Companies have responsibilities to their customers. They have to provide support and assistance via toll free numbers, chat, emails, and/or website. Help desk refers to the place that company customers can call whenever they need help or assistance about products and services provided by the business. This is where end users can get help in troubleshooting problems with computers and other information technology. Help desk can help companies to ensure the satisfaction of the customers and improve their retention rate. The term help desk is commonly used for centralized assistance provided to customers within the company. We are now in the age of information and technology and the company's provision of help desk assistance is indeed necessary.

Help desk is a non-core business activity that requires time and effort. Since not all companies have enough resources to manage this support service, many of them are outsourcing help desk services to independent third party vendors. This way, companies are able to focus on more important activities of their business without worrying about the welfare of their customers. Help desk serves as a liaison that connects the customers to the company. It is the front line of the business and thus, it should be managed carefully as it represents the dignity and pride of the company. Through proper management of help desk support, companies can identify if they are meeting the expectations of customers. Ability to determine the satisfaction levels of customers gives businesses ideas how to improve services for the growth of the company.

Globalization has created many possibilities for companies to take advantage of new, inexpensive and effective standard user interface for their help desks support needs. With the innovation and introduction of the latest technology, companies were encouraged to take advantage of automation of help desk services. The automation process has made the help desk support department more productive and manageable. Because of outsourcing, companies are able to concentrate on the income-generating activities of their businesses without sacrificing the quality of services that they provide to their customers. Obviously, the primary reason why more and more companies are opting to outsource services is to improve productivity without increasing capital expenditures. The decision to relocate help desk services to third party providers offshore offers a lot of benefits to companies. Some of the related advantages are reduction of overhead and operational expenses due to economies of scale and access to a vast pool of competent and skilled specialists and providers for lower rates.

Outsourcing helps desk support gives businesses more freedom to focus on the core competencies of the company by reducing workloads. Having a third party business partner that can handle help desk tasks of your company is an effective way to provide immediate support to your customers. Outsourcing companies can create custom-tailored processes to meet the needs and requirements of your business. The processes and services that they can provide, along with the aid of the state-of-the-art technologies that they have, can give your company the needed information to identify trends and anticipate the needs of your business.