What is an IT helpdesk?
Also known as a “help desk”, “service desk” or “hotline“, the helpdesk is a multi-channel IT support service. It provides advice and assistance to your company’s customers.
In other words, it answers questions and solves technical problems that your customers encounter with your products or services. They explain how to use them, how to handle them, technical problems, exchange or repair requests, etc. In practical terms, a helpdesk team generates order tickets, manages and processes them so as to automate your company’s purchasing processes. It is also responsible for managing your IT “hiccups”.
You could set up your hotline in-house, but that would require a great deal of material and financial effort on your part. If you want to save money, it’s better to use a call centre that provides an outsourced helpdesk. In general, this will provide you with experienced IT helpdesk teams and advisers with excellent listening skills who can manage your customer relations via various communication channels: e-mail, telephone calls and live chat. What’s more, you’ll benefit from quality commitments, including a first-call resolution rate (>=70%), an optimal pick-up rate, as well as solid governance and detailed reporting.
Why outsource your remote customer relations service?
Outsourcing your technical support to an IT helpdesk is a strategic decision for any business. There are many advantages to it.
An outsourced call centre for rapid resolution of technical problems
Every helpdesk call centre has a team of technical experts trained to diagnose and solve various IT problems. They can remotely resolve an Internet connection bug, unblock faulty software, a hardware malfunction, or an e-mail or IP switchboard problem. They can give you sound advice thanks to their qualifications, experience and knowledge of the latest technologies.
24/7 service availability
The advantage of outsourcing also lies in the continuous availability of the service desk, including with an IT Services centre dedicated to the secure Help Desk. By using an outsourced call centre, you can offer your customers assistance that is accessible at all times. Unlike an in-house IT department, an outsourced IT helpdesk has a round-the-clock customer service that can be reached over a very wide range of hours, even during non-working hours, weekends and public holidays. What’s more, this gives you the time to concentrate on your business, rather than on the time-consuming and energy-consuming tasks of customer relations.
A cost-effective solution
Setting up a helpdesk team is an arduous task requiring a huge investment. You need to recruit qualified staff and purchase the materials and equipment required to set up your hotline. And the price you have to pay is far from cheap. Not to mention the cost of organising recruitment and maintaining your IT infrastructure. That takes time and, above all, a big budget. Not all companies have the resources to go down this route, especially SMEs. However, having a service desk is an imperative for development. That’s where outsourcing comes into its own.
Relying on an outsourced call centre is less expensive, as you will have the same resources and the same skills as in-house customer support, while benefiting from a service that is available during working and non-working hours. What’s more, it’s a remote, on-demand service. You can call on external technicians and teleconsultants only for the services you need.
A judicious way of maintaining customer relations
Having a service desk means you can offer your customers a superior user experience. The hotline team’s mission is to resolve their problems and provide them with high-quality technical support that is accessible at all times. This availability and dedication helps to improve your customer’s overall satisfaction. What’s more, it reinforces their confidence in your products.
Enhanced IT security
A helpdesk mobilises technicians whose job it is to reinforce your company’s IT security. They are able to put in place the necessary protective measures to safeguard your systems and data. They can also advise you on best practice in cyber security, such as “how to recognise malicious threats” or “which antivirus solutions to use“.
Advancia-teleservices: our services to help you focus on your core business!
Looking for a help desk in Tunisia? Contact us! With Advancia-teleservices, you will gain in productivity: you will be able to focus on your strategic operations and you will have the insurance of an effective customer support. We offer flexible services tailored to your specific needs. Our qualified experts know the world of IT inside out, and our rigorous telephone advisers know how to listen attentively. Together, they will convey a positive image of your brand.