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How Does TechLink Custom Help Desk Become a Member of Your Team?

Jan29-Outsources Support-Blog

The help desk is the first line of support for any business. For those businesses that sell technology products, the help desk may be one of the most essential ways to ensure a positive client experience with each phone call and connection.

Of course, building a strong and reliable support team is not always easy. There are a lot of logistical challenges to work out - including where the staff will work from, what scheduling will look like, and who will manage the team. Add in the cost of managing a team on top of all of that and it may seem absolutely daunting to set up a help desk.

What if there was a solution that allowed businesses to deliver exceptional help desk service without having to staff a help desk of their own? Does that sound too good to be true? This article will explain the features and benefits of the TechLink custom help desk and outline why many businesses are choosing to outsource customer service.

The Challenge: Hiring and Maintaining Customer Support Technicians

It doesn’t matter if a business sells printers, hot dogs, furniture, shoes, or cars; finding quality, reliable team members is an ongoing challenge. When it comes to customer support technicians, the challenge is even greater as the United States grapples with a shortage of experienced workers who are familiar with technology.

With the average technical support employee earning over $16 per hour, staffing a help desk can quickly turn into an expensive endeavor. That is, of course, if businesses can even find the qualified staff they need.

These challenges, among the many other logistical challenges of maintaining a help desk, often drive businesses to consider an outsourced support desk. How does the TechLink custom support desk meet the needs of businesses while still delivering a quality, personal experience?

What’s in a Name?

For many businesses, one of their most important assets is their brand. Businesses work hard on marketing to ensure that their name carries some weight when customers hear it. So, for those businesses that have worked hard to develop a brand, an outsourced support desk sounds like it may be a step in the wrong direction.

However, a TechLink custom support desk is designed to seamlessly flow in with the other aspects of a business. Customers are greeted by a United States-based technical support representative using the name of the business they were calling for support. In many cases, customers do not realize they are speaking to an outsourced support desk at all.

The brand of a business is maintained when using a TechLink custom help desk, but the staff is managed, trained, and monitored separately. This reduces costs without creating a disjointed experience for customers.

Customer Support That Customers Dream Of

If a business chooses to outsource customer service, then they must be able to count on that customer service being able to meet or exceed their expectations. With a TechLink custom help desk, customer support technicians are highly experienced with the products and services businesses offer.

One of the most exciting features of this custom help desk is that much of the leg work - like training, review, and certifications are all done by TechLink. Businesses can stop worrying about certifications, booking courses, and monitoring new training as it becomes available because all of this is done for them.

In addition, TechLink’s custom help desk provides support when and where customers need it. With the ability to offer 24-hour service, as well as live help chat online, an outsourced support desk can be convenient and effective for both businesses and customers.

Streamlined Information Sharing

When a customer has an issue, businesses want to ensure that the issue is resolved as quickly as possible. In addition, they need to know that their customer support representatives are providing the right advice and support.

With a TechLink custom help desk, businesses are still able to closely monitor customer concerns with ticket tracking. Managers should never feel like they are left out in the dark regarding their client concerns.

Plus, to ensure an exceptional experience well into the future, customer satisfaction surveys are sent out after each interaction. This allows businesses to truly gauge the effectiveness of the custom help desk and ensure that the decision to outsource customer service is the right one.

Greater Efficiency and Service at a Lower Cost

Very few opportunities come along in business that can offer an improved experience for customers while also saving time and money for businesses. The TechLink custom help desk is one of those rare opportunities.

To learn more about what an outsourced support desk offers, and to see if the decision to outsource customer service is the right one, please contact Clover Services Group today.

Author: Chris Sinibaldi - SVP TechLink Services

Senior Vice President and General Manager of Parts for Depot International, Chris Sinibaldi is a recognized industry expert in the distribution and remanufacturing of laser printer parts and certified pre-owned printers. Sinibaldi has been in the industry for nearly 20 years and is known for helping service organizations, copier resellers and dealers significantly grow their businesses.

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