Help Desk Answering Service
Scale Your Customer Support With Our 24 Hours a Day Help Desk Team
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 24/7 tech 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:
- Telephone Answering
- Log Clients Issues
- Provide Updates
- Ticket Logging
- Troubleshooting
- Escalation
- And more.
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 can ensure excellent customer service, 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 incoming calls that genuinely demand a response from your team.
After Hours Customer Support
Does your organization need assistance after business hours? We answer the call when your day is over. Our team provides exceptional 24/7/365 coverage, so you don't have to worry about missed telephone calls and ensure 100% caller satisfaction.
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 Customer Support
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 customer service ready to provide around-the-clock help desk solutions for technology companies.
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 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
High-quality customer service requires each step of your process to be analyzed and documented. We work with you to establish your requirements and ensure your processes are optimized to deliver the best results. Our team delivers a professional answering service to help you manage customer inquiries according to your criteria but without having to invest in training your own customer support team or in-house help desk services.
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. Our team can work with virtually any ticketing management system and deliver any type of customer support service your company requires. Please ask for more details about implementing a customized call 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 who have been trained on our processes and applications will answer your calls. Our call center company works exclusively with help desk agents who have technical skills and are familiar with the processes behind customer technical support. From telephone answering services and appointment scheduling to solving logging issues and troubleshooting, we are always ready to answer your demand for customer support.
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 reports to help you monitor the success of your help desk team. If you want to have happy customers, you need to have a reliable customer support team ready to answer even the most complex calls while respecting your help desk policies and keeping you in the loop at all times.
We 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 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 the call handling was managed by the client 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.
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 of our degree of knowledge, skill, and service is consistent and dependable.
All of our service plans provide 24 x 7 x 365 Live Agent 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.
When you are understaffed. 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.
Our Live Operators Are Ready to Assist Your Customers
Try Us. Our Help Desk Call Center solutions allow you to scale your help desk on demand. Work with our customer center specialists and deliver world class customer service.