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Help Desk Telephone Systems

The help desk is an essential part of a business as it is the single point of contact of customers to the company. It is an area where you can interact and solve your customers’ problems regarding your products and services. It is divided into different teams depending on the product or service a company offers. The teams are – general information, troubleshooting, software, a team that can handle basic repair questions and a more advanced team. A supervisory or managerial team is also needed in some companies. If you are looking for more information regarding help desk installation, read on.

Types

Phone

This is the traditional type. Businesses post a toll-free number on their websites and business cards for customer support. This has expanded to a call center in the modern world.

Write to us

Before the invention of email, clients contacted companies via snail mail. Now they can use emails or send text messages.

Website

Most businesses also include a ‘Contact Us’ form for any customer query.

Live Chat

This requires manpower and a fast connection. This is usually a part of a website although some offices just outsource this service.

On-site

For businesses that have a brick and mortar store, the help desk is an actual table manned by a customer service specialist. This person handles exchanges, refunds, inquiries and complaints.

Phone Systems

There are two options if you want a telephone system – analog and VoIP. An analog phone line is widely used by old offices. These are traditional lines that are reliable but have limited features.

On the other hand, more modern companies opt to use a VoIP (Voice over Internet Protocol) as they offer a wide range of features. Call rates are also cheaper when done over VoIP. Both international and domestic calls have significant savings. You can also use this setup for telecommuting so your employees don’t have to be all in one place to support your customers. Your staff can solve client problems whether in the office or at home. VoIP is not always reliable though. When there is a blackout or calamity, you won’t be able to use this system.

Some companies use a hybrid platform which is a combination of the traditional and VoIP systems. This is so they can take advantage of the benefits of both systems. If you are using a traditional phone line, there are VoIP systems available that can be integrated with your current infrastructure.

Help Desk solutions providers are also coming up with new software to be able to handle multichannel support. Smartphones and tablets are commonly used now so customer support should be integrated with these devices as well. Big telecommunications brands such as Cisco and Avaya can help you with these issues.

What to look for

Tools

Choose a service that includes call logging, phone system integration, live chat, ticketing and an FAQ or a knowledge database so your customers can help themselves to some information.

Pricing

Find a supplier that will give you a simple pricing scheme. The last thing that you need is complicated paperwork at the end of the month. Make sure you understand every aspect of it. A good scheme is one where you can add or remove users at any time.

Customization

Whether you are using a cloud-based, phone, website or VoIP customer support, you should be able to customize it according to your company’s design, colors, welcome messages, etc. Your help desk should have a URL or number that is easy to remember.

Management

You should be able to monitor all forms of communication. Your managers should be able to monitor live chats, phone conversations, etc. and be able to provide assistance when needed. They should be alerted when a VIP customer is on the line or when an agent is having a difficult time with a client.

Reporting

Owners or managers should be able to see how long an agent talks to a customer, chat reports and the cost of a call. These facts are important so owners can make informed decisions such as adding or reducing staff, etc.

Choosing a Provider

Before you choose a provider, it is important that you identify your requirements first. Having an outline of your purpose, the number of users, the type of setup (inbound, outbound, both), budget, etc. is a good idea before you talk to providers so that they can prepare the perfect package for you. It is good if you can get everything you need from one provider. If you need help, you can go online and find business telephone system comparison websites. All you need to do is fill up a simple form and they will hook you up with the best providers according to your requirements.

 

Author: Yazz

Yazz is a trained telecommunications engineer with a diploma in telecommunications. He has spent the last 15 years working for Telefonica, one of the largest telephone operators and mobile network providers in the world.

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