--- title: "Help Desk: a fundamental service for a call center that works" description: A help desk is the service that provides information and assistance to users who have problems managing a product or service image: https://www.wearefiber.com/hubfs/Imported_Blog_Media/Image-31A-1024x576.jpg --- [![](https://www.wearefiber.com/hs-fs/hubfs/Risorsa%2037.png?width=273&height=90&name=Risorsa%2037.png)](https://www.wearefiber.com/en/) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) - [Customer Service](https://www.wearefiber.com/en/customer-service-in-outsourcing) - [Ticket management](https://www.wearefiber.com/en/ticket-management-in-outsourcing) - [Digital customer care](https://www.wearefiber.com/en/digital-customer-care) - [Help Desk](https://www.wearefiber.com/en/help-desk-in-outsourcing) - [Chatbot](https://www.wearefiber.com/en/chatbot-in-outsourcing-1) - [Booking office](https://www.wearefiber.com/en/booking-office-outsourcing) - [Smart assistance](https://www.wearefiber.com/en/smart-assistance-in-outsourcing) - [Back Office](https://www.wearefiber.com/en/back-office-in-outsourcing) - [Data entry](https://www.wearefiber.com/en/data-entry-outsourcing) - [Data enrichment](https://www.wearefiber.com/en/data-enrichment) - [Document management](https://www.wearefiber.com/en/gestione-documentale) - [Logistic management](https://www.wearefiber.com/en/gestione-logistica) - [Order management](https://www.wearefiber.com/en/gestione-ordini) - [Process Management](https://www.wearefiber.com/en/process-management-in-outsourcing) - [Control room](https://www.wearefiber.com/en/control-room-outsourcing) - [Quality audit](https://www.wearefiber.com/en/quality-audit-in-outsourcing) - [Robotic process automation](https://www.wearefiber.com/en/robotic-process-automation-in-outsourcing) - [Outbound Marketing](https://www.wearefiber.com/en/outbound-marketing) - Industry - [Healthcare](https://www.wearefiber.com/en/healthcare-in-outsourcing) - [Ecommerce](https://www.wearefiber.com/en/ecommerce-in-outsourcing) - [Food delivery](https://www.wearefiber.com/en/food-delivery-in-outsourcing) - [Retail](https://www.wearefiber.com/en/retail-in-outsourcing) - [Finance & Insurance](https://www.wearefiber.com/en/finance-e-insurance-in-outsourcing) - [Mobility](https://www.wearefiber.com/en/mobility-in-outsourcing) - [Travel](https://www.wearefiber.com/en/travel-in-outsourcing) - [B2B services](https://www.wearefiber.com/en/b2b-services-in-outsourcing) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) # Help Desk: a fundamental service for a call center that works January 31, 2022 2 minutes to read 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](https://www.wearefiber.com/en/2021/01/04/ticketing-systems-what-they-are-and-how-to-make-the-most-of-them/).    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 ![Help Desk](https://www.wearefiber.com/hs-fs/hubfs/Imported_Blog_Media/Image-31A-1024x576.jpg?width=1024&height=576&name=Image-31A-1024x576.jpg)   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](https://www.wearefiber.com/en/2020/09/14/first-and-second-level-help-desk-what-is-it-and-how-does-it-work/) service, active 24 hours a day and 7 days a week for every need.    Would you like to know more? [Contact us!](https://www.wearefiber.com/en/schedule/) - - - - - [mailto:?subject='https://www.wearefiber.com/en/blog/2021/02/03/help-desk-a-fundamental-service-for-a-call-center-that-works'](mailto:?subject='https://www.wearefiber.com/en/blog/2021/02/03/help-desk-a-fundamental-service-for-a-call-center-that-works') [Back office and help desk solutions](https://www.wearefiber.com/en/blog/tag/back-office-and-help-desk-solutions) ### Recent posts ### Post tag - [Social and customer care service (100)](https://www.wearefiber.com/en/blog/tag/social-and-customer-care-service) - [Outsourcing and Process management solutions (62)](https://www.wearefiber.com/en/blog/tag/outsourcing-and-process-management-solutions) - [Data entry solutions (27)](https://www.wearefiber.com/en/blog/tag/data-entry-solutions) - [Back office and help desk solutions (26)](https://www.wearefiber.com/en/blog/tag/back-office-and-help-desk-solutions) - [Ecommerce and order management (25)](https://www.wearefiber.com/en/blog/tag/ecommerce-and-order-management) - [Teleselling and telemarketing (17)](https://www.wearefiber.com/en/blog/tag/teleselling-and-telemarketing) - [Logistics management and food delivery (6)](https://www.wearefiber.com/en/blog/tag/logistics-management-and-food-delivery) - [Knowledge base (5)](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [CSR Projects (2)](https://www.wearefiber.com/en/blog/tag/csr-projects) - [healthcare (1)](https://www.wearefiber.com/en/blog/tag/healthcare) See all ## Related Posts ## [Optimizing the Help Desk: An Opportunity to Differentiate](https://www.wearefiber.com/en/blog/2020/08/12/optimizing-the-help-desk-an-opportunity-to-differentiate) January 31, 2022 The Help Desk, also called The Service Desk, is essentially the first level of support services for... [CONTINUE READING](https://www.wearefiber.com/en/blog/2020/08/12/optimizing-the-help-desk-an-opportunity-to-differentiate) ## [First and Second Level Help Desk: What is it and how does it work?](https://www.wearefiber.com/en/blog/2020/09/14/first-and-second-level-help-desk-what-is-it-and-how-does-it-work) January 31, 2022 New technologies have made it possible to improve **call centers** for private and public companies,... [CONTINUE READING](https://www.wearefiber.com/en/blog/2020/09/14/first-and-second-level-help-desk-what-is-it-and-how-does-it-work) ## [Outsourcing customer service pays off: the benefits](https://www.wearefiber.com/en/blog/2021/05/17/outsourcing-customer-service-pays-off-the-benefits) January 31, 2022 **Why do companies outsource customer service?** This is indeed a legitimate question considering that... [CONTINUE READING](https://www.wearefiber.com/en/blog/2021/05/17/outsourcing-customer-service-pays-off-the-benefits) [![logo bianco WAF](https://www.wearefiber.com/hs-fs/hubfs/logo%20bianco%20WAF.png?width=170&height=54&name=logo%20bianco%20WAF.png "logo bianco WAF")](https://www.wearefiber.com/it) #### [Certifications](https://www.wearefiber.com/it/le-nostre-certificazioni) | ![27002-588x600](https://www.wearefiber.com/hs-fs/hubfs/27002-588x600.png?width=50&name=27002-588x600.png) ![data destruction](https://www.wearefiber.com/hs-fs/hubfs/data%20destruction.png?width=50&height=50&name=data%20destruction.png) ![SOC 2 TYPE 1](https://www.wearefiber.com/hs-fs/hubfs/SOC%202%20TYPE%201.png?width=40&height=55&name=SOC%202%20TYPE%201.png) | ![iso_0000_Livello-3](https://www.wearefiber.com/hs-fs/hubfs/iso_0000_Livello-3.png?width=50&height=50&name=iso_0000_Livello-3.png) ![icon green](https://www.wearefiber.com/hs-fs/hubfs/icon%20green.png?width=50&height=50&name=icon%20green.png) ![soc-2](https://www.wearefiber.com/hs-fs/hubfs/soc-2.png?width=43&height=58&name=soc-2.png) | ![iso_0002_Livello-1](https://www.wearefiber.com/hs-fs/hubfs/iso_0002_Livello-1.png?width=50&name=iso_0002_Livello-1.png)![pci](https://www.wearefiber.com/hs-fs/hubfs/pci.png?width=50&height=50&name=pci.png)   | | --- | --- | --- | #### Contacts [info@wearefiber.com](mailto:info@wearefiber.com) Rruga “Don Bosko”, Kompleksi "Don Bosko", Kulla 7, kati I-re Tiranë #### Company - [Our story](https://www.wearefiber.com/en/about) - [Vision](https://www.wearefiber.com/en/approach) - [Meet our team](https://www.wearefiber.com/en/approach) - [Career](https://www.wearefiber.com/en/careers) #### Insights - [Blog](https://www.wearefiber.com/en/blog) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) #### Services - [**Customer Service**](https://www.wearefiber.com/en/customer-service-in-outsourcing) - [Ticket Management](https://www.wearefiber.com/en/ticket-management-in-outsourcing) - [Digital Customer Care](https://www.wearefiber.com/en/digital-customer-care) - [Chatbot](https://www.wearefiber.com/en/chatbot-in-outsourcing-1) - [Booking Office](https://www.wearefiber.com/en/booking-office-outsourcing) - [Smart Assistance](https://www.wearefiber.com/en/smart-assistance-in-outsourcing) - [**Back office**](https://www.wearefiber.com/en/back-office-in-outsourcing) - [Data Entry](https://www.wearefiber.com/en/data-entry-outsourcing) - [Data Enrichment](https://www.wearefiber.com/en/data-enrichment) - [Document Management](https://www.wearefiber.com/en/gestione-documentale) - [Logistic Management](https://www.wearefiber.com/en/gestione-logistica) - [Order Management](https://www.wearefiber.com/en/gestione-ordini) - [**Process Management**](https://www.wearefiber.com/en/process-management-in-outsourcing) - [Control room](https://www.wearefiber.com/en/control-room-outsourcing) - [Quality Audit](https://www.wearefiber.com/en/quality-audit-in-outsourcing) - [Robotic Process Automation](https://www.wearefiber.com/en/robotic-process-automation-in-outsourcing) - [**Outbound Marketing**](https://www.wearefiber.com/en/outbound-marketing) #### Industries - [Healthcare](https://www.wearefiber.com/en/healthcare-in-outsourcing) - [Ecommerce](https://www.wearefiber.com/en/ecommerce-in-outsourcing) - [Food delivery](https://www.wearefiber.com/en/food-delivery-in-outsourcing) - [Retail](https://www.wearefiber.com/en/retail-in-outsourcing) - [Finance & Insurance](https://www.wearefiber.com/en/finance-e-insurance-in-outsourcing) - [Mobility traveler](https://www.wearefiber.com/en/mobility-in-outsourcing) - [B2B Services](https://www.wearefiber.com/en/b2b-services-in-outsourcing) #### Newsletter ###### Follow us on - [Privacy Policy](https://www.wearefiber.com/en/privacy-policy) - [Cookie Policy](https://www.wearefiber.com/en/cookie-policy) - [Terms & Conditions](https://www.wearefiber.com/en/termini-e-condizioni) Back to top ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "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. Would you like to know more? Contact us!", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Help Desk: a fundamental service for a call center that works", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Image-31A-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/02/03/help-desk-a-fundamental-service-for-a-call-center-that-works", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ```