Examples of Typical Help Desk Solutions
Many businesses provide inadequate technical support because they do not have the money, knowledge, staff, or facility resources to operate a quality help desk.
- Some businesses use their software and hardware engineering staff to resolve customer problems. This is a very expensive and often business damaging scenario. The engineers are so busy answering customer inquiries that work can come to a standstill. Another problem is that engineers are not trained to provide customer service. Basically, using engineers for technical support is overkill and extremely expensive.
- Other organizations use sneaker help, people helping people, to support their internal staff. This is another expensive solution. The people providing the sneaker help are usually some of the most valuable, talented, and innovative people in the business. This type of support often is invisible to management. Managers often think the sneaker helpers are already being paid for their work, why not let the helpers do a little side work. Sneaker help might not show up in a manager’s mind but it sure damages the business bottom-line. The damage is caused by expensive lost productivity.
Many hotels have broadband Internet connectivity in their rooms so business travelers can connect to the Internet. Hotels normally do not employ technicians to support customer computer problems. Consequently, business travelers regularly have connectivity problems with a hotel’s broadband service and there is nobody that can help. By-the-way connectivity problems are escalating and becoming more complex with the expansion of wireless networking.
- Business travelers sometimes have computer problems that could easily be fixed by a call to the business’s help desk. Personnel traveling on business often have a problem talking to their technical support because the help desk is closed. Many organizations do not run their technical support 24 hours/day, on weekends, or holidays. Business travelers frequently work weird hours to get prepared for their next customer encounter and there is no help available.
EDO can provide your organization with the resources you need to provide quality cost-effective help desk technical support. We offer a complete line of traditional call center and newer Internet (eServices) Help Desk Outsourcing Services. Our technical support help desk services are configurable to support an array of industries that encompass almost every type of business or government agency.
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