Help Desk Services
Help Desk Service Levels for Your Customers
By using AnswerNet’s Help Desk Services, you can provide your customers with excellent customer care and technical support 24/7.
Help Desk Service Levels for Your Customers
Help desk triages each call by opening a trouble ticket and escalating calls to your appropriate staff member in any format you desire (live patch, voicemail, text, email or SMS.
Resolving issues, helping you retain valuable customers
AnswerNet’s Help Desk Services can help you reduce your operational costs, increase your customer service and provide your customers with a greater level of support. Our goal is to provide you with successful Help Desk Services an affordable cost.
Our staff triages each call by opening a trouble ticket and reliably escalating calls to your appropriate staff member in any format you desire (live patch, voicemail, email or SMS). This ensures your customers receive the support they need.
Three Help Desk Service Levels
AnswerNet’s Help Desk Services can be handled and escalated to three distinct levels/tiers:
Level 0: Self-service Solutions for Help Desk
AnswerNet can provide troubleshooting assistance via text or IVR, allowing customers to handle the most basic of technical issues without any intervention from a live help desk representative.
Level 1 & 2: General Help Desk Assistance and Experienced Technicians
AnswerNet can provide 24/7 help desk support with shared, dedicated, or hybrid call center agent environments. These help desk agents will answer calls utilizing a customized knowledge base with directions how to handle common technical issues. More complex matters can be escalated to your in-house technical staff.
Features & Benefits
Features
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Flexible Scripting
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Customized Escalation Procedures
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Dealer Locator
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Field Dispatch Services
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Multilingual Support
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Call Patching and Routing
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Advanced Ticketing System
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Cross-Selling and Up-Selling
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Integration with Online Help Desk Software
Benefits
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3 Levels to Fit Your Needs
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Shared or Dedicated Agent Options
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24/7/365 Customer Care
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Established Response Library
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General Sales Support
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Order Taking and Payment Processing
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PCI-DSS Compliant
Integration with Web-Based Help Desk Software
We can customize our services to integrate with your current online help desk software providing you the option to outsource all your help desk calls to us. Our new cloud-based call center platform can include seamless integration with the SugarCRM, Salesforce or Zendesk® web-based help desk software.
Inbound Services
We have a wide array of options to suit any business need.