help desk Services
Often times, when an individual calls for help desk support, they are already frustrated. The task they are attempting to complete isn't working how they expect it to work. When they do reach a help desk agent, they want a courteous, knowledgeable person who can easily walk them through finding a solution. At WESP Communications, our goal is to provide the best help desk support to your customers at an affordable cost to your business.
A tiered help desk support team can relieve your business from many of the common issues and questions that can frustrate callers. WESP agents provide friendly, professional and knowledgeable service to solve those customer issues, leaving more time for your staff to focus on other priorities. In cases where a call is beyond the scope of our tiered support, our staff triages each call by opening a trouble ticket and escalating calls to their appropriate level. WESP offers call escalation through live patch, voicemail, email or SMS text.
Key Features:
- Agents provide step-by-step guidance with predefined scripts that outline possible solutions for a specific support area category
- Warm transfer or send support tickets and escalation notifications to senior support technicians
- Develop reports that provide data regarding broad call categories and specifics on each contact's concerns or questions
- Field dispatch services
- Multi-language and communication support
- Disaster planning and response
- Call patching and routing
- Advanced ticketing system logs every customer contact
- Integration with online help desk software
Key Benefits:
- Tier levels to fit your needs
- Shared, dedicated, or hybrid environment
- 24/7/365 customer care
- Established response library minimizes need to escalate calls
- General sales support
- Order taking and payment processing services available
- PCI-DSS Complaint
WESP's help desk solution allows you a flexible support service that can be adapted to your customer needs. Our affordable coverage takes many of the routine and most common questions away from your technical team, allowing them to focus on more complicated and important tasks. Call or email us today to see how we can create a custom help desk solution for your organization.
