ServiceDesk and HelpDesk

The HelpDesk and ServiceDesk services enable Contact Center’s consultants to provide general and technical support to our business partner’s customers. The consultants working on this type of campaign solve problems, issues and suggest solutions.

The service offered by Contact Center is outsourced group of specialists responsible for technical support at your company.

In the HelpDesk service, the customer receives the final solution to the problem which he reported to our specialists.

However, in the case of the ServiceDesk, every report is transferred to the second line of support, for instance to your company’s Technical Department.

The main tasks of the consultants in such projects include:

provision of general advice, e.g. technical advice on the product or service
acceptance and registration of notices of claims or complaints
creation of a database of the most frequently asked questions (FAQ)
registration and servicing of e-mail correspondence
and many others

We also offer integration of the following with your systems:

• notice registration
• tracking repairs
• correspondence registration
• others

These services will enable your customers to conveniently report a problem and receive fast and effective help through the communications channel they choose:

• telephone
• fax
• e-mail
• letter

Benefits

• streamlining of the process of technical support for the customer;
• optimisation of the use of human resources;
• improvement of the company image as a modern company which cares about its customers;
• cost reduction;

Case study

Save Desk

Initiative goals

The aim of the project was to minimalize churn of our Client.

What helped us to achieve the goal:

save desk – transfer of calls from clients interested in the service termination to a specialized Agents
attractive commission system
active churn prevention
contact with hardly attainable customers through an active connection after sending a message