here to provide personalized quotes that accurately match the scope of the services you’re looking for.
Buchanan is really shaking things up in the IT Service Desk solutions game. They’ve got a whole bunch of options that can fit all sorts of operational needs. I’m talking about stuff like IT Service Desk 24/7 365, IT Service Desk Weekends, and IT Service Desk After Hours.
Notable features of Buchanan’s IT service desk solutions:
- Agnostic platform support: Buchanan provides platform-agnostic support, ensuring compatibility with your IT infrastructure.
- Bilingual agents: Offering bilingual agents for effective communication and customer engagement, acknowledging client diversity.
- ITIL-based ticketing system: Maintaining a high-quality service standard with a sophisticated ticketing system based on ITIL principles.
If you’re looking for pricing details that align with your specific requirements, Buchanan is ready to provide personalized quotes that accurately represent the scope of services you need.
Global Help Desk Services
Global Help Desk Services is like your trusty support companion, and they’re all about being there for you 24/7. They mainly focus on big companies and have a ton of services that cover everything you need.
Notable features of global help desk services:
- 24/7 live agents: Always-available live agents for seamless support across time zones.
- Diverse service spectrum: Comprehensive IT support services, covering application support to network assistance.
- Customer satisfaction surveys: Conduct surveys to improve services and customer feedback.
- Remote control assistance: Enhanced support with remote control capabilities for efficient issue resolution.
- Foreign language support: Effective global communication with foreign language support.
The cost of Global Help Desk Services is determined based on several factors, including the monthly incident volume, the hours of coverage you require, and the specific type of service you need.
Giva got this amazing Cloud-based Help Desk software that’s designed to tackle common problems like sorting out which tickets to handle first, making sure tickets are created correctly, and speeding up the time it takes to resolve issues.
Notable features of Giva’s cloud-based help desk:
- Real-time monitoring: Continuous monitoring of activities for up-to-date information.
- Insightful dashboards: Colorful charts and metrics on dashboards are available to provide insights for informed decisions.
- Automated rules and workflows: Enhance agent productivity and streamline processes with automated rules and workflows.
- Free Trial: Giva offers a 30-day free trial period for exploration
- Team plan: $29 per agent per month
- Best value plan: $39 per agent per month
- Professional plan: $69 per agent per month
31West is like your trusty IT support partner, and they’re all about being there when you need them.Whether it’s regular business hours, extended hours, after-hours, or even round-the-clock 24/7 coverage, they’ve got you covered.
Notable features of 31West outsourcing services
- Three decades of experience: 31West boasts 31 years of seasoned expertise.
- Flexible plans and customization: Adapts to your business needs with a range of support plans for a perfect fit.
- Free quality audits and reporting: Enhances transparency and accountability with included quality audits and reporting.
- Starting price: $4.99 per hour
- Billing system: Monthly billing with no long-term contracts
- Flexible plans: 31West offers flexible pricing plans that adapt to your requirements.
Auxis is your go-to when it comes to IT support. With a wide range of services and strong Service Level Agreements (SLAs), Auxis is well-prepared to enhance and optimize your support experience.
Notable features of Auxis’ IT support services
- Robust SLAs: Impressive SLAs, including average speed answer (<30 seconds), low call abandonment rate (5%), and high resolution target (95%).
- Onsite IT support: Comprehensive onsite support for desktops, mobile devices, and printers.
- Multilingual support: Primarily English and Spanish, with multilingual capabilities for a broader audience.
- Self-service management portals: End-users can create tickets and monitor status independently through self-service portals.
- Cloud-based it service management tool: Enhances efficiency and accessibility with a cloud-based IT service management tool.
For personalized pricing details reflecting the scope of your requirements, you can request a quote from Auxis.
Conduent knows how to make user engagement top-notch. Conduent is your go-to when you want to step up your engagement game and make business interactions run like a well-oiled machine.
Notable features of conduent’s services
- Industry expertise: In-depth knowledge across 20 industry markets for tailored solutions.
- Tech stack integration: Seamless integration into existing tech stacks for alignment.
- Scalable solutions: Scalability to meet peak and periodic demands for operational efficiency
- Multilingual support: Support in over 20 languages for enhanced accessibility.
- High interaction volume: Handling 2.5 million daily interactions showcases capacity.
- Multiple interaction centers: Over 50 interaction centers for effective support network.
For personalized pricing that aligns with your specific requirements, you can request a quote from Conduent.
TTEC is a trusted name when it comes to contact centre outsourcing. Their focus on technology-driven customer experiences is highly valved in the industry
Noteworthy aspects of TTEC’s services:
- Diverse outsourcing approaches: TTEC offers onshore, nearshore, offshore, virtual, and automated outsourcing options for flexibility.
- Focus on exceptional experiences: Dedicated to delivering innovative and exceptional customer experiences to define brand identities.
- Cx technology and operational Cx orchestration: Empowers businesses with cutting-edge Cx technology and operational Cx orchestration to address complex customer experience challenges.
- Industry specialization: Specializes in customer experience solutions for technology and healthcare sectors, providing tailored support.
- Digital engagement and beyond: Offers solutions including digital customer engagement, customer acquisition, content moderation, fraud prevention, and data annotation.
Digital Minds BPO
Digital Minds BPO with over a decade of experience in this industry, is the choice of many companies looking to enhance customer engagement, improve efficiency, and raise the bar for their customer service standards
Notable features of Digital Minds BPO
- Reliable and affordable solutions: Digital Minds BPO provides dependable and budget-friendly outsourcing solutions.
- Comprehensive service range: Offers a broad spectrum of Business Process Outsourcing (BPO) services covering various non-core tasks.
- Access to skilled workforce: Leverage the expertise of skilled Filipino workers for quality support.
- Top-quality call center teams: Count on Digital Minds BPO for exceptional customer support services to boost customer engagement.
Concentrix is a real game-changer in the IT Help Desk Outsourcing world. They help businesses handle their IT support needs like a pro with their skilled IT team.
Notable features of Concentrix
- Industry expertise: It serves industries such as media, communications, tourism and healthcare by employing automation and optimization technologies.
- BPO services: Offers customizable Business Process Outsourcing (BPO) services to align with specific client needs.
- Diverse service portfolio: Offers a versatile and tailored range of services to enhance customer experiences and drive business performance.
Teleperformance has been delivering exceptional omnichannel experiences to clients all over the world. They mainly focus on big companies and have a ton of services that cover everything you need.
Notable features of Teleperformance
- Global reach: Teleperformance is a global service provider present in over 80 countries to meet diverse client needs.
- Multilingual support: Offers multilingual support for seamless communication with customers worldwide.
- Advanced technology: Utilizes cutting-edge technology and highly-trained staff to ensure efficient and effective service delivery.
Elevate your customer support: choose your perfect partner today!
Each of the 19 companies available has its own unique strengths and specialties By teaming up with AM2PM Support, a top-notch help desk outsourcing company, you can make a real difference in your customer service and support.
The road to excellent customer support starts with a smart decision from you. When you partner with the right help desk outsourcing company, you’re not only just getting support but you’re also building strong customer relationships, making your operations run smoother, and growing your business faster.
So, don’t wait. Get in touch with the AM2PM Support help desk outsourcing company that fits your needs best. The future of outstanding customer experiences is right there for the taking – go for it!