3 Key Advantages of Remote Help Desk Support Services
Have you ever thought about the impact your help desk service has on customer satisfaction and retention? The quality of your help desk support service is a critical factor in your telecommunications company or enterprise.
In any IT department or technical support service industry, keeping operation costs low and labor utilization efficiency is key.
When considering the total cost of help desk support services for your company, outsourcing your end user technical support services will likely be the most profitable solution for your company.
Partnering with a remote support service provider has 3 main advantages:
1. Increased customer satisfaction.
What types of calls keep your customer service lines busy? I have found that most of these calls are related to a customer's personal use of their technology.
Today, owning your own computer is more affordable than ever. Studies have shown that over 70% of Americans have a computer with Internet access. Some of these new users are not familiar with the way their Personal Computer or Internet technology works and they turn to their Internet Service Provider for support.
Does your business really have the time and resources to transfer knowledge to the novice end user that may have trouble simply locating the "Any" key? But on the other hand, can you afford not to provide routine technical assistance for your customers?
Absolutely not. In the competitive world of today's enterprise and telecommunication service providers, helpful customer support is critical to maintaining a profitable customer base.
2. Faster Problem Resolution.
Remote technical support works by using a remote desktop connection which enables a technician to access the subscriber's computer from a remote location.
In most cases, the user can just sit back and watch as the technician goes to work correcting the issue. Compared to the the traditional talk/walk through method, this method significantly reduces the call time. Customers are impressed with the efficiency of the remote support process.
3. One Call Resolution.
This process allows issues to be fixed right the first time.
Although infrequent, there are times when a problem is a network fix that requires an onsite technician. Using a proactive resolution process and a systematic ticketing system, trouble patterns among multiple users can easily be detected and a solution can be made before your phone lines are flooded with repeat calls for the same problem.
Here at API Digital, our technical support organization takes full advantage of Remote Support Services. We are privileged to serve thousands of subscribers.
Implementation of Remote Support Services has given us a great advantage by increasing customer satisfaction, resolving issues more quickly, and eliminating unnecessary callbacks.
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