Help Desk Service and Customer Support Management
In any application deployment, especially in a global environment, there will inevitably be questions from users. How you respond to these questions can be the difference between a successful release and a public failure. Your investment models and ROI calculations are predicated on the users actually adopting and utilizing the new system and without easy, accessible support available, many will simply ignore the new technology in favor of the trusted, older systems.
Lionbridge's Help Desk and IT outsourcing services are designed to provide your users with the answers and guidance they need to ensure seamless adoption of a new feature or tool. Working with Lionbridge can help you to improve service levels, operational metrics, and overall customer satisfaction levels while reducing customer support management costs.
We design, implement, and manage efficient, centralized, on-demand Help Desk environments spanning voice, chat, web, and e-mail environments. Outsourcing your Help Desk requirements to Lionbridge enables you to:
- Improve customer service and satisfaction levels through faster response times and multi-channel communication
- Maintain a scalable, efficient, and flexible Help Desk environment, utilizing the latest in center management systems without expanding your in-house infrastructure costs
- Significantly reduce costs without sacrificing quality by leveraging low cost talent in India and gaining economies of scale that only a large Help Desk center can achieve
Our core Help Desk and IT outsourcing offerings include:
- Needs analysis and root cause investigations to optimize the support models as well as origin of typical user queries to address the source of the volumes
- Consolidating and delivering existing services through a dedicated 24/7 offshore support center
- Incident and problem management
- Change management
- Level 1 support: Customer Support Technician - responsible for call handling and verification, problem identification, routing and dispatch
- Level 2 support: Product Support Engineer - responsible for technical troubleshooting using pre-documented solutions, knowledgebase, and product knowledge
- Standardized training modules
- Performance monitoring and measurement against custom SLAs