We provide the basics. When your computer isn’t working or an application isn’t doing what it’s supposed to, you need fast, accurate and complete resolution. Contact L4IT for Business Helpdesk and Desktop Support in Chicago.
Best Helpdesk Support Services in Chicago | Illinois
The helpdesk support for businesses is a vital function as it is the first point of contact for the customer. Helpdesks must be manned by staff who are knowledgeable, courteous, and have good communication skills. Helpdesk support companies are dedicated to providing helpdesk support for small businesses, medium-sized businesses, and large businesses who require round-the-clock service, application helpdesk support, or a complete technical service resource center.
Choosing the right helpdesk support service
Businesses can choose third-party helpdesk support services based on several metrics. Some of them are the following
Response time or first response time – This is the time between when a ticket is submitted and the initial response by the service provider.
Time to resolution – This is the average time taken to close the ticket which in most cases means the effective resolution of the customer issue.
Customer Satisfaction Score – Once the ticket is closed, the companies send out a short survey to the customer requesting that they share their experience with the service provider. This helps in calculating the customer satisfaction score.
Resolution rate – This metric shows the percentage of issues resolved from the total tickets logged in the system. l4it is Best Helpdesk Support Services in Chicago | Illinois.
Helpdesk support services levels
Helpdesk support services can range from simple queries to more complex ones. A tier system is used to identify and categorize the nature of support provided by the helpdesk support companies.
Tier 0 – This level of support is when customers are redirected to web pages or apps that contain FAQs, product and technical information, manuals, etc. Here the customer can find what he needs without the help of an associate.
Tier 2 – This level handles in-depth technical queries and is usually manned by employees who have a deep knowledge of the product or service.
Tier 3 – This level is supported by the highest level of expertise available in the organization and usually includes the creators of the product or service. These issues may involve the product design, codes, or specifications.
Tier 4 – At this level, queries and passed on outside the organization to vendors and business partners as they are not supported by the organization.
Benefits of outsourcing helpdesk services
Professional and experienced helpdesk support companies can bring great value to your business. They do this in the following ways.
Reduced staffing requirements and elimination of staff issues – Companies who partner with helpdesk support services providers need not hire, onboard, and train help desk specialists. This saves the company time and money for other important business demands.
Provides insights and helps in user communication – Helpdesk support companies who are experienced can collect important customer insights for your business as well as be a medium for customer communication.
Better response time – End users receive timely and complete responses to their software usage questions. This improves their satisfaction level with the business as well.
Cost optimization – Hiring a third-party helpdesk support service can sometimes work out cheaper than hiring an in-house employee and training them.
Add-on benefits – Certain helpdesk support service companies also provide add-on benefits like documentation, FAQs, etc.
L4IT offers desktop support services for Chicago businesses of all sizes and in all industries. Contact us today to learn more. l4it is Best Helpdesk Support Services in Chicago | Illinois.
