What if you could have one employee who’s dedicated to receiving calls and answering tech support questions from the rest of your staff? Essentially, someone having this role would be like a help desk for your business.
Virtual help desks are staffed by people who are truly experts in all things tech. This not only benefits your customers and clients (as things are resolved faster), but it benefits your employees, too. Instead of focusing on problems that are not in their area of expertise, they can focus on the tasks in which they excel (and for which they were hired).
But having an on-site staff of experts in every application you use, at every location, around the clock isn’t practical for most companies. Instead, an off-site, virtual help desk can provide access to expertise in your full suite of applications and technologies wherever your employees are, whenever they need assistance. Here are several benefits from having a virtual help desk as part of your team:
24×7 remote support
No one, it appears, at any company are just working 9-5 at the office any more. With tablets, smart phones and skype they now work from practically everywhere now trying to meet deadlines. So if your customers run into an issue your virtual help desks nver shut down, so you’ll always be able to get an answer and get your work done.
Your team has more time for important work
Getting a phone call when users are having problems distracts your own technology team from working on new technical strategies that will help your business. When those calls go to a virtual help desk, you team stays focused on creating business value rather than addressing routine questions.
Problems get resolved quicker
The team staffing a virtual help desk is comprised of experts in the technology. Armed with a knowledge base of solutions, they’re quickly able to resolve straightforward problems. Tougher problems are easily escalated for higher levels of service.
Better tracking of issues
Virtual help desks track data that lets you see what kinds of issues your team is repeatedly facing, so you can take steps to address the root cause.