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IT Help Desk Advice: Do Not Let The Holidays Bring You Frustrations and Headaches

January 25, 2018Manage Servicebenefits of an IT help desk, it help desk, managed services, MSPSystemsNet Administrator

smiling woman help desk during the holiday season

Holiday Help Desk

Today, customers have expectations that many businesses may see as unreasonable. These expectations are seen as even more unreasonable during a holiday break. One of the things you want to avoid doing as a business is letting your customer service fall by the wayside.

The holidays are one of the most important times of the year for any business, and this means your customer service should be at the highest level. If you want to be a bright star in the middle of frustration, confusion, and headaches, you need to have the right support team in order to provide outstanding customer experiences.

Make Plans Early

We recommend that you make plans for the holidays months ahead, preferably two or three months ahead. When you make plans ahead of time, you will be able to set goals that you should be able to obtain. If your business has seen an incredible amount of growth this year, you should certainly plan ahead of time. You can review customer feedback and surveys from previous years in order to get a better idea of what needs to be improved and what can remain the same.

Instill Confidence In Your Customer Service Agents

If you want your customer service agents to deliver outstanding customer service to your customers, you should do your best to instill confidence in all your agents. Remind your agents that you trust them and believe in them. When you have an entire team of customer service agents that can deliver outstanding customer service, you will give your business a competitive advantage over the other businesses in your industry.

Make Sure Customers Are Being Heard

You will receive a variety of messages in your email inbox and social media inboxes. When you receive so many messages at once, your customer service agents may be slowed down. One of the best things you can do is to make sure the customer messages are being assigned to the right it customer service agent. You want the right customer service agent to be assigned to address a particular problem the customer may have.

Allow Customers To Find Answers

Many customers do not always want to call or email a company in order to get an answer. Sometimes customers ask the same questions, and one of the best ways to resolve this issue is to provide an area where the frequently asked questions will be answered. If you provide an area on your social media page or your website that answers the common questions, many of your customers will be able to resolve their own issues with the support page you are providing.

Resolve The Issues In A Reasonable Amount Of Time

When customers have an issue that needs to be resolved, you will want your customer service agents to resolve those issues as soon as possible. You should set goals to deliver quick response times. When you can resolve issues in a quick timeframe, your customers will appreciate the efforts your customer service agents are taking. Your customers will also be assured that you will always deliver support when it is needed.

The holidays will always feel stressful, regardless if you are at home or at work. Thankfully, there are outlets for you to use. When you outsource help desk support, you will not have to worry about any issues regarding the internet, routers, etc. You do not want to be caught off guard with an IT crisis in the middle of the holiday season.

Are you worried about your help desk during the holidays? Please do not hesitate to contact us today for more information on what you can do to avoid a frustrating holiday season.

Do You Know How To Ask The Right Questions During Your IT Help Desk Partner Search?

September 28, 2017Manage Servicebenefits of an IT help desk, it help desk, managed services, MSPSystemsNet Administrator

Questions to ask during your interview process for a new Managed Service provider.

Sometimes, the needs of a company will outgrow their current IT support that they have in-house. When your company outgrows your current IT support solution, you may want to think about investing in a reliable IT help desk. When you make the decision to outsource your IT support needs, you will get the opportunity to enjoy a variety of benefits, including those that you can touch and cannot touch.

Before you agree to the terms of a contract with an IT company, it is important that you do your research thoroughly. You have to fully assess the services of the IT help desk provider so you can make sure it is the perfect fit for your business. If the IT help desk company you are considering has slow service, slow response time, or if you do not have a clear understanding of the service agreement, you will quickly find yourself in a web of problems.

In order for you to avoid any future problems with your IT help desk service, we want you to ask the help desk provider you are considering some of the following questions:

Ask About Their Business

It is important that you start off with the basics before you get into the technical aspects of the business. We want to give you an idea of the type of questions you should ask if you want to find out some basic questions about the IT help desk provider you are considering:

Experience

When a company has been around for a significant amount of time, they will generally have accumulated plenty of skills and experience. Businesses that have been around for years will also have had their share of mistakes that they have eventually corrected, and they will have customers who can provide positive feedback on the company. We want you to find a help desk company that has a great reputation and positive reviews.

Clients

If you want to find out how reputable a company is, they will generally give you a list of their clients so you can contact them and ask questions for yourself. If you are given a list of clients who use this IT help desk company, you should take full advantage of this opportunity. We definitely suggest that you find companies that are similar to yours so you can make a better decision on if the IT help desk partner will be right for your company.

Services

Once you have narrowed down your search, you will need to find the IT help desk company that will deliver you the better service. You will need to work with an IT help desk partner that has the service and features you need for your business.

Scalability

As your company grows, you will probably discover that you need to make changes to your IT infrastructure. When you find a help desk provider that offers the services and features you need, you will find that the help desk provider will be able to meet all of your needs, regardless of what they are and how often they change.

The IT industry is constantly changing, and you are going to need services and hardware that will allow you to successfully keep up with the changes. When your potential IT help desk provider is able to keep up with the technological changes, this gives you the indication that they are willing and able to fully embrace technology and stay current with the trends.

When you can clearly identify the needs of your company, you will be able to get the IT help desk assistance you need. When you ask the right questions during your IT help desk partner search, you will find it easier to narrow down your search to the perfect partner.

The Virtual IT Help Desk: What Is It? What Are Some of the Benefits?

September 3, 2015Manage Servicebenefits of an IT help desk, help desk support, virtual IT help deskSystemsNet Administrator

Virtual IT Help Desks allow customers to receive fast and friendly tech support.

You may have heard of the virtual IT Help Desk, but you may not know what it is, or what the many benefits entail. In this blog, we will go over what having a virtual IT help desk entails, what the benefits of a virtual IT help desk are, and why you should enlist our aid to obtain a virtual IT help desk.

What is a virtual IT Help Desk?

Better known as a remote IT help desk, the virtual IT help desk is one of the most essential parts of an office today. The virtual IT help desk is around 24 hours a day, 7 days a week, to help your office. This will allow all the users to get in touch with a skilled IT tech whenever they want, and to get your questions answered in a quick amount of time.

The virtual IT help desk relies on technology (specifically, software) and the Internet to give your technician access to your computer system. For this reason, your technician doesn’t have to be on-site in order to work for you. Needless to say, outsourcing this resource saves you money…but that’s one of the many benefits of the virtual IT help desk.

The benefits of the virtual IT help desk

A virtual IT team requires the best talent — so you know you’re going to get nothing but the best. When a virtual IT team goes to work, that’s all they work on — they don’t answer phones or do marketing or any other sundry work. They simply work on IT — which means that they’re the best in their field.
A virtual IT team can be assembled from every corner of the world. This means that your team can be available, in varying shifts, 24/7/365.
Because a virtual IT team works on a contract basis, and not in-house, the costs are significantly lower for much more specialized work.
A virtual IT team uses call center software to streamline their work flow…they can handle hundreds, if not thousands, of accounts this way! Talk about efficiency.

Why should you hire a virtual IT help desk?

Here is a list of reasons why you, and your company, should outsource your virtual IT help:

Your overhead costs will be lowered — aside from saving money on payroll, you will be saving money on operations costs, such as utilities and on-site resources.
You can easily scale up — or down — as your company’s needs change without any concern about hiring and/or firing.
IT professionals not only form the perfect help desk, they can actually help your company implement new software, including call center software and CRM software.
Because they’re not in the office with you, there’s no distractions to decrease office productivity. They can literally be on the job all the time, whenever you need them to be.
Because your professionals don’t have to commute to wherever it is you need them to go, they can keep the focus on the job at hand.
Best of all, this is a natural fit for companies who don’t need to keep their employees in the office. This would allow your customers — and your employees — to get a hold of an IT professional at any time.

SystemsNet has been providing businesses with a reliable source for complete network solutions for almost 20 years.

We maintain a staff of highly qualified network specialists, application developers, systems administrators, and ACT! Certified Consultants. Whether you need help desk support, hardware and software support or installation, network troubleshooting, spam filtering, or any other type of IT support, SystemsNet can help.