7 Reasons Why Investing in Customer Experience Through Tech Support is the Best Move
Aug 14, 2025
CRM leaders, similarly to Managed Service Providers (MSPs), face an urgent challenge:
understanding customer needs (22%)
adapting to evolving expectations (21%)
scaling operations alongside company growth (21%)
(1)
As customers grow more tech-savvy, their expectations rise. Falling short, especially in tech support, can cost you. Many businesses hesitate to invest in client services, but the truth is partnering with a help desk support provider can boost growth even more than lead generation.
Strengthening your customer experience through fast, reliable, and skilled tech support can lead to partner loyalty, increased revenue, and a competitive edge. If you want to grow and deliver top-tier service without blowing your budget or your team’s bandwidth, this blog is for you.
Over the next few minutes, we will closely examine why investing in customer experience through excellent tech support is the best move for your business.
3 Customer-Facing Benefits:
Meet rising customer expectations
Experience stronger customer loyalty
Enable 24x7 client services
4 Business-Facing Benefits:
Experience boosted productivity and efficiency
Save money and spend wisely
Gain flexibility and scalability
Stand apart from the competition
Meet Rising Customer Expectations
Nowadays, customer experience is a make-or-break factor for who people choose to partner with. In fact, 90% say that customer service plays a major role in their decision to choose and stay with a brand (2). Additionally, “increasing customer demands” ranked as the second most common driver for adopting third-party outsourced services (3). What exactly are customers asking for?
43% of consumers would pay more convenience
42% told PwC they’d pay more for a friendly, welcoming touch
78% expect more personalized interactions–think, knowing who they are and what they’ve purchased
(4, 1, 2)
By partnering with help desk support agents who deliver with empathy, speed, and personal connection, businesses can build trust and loyalty that drive revenue, and stand out in a market where customer experience now outweighs price and product as the ultimate differentiator.
Experience Stronger Customer Loyalty
A great customer experience doesn’t just make people’s day. It inspires action:
57% of customers will leave positive feedback on a survey
53% will share their experience with friends and family
52% will become more loyal to the company or provider
35% will purchase additional products
30% will post on social media or leave online reviews
24% will contact the business directly to offer compliments
23% are willing to pay a little more
(5)
With customer acquisition costs up to seven times higher than retention efforts (6), delivering exceptional experiences isn’t just good service. It’s a smart growth strategy. Especially when nearly one in three customers say they would abandon a brand they love after just one bad experience (4). Trust us–investing in outstanding client services is a no brainer.
Enable 24x7 Client Services
Live, on-demand tech support is now expected by all customers. Whether it’s due to abnormal operational hours or coverage for users in multiple time zones, your team must be able to provide. In fact, a combined 94% of customers say 24x7 customer service is either a must-have or a nice-to-have (5).
What does that look like?
71% still expect 24x7 phone answering services, with response time expectations ranging from 90% saying ‘immediate’ (with two-thirds defining that as less than 10 minutes) to 67% saying three hours (2, 1, 7).
Are you able to meet that expectation on your own? With an external help desk support team, your company will be able to meet expectations, reduce potential security risks, and save money on internal coverage. Together, your customers will be taken care of, and so will your business’ reputation.
Experience Boosted Productivity and Efficiency
By having a 24-hour answering service handling day-to-day technical issues, you free up your team’s time and resources to focus on higher-value work, like innovative initiatives, strategic planning, and customer-facing projects.
Outsourcing remains a fundamental component for many organizations, allowing them to concentrate on core competencies while leveraging providers’ expertise to boost operational efficiency (3). In what departments specifically? IT infrastructure services and cybersecurity, primarily. Doing so not only streamlines processes such as ticket flow and resolution but also drives measurable gains in output and productivity.
Save Money and Spend Wisely
Partnering with a tech support provider lets you save significantly on the costs of hiring, training, and retaining full-time staff, which in turn reduces overhead and frees up budget to reinvest in other areas of your business. You only pay for the support you need, maximizing every dollar.
Cost reductions from IT outsourcing typically range between 25% and 60%, while others report average savings as high as 85% (8, 9). Helpt’s own research shows that recruitment, training, salary, and turnover costs almost $400,000 over just two years for a single employee. Getting a fully equipped, expert team at a fraction of that price sounds a lot better, huh?
Gain Flexibility and Scalability
23% of companies cite the need for a flexible and scalable talent model as their primary reason for adopting third-party service providers (3). The result? The ability to scale support up or down in response to fluctuations. Whether it’s a busy Monday versus a quiet Friday, a seasonal spike, time for your technician’s paternity leave, or a busy quarter with a new project or client to onboard, you’ll be able to maintain excellent, always-on service–without the risk of losing customers, getting stuck in long-term contracts, or over-hiring in a reactionary manner. Together, you can respond quickly and adjust with confidence as your business demands change.
Stand Apart From the Competition
Delivering exceptional client services through tech support enables you to exceed customer expectations with faster, flexible service available whenever and however your customers want it. This kind of reliable help desk support is what turns prospects shopping around into lifelong business partners and advocates.
And it’s a smart way to stay competitive: 69% of companies are planning to increase their investment in third-party outsourcing, including customer service, to deliver even greater value (3). In fact, these value-added capabilities are increasingly more important to business leaders than cost savings. With a dependable extension of your team working around the clock, your business never misses a beat. All while remaining agile and competitive.
Conclusion
You don’t have to choose between growth and great service. Many argue that focusing on exceptional customer support is increasingly more important than lead generation. In doing so, your savings will increase, customers will stay longer, and prospects will partner with you. Ignoring this comes with serious risks: 75% of customers are likely to take their business elsewhere after a bad experience (5).
The good news? You can avoid these pitfalls by partnering with Helpt. Our 24x7 US-based agents act as a seamless extension of your team, helping you deliver the fast, friendly, and reliable service your customers expect–so you can grow confidently and keep them coming back. Ready to buy back your time and stand apart from the competition? Let’s talk.
Sources:
About the Author
Alyssa Reed
Content Writer at Helpt
After establishing her foundational skills as a content writer and marketing professional while working for small businesses and non-profits, Alyssa began working within the IT industry. Since then, she has specialized in crafting content for B2B marketing strategies for Managed Service Providers, as well as help desk and cybersecurity service providers. With a background in Journalism, she especially enjoys the social aspect that comes with being a writer. Whether it's interviewing a customer about a recent win for a case study or chatting with a coworker about their area of expertise for a slick sheet, it excites her that those stories can inspire action, add value, and increase trust.
CRM leaders, similarly to Managed Service Providers (MSPs), face an urgent challenge:
understanding customer needs (22%)
adapting to evolving expectations (21%)
scaling operations alongside company growth (21%)
(1)
As customers grow more tech-savvy, their expectations rise. Falling short, especially in tech support, can cost you. Many businesses hesitate to invest in client services, but the truth is partnering with a help desk support provider can boost growth even more than lead generation.
Strengthening your customer experience through fast, reliable, and skilled tech support can lead to partner loyalty, increased revenue, and a competitive edge. If you want to grow and deliver top-tier service without blowing your budget or your team’s bandwidth, this blog is for you.
Over the next few minutes, we will closely examine why investing in customer experience through excellent tech support is the best move for your business.
3 Customer-Facing Benefits:
Meet rising customer expectations
Experience stronger customer loyalty
Enable 24x7 client services
4 Business-Facing Benefits:
Experience boosted productivity and efficiency
Save money and spend wisely
Gain flexibility and scalability
Stand apart from the competition
Meet Rising Customer Expectations
Nowadays, customer experience is a make-or-break factor for who people choose to partner with. In fact, 90% say that customer service plays a major role in their decision to choose and stay with a brand (2). Additionally, “increasing customer demands” ranked as the second most common driver for adopting third-party outsourced services (3). What exactly are customers asking for?
43% of consumers would pay more convenience
42% told PwC they’d pay more for a friendly, welcoming touch
78% expect more personalized interactions–think, knowing who they are and what they’ve purchased
(4, 1, 2)
By partnering with help desk support agents who deliver with empathy, speed, and personal connection, businesses can build trust and loyalty that drive revenue, and stand out in a market where customer experience now outweighs price and product as the ultimate differentiator.
Experience Stronger Customer Loyalty
A great customer experience doesn’t just make people’s day. It inspires action:
57% of customers will leave positive feedback on a survey
53% will share their experience with friends and family
52% will become more loyal to the company or provider
35% will purchase additional products
30% will post on social media or leave online reviews
24% will contact the business directly to offer compliments
23% are willing to pay a little more
(5)
With customer acquisition costs up to seven times higher than retention efforts (6), delivering exceptional experiences isn’t just good service. It’s a smart growth strategy. Especially when nearly one in three customers say they would abandon a brand they love after just one bad experience (4). Trust us–investing in outstanding client services is a no brainer.
Enable 24x7 Client Services
Live, on-demand tech support is now expected by all customers. Whether it’s due to abnormal operational hours or coverage for users in multiple time zones, your team must be able to provide. In fact, a combined 94% of customers say 24x7 customer service is either a must-have or a nice-to-have (5).
What does that look like?
71% still expect 24x7 phone answering services, with response time expectations ranging from 90% saying ‘immediate’ (with two-thirds defining that as less than 10 minutes) to 67% saying three hours (2, 1, 7).
Are you able to meet that expectation on your own? With an external help desk support team, your company will be able to meet expectations, reduce potential security risks, and save money on internal coverage. Together, your customers will be taken care of, and so will your business’ reputation.
Experience Boosted Productivity and Efficiency
By having a 24-hour answering service handling day-to-day technical issues, you free up your team’s time and resources to focus on higher-value work, like innovative initiatives, strategic planning, and customer-facing projects.
Outsourcing remains a fundamental component for many organizations, allowing them to concentrate on core competencies while leveraging providers’ expertise to boost operational efficiency (3). In what departments specifically? IT infrastructure services and cybersecurity, primarily. Doing so not only streamlines processes such as ticket flow and resolution but also drives measurable gains in output and productivity.
Save Money and Spend Wisely
Partnering with a tech support provider lets you save significantly on the costs of hiring, training, and retaining full-time staff, which in turn reduces overhead and frees up budget to reinvest in other areas of your business. You only pay for the support you need, maximizing every dollar.
Cost reductions from IT outsourcing typically range between 25% and 60%, while others report average savings as high as 85% (8, 9). Helpt’s own research shows that recruitment, training, salary, and turnover costs almost $400,000 over just two years for a single employee. Getting a fully equipped, expert team at a fraction of that price sounds a lot better, huh?
Gain Flexibility and Scalability
23% of companies cite the need for a flexible and scalable talent model as their primary reason for adopting third-party service providers (3). The result? The ability to scale support up or down in response to fluctuations. Whether it’s a busy Monday versus a quiet Friday, a seasonal spike, time for your technician’s paternity leave, or a busy quarter with a new project or client to onboard, you’ll be able to maintain excellent, always-on service–without the risk of losing customers, getting stuck in long-term contracts, or over-hiring in a reactionary manner. Together, you can respond quickly and adjust with confidence as your business demands change.
Stand Apart From the Competition
Delivering exceptional client services through tech support enables you to exceed customer expectations with faster, flexible service available whenever and however your customers want it. This kind of reliable help desk support is what turns prospects shopping around into lifelong business partners and advocates.
And it’s a smart way to stay competitive: 69% of companies are planning to increase their investment in third-party outsourcing, including customer service, to deliver even greater value (3). In fact, these value-added capabilities are increasingly more important to business leaders than cost savings. With a dependable extension of your team working around the clock, your business never misses a beat. All while remaining agile and competitive.
Conclusion
You don’t have to choose between growth and great service. Many argue that focusing on exceptional customer support is increasingly more important than lead generation. In doing so, your savings will increase, customers will stay longer, and prospects will partner with you. Ignoring this comes with serious risks: 75% of customers are likely to take their business elsewhere after a bad experience (5).
The good news? You can avoid these pitfalls by partnering with Helpt. Our 24x7 US-based agents act as a seamless extension of your team, helping you deliver the fast, friendly, and reliable service your customers expect–so you can grow confidently and keep them coming back. Ready to buy back your time and stand apart from the competition? Let’s talk.
Sources:
About the Author
Alyssa Reed
Content Writer at Helpt
After establishing her foundational skills as a content writer and marketing professional while working for small businesses and non-profits, Alyssa began working within the IT industry. Since then, she has specialized in crafting content for B2B marketing strategies for Managed Service Providers, as well as help desk and cybersecurity service providers. With a background in Journalism, she especially enjoys the social aspect that comes with being a writer. Whether it's interviewing a customer about a recent win for a case study or chatting with a coworker about their area of expertise for a slick sheet, it excites her that those stories can inspire action, add value, and increase trust.
Stop Answering Calls.
Start Driving Growth.
Let Helpt's US-based technicians handle your support calls 24x7 while your team focuses on what matters most.
Stop Answering Calls.
Start Driving Growth.
Let Helpt's US-based technicians handle your support calls 24x7 while your team focuses on what matters most.
Stop Answering Calls.
Start Driving Growth.
Let Helpt's US-based technicians handle your support calls 24x7 while your team focuses on what matters most.
Discover
©2025 Helpt, a part of PAG Technology Inc. All Rights Reserved.