How Help Desk Outsourcing Benefits Businesses

by Thea Lewis Blogger

Customer satisfaction is an important asset in shaping company’s growth for long-term. No matter what a business line is, satisfying customer needs are essential to achieve success. Help desk is one of the essential business tools that help companies in improving customer satisfaction rate, which further improve company’s productivity.

A customer need instant support for his query, whether it is about product pricing or an order enquiry. They directly call help desk for proper assistance. If they don’t get the assistance toward their problems in a timely manner, they get disappointed and turn to other counterparts. To prevent this situation, a company must choose help desk outsourcing.

An efficient help desk is an indispensable part of a company. Its primary aim to provide first call resolution as quickly as possible.

Take a glance on the following features of an effective help desk service:

• Tracks capability for all incoming incidents

• Functions as a Single Point of Contact (SPOC), especially for IT support

• Basic problem management

• Focuses on resolving issues of end-users

• Maintains database of all reported issues and actions taken

This service is widely popular across different industry verticals. IT help desk service involves assisting customers with technical problems. It can be installing Windows, drivers and other software, troubleshooting network connections, and removing viruses. While, help desk at financial institutions involves handling customer queries related online banking and trading. Moreover, a cable company can use help desk service to assist its customers in troubleshooting audio and video issues.

A help desk outsourcing service is a multi-dimensional resource, helping companies in assisting their customers and maintaining high availability. It is specially focused on end user functionality and that’s why it is responsible for quick resolution of customer issues.

When done in a right manner, outsourcing help desk service offers a host of benefits to businesses. Some of these benefits are listed below:

Customer satisfaction: Help desk service helps in improving customer satisfaction rate. In this service, customer care representatives receive incoming calls, consistently assists customers, and goes extra mile to satisfy them. With complete customer assistance, it supports company’s objective and facilitates the growth of its business by increasing customer retention.

Improvement in product quality: For any business, help desk is the first point of contact or place for recording customer complaints, issues and problems. Help desk executives should not only resolve customer issues, but they also track all complaints including their types and recurrence level. In addition, they further escalate summary of issues and product feedbacks to the company. With the help of such feedbacks, company can improve their products so that they can meet the customer expectations.

Gear up productivity: Apart from receiving customer complaints, help desk also performs the task of complaint management and resolution. With the help of proper arrangement such as complaint ticketing or tagging system, help desk executives can efficiently tackle issues and route the complaints to their desired resolution departments. This streamlines the complete process and prevent confusion at the workplace. More importantly, this reduces the time required for solution of the problem. All these factors help companies in improving operational time and efficiency. This, in turn, results into higher productivity.

Cost-effective: A process or procedure is worth implementing in a business only if it cost-effective for company. Hiring agents, installing software and other required facilities results into high capital investments. Therefore, outsourcing this task to a third party service provider is a wise decision that not only saves cost but also improve productivity. Furthermore, with the help of real-time product feedback, this service will help companies in improving product quality and customer satisfaction. This service saves cost of both conducting post-release surveys and engaging productive time of in-house staff on these tasks.

Always choose a reliable help desk outsourcing service to augment the customer satisfaction level.