Managed Help Desk services have been around for a long time to help companies large and small with some of the simplest tasks to the most technical. But over the years many have chosen to outsource this service overseas. This has led to lengthy calls with sometime spotty connections and disruptions. You may even be transferred a half dozen times before you speak to someone that can actually help you. This is often frustrating and time consuming and customers take this into consideration when buying the supported product or service in the future.
So, in 2016 we had the “chatbot” phenomenon and it was a way for the industry to counter act the lengthy calls and spotty connections. This was truly the introduction of AI to help desk and we are not sure that it went well. Yes, many questions can be answered but does the customer truly feel supported by an automated system? Recent studies have shown that if customers reach someone on their first call and the issue is resolved they will be a repeat customer.
Form 10 Group has a team of driving customer service agents that can support your program. Many companies have their own internal IT staff that can use outsourced help desk services to support end user issues, these are typically repetitive with a limited need for advanced support. With the strategic advantage of operations on the east and west coasts of the United States we can support programs almost anywhere. We use ticket tracking software to make sure we are resolving the issues in the required SLA’s of your contract to ensure that both your company and the customer is receiving an excellent level of support.
