The majority of help desk and technical support issues can be resolved with the simplest of instructions. “Is it on?” “Is it plugged in?” “Let’s try restarting it.” If you are seeking high professional service levels for your help desk service and technical support needs, Appletree Answering Service is your answer. Your outsourced help desk will give your company time to focus on your core competencies while giving your customers a satisfying help desk experience.
Our help desk and technical support line will save your company both time and money by enabling Appletree call center agents to resolve your customers’ simple issues while properly dispatching more difficult problems to your staff. Appletree’s 24/7 technical support can support both customers and internal departments. Our technical support includes services such as screening calls for customers with after-hour support contracts or quote costs for support based on information in your company’s database.
Appletree’s first line of support can also provide troubleshooting. The call center agents can then create a trouble ticket that interfaces directly with your company's own help desk. For calls that need to be escalated, on call technicians can receive and reply to messages via phone, email or SMS. If there is no reply, our call center dispatchers will continue through an escalation procedure that has been scripted specifically for your business. In addition to addressing your customers’ calls and logging trouble tickets, Appletree agents can answer questions and even connect your callers directly to your staff.
Appletree’s detailed scripting is written in Microsoft .Net to allow for complicated call flows with SQL database integration. Customers can update their databases in real time with changes via a Microsoft Access web data point. Appletree also provides a web based or firewall to firewall level VPN connectivity option to access your Help Desk or CRM platforms. Our state of the art technology and predictable, repeatable workflow processes will lead to distinct improvement in customer satisfaction levels.
All of these help desk and technical support services are provided by Appletree via live telephone call, direct email response, or Web Chat. Appletree call center agents will ultimately help you secure the reputation of providing quality service to your clients every day. Give us a call today and let us help you identify your needs to build a custom-tailored outsourced help desk solution and allow you to gain a competitive advantage in your industry.
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