Using IT Marketing to Inform For Outsourced Help Desk Support

IT MarketingAlthough many companies now know of the necessities of IT Marketing, it’s still advisable for businesses to know the specifics of the services they need. This empowers them to demand only the best from their chosen third-party providers.

One such example of outsourced services is customer support. Businesses can delegate this task to providers, leaving them with more time to focus on their main objectives. Usually, this kind of customer support is outsourced in the form of a help desk wherein representatives take calls and answer emails.

As your client, they need to know what kind of customer support their provider should deliver. Because their provider’s help desk will be on the front lines serving as the first point of contact, they will not be perceived as a separate entity, but rather, as a part of their business. If they fail, their business fails as well in the eyes of their customers.

To establish good relations with your customers, your IT marketing agent should let potential customers know that they should look for the following:

Well-trained customer service representatives

It takes skills to soothe irate customers, especially when their complaints can’t be resolved immediately. Thus, their provider should have a readily available team already experienced in conflict resolution and business communication. They should know proper phone etiquette, de-escalation techniques, and detailed documentation. They should know when to follow a script, and when to think outside the box. And that’s just the soft skills part. They also must possess hard skills such as using logging tools, troubleshooting basic technical issues, and recognizing security risks, among other things.

Round-the-clock services

Whenever their systems go down, people will contact your help desk first and foremost to find out what’s going on. Unfortunately, unexpected outages know no schedule, so you should have a help desk that’s available 24/7. In case their website goes down at an ungodly hour, their customers should be able to connect with your business and get a resolution or at least, information. Although a lot of businesses still offer their help desk during their regular hours of operation, many are seeing the benefit of round-the-clock availability.

Scalability

If their business is still growing, there’s no way to predict just how fast it can become bigger, so scalability is another important factor to consider when looking for a provider. Their services should be able to scale up and down accordingly without affecting their performance.  After all, they want a provider that’s just as flexible as your business is. If they can’t keep up, then they’re not a good match.

Proven track record

Your customers shouldn’t just go with any provider with the lowest price offer. Instead, they need to choose a provider with an established reputation for delivering customer support. They may cost higher than newer provider but think of it more as an investment and less as an expense. When their customers are happy, they develop loyalty for their brand and become repeat buyers, so it all translates to a good ROI in the end

Bill Hogan

Bill Hogan

Bill Hogan is President of Partners Plus. A fast growing IT Support firm based in the Philadelphia area. Bill has been helping make life with business computers easier since 1981. His education as an Electrical Engineer at Penn State started a dual approach toward gaining expertise in both programming and computer networks. In 1991 he formed Partners Plus, Inc., to provide managed IT services to companies in the Philadelphia metropolitan area, based on being a business operations ally and understanding the need to speak to company leaders in plain English rather than ‘techno-babble’. And while others tend to focus their attention on the mechanical components of a computer system, Bill and his staff take a more global approach - how a network can be best used as an integral, reliable asset to the business owner’s goals. In 2007, after years of frustration with the sub-standard services he saw during network audits, Bill published “Hassle Free Computer Support” to educate business owners with the information they need to get superior technical support for their businesses A firm believer in keeping current with advances in technology and processes, Bill lead Partners Plus to become a Microsoft Certified Partner in 1998 and a Gold Certified Partner in 2008. And, Partners Plus Inc. has been selected by Microsoft as being in the top 1% of Partners serving the Small and Medium Business Market on the East Coast. Bill is internationally certified in Network Operations and is certified by Microsoft in project management and multiple Microsoft technologies. He also held the position of representative for the Mid-Atlantic region on Microsoft’s Advisory Board which manages all Microsoft Small Business certified partners. Partners Plus provides managed it services to clients in Philadelphia and the Delaware Valley and helps them choose, implement, and manage IT and cloud solutions that are cost effective and reliable. Partners Plus’ pro-active approach to IT support is ideally suited for companies in Wilmington, Delaware or Philadelphia who depend on reliable IT infrastructure, but don’t want to spend a lot of money to keep your IT services in Delaware that way. Partners Plus clients have come to appreciate the Partners Plus team focus on operations and the ability to get the core of problems quickly, and the knowledge of how to resolve issues as quickly as possible. With the institution of the Partners Plus Protection Program, the company can now monitor, identify and resolve many network issues in minutes without coming onsite.