Help Desk Answering Service
Provide Best in Class Technical Support To Every Caller
Our team of professional call center agents is trained to provide your customers with technical support around the clock, 365 days a year.
Deliver Superior Customer Care with 24 Hour Call Support
A help desk focused on answering customer questions and resolving any issues they experience with your organization’s products or services.
Our help desk agents will be your customers’ first point of contact to help resolve issues and perform other help desk functions.
Common technical support tasks include:
- Telephone Answering
- Client Issue Logging
- Provide Updates
- Ticket Logging
- Troubleshooting
- Escalation
- And more.
Expert Help Desk Answering Service for Superior Customer Satisfaction
Whether you need us to be the first point of contact when call volume spikes or you are looking for virtual receptionists who are always on-call, we are here for you. Choose the level of help desk support that best fits your business needs and never worry again about customer support tickets.
Call Filtering
Ensure your team is focusing on business growth and making the most of their time by filtering out unwanted calls. Our team of expert agents knows how to qualify each caller and sends through only inbound calls that genuinely demand a response from your team.
Support Calls After Hours
Does your organization need support call answering after business hours? We answer calls when your day is over. Our team provides an exceptional 24/7/365 telephone answering service, so you don't have to worry about missed telephone calls and ensure excellent customer service.
Call Overflow Managing
Experiencing large spikes in call volume? Call overflow guarantees you never miss another phone call again. We provide customer support options with a personal touch to ensure you deliver the level of service your customers expect, even during the busiest of times.
24-hour Live Answering Service
Companies that need around-the-clock support get access to 24/7/365 support to benefit from uninterrupted customer communication. You will be working with a team of friendly virtual receptionists ready to provide around-the-clock help desk solutions for technology companies.
Benefits of Our Help Desk Call Center Solutions
- 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 on-site, even during after-hours operations.
- Your calls are only answered by an agent trained on your processes and software.
How Our Professional Answering Service Works
Unicom leverages 30 years of call center knowledge to deliver a reliable and positive customer experience. Our extensive background in customer service and skilled customer service representatives have helped Unicom become one of the best professional answering services for businesses of all sizes.
Planning
One of the most important steps of the implementation is learning your process. We'll work closely to meticulously document it so that our agents can deliver the results you and your clients expect.
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 customizable options. Please ask for more details about implementing a customer solution.
Training
Before our receptionists receive the first phone call, we develop a personalized training program for your processes and software applications and provide them with custom call scripts as per your requirements. Only agents who have been trained on your processes and applications will answer your calls.
Monitoring
Once 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 regular reports to monitor the success of your help desk services process.
Our Virtual Receptionists Can Use Your Help Desk Software
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 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 live call answering service. During regular business hours, the call handling was managed in-house by the client's team.
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.
Frequently Asked Questions
Get answers to the most questions related to our Help Desk Answering Service.
Innovative solutions – logically applied.
With Unicom’s 100% customizable solutions there are no constraints. Tell us about your needs and requirements. Our systems are robust and flexible and our operations staff knowledgeable. We structure your account to support your unique business processes. Procedures and protocols will be delineated with clarity to ensure smooth implementation and promote efficient use of Agent assisted time.
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. We do not have a sales staff hurriedly soliciting new clients as frustrated clients terminate service. Our clients stay with us not because they are obligated to but because we strive to provide the best answering service. Our degree of knowledge, skill, and service is consistent and dependable.
All of our call answering service plans provide 24 x 7 x 365 Live Agent telephone answering and assistance, inbound and outbound.
We are here when you need us and standing by when you don’t.
During office hours, after office hours, overflow calls during unexpected spikes inactivity. Live answering is always there for the caller.
When you are understaffed, and struggle to answer calls. During lunchtime, meetings, nights, weekends, holidays, sudden unforeseen events, business interruptions, power or phone outages, severe weather, no matter the issue – at no additional charge.
Unicom has you covered – on-demand communication continuity – at NO additional cost.
3 primary factors affect activation time: the type of support you choose; the amount of your information to be programmed; Agent training; testing account technical functions.
Professional Starter 1 business day after we receive your completed Account Information Form.
Custom Solutions Small to Mid-sized: Generally 3 business days or less Your protocols, procedures, account information, instructions, contact lists are already compiled.
Mid-sized to Large Activation time varies – should you have a short but definite timeline – we will meet it.
Reliable Help Desk Service in Chicago: Never Miss a Call
Try Us. Our Help Desk Call Center solutions allow you to scale your call answering help desk service on demand. Work with our customer center support call specialists and deliver world-class customer service.