SystemsNet Blog

IT Help Desk Advice: Do Not Let The Holidays Bring You Frustrations and Headaches

smiling woman help desk during the holiday season

Holiday Help Desk

Today, customers have expectations that many businesses may see as unreasonable. These expectations are seen as even more unreasonable during a holiday break. One of the things you want to avoid doing as a business is letting your customer service fall by the wayside.

The holidays are one of the most important times of the year for any business, and this means your customer service should be at the highest level. If you want to be a bright star in the middle of frustration, confusion, and headaches, you need to have the right support team in order to provide outstanding customer experiences.

Make Plans Early

We recommend that you make plans for the holidays months ahead, preferably two or three months ahead. When you make plans ahead of time, you will be able to set goals that you should be able to obtain. If your business has seen an incredible amount of growth this year, you should certainly plan ahead of time. You can review customer feedback and surveys from previous years in order to get a better idea of what needs to be improved and what can remain the same.

Instill Confidence In Your Customer Service Agents

If you want your customer service agents to deliver outstanding customer service to your customers, you should do your best to instill confidence in all your agents. Remind your agents that you trust them and believe in them. When you have an entire team of customer service agents that can deliver outstanding customer service, you will give your business a competitive advantage over the other businesses in your industry.

Make Sure Customers Are Being Heard

You will receive a variety of messages in your email inbox and social media inboxes. When you receive so many messages at once, your customer service agents may be slowed down. One of the best things you can do is to make sure the customer messages are being assigned to the right it customer service agent. You want the right customer service agent to be assigned to address a particular problem the customer may have.

Allow Customers To Find Answers

Many customers do not always want to call or email a company in order to get an answer. Sometimes customers ask the same questions, and one of the best ways to resolve this issue is to provide an area where the frequently asked questions will be answered. If you provide an area on your social media page or your website that answers the common questions, many of your customers will be able to resolve their own issues with the support page you are providing.

Resolve The Issues In A Reasonable Amount Of Time

When customers have an issue that needs to be resolved, you will want your customer service agents to resolve those issues as soon as possible. You should set goals to deliver quick response times. When you can resolve issues in a quick timeframe, your customers will appreciate the efforts your customer service agents are taking. Your customers will also be assured that you will always deliver support when it is needed.

The holidays will always feel stressful, regardless if you are at home or at work. Thankfully, there are outlets for you to use. When you outsource help desk support, you will not have to worry about any issues regarding the internet, routers, etc. You do not want to be caught off guard with an IT crisis in the middle of the holiday season.

Are you worried about your help desk during the holidays? Please do not hesitate to contact us today for more information on what you can do to avoid a frustrating holiday season.

Answers To Your Hosted VoIP Questions

VoIP (Voice over Internet Protocol) Dialing on phone system

What are the most common VoIP questions?

VoIP(Voice over Internet Protocol) has been around for many years now, but many business owners and business managers are just now gaining an understanding of how essential VoIP can be to their business models. More businesses are adopting VoIP solutions so they can reap the benefits that their competitors are reaping.

We know there many things that you will need to consider before you make the decision to use VoIP for your business. It can be a tricky process for many business owners, but we hope we can make the entire process a little easier for you.

How Quickly Can You Get VoIP Services?

We recommend that you avoid rushing into the process of implementing VoIP services, especially if you do not have the full understanding of VoIP, as well as the equipment and infrastructure to support it. If you want to avoid a huge letdown and if you want to avoid seeing VoIP services in a negative light, you should ease into the implementation process.

We would not recommend installing a new infrastructure overnight, so we do not recommend switching to VoIP overnight without knowing the ins and out. Your business needs to make sure all the pieces are in place. One of the best things you can do is to connect with the staff of the VoIP provider you are considering using. The expert staff will be able to answer any question you may have, and eventually lead you in the right direction. You may find that you are not quite ready for VoIP, but you can still get everything prepared for when you are fully ready.

Will I Need Backup?

VoIP is known for its reliability, but we all know that natural disasters and accidents can happen at any given moment. A hosted VoIP solution will still be impacted if there is a power outage in your area. Power outages do not occur often in many areas, but power outages can occur more frequently during the winter. Will you have the equipment you need to manage power outages when you implement your hosted VoIP solutions?

What Type Of Hardware Do I Need?

When you use Hosted VoIP infrastructure, you will definitely phones. So, it is important that you have a clear idea of how you plan to connect with your staff. If you want to use soft phones with USB headsets, you will have this option. You will also have the option to use digital IP phones. If you have employees who are working from home, you should make sure they will have the necessary equipment as well.

Can I Use My Current Equipment?

Many businesses have quickly discovered that their VoIP solutions have been negatively impacted by their decision to use old equipment. In order for your VoIP solution to be effective, your routers will be a critical part to your infrastructure. If you want VoIP to be installed in your entire workplace, we would suggest that you stay away from the cheaper routers. You will discover that you can find great quality routers that are in your budget range. You will be able to find various sites and reviews that will give you insightful information on affordable and high-quality routers.

When it comes to VoIP, many people think that this solution is only for the larger business. However,this is not true. If you have a small business with only a few employees, you will find many benefits to using a hosted VoIP solution. You do not need to have hundreds or thousands of VoIP users in order to enjoy the benefits of VoIP. Even if you have a few users, you will still be able to find a VoIP solution at an affordable rate.

For more information on VoIP services, contact us today.

Does Your Backup Disaster Recovery (BDR) Solution Put You At Ease?

The right backup disaster recovery solution this winter season shown with a laptop in the snow after a blizzard

BDR is the clear choice for your backup needs.

If your business loses access to its data in the upcoming days, what would you do? How long do you think it will take you to recover from losing access to your data? For many businesses, losing access to data for one day can mean the entire business operations will be shut down until the issue is fixed.

With the start of January arriving, it is important that you take some time to review your current Backup and Disaster Recovery (BDR) plans before the next winter storm hits your area.

Your business can make it through terrible weather, disasters, power outages, and data loss if you are prepared. Many businesses make the decision to use a back-up solution. Unfortunately, many of those businesses are not able to recover in time when things go awry. This is why so many businesses have to close their business for good.

When you back up your data, you have only finished half the battle. It is also important that you need to be able to access all of your data in the case of an emergency. With the right services, you will be able to fully recover from disaster loss or data loss in a small amount of time. With the right services, your business will be up and running in no time.

When you have the proper BDR(Backup and Disaster Recovery) solution, your business can be operating again in a matter of minutes. When a business is down for even a short period of time, this can significantly hurt a company’s morale. Many businesses overlook the importance of getting their business running again after downtime. Many of the businesses do not pay attention to how long it takes for them to reboot their networks.

When your business finds the right BDR solution, you will not have to worry about several problems, including the following:

  • You will not have to worry about losing access to data that has been accidentally deleted. You will be able to get this data back.
  • You will not lose your data if your network or data has been hacked.
  • If any of your equipment has been lost or damaged, you will be able to retrieve this data.

We all know how vulnerable data can be. Data can be compromised at any given moment. Data can be compromised in a cyber attack, data can be lost during a power outage or natural disaster, and data can be deleted accidentally. When you take advantage of a business continuity solution, you will be able to restore everything you have lost during any point in time.

You do not have to have any fear during emergency situations because your business will not have to stop. With a local device, you will be able to restore any lost files, any lost applications, and so much more in a matter of minutes. A cloud backup will offer you the level of security you need if your system is ever in jeopardy.

It does not matter if you ever experience a power outage, fire, flood, natural disaster, or emergency situation, your Backup and Disaster Recovery(BDR) solution can restore everything you have lost. Your employees will also be connected to your business operations, and this will allow your business to continue running even if the office has been totaled. It does not matter where you will be located in the world, you will have access to your files, folders, and other applications.

If you want to have a BDR solution what will put your mind at ease, contact us today and ask about our services.

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