Why outsource IT help desk with SupportYourApp?
Help desk outsourcing companies are gaining more and more popularity. And there are several good reasons behind it:
- The possibility to cut costs — after all, outsourced solutions cost less than an in-house team.
- The quality of service — outsourced help desk companies like SupportYourApp have their own KPIs and QA tools that will help any organization grow and scale.
- The possibility to deal with real pros — SupportYourApp has been providing help desk outsourcing services to more than 100 businesses around the world. We have been expanding our team with only the best candidates and can surely say that we have all the tools at our disposal to make sure that we provide you with only the best tools and services.
Why SupportYourApp? When it comes to help desk outsourcing we see ourselves as an extension of your team. We seamlessly integrate our consultants into your every-day processes to ensure that your customers get only the best and most needed support as well as see their tickets resolved in a timely and efficient manner. We also provide any other help that you, your business and your customers might need along the way. SupportYourApp is so much more than just a provider of support for your help desk. Providers like SupportYourApp will get you everything you need for a successful run of operation.
Outsource IT help desk with SupportYourApp right now to see results instantly.
Outsourced IT help desk tiers that SupportYourApp can help you with
Famously, help desk support can be separated into several tiers, depending on the complexity of the product and the level of the involvement needed from the support team. We at SupportYourApp have expertise in providing support for all these tiers and can help set up the process for all our clients.
We have experience in providing support for:
Tier 0 (L0, T0)
Tier 0 is essentially a self-help desk. It is usually a knowledge base that can be found on the websites under the names “FAQ”, “QNA”, “About our services” and so on. Our teams gather the information needed to comprise these sections of the websites from the clients and then make it as readable and understandable for your customers as possible.
We have found Tier 0 to be one of the most helpful tools when it comes to help desk outsourcing. First, while it is being composed, our teams are learning everything they need to provide the best outsourced help desk support services they can. Second, it eliminates a lot of pressure and workload of SupportYourApp consultants because customers gain the possibility to resolve some of the simplest and most common issues as well as gain answers to the most common questions themselves.
Tier 1 (L1, T1)
Tier 1 consultants deal with common customer questions that still require explanation and some kind of basic human help. This level of outsourced help desk support usually requires simple answers and knowledge — just enough to make sure that regular and common customers’ questions get answered in the shortest amount of time. With about 80% of the tickets being solved on tier 1, we pay extra attention to SupportYourApp help desk consultant’s knowledge level — it must be up to date, and they must be able to answer all kinds of questions — from the simplest to the most difficult ones.
To make sure that our teams’ skills and knowledge are just enough, we perform regular QA (short for quality assurance) as well as regularly check the level of knowledge of all our consultants. Our Service Delivery Managers are also very glad to act as a bridge between the outsourced help desk support team and the client in case there is any information lacking from the knowledge base.
Tier 2 (L2, T2)
Tier 2 outsourced help desk support consultants are usually more knowledgeable and tech-savvy than those working with tier 1 inquiries. Tier 2 tickets usually have more fluent KPIs — for example: resolution takes more time as the inquiries are more demanding and require more time to be resolved. For such help desk outsourcing scenarios our clients may establish first response time KPI — the time in which our consultants must notify the customer that their inquiry was seen and is being processed.
In order for the customers to know that they are speaking with a real person and not with a robot, these responses must come in as short a time as 15-30 seconds (for chat) and 30-60 minutes (for email). They have to be personalized, and they have to make the customers understand that their help desk tickets are being processed and their issues are going to be resolved soon.
The most technically difficult and demanding of all the tiers — the third one. Tickets on tier 3 often require escalation and need extra attention from the developers or the vendors themselves. For tier 3 our teams must follow up the customers on the status of their ticket as well as the actions needed to resolve the ticket completely. Surely, help desk outsourcing is one of the best ways to ensure fast resolution of tier three tickets as the development team does not get distracted with the ticket of the lower tiers — our consultants will take care of them.
As you can see, help desk outsourcing is the best way to ensure that all customers get their issues resolved in a timely manner and in accordance with their needs.
Outsourced help desk — the process of launching the support team with SupportYourApp
In order to fully understand what the client and their business require when it comes to help desk outsourcing, SupportYourApp Integration Manager organizes a meeting to get acquainted with the strategy and the product as well set the main goals for our collaboration and provide the date when help desk outsourcing team will be able to start accepting calls, chats and emails from your customers.
Development and implementation of knowledge base
The second step in developing and implementing the knowledge base. Our Service Delivery Managers work closely with our clients in order to provide the consultants with all the information they need to deliver the best customer support. We take into account all the specificities of the product and the complexity of the information to set realistic time scopes to launch our help desk support team.
Vendors might not be able to communicate with the team all the time, but our clients are our number 1 priority which means that they must be 100% comfortable with those who provide outsourced help desk support for your product. That is why they can take an active part in choosing, training and interacting with the support team. They can be as involved as they like or want. Our help desk outsourcing services are totally adjustable to their specific needs and wants.
We integrate all the needed tools and systems into our QCRM in order to ensure that the processes are as smooth as they can be. Of course, if needed we can easily work with any other CRM system or communication channels of our client’s choosing.
No consultant starts to provide help desk support for the product without proper training. Learning process includes simulation calls with the Service Delivery Manager, passing various tests and going through feedforward sessions — these steps ensure that the future help desk outsourcing work goes by smoothly and with no roadblocks.
Start of support
As soon as the team is ready, we start the help desk support process. From here on Team Leaders and Service Delivery Managers lead the team and check that their knowledge level and knowledge base are up to date and can easily help them support your product and your customers.
SupportYourApp help desk outsourcing processes are completely see-through. We report about the performance of your team and every consultant inside it. We also resolve any roadblocks that the team might come across during working.