The Power of White-Label Help Desk: Advantages and Best Practices

It is presumed that Managed Service Providers will provide quick, amicable, and professional IT care 24-7. However, once your business grows, it becomes difficult to attend to all the tickets, calls and requests without overworking your staff.

Go to White label managed IT services —your secret weapon to increase support services without increasing your workload.

In this blog, we will discuss what a white-label help desk is, the benefits of this solution to MSPs, and the best practices to achieve the maximum out of this potent tool.

What Is a White-Label Help Desk?

Let’s start with the basics.

A white-label help desk is a support service that is provided under your brand. They will be talking to technicians, who will respond in your name and tone and with your tools, it will sound 100% like you.

Behind the scenes model gives you an opportunity to provide 24/7 technical support without recruiting new employees or even creating a support team.

The most notable benefits of a white-label help desk.

24/7 Support, Without the 24/7 Stress

One of the biggest perks? That now you can provide 24-hours of service -even when your in-house staff sign out at 5 PM. Clients receive help immediately and you get rest.

Scalable Support of growing MSPs.

A white-label desk expands with you. You can expand your support capacity every time you board 5 or 50 new clients instead of scrambling to hire and train.

Saving of Costs without sacrificing quality.

An in-house help desk costs a lot to develop. Wages, education, leadership, it is filling up. Under white-labeling you can spend on what you require and save massively on overhead.

on-demand Professional Technicians.

You have access to experienced support practitioners who are familiar with the technology and how to deal with customer frustrations using clear and calm communication.

Seamless Client Experience

Clients do not even know that it is outsourced. The support is branded, in your systems and in your tone and values. It is your brand, it just has more muscle behind it.

The white-label help desk is most effectively used in the following way.

Select a Provider That is MSP aware.

Not every help desk provider is made the same. Find experienced individuals who work with MSPs – people who are familiar with ticketing systems, SLAs and ITIL frameworks.

Establish specific SLAs and Expectations.

Identify what is critical, urgent and what can wait. This keeps your provider busy at the appropriate urgency level- and your clients happy.

Ensure Brand Consistency

Give records on tone, email template and preferences of the client. The closer the sound of your white-label team resembles you, the more pleasant the client experience.

Keep Communication Tight

Be on the same page with the use of shared dashboards, real-time alerts, and weekly check-ins. You have not yet lost the relationship–so remain involved.

Start Small, Then Scale

Get your feet wet by testing a small number of your customers or during a certain time period (such as after-hours). When you are sure of the partnership, do it on a large scale.

Common Use Cases

After-Hours Support: night, weekend, and holiday coverage, no rotating shifts, no burnout.

Overflow Handling: Sales of excess tickets can be sent to your white-label team when there are peak periods.

Tier 1 Support: Have the outsourced team do simple troubleshooting and leave the more complicated problems to your engineers.

Full-Service Help Desk: If you as an MSP desire to delegate client support under your brand completely.

What you should consider in a White-Label Partner.

Proven MSP experience

Built-in support of PSA/RMM tools.

Open prices and SLAs.

24/7 or flexible coverage

Good recommendations by other MSPs.

Onboarding and training backup.

What it will do to your Bottom Line.

A white-label help desk not only saves money, but it also helps you to make more.

Provide high-quality services that are 24/7.

Bring new markets but not local employment.

Become more satisfying to clients (and retain them)

Free up your personnel to more valuable, revenue generating initiatives.

Bonus: How to Market Your White-Label Services.

The clients are not interested in who will pick the call, only that someone picks it up. But the positioning of your help desk services is important:

Highlight 24/7 availability

Highlight the responsiveness.

Measures of success such as speed of resolution.

Testimonials are the way to win trust.

You are not marketing a third party help desk, you are selling your extended capabilities.

Final Thoughts

A white-label help desk is a no-brainer to MSPs looking to scale, streamline, and stand out. It improves the quality of services, increases your hours, and insures your margins–and helps to strengthen your brand.

And the best part? It is something that your clients cannot see but one that is very important to your business.

When you are ready to become smarter (not harder), you may want to make a white-label help desk your next strategic step.