[Nuances of IT customer support outsourcing, reasons for and against it]

Outsourced IT support

Outsourcing IT support is a tricky task, and most tech companies prefer to keep this in-house. And no wonder - the agents must be tech-savvy, and most probably acquire programming skills. However, keeping this department in-house has definite drawbacks.
tech support salaries
High salaries

Tech support agents kept in-house will require a high salary payment. And no wonder - their tech expertise is solid, there's no opportunity to cut costs here.
business growth
Lack of financing

Small and medium sized businesses can find themselves in an unpleasant situation of financial instability. By moving their IT support department to outsource they free up money that can be invested into company growth.
      response time
      Low response time

      In-house IT support agents are most probably not only doing customer support - they multitask. This situation is typical for small and medium companies, and it leads to a very well known problem of IT support in general - low response time. Client requests can be left unanswered for days simply because the IT support does not have enough time to process them.
      customer support meme
      It all comes to balancing out all pros and cons, and choosing the best option in each and every case. Outsourced IT support has its difficulties, which can appear challenging. First and foremost, it's quality control. When you turn to a remote partner, you have to make sure he is willing to learn the specifics of your business (and is capable of understanding tech details). It's going to be a long learning process. Onboarding on such projects takes about 3 months, if not more. Another difficulty you'll quickly run into is a necessity to cover difficult and complex cases. There will always be clients who run into unique and complicated issues, and only your in-house developers can help with those unicorns.
          However, you should not be afraid to consider outsourced it support. It can be a very effective solution for small and medium businesses. What's extremely important - you can delegate (partially or fully) hiring and training of new support agents to your remote partner. So when the business grows, your IT support department will always adapt and be ready to handle increased workload.