Help Desk Answering Services: Your First Step Towards Better Customer Relations

What is IT Help Desk?

Editor’s Note: This article was originally published on January 17th, 2017, and has been completely revamped and updated for accuracy and comprehensiveness.

According to EmailAnalytics, excellent customer service can generate a revenue increase of $823 million over three years for a company with $1 billion in annual revenues. Research on the value of customer experience shows that 90% of Americans decide whether to do business with a company based on their customer service experience. That same research states that customer experience also impacts the decision to purchase since consumers spend up to 17% more if they’ve received excellent customer service.

IT help desk answering services are at the forefront of this dynamic, offering round-the-clock support to ensure every customer interaction is handled with care and precision.

Here’s what we’ll cover:

  • The Critical Role of IT Help Desk Services: How they impact modern business operations and customer satisfaction.
  • Benefits of Utilizing Professional Answering Services: From cost savings to improved service quality.
  • How to Improve Customer ExperienceStrategies and tips to ensure 100% customer satisfaction.
  • The Unicom Advantage: Discover how Unicom stands out with its superior help desk and telephone answering service offerings.

Feeback from Customer Support Experience

What Is an IT Help Desk Service?

IT help desk answering services represent a specialized customer support branch, focusing primarily on resolving technical issues, managing IT tickets, and providing immediate technical assistance.

This service model leverages a combination of highly trained personnel, advanced technological tools, and efficient communication systems to deliver support for software, hardware, and networking queries. A key component includes managing incoming calls and ensuring issues are escalated and resolved by the correct technical support team members, reflecting a commitment to high-quality customer care.

Furthermore, today’s IT help desk services are more than just answering calls; they incorporate comprehensive communication platforms that include chat messages, email handling, and even social media support. These platforms help facilitate a smoother ticket lifecycle and quicker resolution times, which are essential for maintaining customer satisfaction levels. According to Salesforce, 75% of customers expect consistent experiences across multiple channels (phone, email, online), and 73% are likely to switch brands if they don’t get it.

What Customers Expect from Your Help Desk?

The consumer-company relationship has been shifting through the years, mostly because of how technology has evolved and the access people have to it. Customers expect more and more from companies, as they want everything to be answered and solved immediately.

Almost 70% of customers stated that when they have called a help desk, they have been left on hold for too long. One of the expectations customers have is to be heard. 60% of the customers abandon a company and go to a competitor when they feel they have not been heard.

Moreover, customers require companies to be online. They expect for every company to have an online site, and social media accounts they can access and interact with whenever they need to. Lastly, customers expect a high help desk service level and desk support. They want to feel relevant, have a voice, be helped, and receive solutions quickly.

Curious to learn more about the IT help desk and their role?  You might find this helpful: What’s the Role of Technical Support in Business?

Let’s summarize what customers expect from your help desk:

  • Quick response time
  • To be heard
  • Not to be on hold for too long
  • Have an online presence
  • Clear communication

Solvig Questions from Customers

Benefits of Implementing Help Desk Answering Services

Help desk answering services are not just a support function; they are a strategic asset that enhances customer satisfaction, addresses immediate issues, and supports business scalability. Let’s explore the multifaceted benefits of these services.

24/7 Availability: Enhanced Customer Satisfaction

The modern consumer expects service on their schedule, which often means 24/7 availability. Round-the-clock help desk services ensure that whenever a customer calls, whether it’s during business hours, late at night, or over the weekend, they receive immediate assistance. This level of constant availability significantly boosts customer satisfaction by providing them with peace of mind and resolutions when they need them the most.

First Contact Resolution: Solving Issues on the First Call

First contact resolution (FCR) is crucial in enhancing customer satisfaction and reducing operational costs. Businesses that achieve a high FCR rate experience lower cost per contact compared to those with lower resolution rates. Help desk answering services are equipped to handle a variety of inquiries, from simple questions to complex technical issues, ensuring that most are resolved on the first call.

Multilingual Support: Catering to a Global Audience

In our global economy, businesses often serve customers from different linguistic backgrounds. Multilingual support removes language barriers, allowing companies to expand their reach and cater to a broader audience. According to a Common Sense Advisory survey, 75% of consumers are more likely to purchase from a company that offers customer support in their native language.

Scalability: Adapting to Business Growth and Seasonal Fluctuations

As businesses grow, so does the volume and complexity of customer inquiries. Scalability is a critical feature of professional help desk services, which can adjust resources to match demand without compromising the quality of service. Companies that scale their customer service operations effectively see an increase in customer loyalty rates over time.

Efficient Resolution: Increased Customer Recovery

It’s a given: even the largest, most reputable corporations have irate customers – dissatisfied or frustrated customers. When IT issues disrupt normal business operations or customer usage, the support team’s ability to swiftly and competently resolve these issues is crucial. Furthermore, a strong recovery process via a skilled IT help desk can transform a potentially negative customer experience into a positive one, reinforcing trust and loyalty. In addition, by ensuring consistent and reliable IT support, businesses can significantly reduce the cost associated with customer churn.

Want to learn more about dealing with angry customers? You’ll find 15 Customer Service Tips for Dealing with Angry Callers helpful.

Customer needing help

Happier Workforce: More Productive Workforce

Constantly having to deal with angry customers can dampen anyone’s mood. And this can happen a lot to your team when you don’t have an expert customer support staff. The dedication of an IT support desk helps you boost customer satisfaction and reduce the number of irate clients. With soft skills that allow them to calm even the angriest of callers, your business will have a lower dissatisfaction rate and higher positive reviews. As a result, your entire workforce’s morale and motivation improve. Your people will then feel more compelled to perform better, which ultimately results in increased productivity.

Strategic Advantages of Help Desk Answering Services

Implementing a professional help desk answering service provides businesses with a robust solution to enhance customer relations, address issues efficiently, and scale operations seamlessly. These services not only improve the customer experience by ensuring constant availability, high-quality multilingual support, and first-contact resolution but also offer a competitive edge by adapting quickly to changes in demand. In an era where excellent customer service is synonymous with the success of a business, investing in advanced help desk solutions is a wise and necessary strategy for growth.

Key Features of Effective Help Desk Answering Services

Modern help desk services are equipped with several key features that ensure they not only meet but exceed customer expectations. Below, we delve into these essential attributes:

  • Integration with Existing CRM Systems: Effective help desk services are seamlessly integrated with existing Customer Relationship Management (CRM) systems. This integration is crucial as it ensures that every customer interaction is logged, monitored, and analyzed for continuous improvement. According to Salesforce, businesses that employ CRM solutions see an increase in sales by up to 29%, sales productivity by up to 34%, and accuracy in sales forecasting by 42%.
  • Use of Advanced Technologies: Artificial Intelligence (AI) and machine learning enhance the efficiency of service delivery and improve the accuracy of issue resolution and the overall customer experience. For instance, AI-powered chatbots can handle routine inquiries without human intervention, freeing up agents to tackle more complex issues. Gartner reports that 91% of organizations are planning to deploy AI within the next three years. This shift reduces operational costs and meets customers’ growing preference for quick, self-service solutions.
  • Training and Expertise of Help Desk AgentsComprehensive training programs are essential to equip help desk agents with the necessary tools to handle a wide range of issues, including technical problems, appointment scheduling, and customer queries. According to a report by American Express, 62% of customers say that a representative’s knowledge and resourcefulness play a key role in their perception of the service quality.

The Impact of Effective Help Desk Features on Customer Satisfaction

These features not only ensure efficient operation but also significantly enhance the customer experience, driving higher satisfaction levels and fostering long-term loyalty. As businesses continue to evolve in this digital age, investing in these powerful service capabilities becomes essential for staying competitive in a demanding market.

How to Improve Your IT Help Desk Services

Service agents need to provide more than technical support, so they need to receive the necessary training. Here are some essential skills help desk service and virtual receptionists working in the IT sector should possess:

  • Technical Proficiency and Problem-Solving: IT help desk agents must possess a deep understanding of technical issues and the ability to troubleshoot them effectively. This expertise not only speeds up resolution times but also helps in handling complex or urgent technical calls efficiently.
  • Strong Communication Skills: Agents must be able to explain technical solutions in simple terms and ensure clear, concise interactions. This skill is vital, as one of the most important elements that lead to a happy customer service experience is a clear articulation of a problem’s solution.
  • Empathy and Customer-Centric Attitude: Being able to understand and relate to a customer’s frustration helps in providing more personalized care. Many consumers say they would stop doing business with a company due to a lack of empathy.
  • Multitasking Abilities: Help desk agents often handle multiple queries at once—from inbound calls to logging issues and appointment scheduling. The ability to multitask effectively ensures that all customer queries are addressed promptly, contributing to overall satisfaction.

Here are a few more tips to help you achieve 100% customer satisfaction:

  • Handle the requests promptly.
  • Keep your caller informed. Have agents explain what they are doing and why.
  • Agents should talk as if they were in a conversation and not reading a script.
  • Write detailed support tickets with information useful in case there is a second call.
  • Use the whole team to speed up the resolution.
  • Define the goals for the help desk.
  • Use metrics to boost service agents.
  • Have agents take ownership of each case to ensure a quicker solution.
  • Train all service agents consistently, and keep them updated with the latest technologies.

Looking for even more tips? Check out 5 Help Desk Statistics to Help You Improve Customer Experience and Increase Sales.

Features of an IT Help Desk

Should You Outsource Your Help Desk Team?

Deciding whether to outsource your help desk team is a significant strategic decision that can affect various aspects of your business, from customer satisfaction to operational efficiency. Here’s a concise exploration of the reasons you might choose to outsource this crucial function:

  • Capability to track all incoming incidents.
  • Functions as Single Point of Contact (SPOC) for IT support.
  • Focus on the issues of end-users.
  • Easy to use and collaborative.
  • Keeps a database with the reported incidents and procedures followed.
  • Creates reports, including the number of incidents and the time required to fix the issue.
  • Supported by outside specialty groups, in cases of higher-degree issues.

Have you decided to outsource your help desk? You’ll want to discover our Outsourcing Help Desk Tips.

Outsourcing your help desk can offer significant advantages, especially for businesses looking to scale quickly and efficiently. By choosing a reputable provider and setting clear performance metrics, you can maximize the benefits and improve customer satisfaction.

How Much Does It Cost to Outsource Help Desk Support Services?

Pricing for live answering services varies depending on the needs of your business. Typically, a live answering service offers four types of pricing models. Each one includes different charges, depending on the provider.

The four types of pricing are:

  • Pay by the minute: Pay only for what the company uses. Get the details about how your provider calculates the call time.
  • Pay per call: Pay a flat rate for each call received. Using this plan, your minutes won’t matter anymore.
  • Monthly fees: Getting charged a monthly fee or having a subscription. Usually, this plan sets some calling minutes per billing cycle.
  • Tiered pricing: With this plan, providers offer tiered pricing for different service levels. The higher the level, the higher the cost.

After determining which pricing model best fits your business goals, you should ensure you understand your call center cost metrics. You must discuss every detail with the call center company no matter your plan of choice.

The Unicom Advantage: Excellence in Customer Support Services

Having an efficient help desk brings many benefits to your business, making it indispensable for providing first-contact resolution. Not only it improves customer satisfaction, but also the quality of your service and products.

Unicom stands as a leading provider in the sphere of customer support, offering a comprehensive array of services including 24/7 call center capabilities, expert help desk support, advanced answering services, and dynamic virtual receptionists.

Serving a diverse range of industries, Unicom is dedicated to elevating the customer service experience, utilizing state-of-the-art technology and a highly trained professional team to deliver seamless support around the clock.

Experience the Unicom Difference Today

Whether you’re looking to streamline your customer service operations, enhance customer satisfaction, or expand your support capabilities, Unicom has the expertise and technology to make it happen.

Contact us now for a personalized consultation or request a quote and see firsthand how our services can transform your customer support framework. Visit our website or reach out directly to embark on your journey towards exceptional customer service with Unicom.

Devin Bailey
Devin Bailey
I've been in the call center industry for over a decade. A big part of my job is educating businesses on the role telecommunications and outsourced task procedures can play for their business. Understanding their processes is critical to verify and implement the right services. When I am not in front of clients I manage the technological infrastructure in the call center.