IT Help Desk Outsourcing

Scale your team faster by outsourcing your help desk team.

Support outsourcing
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Contact us at hi@supportyourapp.com

Features

  • Handling both long- and short term projects
  • Hand-picking an experienced team for your project
  • Offering flexible service packages
  • Tracking regular KPI statistics
  • Providing detailed QA reports regularly
  • Ensuring a first-month-free policy (for team setup)
  • Providing the teams with pre-launch training
  • Conducting customer satisfaction surveys

140+ companies worldwide have already chosen SupportYourApp

Find Out Why
Customer Support Outsourcing for SignEasy
Customer Support Outsourcing for Niel Patel
Customer Support Outsourcing for Lifx
Customer Support Outsourcing for Here
Customer Support Outsourcing for Calm
Customer Support Outsourcing for SignEasy
Customer Support Outsourcing for Niel Patel
Customer Support Outsourcing for Lifx
Customer Support Outsourcing for Here
Customer Support Outsourcing for Calm
Customer Support Outsourcing for SignEasy
Customer Support Outsourcing for Niel Patel
Customer Support Outsourcing for Lifx
Customer Support Outsourcing for Here
Customer Support Outsourcing for Calm
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A

Why Choose SupportYourApp

Price may vary. Describe your needs, and we will calculate the pricing just for you.

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How much it costs? How it Works

Check integration roadmap and start scaling faster.
 1st month of integration is free! 

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  • Now
    You are here
    Choose a package to start with
  • in 24 hours We will contact you and help you personalize your ideal plan
  • in 1 week Sign up for our service and confirm all the details
  • in 10 days Integration: FAQ, template development, system integration, etc.
  • in 1 month LAUNCH: 1st month prepayment and we go LIVE
  • after 2 months 1st month revision, prepayment for 2nd month. Your customers are happy and so are you!

From any Channel...

Your customers will be heard through any channel you choose...

  • Email
  • in-app
  • Chat
  • VoiP
  • Facebook
  • WhatsApp
  • Viber
  • iMessage
  • ...any channel

...to any Integration

...and we can integrate with all major CRM systems or add a new integration just for you.

  • Gsuite
  • Zendesk
  • Help Scout
  • Fast Spring
  • Live Agent
  • Intercom
  • Freshdesk
  • Kayako
  • Uservoice

Secure otusourcing services Ultimate Security

The level of attention to security is completely unheard of for the support industry. For example, we have obtained PCI DSS Level 1 Service Provider certification for our facilities. It ensures data safety for you and your customers.

Services Catalog

Pick up the best service for your needs:

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Custom Software

For the past 10 years we have built our own tools for handling customer support flow. And we are sharing it with you:

QCRM - qustomer support ticket management system

QCRM™

Ticket management system that helps us manage huge teams and help them manage a huge workflow of emails.

Quidget – online chat widget for web

Quidget™

Live chat tool which may be incorporated directly onto the web page that delivers faster performance and helps our team interact with the customers.

Quidget – online chat widget for web

Qouston

Though it blends into other interfaces and is almost imperceptible, it still is a powerful and sophisticated instrument that supercharges every interaction with the power of AI.

QCRM – customer management system

Clients Reviews

What will the cost of service be for you? Request a call, and we will get back to you within minutes.

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"With all the agents working on the team, we were able to drastically improve all of our key performance indicators. Our average first response time was dropped under 1.5 hours, our average resolution time dropped under 12 hours, and our customer satisfaction scores were higher than ever.".
Monica Perez from Sign Easy

Monica Perez Head of CS,
Sign Easy,
signeasy.com,
US.

Sign Easy logo
"Within 3 months, over 80% of sales and support requests were able to be addressed directly by SupportYourApp. By creating the tools and processes we are now able to add additional resources when the need arises. They are truly committed to supporting the customer at all levels.".
Todd Penny from GoCodes

Todd Penny Founder,
GoCodes,
gocodes.com,
US.

GoCodes logo
"The highlight of SupportYourApp's CRM is the ability to review all the phone calls that come through, handy filter or quickly show open issues, or issues needing developer attention. At this point, it seems the most appropriate for our e-mail and phone support outsourcing.".
Chris Devor from Macroplant, Inc.

Chris Devor CEO and founder,
Macroplant, Inc.,
macroplant.com,
US.

Macroplant, Inc. logo
"We wanted to improve our standard of customer support. We had one full time person working in Germany. He did a great job, but he was off at night, on weekends... We also were not able to answer the phone. The outsourcing services of SupportYourApp did improve on that.".
Oliver Breidenbach from Boinx Software Ltd.

Oliver Breidenbach CEO and founder,
Boinx Software Ltd.,
boinx.com,
Germany.

Boinx Software Ltd. logo
"SupportYourApp's work has resulted in a dramatic increase in great feedback from our customers. We hear all the time from customers on Shopper Approved, telling us they've never seen a company with such a fast response time.".
Josh Brown from Softorino Inc.

Josh Brown CMO,
Softorino Inc.,
softorino.com,
US.

Softorino Inc. logo
"SupportYourApp was a godsend to us. The ability to have people respond to our customers no matter where they are in the world on 24/7 basis is really astonishing. I was working in other companies where the support level did not come even close.".
Kevin La Rue from Skylum, Inc.

Kevin La Rue Vice President,
Skylum, Inc.,
Skylum.com,
US.

Skylum, Inc. logo
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Why outsource IT help desk with SupportYourApp?

Help desk outsourcing companies are gaining more and more popularity. And there are several good reasons behind it: 

  1. The possibility to cut costs — after all, outsourced solutions cost less than an in-house team.
  2. The quality of service — outsourced help desk companies like SupportYourApp have their own KPIs and QA tools that will help any organization grow and scale. 
  3. The possibility to deal with real pros — SupportYourApp has been providing help desk outsourcing services to more than 100 businesses around the world. We have been expanding our team with only the best candidates and can surely say that we have all the tools at our disposal to make sure that we provide you with only the best tools and services. 

Why SupportYourApp? When it comes to help desk outsourcing we see ourselves as an extension of your team. We seamlessly integrate our consultants into your every-day processes to ensure that your customers get only the best and most needed support as well as see their tickets resolved in a timely and efficient manner. We also provide any other help that you, your business and your customers might need along the way. SupportYourApp is so much more than just a provider of support for your help desk. Providers like SupportYourApp will get you everything you need for a successful run of operation.

Outsource IT help desk with SupportYourApp right now to see results instantly. 

Outsourced IT help desk tiers that SupportYourApp can help you with

Famously, help desk support can be separated into several tiers, depending on the complexity of the product and the level of the involvement needed from the support team. We at SupportYourApp have expertise in providing support for all these tiers and can help set up the process for all our clients.

We have experience in providing support for:

  • Tier 0 (L0, T0)

    Tier 0 is essentially a self-help desk. It is usually a knowledge base that can be found on the websites under the names “FAQ”, “QNA”, “About our services” and so on. Our teams gather the information needed to comprise these sections of the websites from the clients and then make it as readable and understandable for your customers as possible. 

    We have found Tier 0 to be one of the most helpful tools when it comes to help desk outsourcing. First, while it is being composed, our teams are learning everything they need to provide the best outsourced help desk support services they can. Second, it eliminates a lot of pressure and workload of SupportYourApp consultants because customers gain the possibility to resolve some of the simplest and most common issues as well as gain answers to the most common questions themselves.

  • Tier 1 (L1, T1)

    Tier 1 consultants deal with common customer questions that still require explanation and some kind of basic human help. This level of outsourced help desk support usually requires simple answers and knowledge — just enough to make sure that regular and common customers’ questions get answered in the shortest amount of time. With about 80% of the tickets being solved on tier 1, we pay extra attention to SupportYourApp help desk consultant’s knowledge level — it must be up to date, and they must be able to answer all kinds of questions — from the simplest to the most difficult ones. 

    To make sure that our teams’ skills and knowledge are just enough, we perform regular QA (short for quality assurance) as well as regularly check the level of knowledge of all our consultants. Our Service Delivery Managers are also very glad to act as a bridge between the outsourced help desk support team and the client in case there is any information lacking from the knowledge base. 

  • Tier 2 (L2, T2)

    Tier 2 outsourced help desk support consultants are usually more knowledgeable and tech-savvy than those working with tier 1 inquiries. Tier 2 tickets usually have more fluent KPIs — for example: resolution takes more time as the inquiries are more demanding and require more time to be resolved. For such help desk outsourcing scenarios our clients may establish first response time KPI — the time in which our consultants must notify the customer that their inquiry was seen and is being processed.

    In order for the customers to know that they are speaking with a real person and not with a robot, these responses must come in as short a time as 15-30 seconds (for chat) and 30-60 minutes (for email). They have to be personalized, and they have to make the customers understand that their help desk tickets are being processed and their issues are going to be resolved soon. 

  • Tier 3

    The most technically difficult and demanding of all the tiers — the third one. Tickets on tier 3 often require escalation and need extra attention from the developers or the vendors themselves. For tier 3 our teams must follow up the customers on the status of their ticket as well as the actions needed to resolve the ticket completely. Surely, help desk outsourcing is one of the best ways to ensure fast resolution of tier three tickets as the development team does not get distracted with the ticket of the lower tiers — our consultants will take care of them. 

    As you can see, help desk outsourcing is the best way to ensure that all customers get their issues resolved in a timely manner and in accordance with their needs.

Outsourced help desk — the process of launching the support team with SupportYourApp

  • Strategy development

    In order to fully understand what the client and their business require when it comes to help desk outsourcing, SupportYourApp Integration Manager organizes a meeting to get acquainted with the strategy and the product as well set the main goals for our collaboration and provide the date when help desk outsourcing team will be able to start accepting calls, chats and emails from your customers. 

  • Development and implementation of knowledge base

    The second step in developing and implementing the knowledge base. Our Service Delivery Managers work closely with our clients in order to provide the consultants with all the information they need to deliver the best customer support. We take into account all the specificities of the product and the complexity of the information to set realistic time scopes to launch our help desk support team.

  • Team approval

    Vendors might not be able to communicate with the team all the time, but our clients are our number 1 priority which means that they must be 100% comfortable with those who provide outsourced help desk support for your product. That is why they can take an active part in choosing, training and interacting with the support team. They can be as involved as they like or want. Our help desk outsourcing services are totally adjustable to their specific needs and wants. 

  • System integration

    We integrate all the needed tools and systems into our QCRM in order to ensure that the processes are as smooth as they can be. Of course, if needed we can easily work with any other CRM system or communication channels of our client’s choosing. 

  • Training practice

    No consultant starts to provide help desk support for the product without proper training. Learning process includes simulation calls with the Service Delivery Manager, passing various tests and going through feedforward sessions — these steps ensure that the future help desk outsourcing work goes by smoothly and with no roadblocks. 

  • Start of support

    As soon as the team is ready, we start the help desk support process. From here on Team Leaders and Service Delivery Managers lead the team and check that their knowledge level and knowledge base are up to date and can easily help them support your product and your customers. 

  • Reports

    SupportYourApp help desk outsourcing processes are completely see-through. We report about the performance of your team and every consultant inside it. We also resolve any roadblocks that the team might come across during working.

Stand out with superb help desk outsourcing

  • Improve ticket resolution rate

    Tickets and inquiries are most important for businesses. When users leave tickets, that means that they have a low understanding of a service and that they need help quite often. Those are the signs of a bad customer journey — one of the most influential things when it comes to customer loyalty and customer satisfaction.

    Resolving the tickets and improving ticket resolution rate will help any business better understand their customers and communicate with them with improved quality. That is the kind of service desk outsourcing that SupportYourApp is going to provide for any business.

  • Maintain your brand's voice

    Setting up your business’ agenda and tone of voice is not an easy task. One needs a lot of resources and a lot of energy to get the process up and running in the most beneficial way. And IT help desk outsourcing is one of the ways to deliver this tone of voice to your customers. Surely, to ensure that the process is running smoothly, one has to choose one of many IT help desk companies. And SupportYourApp is the right partner for those who want to ensure that their customers get just the right feedback from their help desk outsourcing services provider.

  • Speak your customer's language

    We speak more than 30 languages, which means that we are going to find the right approach to customers from anywhere.

    Get your quote now to see that we are the right choice for all your help desk outsourcing needs.

  • Outsourced help desk services for any tier

    Decades of providing customer support for different businesses with different needs have taught us that support requirements differ from customer to customer. This means that we are prepared to provide outsourced help desk support of any tier and of the highest quality to the customers of any businesses and of any tech knowledge level.

  • Keep all your conversations secure

    SupportYourApp is PCI/DSS & ISO-certified, so you don’t have to worry about the safety of your customer’s data. Instead, put those freed resources into managing and scaling your business.

FAQ

To get the fastest answer for any question simply contact us and ask anything.

Ask Us A Question
What is help desk support?
Help desk support provides customers with information and help they might need about the service and the product, improving the customer experience and customer journey further turning customer base loyal.
What kind of help desk services are there?
Outsourced help desk for MSP is not the only kind of help desk services that SupportYourApp provides for businesses from different industries. If you want to get help desk outsourcing from us, contact us at hi@supportyourapp.com right now.
What are the duties and responsibilities of a help desk support?
Outsourcing help desk services usually calls for a variety of services to be severed by a support team. We at SupportYourApp will provide you with any services that your business might require. Our team has been providing outsourced help desk support for a decade, and we have extensive expertise in delivering you exactly what you need.
What is tier 3 help desk support?
Outsourced IT help desk has 4 tiers (Tier 0-Tier 3). Tier 3 deals with the most technically difficult cases and usually requires escalation to the development personnel.
What is the typical cost per hour for small business IT help desk services?
Outsourced help desk pricing varies depending on the size of the team, time coverage and the variety of services and communication channels you need. If you want to find out more about SupportYourApp pricing, get your quote right now!

Knowledge Base

For the past 10 years we have been through many-many challenges, victories, problems and failures. Here are our stories:

How to Make a Support Team More Approachable

How to Make a Support Team More Approachable

By Ksenia Savchenko

8 min read
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A Beginner’s Guide to Co-Browsing

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