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Tag Archives: help desk

Keeping Your Help Desk Online with Managed IT Services

December 14, 2017Manage Servicehelp desk, IT managed service provider, IT support, MSPSystemsNet Administrator

Managed IT services providing support vector man and woman with headsets and chat bubbles

Communication is key in providing support to customers

For a modern online company, whether you offer software as a service or sell shoes through an e-commerce portal, the help desk is a vital part of nurturing customer relationships. When a customer has a problem or a question, you need to be ready and available or risk creating a breach in your comprehensive policy of customer support. For this reason, your business software suite and network access are vitally important. The quality, reliability, and integrity of your CRM and maintenance of your help desk computer systems can make the difference between a happy customer with a growing sense of brand loyalty and one that feels disconnected enough to seek a new vendor. Managed IT services can provide both broad support and detailed repairs the moment your system shows signs of faltering, ensuring that your help desk stays online and your customers remain satisfied.

Open Communication Channels

The time in which customers either called on the phone or arrived in person with their questions now seems like the distant past. There are now a dozen or more possible ways a client can contact your helpdesk, from social media posts to email and online chat services. Phone calls are still a big part of the customer service package, but these days it’s often done with VOIP instead of conventional phone lines. A managed IT service will help you monitor every avenue for communication and repair them if even a single one goes down. From your chat program to your phone system, you can rely on IT professionals to keep you connected and available.

Fast Service Resolution

Losing connection to the internet may be an irritating hassle at home, but for a help desk office, it can be disastrous. Whether you’ve got one machine that’s started refusing connections or the whole floor goes inexplicably offline, a managed IT service will notice immediately and work at lightning speed to diagnose the problem and get you back online. They will work with your in-house technicians, get on the phone with your ISP, and even send their own people to your building to see if the problem can be found from there. Whatever it takes to restore your internet services, your IT team will provide quickly and efficiently to minimize your downtime.

Managed Network Protection

The best problems are the kind that don’t happen at all. You can always spot a high quality managed IT service when they take the time to monitor your network for early warning signs. By keeping a watchful eye on network activity and data access, your remote IT team and local techs can work together to prevent major issues before they happen. When this is paired with a strong firewall and a comprehensive malware detection system, you have cut off most of the common causes of major network failure. Your customers and support technicians will appreciate the seamless connection that never drops calls and always customer data that is always available when it’s needed.

Best Practices Advice

There are some things only experienced technicians know about computers that can significantly increase the performance, usefulness, and lifespan of your help desk systems. One of the best ways to avoid inconvenient downtime is by taking good care of your machines, keeping your software updated, and maintaining your firewall security. A managed IT service that offers personalized advice can help you make the most of your help desk computer systems and prevent problems in the future.

When your helpdesk is offline you are disconnected from your customers in a way they feel and respond to. In order to minimize downtime and keep your computer systems in the best possible shape for customer assistance, contact us today and we’ll help you find the right managed IT service for your business.

Improving Your Live Answer Help Desk

February 10, 2017Manage Servicecustomer support, help desk, live answerSystemsNet Administrator

There is always room for improvement when it comes to customer interaction and support

In the industry, businesses are always looking for new ways to reach out to their customers. With the advancements in technology, for example, more businesses are becoming virtual, and have even resorted to using social media as an outlet. Websites like Facebook, have become a great business tool for many companies. Aside from being able to share unique video content, it’s also a place where you can build a large audience. Through the use of feedback and online surveys, you get to know everyone’s likes and dislikes, among other things.

With that said, what are some other ways businesses are reaching out to their customers? In today’s age of fast paced tech, many companies now use a live answer help desk. A great way to interact with your customers, one of its greatest benefits, is how instantaneous it is. Many of us want the answers to our questions now, and a help desk gets you in touch with someone right off the bat. No longer do you have to call a business and wait twenty minutes for a representative.

However, as useful as help desks have been in the workplace, are businesses really using them to their fullest potential? Perhaps some companies only know the basics of it. After all, there’s always room for improvement, no matter how skilled you think you are. What are some ways you can make better use of your help desk, especially when interacting with customers? Overall, here are some things to consider.

#1. Show Personality When Chatting

When you’re chatting with a customer via the help desk, he/she can’t see your face. With that said, use it as an opportunity to show some personality. Also, avoid saying anything which might come off as unintentionally rude or off-putting. When it comes to online communication, a major deciding factor has always been whether we see the other person’s face. Take social media, for example. Many conversations are taken out of content because the dialogue or humor doesn’t translate well through text. Going back to the personality aspect, be sure you’re not responding to the customer in a robotic way. Many questions are certainly scripted in nature, but remember that as humans beings, we’re social creatures. Your customer will appreciate it when they feel like they’re talking to a human being.

#2. Determine The Best Hours

Another way to improve your live answer help desk, is by determining the hours that your customers will be most active. Remember, the customers don’t always have to come to you. If anything, try engaging them first. For example, if you notice one of your customers browsing the business site, feel free to engage them and even ask if there’s anything you can do to help. Many customers appreciate it when you come to them, because you’re showing interest in their curiosity. As I mentioned earlier, though, determine the best hours for engaging them. For example, try engaging your customers shortly after the business opens, and when everyone’s ready to start their day.

#3. Train Your Employees

Lastly, one of the best ways to improve your live answer help desk, is by training your employees. After all, they’re the ones who will be interacting with all the customers. What’s important to remember when training them, though, is that their interactions with potential customers will generally be different than if they were speaking to a customer in person. Be sure to remember that there’s a barrier of communication when live chat is involved. For example, tone and expression are a large part of communication, but all that is lost during live chat. After all, the only thing you and the customer see are boxes of dialogue. Make sure your employees know the difference between how to handle a customer face-to-face, and how to do so via chat.

For more information about ways in which you can improve your live answer help desk, feel free to contact us today at SystemsNet. We look forward to hearing from you, and assisting you in the best way possible.

Why Your Business Needs a Live Answer Help Desk

January 12, 2017Manage Servicecustomer service, help desk, live answer helpSystemsNet Administrator

Using a live answer help desk can improve both customer interaction and satisfaction

One thing that’s interesting about working in businesses, is that there’s always room for improvement. Not just in terms of upgrading your technology, but in relation to customer interactions as well. First of all, let’s look at the former. In terms of technology, let’s say that you’re using a flash drive for storing all your info. While this a great tool that’s portable to boot, have you thought about other methods of storing your data? After all, considering how unpredictable disasters can be in the workplace, contingency plans are always important. As a second option, cloud computing would be very valuable as well.

Now let’s look at the latter. How can you not only improve your customer interactions, but their satisfaction as well? If nothing else, have you considered using a live answer help desk for your business? The key to a successful company is to keep your customers happy, as they’re the heart and soul of your business. With live chat support on your website, your customers will be able to reach you at the blink of an eye. Overall, here are some advantages to having a live answer help desk.

#1. Satisfied Customers

Remember how I mentioned that keeping your customers happy, is all part of a successful business? A live answer help desk is great because it satisfies the customers needs immediately. In this day and age of social media and fast paced technology, we want answers to our questions now. It can be frustrating trying to call a business to resolve an issue, only to be put on hold for up to an hour. Not to mention that even though most businesses have a direct email, you might not always get an immediate response. After all, businesses often receive hundreds of customer concerns, and yours might just get lost in the pile. With a live answer help desk, however, any problems or concerns you have are quickly and easily resolved. Not to mention the business agent isn’t dealing with other customers, as they’re focused on you and you only. For example, let’s say that you’re relatively new to the business website, and you’re wondering how to operate. You don’t have to learn yourself, or wait for someone on the phone to guide you. An associate via the help desk could give you all the assistance you need.

#2. Improves Your Business Reputation

Not only are businesses very competitive, but they’re always looking for ways to improve their reputation. Not to mention give themselves the advantage over other companies. With that said, having a live answer help desk is great for this. When it comes to the former, how does a help desk improve your reputation? First of all, when your customers see that they’re able to get an immediate response from your company, there’s a chance they’ll go and tell others about it. After all, word of mouth is effective, and this could bring in more potential customers in the long run. As for the latter, a help desk gives you the advantage over companies that lack one. After all, you’re able to reach, respond to, and bring in customers more quickly.

#3. Customers Can Give Useful Feedback

Another benefit of having a live answer help desk, is that in the long run, it allows you to use all customer feedback to your advantage. Remember, during the end of most chat sessions, the customer is asked if there’s anything else that can be done for them. Not to mention they’re often given an optional survey that asks about the satisfaction of the service. The business can use this survey feedback and any concerns to not only improve their business, but the way they interact with their customers as well.

Between giving your customers an immediate response, improving your business reputation, and getting useful feedback from customers, these are some advantages of having a live answer help desk. Have you considered using one for your business? For more information, feel free to contact us today at SystemsNet. We look forward to hearing from you, and assisting you in the best way possible.