Levels of support at our Australian-based IT help desk - Call Assist - ContactCenterWorld.com Blog
IT help desks play a vital role in customer engagement and satisfaction. Once a customer or client has purchased your product or service, the help desk is often their first contact with your company. A negative experience can harm your business. First impressions really do count – surveys have shown that after a bad experience, customers will avoid a vendor for more than two years and up to 95 percent of the time they will share that bad experience with others – so news travels quickly, particularly when it’s bad!
Level One support is the first level where your customers will deal with another person on the phone or through email contact to provide IT support and basic customer service. IT enquiries for your business are filtered and solved then and there. This is also the best level for information gathering. At level one, the call operator can set up emails, manage domain names as well as provide assistance with and troubleshoot a range of other IT requirements. The goal of level one is to handle and solve 70 to 80 percent of user issues before escalating the problem to the next level.
If the enquiry or issue cannot be solved at level one, the call operator will determine that they should be moved up to level two or three support.
Level two operators generally handle issues involving desktops, laptops and other devices. Problems can include breakages, configuration issues, installation of software, repairs to hardware and more.
At level three, the support is more technical and the problems tend to be more difficult. These often include database, network, administration and infrastructure problems. At Call Assist, our level three operators are experienced and have the ability to think outside the box to solve challenging issues for customers.
If you are an Australian business, the team at Call Assist are your Australian-based IT help desk. We work on your time to provide immediate assistance to your valued clients and customers. For an international business, we are able to provide support throughout your night-time and our day time to ensure 24-hour support is available.
Publish Date: April 23, 2015 5:00 AM
|All Suppliers||Get Listed|
(VIEW OUR PAGE)
HigherGround develops data collection, information storage, and interaction analytics solutions that easily transform data into actionable intelligence, enabling operational optimization, enhanced per...
(VIEW OUR PAGE)
CTI Software is the creator of custom application called Davos, which complements the telephone client solutions with intelligent features such as automated call attendant, call recording and archivin...
(VIEW OUR PAGE)
Advanced AI technology and Natural Language Processing delivered to clients in the Cloud that harnesses both voice and digital conversations. The focus is on building an environment where intelligent ...
View more from Call Assist
Recent Blog Posts:
|Geelong’s premier inbound customer service provider making life easier for allied health professionals||June 28, 2019 5:00 AM|
|Ease pressure on your Geelong business with our virtual office service||May 30, 2019 5:00 AM|
|Inbound customer service can boost your business||March 31, 2019 5:00 AM|
|Geelong market research agency helping clients understand their customers||February 27, 2019 5:00 AM|
|Retain clients through customer service follow-ups||January 31, 2019 5:00 AM|
|Make your Geelong business more effective with our business surveys||September 23, 2018 5:00 AM|
|Inbound customer service specialists for allied health professionals||June 30, 2018 5:00 AM|
|The benefits of Geelong inbound customer service||March 8, 2018 5:00 AM|
|Your experienced telemarketing team in Geelong||February 28, 2018 5:00 AM|
|Our Geelong call centre supports businesses over the festive break||December 22, 2017 5:00 AM|