AnswerNet Call Centers and Answering Services
Help Desk Services
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Help Desk Services

Your customers deserve one-on-one personal attention.

By using AnswerNet’s Help Desk Services, you can provide your customers with excellent customer care and technical support 24/7.

 

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Help Desk Services:

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Resolving issues, helping you retain valuable customers...

AnswerNet’s Help Desk Services can help you reduce your operational costs, increase your customer service and provide your customers with a greater level of support. Our goal is to provide you with successful Help Desk Services an affordable cost.

 

Our staff triages each call by opening a trouble ticket and reliably escalating calls to your appropriate staff member in any format you desire (live patch, voicemail, email or SMS). This ensures your customers receive the support they need.

 

Three Help Desk Service Levels

AnswerNet’s Help Desk Services can be handled and escalated to three distinct levels/tiers:


Level 0: Self-service Solutions for Help Desk

AnswerNet can provide troubleshooting assistance via text or IVR, allowing customers to handle the most basic of technical issues without any intervention from a live help desk representative.

 

Level 1 & 2: General Help Desk Assistance and Experienced Technicians

AnswerNet can provide 24/7 help desk support with shared, dedicated, or hybrid call center agent environments. These help desk agents will answer calls utilizing a customized knowledge base with directions how to handle common technical issues. More complex matters can be escalated to your in-house technical staff.

 

Key Benefits

  • 3 Levels/Tiers to Fit Your Needs
  • Shared or Dedicated Agent Options
  • 24/7/365 Customer Care
  • Established Response Library Minimizes Need to Escalate Calls
  • General Sales Support
  • Order Taking and Payment Processing Services Available
  • PCI‐DSS Compliant

Key Features

  • Flexible, On-the-Fly Scripting
  • Customized Escalation Procedures
  • Dealer Locator
  • Field Dispatch Services
  • Multi-language and Communication Support
  • Disaster Planning and Response
  • Call Patching and Routing
  • Advanced Ticketing System Logs Every Customer Contact
  • Cross-selling/Up-selling
  • Integration with online help desk software

 

Integration with Web-based Help Desk Software

We can customize our services to integrate with your current online help desk software providing you the option to outsource all your help desk calls to us. Our new cloud-based call center platform can include seamless integration with the SugarCRM, Salesforce or Zendesk® web-based help desk software.

 


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Inbound call center services and industries served...

Industries Served:

Financial
Funeral/End-of-Life
Government
HVAC/Plumbing
Insurance
Legal
Medical
Pharmaceutical
Political
Professional
Real Estate
Retail
Sports
Towing
Utilities
Veterinarian

... and many more.

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Customized solutions are available for any business. Virtually any business process that can be performed via phone or web can be outsourced to AnswerNet.

 

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