- Posted by admin
- On August 29, 2016
- 0 Comments
Even before the internet and e-commerce were introduced, the telephone was widely used for marketing. Companies procure the numbers of prospective buyers and clients, call them, and give information about a product and the price. Orders can be accepted on phone and dispatched by VPP post. Another alternative was to provide phone contact numbers in advertisements and interested buyers would call and make inquiries about the product. This traditional approach to telephone-based customer service is called Inbound Customer service. In Inbound service, the customer calls the company with some inquiry or request about information of product.
Inbound service can be most successful when there is a single contact number for all queries. Customers ring a single number to order products, make a payment, register a purchase or obtain product information. They can also place a support request or make an inquiry about a product. The staff handling the incoming calls must have the technical knowledge to deal with the call personally or, if necessary, transfer the call to a specialist. Customers appreciate the convenience of a single point of contact, provided they receive an appropriate response.
In order to provide inbound services, the company must have enough staff to accept calls 24X7. Customers are happy when their call is answered immediately, failing which they may feel frustrated and give up. A company may lose a number of valuable customers if the call centre services are not prompt and satisfactory.
Moreover, the call volumes vary throughout the day. There are peak hours when the phone keeps ringing constantly. At times, there are quite times when the staffs have to sit idle. However, the company has to appoint enough staff with technical knowledge about the product and give them training in handling calls. In short, these staff members provide the necessary help or support to customers and are similar to the concept of help desks.
A helpdesk is a resource intended to provide the customer or end user with information and support related to products and services. The purpose of a help desk is usually to troubleshoot problems or provide guidance about products and services. Companies usually provide help desk support to their customers through various channels such as toll-free numbers, websites, instant messaging, or email. There are also in-house help desks designed to provide assistance to employees.
Some Helpdesks are large. They are divided into teams or levels to handle different types of questions and issues. For example, the first level Help desk answers general questions and provides basic information about the product. The information is similar to that which one may find in FAQ.
If a customer asks for more details which cannot be answered by the first level Helpdesk, it is transferred to the second level Helpdesk. The second level can handle more complex issues. Sometimes, there is a third level Help desk where technical details and specific information is provided. Some problems like complaints etc. which cannot be resolved at the lower levels are forwarded to the third level. Large Help desks have several teams that are experienced in working on different issues. Some Help desks have special telephone systems with ACD splits. Calls related to specific topics are automatically put through to expert personnel who have requisite knowledge and experience.
Helpdesks work according to fixed rosters. Time is allotted for handling different types of issues like follow-up calls, incoming calls, technical problems etc. whatever the type and size of Helpdesk, there must be enough trained staff to receive incoming calls.
The help esk system is now automated with the help of computers; helpdesk software performs most of the functions efficiently and smoothly.
Functions of HelpDesk
• Help desks enable companies to resolve tech issues faster.
• A help desk organizes information, streamlines workflow
• A help desk eliminates many manual processes.
• A help desk centralizes information and keeps everyone updated through emails.
• Help desk has ticket facility to contact concerned technicians for help.
• Help desk streamlines communication.
• It maintains records of all issues handles, resolved and unresolved.
• It is possible to track customers easily.
Advantages of helpdesk
• Saves time
• Works more efficiently
• Multi-tasking is possible
• Smarter and more convenient way of working
• All problems are solved at one point
• Can be customized to meet specific needs
• Can prioritize important tasks
• Auto-assign help desk tickets are issued
• Due date alerts and prompt responses
• Some tech problems reoccur frequently. There is no need to find a solution every time. Records of solutions can be maintained.
• Overall business workflow is improved.
• Helpdesk software efficiently handles pre and post- sale issues both online as well as offline.
A number of companies offer complete, comprehensive Inbound and outbound call centre services and help desk services. Once you are convinced that help desk services are essential for the growth of your business, you can choose a suitable partner and engage their services. Before you choose a partner, study your business needs. Consider the present and future. Find a helpdesk software system that is compatible to your computer system. Choose helpdesk software that is adaptable, gives training to your employees and offers continued support systems. Think internal and external helpdesk needs when setting up a system. Be sure to think holistically. The helpdesk software ensures that a business offers 24/7 customer support and incorporates several self-help features that customers can take advantage of.
iTivia Technologies offers 24X7 Inbound customer care services. It provides help desk services for handling queries, request and complaints. Other services include technical and product support, Order Taking / Reservations, Customer Acquisition, Anti Churn Management & Retention and Online Authorization.
iTivia Technologies works on the principles of customer satisfaction, employee development and welfare, increase in revenue, cost reduction and analysis of future trends.
iTivia Technologiess is the best service provider for Inbound and Outbound call centre services, offering reasonable packages with an aim to help customers and clients to expand their business.