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Go4customer Blog

Ways Service Desk and Help Desk Services Support Business

Posted by Prachi Priya
HelpDesk Services

“Outsourcing was the bogeyman of the '90s. Protectionists portrayed it as an evil that would take American jobs away. Yes, some jobs did go offshore as people feared, but it made the global economic pie grow bigger.”

Vivek Wadhwa

There has always been a myth regarding outsourcing that it is an evil practice and may damage the business functions! However, it is a boon for the business and serves tremendously to augment customer satisfaction.  A company outsources its functions intending to get enriched customer support services and outsourcing to a reliable experienced partner can bring numerous benefits to the business.

When we talk about the service desk and help desk services, in particular, these serve the business is different ways bringing several perks. Lets’ first define what these services mean to the business:

Service Desk:

Service desk for BPOs is a communication center, which acts as the Single Point of Contact (SPOC) amid the business and the client. The service desk ensures that the customers receive appropriate help from the business on time. The agents here handle all incidents and service requests. It helps the customers to change the password and even assists the business agents in getting new work systems when necessary.

Help Desk Services:

In the IT context, help desk agents are the managers that look after the technical questions that the user faces. Big organizations employ help desk services in India to take control of the user queries. These agents even make sure to answer all the other queries of the customers to bring enhanced customer satisfaction.

Most companies outsource their help desk support to get the business customers answered by experts having industry-specific knowledge. The questions by customers are transferred using e-mail, mobile, webpage, etc. Not only is this, but there are also internal helpdesks too that offer services to the in-house workforce that look after the processes within the business firm.

Moving forward, here we team up the ways service desks and help desks help businesses grow exponentially:

More efficient business results

The agents at business service desk and help desk support, offer-astounding services 24X7 making the business available to the client always. This helps to bring supplemented results to business productivity. When the IT team or a communication center agent is available at customer support, the processes become more efficient and customer satisfaction becomes easier to attain. Since an experienced agent answers the customer queries, there is no chance of customer dissatisfaction or call abandonment.

Business-Customer communication is streamlined

When a business has its helpdesk service, it gets software that helps to record the agent-customer communication. This recording helps the business understand the customer concerns and helps to fix the problem so that the same is not repeated.

Moreover, when a business has its help desk provider, the customer issues do not go missing and the business can easily crosscheck the requests in case of any change in business functions.

Additionally, with the help of service desk agents and help desk managers, the business gets the access to a software that automatically assigns customers’ issue to specific agents making the business processes simpler and easier for the customers to understand and enjoy.

Emphasis to priorities

Business IT problems can be different and may demand alternate solutions and responses. Having help desk services and service desk perks by the business side, the business has assurance over enriched customer satisfaction and the IT issues are dealt with immediately without any delay.

Earlier when these services were not available, businesses were not able to differentiate between prioritized concerns and the one that did not require an immediate response. New technologies and outsourced solutions have brought ease in business performance along with instant response facility to the customers that help to augment customer satisfaction.

Technical support

If you are a business that offers services to far off audiences, technical issues can be a major concern for your business productivity. In such cases help desk support or service desk agents can help. 

Technical support is essential for the business to perform functions without any hassle. By taking help desk support, the business keeps its IT functions in one place and even attain the feasibility of monitoring KPIs and service levels. 

Technical support helps the business serve its customers instantly, which boosts customer satisfaction.

Help desks help to analyze IT support trends

Since, help desks help the business collect all the business-customer recordings in one place, which makes it easy to analyze the IT support trends. Issues like negative feedback from a customer or a software program concern or a virus or malware issue get to the agent easily and the IT help desk solves the issue without any delay.

Vice-versa if the business does not have help desk services and service desk support, it is hard to solve the customers’ IT-related issues instantly. 

Today with the advancement in technology, the outsourcing company analyzes the previous issues from the business trends and recordings. Thereafter the help desk agent assigns the specific concern to an experienced agent who guarantees to solve the problem speedily to boost customer satisfaction. 

Managing expectations

Help desk and service desk agents’ track the IT support issues, which helps them to be proactive to manage customer expectations. When a business performs all the functions with the help of in-house agents, managing expectations becomes hard, overlooking several essential tasks, which leads to mismanaged services.

Service level agreements, however, help the business offer astounding service to the customers.

The presence of a team of experienced staff

Outsourcing the business services to a service desk agent or taking help desk services, the best part is gaining access to experienced staff for the business service.

IT support demands skilled agents at work, because many technical disputes need expert involvement and when a business has an experienced partner at work, it becomes easy to gain customer satisfaction. The IT staff needs to be engineers having specific information about your business hardware, software, etc.

Thanks for reading!

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