The Importance of 24/7 Technical Support
As the world increasingly relies on technology, it’s more important than ever for IT companies and departments to provide 24/7 technical support. Here are four reasons why:
- Technology never sleeps. Just as people around the world are working at all hours of the day and night, so too are the machines they rely on. If something goes wrong with a piece of equipment or software outside normal business hours, it can cause major disruptions.
- Downtime is expensive. Every minute a machine is down is money out of the company’s pocket. In some industries, such as manufacturing, even a few minutes of downtime can cost thousands of dollars.
- Customers expect it. In today’s 24/7 world, customers expect to be able to reach a company at any time of day or night. If they can’t, they’ll take their business elsewhere.
Cost-Effective Help Desk Outsourcing
How much would it cost to staff your own 24-7 help desk call center? How much time and effort would it take to configure the technology, develop workflows, train staff, and complete the various other tasks necessary to get up and running? With CMS, these costs can be avoided.
Our call center infrastructure is already in place, and integrating your business processes is simply a matter of plugging data into our system. Every month, all you pay for is the time our operators spend on the phone working on your account.
100% Customizable Tier 1 Technical Support
Our help desk call center services are designed to fit your needs and integrate with the applications your team already uses.
Every business is different, and we’re committed to ensuring all our help desk solutions adapt to our client’s unique needs. That means we work closely with you on the details, such as integrating your CRM into our call center, creating work tickets directly within your system, accessing knowledge-base information and acting as the first tier of support for your users, and more. With our four decades of experience and premier in-house IT staff, there’s no limit on what we can do to make your utilization of our services a success.
Improve Response Time
In addition to providing your callers with quality customer service, our tier 1 help desk provides your technology business with a 24-hour call center for processing potentially critical issues. Although many callers need basic support, you never know when you will experience a major system failure that requires immediate attention. With our help desk service, protocols for handling these events are built into our system, allowing us to initiate your emergency response at a moment’s notice.
Customer Support Expertise
Just as you know your technology, we know customer service. We have provided communication solutions to thousands of organizations over the last fifty years, and we’re the ideal partner for any IT company looking to improve the first level of support that they are providing their users.