A help desk is the department in control of answering all technical questions for the end users. Customers expect a timely and effective solution to the problems they encounter with your product, and the quality of this service can determine overall customer satisfaction. There are alternatives to providing help desk support, like FAQ’s, tutorials, video sessions, and e-mail forms that typically request you wait 24-48 hours before assistance – but will these results help you retain customers?
At AVATAR Computing, in Worcester, MA, we provide a U.S. based, single point of contact for consumers to access resolutions and knowledge. Customer satisfaction typically rises when you stay away from internal help desk solutions, as they often take longer to respond and lack that technical expertise. Remote assistance is a luxury, and the ability to train staff members over the phone proves to be very valuable. Certain packages even include off hour and weekend support, or emergency assistance, and these provide the ultimate peace of mind for an owner. Outsourcing your help desk gives your employees the ability to focus on growing the business, while avoiding the costly results of downtime.
Other than efficiency and uptime, your third-party IT company delivers a systematic approach to technology. Having your business monitored by tech experts provides a much-needed security, through constant maintenance and patch updates. Protection is the key, and having this support gives your company the ability to be proactive, rather than reactive.
Becoming proactive begins with the setup of the help desk support – fixed pricing, lower costs and a quicker response time. Your IT provider will have access to everything from workstations, tablets, printers and scanners, and will track and log the history of these devices. This data will help them to realize when errors will occur, and time out the troubleshooting process.
An IT response center uses a ticketing process to log the issues, which gives them the ability to assign and prioritize the issues at hand. The beauty of outsourcing this effort is the connected intelligence – the thought that there is no problem too big to be solved. An internal IT team has limited resources and knowledge, and may fail to solve a problem they have not seen before. The difference in a third- party solution is the amount of different problem solvers attempting to fix the issue. So, is your company successfully managing customer support, or is an IT help desk the right solution for you?