Help Desk Services

Scale Your Customer Support With Our 24-Hour Help Desk Team


Our team of professional call center agents are trained to provide your customers with technical support around the clock, 365 days a year.



Deliver superior customer service with 24/7 technical support

Help desk centers on answering customer’s questions and resolving users’ issues to your organization's products and services.

Our help desk agents can be your customer’s first point of contact to help resolve issues and other help desk functions.

Common help desk tasks include:

  • Log Clients Issues
  • Provide Updates
  • Ticket Logging
  • Troubleshooting
  • Escalation
  • And more.

Call Filtering

Ensure your team is maximizing their time by filtering out unwanted calls by our agents qualifying each caller.

After Hours Customer Support

Does your organization need assistance after business hours? We answer the call when your day is over.

Call Overflow Managing

Experiencing large spikes in call volume? Call overflow ensures you never miss another phone call again.

24-hour Customer Support

For companies needing around the clock support, our team is available 24/7/365 to support your customers.


Benefits of Our Call Center Services


  • We do not outsource and all of our agents are onsite in our Chicago call center.
  • Our call center operates 24/7/365, weekends and holidays included-we never close.
  • Billing is simple and designed to save you money by only charging for live agent talk time.
  • There is always management onsite even during after-hour operations.
  • Your calls are only answered by an agent trained on your processes and software.

How It Works

Unicom leverages 30 years of call center knowledge to deliver a reliable and postive customer experience.

Planning

High-quality customer service requires each step of your process to be analyzed and documented. We work with you to gather all your requirements and ensure your processes are optimized to deliver the best results.

Custom Solutions

Each organization has its own unique processes. From custom workflows to API integrations, our call center developers are ready to assist in implementing your custom solution. Please ask for more details about implementing a customer solution.

Training

Before our help desk agents receive a single phone call, we develop a personalized training program for your processes and software applications. Only agents that have been trained on our processes and applications will answer your calls.

Monitoring

nce we begin to receive calls, service desk managers review calls daily to ensure your processes are adhered to and Unicom’s high standard of service is met. You will receive reporting to help you monitor the success of your help desk.

We Can Use Your Help Desk Solutions

To create a smooth and reliable integration with your help desk, we train our agents to utilize your service desk solutions and software.

Our agents are trained on popular ticketing management systems including Freshdesk, Help Scout, Team Support, Zendesk, Zoho Desk, Kustomer, Happy Fox, Salesforce, Solarwinds, Teamwork, and more.

Do you have a custom help desk software?


No worries, we can train our agents to use your software.

Success Story: Help Desk Services for Nationwide Voice and Data Company

A top voice and data company required support for their help desk during after hours and on the weekend.


A strategic goal of the company was to improve its customer service level by offering 24/7 support. During the week they were able to handle calls during regular business hours.


Each step of the process was documented and refined in coordination between Unicom’s leadership and key stakeholders of the voice and data company.


Our agents were trained to provide tier one support and were tasked to report incidents, manage tickets in the company’s custom ticketing system, and escalate issues according to established protocols.


We are proud to be their partner in supporting their help desk services.
 
 

Frequenly Asked Questions

Get answers to the most questions related to group messaging.

 

 
1Does Unicom use remote help desk agents?
No. All of our team members are centrally located in our Chicago call center. There are 4 reasons we do not use remote agents:
  • Our call center is HIPAA compliant, which requires Unicom to keep secure sensitive information.
  • A professional environment reduces interruptions and background noise.
  • It allows us to build a positive company culture and ultimately strong team unity.
  • Real-time management oversight during each shift.
2How are service fees calculated?
You pay ONLY for the time a Unicom Agent is speaking with your caller or completing a task in your account. There are no additional ‘ghost’ fees, taxes, surcharge, account maintenance.
3How long does it take to get started?
Implement time depends on the complexity of your processes. We have successfully onboarded companies in less than 24 hours. While other implementations require more time to ensure processes and technology are in place before we begin to receive calls.
4Is a contract required?
No. We do not bind clients to us with contracts. You are free to leave Unicom at any time with no penalties, fees or encumbrances enacted. Since 1990, our growth and stability have been built on long term relationships with valued clients.

Scale your help desk with ease.

Try Us. A Help Desk Call Center gives you the ability to scale your help desk on demand.

Coronavirus Announcement: We are providing special pricing to help businesses during this difficult time.Learn More
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