Tag Archives: #ITSupport

Deliver High-Quality Support To End Users With A Live Answer Help Desk

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Employee working for a company's live answer help desk, wearing a headset to answer calls and solve client's IT issues.

Delivering better customer service with secure and smooth running live answer help desk.

Technology has become an integral part of every business today, and decision-makers have learned that investing in IT will pay off. Just as technology is critical to ensuring effective business operations and processes, IT support services play a critical role in that efficiency as well. Reliable IT support helps you deal with the daily challenges that arise, particularly the challenges surrounding IT solutions and digital hardware.

Poor IT support can cost businesses thousands of dollars each year. Do you have issues with your service provider’s inability to respond quickly to service requests? Does your business interact with an IT support partner whose staff does not have the skillet and experience to utilize help desk applications that can accurately and effectively track support requests?

Your business needs a secure and smooth running system that will allow your teams to focus on the key tasks at hand. So what should you look for in an IT support provider?

Deliver Better Customer Service to End Users With A Live Answer Help Desk

When your end-users are having IT issues, they are immediately going to be stressed by the time they seek assistance from a member of the help desk, and the last thing they want to do is listen to a series of automated voices just to be placed on hold or have the call disconnected. Once your end users have finally connected with someone, the stress level and frustration rise when they are instructed to access a website and navigate through a series of steps, and then wait for a technician to connect to the site.

However, end users can have an entirely different experience when it comes to a Live Answer Help Desk. Key benefits of using a Live Answer Help Desk include the following:

  • Enhanced customer service
  • Faster response times
  • Quicker resolutions
  • Authenticated sense of urgency
  • Minimal disruption and reduced downtime

Customers appreciate being able to call a Live Answer Help Desk and have an available technician who understands how urgent the technical issue is.

Your First Line of IT Support

Instead of getting rid of the idea of providing telephone support and possibly damaging relationships, a Live Answer Help Desk will provide an effective solution that will manage these calls. Built to fulfill the needs of your end users and your business’s current landscape, a Live Answer Help Desk can be utilized to fulfill the needs of your end users.

A help desk needs to be a multi-dimensional resource. The primary function of the help desk is to provide the end user with information and support for a business’s processes, products, and services. A help desk consists of a group of specialized individuals who are capable of resolving issues. The responsibilities of the help desk is to solve all of the possible issues an end user may have and address all questions immediately.

How Can A Live Answer Help Desk Address Security?

Cyberattacks and data breaches continue to be a major challenge for IT support providers. In 2021, hundreds of thousands of businesses were victims of cyberattacks, and billions of confidential and sensitive data were breached. Therefore, it has become critical that providers understand how IT support plays a pivotal role in ensuring that a business’s data and other digital assets are protected.

This means that any sensitive or confidential information that is shared throughout the conversation with a Live Answer Help Desk representative must be kept safe from cybercriminals. An IT support provider should be aware of the necessary steps that are needed to ensure that none of the help desk features and components can be used as a way for malicious actors to infiltrate the system.

When end users call, we answer immediately or users will experience less than 2 minutes to answer hold times. End users will get the best service possible, from experts in the industry. Your tech solutions and systems are critical to your business. Protect your IT investments by choosing an IT services provider that can offer you the help desk support services that your business needs.

Are VoIP Services Included In Your Customer Support Strategy? (Part 2)

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Business woman on the go using her mobile phone to resolve problems with customer support

Having the right tools is key to delivering the best possible service to customers.

In our previous blog, we talked about VoIP services and other features that can be included in a business’s customer support strategy that can be used to provide high-quality services. There are various other features and components that a business can use in call centers and other customer service areas to provide an overall better experience for customers and clients.

Customer Self-Service

Today, many customers appreciate the opportunity to resolve some of their smaller issues on their own without having to call into a help desk. This is why it is becoming important for businesses and organizations to find customer support software that includes self-service options. A self-service option will give your customers the ability to find answers to some of the common problems they are having with a product or service.

Your customers will be able to obtain control over their problems by searching through the self-service option. When customers are having problems that other customers have been able to resolve, the community feature of a self-service customer portal can be very useful. Customers will be able to share their experience with the problem and share details about how they resolved the problem.

A self-service option will be convenient for the customers because they will be able to attempt to resolve the problem at their own speed and at their own pace.

Mobility

We are all aware of how important mobility has become. Customers love being able to use systems and software that do not require them to be sitting in front of a desktop computer in order to access it. Being able to resolve problems while being active and mobile can be a difference-maker for customers. Many of your customers will use your products and your services while they are out of their homes or out of the office, and they will often use the products and services on a mobile device.

If customers are using their devices to access your products and services, the chances are high that they will likely use the mobile device to reach out to you when they need assistance. This is why we recommend using customer support software that will allow customers to contact you through their mobile devices. If customers are accessing what you offer through a mobile device, they should be able to be assisted by your customer support team or access the self-service portal through that same device.

You will need customer support software that will provide you with the ability to notice which customers may need more assistance than others. Unfortunately, many customers do not receive the help they need and they will not contact the customer support team again because they did not receive the help they needed the first time.

Customers will become upset or distressed due to the lack of support. This is why it is a good idea to use various measurements in your customer support software so you can identify the customers who will need your agents to put in additional time and effort to assist those customers.

Customer support software that reports in real-time will allow you to stay in the loop on everything that is going on within your system. It will be easier for you to understand how impactful the features and components are. You will also be able to identify any weak points. Your customer support software will become a cornerstone of your business or organization. It is important that you look for features that will allow you to provide a high level of customer support for your customers.

There are many things you will need to look for when it comes to customer support software, but we hope the features we have shared with you today can give you a better idea of what you should look for while you are on your way to revamping your customer support system.

What features in customer support software do you think your business can use to provide a better customer experience? Contact us today for more information on VoIP service and help desk services.

Are VoIP Services Included In Your Customer Support Strategy? (Part 1)

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Voice-over-IP (VoIP) phones in a row in an office desk

In the service industry, having a VoIP system is critical in providing the best possible customer service.

As more technology and equipment are being added to meet the needs in our personal lives and business lives, the need for greater customer support will continue to be crucial.

The customer support or customer service software you are using will continue to be a vital piece of your success because it is becoming more than a system that assigns tickets to customers. Your customer support software should be an essential asset to your business due to its ability to hold a wealth of customer information.

As you begin to assess your customer-oriented strategies and your processes, there are various features and components you should look for as you begin to make changes to your customer support strategy. What are some of the features you should include in your customer support strategy?

Voice-over-IP(VoIP)

VoIP is one of the most popular tools that can be used to improve the interactions between your business and your clients/customers. With VoIP features on your side, you will have one of the best technologies to boost your customer support. VoIP services will provide your business with the ability to offer high-quality customer service.

Phone calls will always be an important part of customer service. As more businesses begin to use SaaS platforms and others, the impact of voice components will continue to change. This is where VoIP can make its grand entrance. Many businesses are using VoIP services to transfer phone calls, record phone calls, host conference calls, and more during a time where we do not see as many landline devices as we have seen in the past.

VoIP services can be used by businesses in all industries and of all sizes. VoIP will enable you to be available to your clients and customers at all times and respond in a timely manner. With VoIP features, you will be able to direct phone calls to the proper department in a timely manner. If your business performs in multiple areas across the globe, VoIP will be flexible enough to support all of your teams.

Ticketing System

What would the perfect customer support software for your business or organization consist of? Would it consist of a solution that would offer an effective way to manage tickets? Would it consist of a solution that would allow you to effectively interact with your customers? Did you know that an inbuilt ticketing system can be a mix of both of these features?

Yes, you can have a solution that will allow you to create customer support tickets through more than one channel. After the tickets have been created, you will be able to present the customer support tickets to your agents. As a result, you will see a decrease in the amount of time it takes to resolve the support tickets. When it does not take a significant amount of time to resolve one support ticket, your agents will be able to move on to the next ticket in a reasonable amount of time.

One of the most powerful tools you can have in your customer support software is what we refer to as tagging. When you have tags as a feature in your customer support software, you will be able to easily add more data to your tickets. After you have loaded the tickets with supplemental data, you will be able to customize workflow with the data you have loaded.

When a new ticket is loaded into your customer support system, the words that you have listed in the description will go through the system. Your customer support software will have the ability to scan each description that you have created and make a comparison to any tag that has previously been used. When the system locates the best matches for the tag, the new tags will be added to the ticket description.

For more information on VoIP services and other features that can impact your customer support strategy, please do not hesitate to contact us today.

Stay tuned for the second part of this blog that will address additional factors and components that can be included in your customer support strategy.

IT Help Desk: Facing Your Customer Support Challenges (Part 2)

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Confident female operator with a headset is working with colleagues at desk in an IT help desk call center

Having a team of IT Specialists available, allows an MSP to handle complex problems with ease

In our previous blog post, we discussed customer service and some of the issues that can arise during your attempt to provide the highest level of customer service. We discussed the importance of having a system in place that can help your customer support team address some of the common customer support problems you may have in your workplace.

The key issue we discussed in the previous blog was the lack of data reports. Due to the variety of data that your business or organization collects on a daily basis, you will need to be able to maintain the data that you are generating. The right IT help desk system will allow you to collect the data you need and generate reports that will allow you to analyze the data.

Another issue that you may face on a regular basis is the amount of time it takes to resolve a customer’s problem. If you are discovering that your customers are not satisfied with the resolution time, what can you do to deliver a faster response time?

Customer Support Problem #2: Issues Take Too Long To Be Resolved

Today’s customers expect their problems to be resolved in a timely manner and many customers do not want to accept a slow resolution time. Many customers will not accept that there were errors or other problems as it relates to internal problems. Your customers will want an answer to their problems and they will want it quickly.

If your customer support team does not have the proper tools to assist them, everyone on your team will struggle to resolve the problems your customers are facing. Your customers do not want to be consistently told that their issue is being transferred to someone else on the support team. If your customer support team is constantly struggling with who should be responsible for a specific ticket, you will need to reevaluate your internal processes.

Solution #2: Improve Internal Flow

Have you set aside any expectations and goals you want to have for your business? Once you establish the particular goals you want to have in your business, you will be able to share those goals with your customers so you can inform them of the expectations you have for them. When members of your support team fail to meet the expectations and goals you have set you can ensure they are aware that they did not meet the goals.

You want everyone on your support team to be on the right page so your entire business will not be set up for failure. Everyone needs the proper resources and tools to effectively identify the purpose of a ticket being created and what can be done to resolve the problem. Everyone on your team should be aware of their responsibilities and the responsibilities of their team members.

When you have an effective process in place, all members of your support team will be able to meet the team goals and the individual goals that have been set for them. When you want to meet the goals you have set for your business and the goals you have set for your team, we encourage you to face your challenges from the start. Using the right metrics and indicators will give you a better chance at success in 2020, in addition to using the right help desk and customer support software.

We understand that customer support is not predictable because your customer support team has no idea what type of problems customers will experience on a daily basis. At SystemsNet, we understand the importance of an effective IT help desk and tools that can be used to improve customer service.

For more information on how an effective IT help desk can be used to solve the customer support or customer service issues you have been facing, please do not hesitate to contact us today.