How To Scale Your Help Desk Operations On A Internatonal Level

Help desk support is often a remote business model by design. Even “hands-on” responsibilities can generally be achieved using IT management software installed on a clients’ workstations. Therefore, it stands to reason that when an IT support company seeks growth, it looks beyond its local markets and even the borders of its home country for new clientele. Let us consider some key areas that an IT support firm must account for when scaling on an international level.

Expanded Business Hours

Your IT monitoring platform likely has to run around the clock. You may even have help desk support specialists available on a 24-hour basis. Neither of these things eliminate your need to expand your business hours. If you’re based in Toronto and serving a client in Paris, that client will expect your administrative office to be available by at least 9am, which is 3am Eastern Time.

Embrace Multiple Channels

Taking advantage of multiple channels is something that can benefit your firm even when it’s a local business, but the value increases considerably as your scope does. Your primary channels are likely telephone support, live chat and remote assistance. Secondary channels may be email and your website, and you can expand that with Twitter, Facebook, a newsletter and so forth.

Self-Service Deflection

One of the ways to alleviate growing pains when scaling internationally is through self-service deflection. Your clients will generally prefer to help themselves whenever possible, so give them the tools to do it. If you often provide remote monitoring and management or RMM status updates over the phone, create a smartphone app that lets them check the status in real time without your help.

Multilingual Support

If you’re going to expand internationally, then give yourself access to the full range of potential clients. Providing support in English is a good start because it’s the de facto business standard. However, clients that do business locally are likely to use their native tongue. A local German business that manufacturers parts for small businesses in the area will likely want CSRs that speak German.

Localized Software

It’s also important that your software be localized, and options are preferable. The local German business mentioned will likely want all IT management software readable in German. That Paris business mentioned earlier may do business in English but have entire non-client-oriented departments that operate completely in French as well as satellite offices in Spain and Switzerland.

Outsourced Services

An IT support firm is often a business that’s outsourced to, so it may be strange to think of it as a company that outsources to others. Nevertheless, outsourcing can alleviate many growing pains. Consider that your cloud needs may grow exponentially, so while you focus on your proprietary IT monitoring platform, you can hire a managed service provider to handle the redundancy that RMM and your other services depend on.

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Help desk support is often a remote business model by design. Even “hands-on” responsibilities can generally be achieved using IT management software installed on a clients’ workstations. Therefore, it stands to reason that when an IT support company seeks growth, it looks beyond its local markets and even the borders of its home country for new clientele. Let us consider some key areas that an IT support firm must account for when scaling on an international level.

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