For a modern online company, whether you offer software as a service or sell shoes through an e-commerce portal, the help desk is a vital part of nurturing customer relationships. When a customer has a problem or a question, you need to be ready and available or risk creating a breach in your comprehensive policy of customer support. For this reason, your business software suite and network access are vitally important. The quality, reliability, and integrity of your CRM and maintenance of your help desk computer systems can make the difference between a happy customer with a growing sense of brand loyalty and one that feels disconnected enough to seek a new vendor. Managed IT services can provide both broad support and detailed repairs the moment your system shows signs of faltering, ensuring that your help desk stays online and your customers remain satisfied.
Open Communication Channels
The time in which customers either called on the phone or arrived in person with their questions now seems like the distant past. There are now a dozen or more possible ways a client can contact your helpdesk, from social media posts to email and online chat services. Phone calls are still a big part of the customer service package, but these days it’s often done with VOIP instead of conventional phone lines. A managed IT service will help you monitor every avenue for communication and repair them if even a single one goes down. From your chat program to your phone system, you can rely on IT professionals to keep you connected and available.
Fast Service Resolution
Losing connection to the internet may be an irritating hassle at home, but for a help desk office, it can be disastrous. Whether you’ve got one machine that’s started refusing connections or the whole floor goes inexplicably offline, a managed IT service will notice immediately and work at lightning speed to diagnose the problem and get you back online. They will work with your in-house technicians, get on the phone with your ISP, and even send their own people to your building to see if the problem can be found from there. Whatever it takes to restore your internet services, your IT team will provide quickly and efficiently to minimize your downtime.
Managed Network Protection
The best problems are the kind that don’t happen at all. You can always spot a high quality managed IT service when they take the time to monitor your network for early warning signs. By keeping a watchful eye on network activity and data access, your remote IT team and local techs can work together to prevent major issues before they happen. When this is paired with a strong firewall and a comprehensive malware detection system, you have cut off most of the common causes of major network failure. Your customers and support technicians will appreciate the seamless connection that never drops calls and always customer data that is always available when it’s needed.
Best Practices Advice
There are some things only experienced technicians know about computers that can significantly increase the performance, usefulness, and lifespan of your help desk systems. One of the best ways to avoid inconvenient downtime is by taking good care of your machines, keeping your software updated, and maintaining your firewall security. A managed IT service that offers personalized advice can help you make the most of your help desk computer systems and prevent problems in the future.
When your helpdesk is offline you are disconnected from your customers in a way they feel and respond to. In order to minimize downtime and keep your computer systems in the best possible shape for customer assistance, contact us today and we’ll help you find the right managed IT service for your business.