What is IT service desk support?

An IT service desk helps customers resolve and manage service requests. The team also compiles a self-service knowledge base and can provide metrics on its efficiency.

What are the best service desk providers?

SupportYourApp is among the best service and help desk service providers.

Will my business benefit from a help desk team?

If set-up and managed properly, a help desk team will be beneficial to any business from a small startup to a big enterprise.

Is hiring a help desk team expensive?

The price of a help desk team depends on the number of people on the team, hours of coverage and languages spoken. If you want to find out more about SupportYourApp pricing, message us at hi@supportyourapp.com.

A help desk is a tool that helps businesses organize and manage customer support and communication.

Help Desk Services

Provide superb customer support with outstanding help desk services from SupportYourApp.

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IT Help Desk Outsourcing

Features

Managing the knowledge base
Resolving and escalating customer tickets
Adhering to SLAs
Developing self-service options for customers
Tracking all incoming and outgoing customer communication

250+ companies worldwide have already chosen SupportYourApp

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Why Choose SupportYourApp

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Personal Approach

We find an approach to every client’s needs.
Effective Support Tools

We implement the best and up-to-date tools into our daily work.
Expertise

We have a decade of expertise in delivering superb customer service.
24/7 Customer Support

We operate 24/7/365, including holidays.
Expert Teams

Our teams are ready to help your customers with any issue.
60+ Languages

We speak all major languages across major markets.

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in 10 days Integration: FAQ, template development, system integration, etc.
in 1 month LAUNCH: 1st month prepayment and we go LIVE
after 2 months 1st month revision, prepayment for 2nd month. Your customers are happy and so are you!

From any Channel...

Your customers will be heard through any channel you choose...

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in-app
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...any channel

...to any Integration

...and we can integrate with all major CRM systems or add a new integration just for you.

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Ultimate Security

The level of attention to security is completely unheard of for the support industry. For example, we have obtained PCI DSS Level 1 Service Provider certification for our facilities. It ensures data safety for you and your customers.

PCI DSS Level 1 certification — the highest level of security that ensures 100% data safety and allows gathering and processing financial and credit card information.
GDPR — full compliance with the EU General Data Protection Regulation act — a legal framework that sets scopes for the collecting and processing of personal data of the EU citizens by the companies operating inside the EU.
ISO — process certification that ensures clients’ data protection and management in accordance with global standards.
Digital Millennium Copyright Act is a law that regulates the usage of copyrighted technology, devices and services and prohibits their unauthorized usage.

Services Catalog

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Custom Software

For the past 10 years we have built our own tools for handling customer support flow. And we are sharing it with you:

QUIDGET

AI agent builder designed to help businesses manage the high volume of routine customer questions by automating up to 80% of basic support tasks.

EUPHORIC.AI

Multichannel help desk powered by AI that brings emails, messages, and calls in one inbox, making it easier to stay organized and respond faster.

Clients Reviews

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Kevin La Rue from Skylum, Inc. — **Kevin La Rue** Vice President,
Skylum, Inc.,
Skylum.com,
US.

Todd Penny from GoCodes — **Todd Penny** Founder,
GoCodes,
gocodes.com,
US.

Monica Perez from Sign Easy — **Monica Perez** Head of CS,
Sign Easy,
signeasy.com,
US.

Chris Devor from Macroplant, Inc. — **Chris Devor** CEO and founder,
Macroplant, Inc.,
macroplant.com,
US.

Josh Brown from Softorino Inc. — **Josh Brown** CMO,
Softorino Inc.,
softorino.com,
US.

Oliver Breidenbach from Boinx Software Ltd. — **Oliver Breidenbach** CEO and founder,
Boinx Software Ltd.,
boinx.com,
Germany.

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July 16, 2021 by SupportYourApp

Help Desk Services for Your Business

Table of Contents

What are help desk services?

A help desk is a tool that helps support teams provide professional support services by centralizing the information gathering and automating the resolution processes. IT help desk service software and solutions allow the teams to manage clients’ and customers’ requests faster: tickets do not pile up and businesses have a consistently high satisfaction KPI.

Core features

Analytics

Analytics and dashboards can help both support teams and their managers provide better customer support and elevate customer satisfaction. With 60-73% of customer data going unused by businesses, gathering them is clearly not enough. Implementing the right analytics and ensuring the team and customers get the best of the data gathered by the help desk software will make support services run smoothly.

Omnichannel support

Adopting omnichannel customer communication helps businesses get 91% more revenue. At the same time, 87% of customers believe businesses need to invest more into providing seamless help desk services and support. Proper help desk solutions will help support teams provide customers support across all channels of communication: chat, phone, email, and even social media. As a result, no customer ticket gets overlooked or lost.

Automation

More than 30% of businesses use AI and other automation tools to provide assistance to their customers. It helps support teams be more precise and efficient. Some modern service desk services already have automation tools built in.

Businesses that provide outsourced customer support service can also develop their own CRM and help desk software. This allows them to automate the processes they need and makes them even more efficient. It also lets them add and develop their help desk services as needed, making sure they are always at the top of their game.

Collaboration

Collaboration within a support team is very important. When the process is set up correctly, a team has the opportunity to communicate and implement a service help desk to its fullest extent. Proper help desk services provide support teams with the means to communicate and work efficiently.

Types of help desk support services

Web help desk

Web help desk is a software that allows support teams to manage customer tickets and the entire customer communication. Online help desk service ensures 24/7/365 availability as well as an omnichannel approach.

Mobility and flexibility — these are the main advantages of web help desk services.

In-office help desk services

In-office teams are a great solution for enterprises or companies requiring their support team to include 1000 and more people.

Although, they do have certain disadvantages:

1. They are usually more expensive than outsourced services — IBM managed to cut their support expenses by 97% by simply outsourcing the team.

2. An in-house help desk services team needs to be maintained and managed. Services of an in-house team pull attention from other business processes.

3. An in-house team will not be as flexible and adaptable as an outsourced help desk solution, which could result in the fall of the satisfaction KPI.

Outsourced help desk services

Outsourced help desk services are a great alternative to an in-house team. It might be more adaptable, flexible, secure and generally suit a business more than an in-house help desk services solution. Outsourced IT help desk services team is perfect for businesses that want to free up resources and provide better services to customers from anywhere.

SupportYourApp and key IT services desk support benefits

SupportYourApp has been providing outsourced help desk services to tech businesses for more than a decade. We have a lot of knowledge and experience in supporting customers with the most different needs.
24/7 customer support

90% of customers say they want support teams to answer their questions instantly. Lacking around-the-clock customer support and help desk services means a business will miss a lot of requests, resulting in low satisfaction KPI and retention rate.

SupportYourApp works 24/7/365. We are ready to answer any customer’s question whenever they need and provide them with any help. Our teams have a constant 95% customer satisfaction KPI. We cover chat, emails, phone and any other channels of communication your customers prefer.
Elevated satisfaction level
The lower a business’ customer satisfaction level is, the lower the retention rate will be. As a result, the lower the revenue rate will be. This simple equation tells us — if a business wants to get higher revenue, it should elevate its customer satisfaction. How? We do it by following simple steps:
- Being empathetic.
- Using all tools in your disposal to help a customer.
- Escalating tickets if on-sight resolution is impossible.
- Communicating with a customer for as long as the resolution takes.
- Using positive language and affirmative and polite tone only.
These easy steps make sure our teams are 100% efficient and can help any customer.
Streamlined workflow

Help desk software helps support teams streamline their workflow and be more efficient as a result. Even though we at SupportYourApp have established a culture of communication a long time ago, we are always searching for ways to further perfect our communication with each other and our clients’ customers. Help desk services software helps us with optimizing our communication and making it smooth.
Cost saving and flexibility

A lot of companies look for an outsourcing partner to cut their expenses while improving the level of their services. In-house help desk services teams are not easy to set up and manage, especially for a startup that has to optimize spending whenever possible. Properly set up and managed outsourced help desk services teams can provide businesses with the possibility to save resources even when expanding their support team.

A properly set-up and trained help desk team can help businesses not only to better connect with their customers, but also expand business reach, gain competitive advantage and decrease customer churn.

FAQ

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What is IT service desk support?: An IT service desk helps customers resolve and manage service requests. The team also compiles a self-service knowledge base and can provide metrics on its efficiency.

What are the best service desk providers?: SupportYourApp is among the best service and help desk service providers.

Will my business benefit from a help desk team?: If set-up and managed properly, a help desk team will be beneficial to any business from a small startup to a big enterprise.

Is hiring a help desk team expensive?: The price of a help desk team depends on the number of people on the team, hours of coverage and languages spoken. If you want to find out more about SupportYourApp pricing, message us at [email protected].