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Help desk outsourcing intends to assist customers in solving technical and user issues through various channels. This service elevates the quality of customer support, raising overall efficiency and satisfaction.
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Outsourcing help desk services enriches customer support and reduces costs. Our vast experience, operational transparency, flexibility, and owner-like approach help us lead our clients’ businesses to prosperity.
We address general customer questions, provide basic explanations, and deliver guidelines to help clients solve minor problems and usage issues.
At this level, we deal with larger issues that require more time and resources than Tier 1 requests. We investigate the causes of the problem and fix them if the involvement of additional experts is not needed.
Tier 3 help desk support service includes handling complex issues. Our agents monitor the status of clients’ queries and involve developers or suppliers to resolve the issue efficiently.
We maintain strict quality control through continuous monitoring, performance reviews, and customer feedback analysis to ensure high service standards and customer satisfaction.
Gain valuable insights with our detailed reports and analytics, helping you track performance, identify trends, and make data-driven decisions to improve support efficiency.
Our expert recruitment process ensures that only the most qualified and customer-focused professionals join our team, providing you with skilled and reliable support agents.
With 24/7 support coverage, disaster recovery plans, and robust infrastructure, we guarantee seamless and continuous help desk services without downtime.
Our dedicated training programs equip agents with the latest industry knowledge, soft skills, and technical expertise to deliver exceptional support tailored to your business.
We handle the complete IT infrastructure setup and ongoing maintenance, ensuring your help desk operates smoothly with the latest tools, secure systems, and minimal disruptions.
Simply Contact is PCI DSS certified. This certification underscores our commitment to maintaining the highest level of security for all credit, debit, and cash card transactions. It is a testament to our dedication to protecting our clients’ data and ensuring their personal information is always secure.
Simply Contact holds the ISO 27001 certification, an internationally recognized standard for managing information security. This certification ensures that we have robust processes in place to safeguard sensitive information, providing our clients with peace of mind.
Simply Contact is certified under ISO 27701 (PIMS), the international standard for privacy information management. Achieving this certification demonstrates our commitment to privacy and data protection, with requirements mirroring those of GDPR compliance.
Help desk support service is a software platform that helps to handle customer queries or issues. The system aids in accepting, managing, organizing, automating, and responding to client requests. It provides an opportunity to have a live chat with a service person through various channels and obtain quick assistance or troubleshooting advice. The service enables customer support staff to resolve complaints expeditiously and efficiently.
Customer support typically requires significant dedication from the side of employees. Outsourcing help desk support relieves the in-house staff and covers a variety of duties to be performed by a third-party support team. Nine years of experience, professionalism, and talent of our experts empower us to deliver services precisely matching your business needs. We categorize our services into three tiers depending on the product complexity. At each tier, we provide competent advice and involve the required specialists.
Help desk service providers apply different payment models:
1) Pay per ticket: According to this metric, you should pay for every incident (ticket) your customer resolves with the help of your support service. The average cost of a ticket is usually about $20.
2) Pay per call: Here, you pay for every call managed by your outsourced helpdesk service. Although seemingly straightforward, the model may lack efficiency, as some issues require several calls for a complete resolution.
3) Pay per minute: This approach implies payments for each agent’s time to address a specific issue. To avoid excessive expenses, you should apply the model when the average talk duration is short.
4) Pay per agent: This approach incurs a flat rate per help desk technician. You get dedicated agents aware of your systems and processes for ultimate support.
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We’ve been utilizing deskside’s services for several years now, and I can say that they have consistently provided reliable and efficient support. We haven’t had any major IT issues because of their persistant planning and maitanance. When we have needed assistance they are quick to respond and get our issue resolved.
As our company expanded and evolved, we sought a reliable partner to manage our ongoing IT requests, such as onboarding, application utilization, and device management. deskside proved to be the ideal solution for our needs.
Even as we continue to rapidly grow, deskside has effectively handled all our IT requirements. Whether we need a simply “How To” request or system design and implementation they are our single source for everything we need. I love being able to call one vendor to help with anything tech my business needs.
deskside provides us with the necessary visibility to ensure the security and optimal health of our devices. With deskside, we’ve discovered a contemporary solution that streamlines our IT operations and aligns seamlessly with our business objectives, while also delivering substantial cost savings on IT expenses.
deskside’s IT experts are not just problem solvers; they are problem preventers. They take a proactive approach to identify potential issues and implement solutions before they become major disruptions. This has saved us from countless hours of possible downtime and frustration.
The technicians are not just knowledgeable; they’re also incredibly friendly and approachable. They take the time to understand our specific industry needs and tailor their services accordingly. Whether it’s setting up new workstations, resolving software glitches, or assisting with network issues, they handle every task with efficiency and a smile.
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