What is outsourced IT support?

Outsourced IT support is a set of customer services that an IT company provides to the clients aimed at providing assistance and technical help to those who need it.

Does it make sense to have outsourced tech support?

Outsourced support makes sense for businesses that want to expand their reach, get professional expertise and cut their business costs. Overall, outsourcing is the best option for any business.

What should you pay an outsourced IT support company?

Outsourced IT support 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!

Will outsourced IT support for my business help me scale?

Of course. Outsourced team frees up a lot of resources that otherwise might have gone on supporting an in-house team. Freeing those resources up will allow for the growth and development of your company.

What is the typical cost for a social media outsourced team?

There is no typical cost for the team as each of them is crafted to suit the individual needs of the client, so the cost might vary from team to team and from client to client.

Outsourced IT Support

Outsource your IT support to reduce costs and facilitate growth

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Features

Complying with standard security assurance procedures (PCI DSS Level 1 certification)
Escalating the most difficult cases to developers
Analyzing ticket flow and customer satisfaction rate
Implementing up-to-date hard- and software
Providing detailed QA reports
Training the team pre-launch
Developing and implementing the knowledge base
Collecting logs, reproducing problems

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Personal Approach

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Effective Support Tools

We implement the best and up-to-date tools into our daily work.
Expertise

We have a decade of expertise in delivering superb customer service.
24/7 Customer Support

We operate 24/7/365, including holidays.
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after 2 months 1st month revision, prepayment for 2nd month. Your customers are happy and so are you!

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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.

PCI DSS Level 1 certification — the highest level of security that ensures 100% data safety and allows gathering and processing financial and credit card information.
GDPR — full compliance with the EU General Data Protection Regulation act — a legal framework that sets scopes for the collecting and processing of personal data of the EU citizens by the companies operating inside the EU.
ISO — process certification that ensures clients’ data protection and management in accordance with global standards.
Digital Millennium Copyright Act is a law that regulates the usage of copyrighted technology, devices and services and prohibits their unauthorized usage.

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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™

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

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.

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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.

Clients Reviews

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Josh Brown from Softorino Inc. — **Josh Brown** CMO,
Softorino Inc.,
softorino.com,
US.

Kevin La Rue from Skylum, Inc. — **Kevin La Rue** Vice President,
Skylum, Inc.,
Skylum.com,
US.

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

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

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

Todd Penny from GoCodes — **Todd Penny** Founder,
GoCodes,
gocodes.com,
US.

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November 26, 2020 by SupportYourApp

Outsourced IT Support Services: Best Solution for You Business Growth

Table of Contents

Why do you need to have your IT support outsourced with SupportYourApp?

SupportYourApp is going to provide your business with the services it needs at the exact time when it needs them. Hiring SupportYourApp as your IT outsourced support service provider will make sure that you are getting the best team and are working with real professionals in the field. Outsourced solution from SupportYourApp will provide you with flexibility and professionalism that you will need to develop and scale. It will also lighten your budget as you will have to need to hire, onboard and train an in-house team of support consultants.

Our team will be delighted to provide you with the expertise that we have gained over the years, should you need it, and we will make sure that our team is always at the peak of their productivity, providing the best outsourced IT support for your business.

Optimize your resources, time and workload. Outsource your IT support team to SupportYourApp to get instant results: higher customer satisfaction KPI, ticket resolution rate and lower average resolution time.

Perks of outsourced IT support with SupportYourApp

When it comes to customer service outsourcing on social media, there are several perks that we need to look at separately.

We will let you focus on your business agenda more

59% of the companies use IT outsourcing. Among them, 57% are saying that it has allowed them to focus on their business agenda more. And that is quite understandable as those businesses that choose IT outsourced solution have the possibility to focus on their existing in-house teams, their resources, developing their knowledge base and so on. Dropping the need to look out for an in-house IT outsourcing team frees quite a lot of resources — financial, human and time.
We will provide you with increased expertise

SupportYourApp specializes in providing outsourced support for tech companies around the world. Over a decade of operation we have gained vast experience in delivering the best outsourced IT support solutions to tech businesses with different ticket flow, different customer base size and different priorities and goals. And looking at their needs we adjust their team to fit them perfectly in:
- Tech-savviness;
- Size;
- Working hours;
- Knowledge level of required language.
Making sure we have the perfect combination of these factors makes us the best fit for the business with any IT outsourcing needs.
We will make sure the team is compliant with all security requirements

Working in IT regularly requires the vendors to be compliant with various security standards in order to protect sensitive or confidential information. That is why we at SupportYourApp have obtained PCI DSS Level 1 Service Provider Certification in order to show the clients who deal with the most sensitive information — we are ready to answer all the possible requirements and sign any necessary NDAs in order to protect your customers’ data.
We will allow you to improve your business performance

With resources freed, expertise gained and necessary teams outsourced with the most secure SupportYourApp IT outsourced support provider, it is only natural that you will have a lot of time to focus on your business which can lead towards overall improvement of your company’s performance. Development, scaling and performance improvement — all of this becomes possible if you outsource your IT support to SupportYourApp.

Why do companies outsource IT support — SupportYourApp expertise

Over the last 10 years our team has seen a lot of companies and a lot of reasons for seeking outsourced support. But it is always interesting to see different reasons from different patterns. It allows us to understand the IT market more, as a result, adjusting our services to fully meet the present needs of the customers.

So, in SupportYourApp experience — why do IT companies outsource?

To save money

49% of those who outsource IT support say that their primary reason for IT outsourcing is to save money and to redirect the saved resources into something useful or development-inducing. Outsourced team, even though does not eliminate the costs for the service entirely, really does help companies cut back on the spending required to maintain working processes, salaries and benefits for an in-house team.
To find the best professionals

52% of small businesses outsource in order to get much-needed professional expertise. Surely it is quite obvious — the younger and smaller the business is, the more likely they are to be in need of additional help from an experienced third-party vendor. SupportYourApp, in our turn, are happy to help small businesses grow by offering them shared consultants — this way small companies still get the help they need and can cut back on the expenses.
To find solutions to existing issues

Sometimes it is quite hard to anticipate what outsourced IT support will give to you. But we can say for sure that one of the things that it does best is resolving existing issues and tasks. Yes, modern businesses come in contact with a lot of issues and questions while they are on their way to technical stardom. And outsourced IT support for their customers might help them get the solution to even the most gnawing and trivial questions that might have been bothering you their business for a long time.
To improve customer satisfaction rate

Customer satisfaction rate is the most important KPI that an outsourced IT support provider can track. Seeing and understanding how satisfied the customers are with the services they are getting and how it can be improved is pivotal for the success of a business and its future in the industry. SupportYourApp maintains a 95% customer satisfaction rate across the board for the customers of all our clients and each case of this number falling below this mark is investigated and analyzed.
To find the most innovative solutions and ideas

New and fresh ideas are revolutionizing all industries. An idea has the potential to turn everything we know upside-down and transform the world into something new and unexpected. Outsourced IT support has all the potential to deliver the fresh ideas needed to grow.

For example, SupportYourApp strives to offer the most innovative solution in the outsourced support world to make sure that our clients and their customers are getting the best support services in the market.

No matter what drives you to outsource, SupportYourApp team will always be there for our clients and is always ready to help and provide our expertise to those in need of it.

Stand out with excellent outsourced IT support

Providing flexible solutions for company

When it comes to outsourcing, businesses often think that the solution simply cannot be efficient and flexible enough to meet their needs. But in reality outsourced solutions can bring to light some of the best practices when it comes to IT support.

Outsourced IT support companies like SupportYourApp will provide you with the best IT support in the market.
Different types of outsourced IT support
- Online IT support — one of the most cost-efficient computer support outsourcing solutions in the market. It usually needs a team of expert support consultants who know everything about soft- and hardware and can provide the customers with the support of the highest quality.
- Pay-as-you-go IT support — this type of support involves paying a fixed rate in order to receive excellent IT support. Typically, those providing this type of outsourced IT support need help from vendors only in the most difficult cases the providers are typically very savvy when it comes to the latest technology and IT industry as a whole. This is an ideal offer for the companies looking to cut their expenses and pay only for services received.
- Managed IT support — this type of outsourced IT support involves a long-term commitment with a support vendor that will take care of your entire IT system. Typically, this type of support is provided 24/7/365 and involves updating your hard- and software, taking care of the updates, cybersecurity and so on.
We at SupportYourApp are happy to provide all these types of outsourced IT support to the clients who might need it to grow, scale and develop.
Support from Tier 0 and upward
Famously, there are 4 tiers of IT support — tier 0, 1, 2 and 3. Each one of them is developed to improve customer journey and can cause customer satisfaction rate to climb or to fall. Of course, providing the best outsourced IT support on all these tiers is SupportYourApp number 1 priority. What do we do for each of the tiers?
- Tier 0 — every client in need of Tier 0 support can get SupportYourApp extensive expertise and experience on putting the knowledge base together. For this task, one of our dedicated Service Delivery Managers or a consultant finds out all the information about the product or a service and compiles it into a knowledge base. We have done it for dozens of clients over the years, and we can surely say that it significantly lightens the load of the outsourced IT support team as they do not have to answer common questions and can dedicate more time and focus to more serious tasks.
- Tier 1 — the easiest and most common questions and issues that still require help from the human consultants go to our Tier 1 teams. With about 74% of the tickets being closed on Tier 1, it is the busiest support tier there is. The tasks of Tier 1 outsourced IT support team are eased by the fact that they do not require deep and extensive tech knowledge, but should know the product well enough to answer only the easiest questions or to recognize when the support ticket needs to be escalated.
- Tier 2 — the support consultants are more knowledgeable and tech-savvy than those working with Tier 1 tickets. Those who provide outsourced support for Tier 2 tickets need to have a deep understanding of the product and its tech peculiarities and need to know how to troubleshoot and apply advanced analytics techniques in order to provide the customer with the solution as quickly and efficiently as possible.
- Tier 3 — the help here is usually provided by the soft- and hardware vendors themselves. And even though escalations and the process of fixing the code itself requires some time, the team of SupportYourApp is still going to follow up with the customers every 24-48 (or as often as the clients require) hours, making sure that the customer who reported the issue knows that they are heard and understood. Tier 3 is the most technically challenging and needs the most time and knowledge.
Making sure that all 4 tiers are seamless and that the entire outsourced team has the communication process set up is what makes SupportYourApp flow smooth and effective.
Find cost-efficient IT support outsourcing solution

“Can I find a cost-efficient and yet effective outsourced IT support for my business?” This question is plaguing the minds of business owners around the world. And we can say that that is a reality. We at SupportYourApp provide our clients and the best outsourced IT support solutions in the market, all the while remaining cost-efficient and super flexible, delighting our customer with superb outsourced support services.
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.

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What is outsourced IT support?: Outsourced IT support is a set of customer services that an IT company provides to the clients aimed at providing assistance and technical help to those who need it.

Does it make sense to have outsourced tech support?: Outsourced support makes sense for businesses that want to expand their reach, get professional expertise and cut their business costs. Overall, outsourcing is the best option for any business.

What should you pay an outsourced IT support company?: Outsourced IT support 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!

Will outsourced IT support for my business help me scale?: Of course. Outsourced team frees up a lot of resources that otherwise might have gone on supporting an in-house team. Freeing those resources up will allow for the growth and development of your company.

What is the typical cost for a social media outsourced team?: There is no typical cost for the team as each of them is crafted to suit the individual needs of the client, so the cost might vary from team to team and from client to client.