Back office customer service: who it is and what it does
Today, the customer is the center around which every business activity revolves, and within this...
Giving customer assistance is a critical concern for companies. For this reason, many rely on an external help desk service, delegating this important and delicate function to specialists.
A help desk is the service that provides information and assistance to users who have problems with a product or service. One can contact the help desk through different means, including a call center, email, chat, etc. The primary objective of the help desk service is to provide customers with a single point of reference for support requests on most issues.
This service can be limited to the simple collection of user data (call center), together with general information on the problem and its prompt resolution or related sorting of the request to more specialized assistance bodies.
In other cases, it may consist of a professional consultancy, arranged across several levels and able to cover a wide variety of problems, both technical and applicative. This type of advanced support takes place through ticketing software.
A help desk service does not only concern customer assistance and reception, but also after-sales support. This is a delicate phase in terms of customer experience that must be managed in the right manner to transform the user into a brand promoter.
The help desk is indeed essential, where companies like We Are Fiber assist in outsourcing this service, modulating it according to specific requirements and training qualified personnel on technical, administrative or managerial procedures for which they will have to provide support.
We Are Fiber manages reports, problems, complaints, information and other kinds of requests, using different channels, from the activation and management of a toll-free number to the preparation of a ticket management software, and from email management to instant messaging.
A Help Desk That Works
The help desk should be sufficient to resolve customer issues quickly and effectively. To be sure of their satisfaction, however, it is essential to use specific tools to monitor and evaluate the quality of the service.
To receive feedback from customers, you can call them directly or use digitized services. In this way, you can understand if there are gaps in your customer support service, so as to select the most appropriate strategies to improve them. In addition, you can better comprehend the needs and requirements of your customers, offering a support service which is crafted in an "ad hoc" manner for them.
We Are Fiber is able to offer a first and second level help desk service, active 24 hours a day and 7 days a week for every need.
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