Creating a call center or a help desk is no longer enough to take care of customers. Consumers now want access to the company, tech support services, and account information across multiple channels and in real-time. This has forced businesses to develop customer engagement centers, a combination of CRM, social media, call centers, and community engagement. With an outsourced help desk company, you can create a customer engagement center that is more efficient and cost-effective.
The technology that is involved with a customer engagement center requires software and hardware that will follow the full life cycle of every customer, real-time analytics, scalability, and an accurate profile of a customer. This information needs to be available to every individual within the organization and any outsourced departments, such as sales, customer service, or help desks.
When outsourced help desk employees have comprehensive data for a customer they will be able to assist the individual quickly and will be able to increase customer satisfaction. A help desk that has access to this type of information can determine if there is a software conflict based on the customer’s purchase history or if the problem the customer is having is in common with the hardware purchased, or if additional items are needed to perform the required task.
Faster resolution of customer support issues is a benefit of customer engagement centers that benefits the company and the customers. A customer who has their problems resolved quickly and easily will be satisfied with their purchase. They are more likely to give good referrals to friends and family and purchase more items from the company in the future.
The company will be able to increase the efficiency of their outsourced help desk and as a result, decreases support cost. In addition, the business will achieve a sustainable level of customer service that will encourage growth. Small businesses that are able to maintain a steady level of customer satisfaction are able to expand their business offerings without suffering a backlash of dissatisfaction from their market.
Because small businesses often have to have employees capable of handling multiple tasks, a customer engagement center will assist workers when they need to work with customers. Social media and community engagement will offer customers access to assistance after standard business hours. However, a customer engagement center doesn’t solve the problem of having a tech support issue handled by a live person 24/7.
With all of the advancements in technology, there are still some people who prefer working with other people. It is often difficult for a small business to manage a full-time staff that can be available 365 days a year & complies with the service level agreement – SLA. An outsourced help desk is an essential element for a successful company in the technology market. Outsourcing this aspect to a help desk company will allow your business to offer an essential service while maintaining personnel for other important tasks.
A help desk company can access important customer information via an intranet connection. The data can be transferred in real-time, so if a customer has an issue with equipment within an hour after purchase, an outsourced help desk can pull up the order history and walk the customer through the necessary steps to resolve the problem.
If a customer wants to purchase necessary software after talking to the help desk, your company sales staff will have access to the information gathered during the call. Based on the information entered by the tech agent, the salesperson may even be able to cross-sell the customer by suggesting other products that the individual may need to ensure peak performance.
When your company creates a customer engagement center, you are allowing the customer to access essential information and assistance with minimal effort. In addition, everyone within your organization will have access to customer data when they need it. An outsourced help desk company will be able to offer more convenience with increasing costs. Consider outsourcing your call center in your efforts to modernize engagement with your customers.