Helpdesk informatique et Réception d'Appels

What is a Help Desk?

Customer Support: The Key to Retention and Growth
Attracting and retaining customers requires exceptional support. A help desk, also known as a customer support center or hotline, centralizes and simplifies handling customer, prospect, and user inquiries through phone and other channels like live chat.

Help Desk Functions:

Informing customers and prospects about your products and services.
Assisting customers to resolve problems relating to products and services.

Providing IT help desk support for software users, including guidance on product setup and technical problem resolution (especially for software publishers or companies offering technical products).

Why Outsource Phone Support to Leads Provider?

Our phone support expertise allows us to create exceptional customer and prospect experiences that foster long-term relationships, set you apart from competitors, and demonstrate your commitment to customer care. This translates to increased customer retention, a secured customer base, and ultimately, more sales. Leads Provider offers optimized inbound call management and effective phone support – the cornerstone of acquiring, winning over, and most importantly, retaining customers.

The Power of Quality Customer Relationships

While the quality of your products and services is crucial, your success also hinges on building strong customer and prospect relationships. In today’s competitive landscape, telephone support has become a game-changer. High-quality phone support delivered by customer relations professionals simplifies managing the entire customer lifecycle, ultimately fostering the longevity and growth of your business.

Advantages of outsourcing the management of your incoming calls

Among the advantages ofoutsourcing your telephone support to Leads Provider :

Experience You Can Trust: Exceptional Customer Service: Outsourcing your phone support to Leads Provider allows you to leverage our experienced teams and proven expertise in customer relations. You can be confident that your customers’ and prospects’ inquiries and issues will be handled professionally by a team dedicated to quality service
Our staff meticulously diagnoses technical problems and resolves them efficiently, minimizing resolution times.
Boost Efficiency with Streamlined Call Management: Leads Provider has invested heavily in advanced helpdesk solutions designed to handle customer interactions effectively. All calls are recorded on our servers with detailed information for easy reference. Additionally, our comprehensive reporting module provides precise activity monitoring. We’ll grant you access to a dedicated dashboard for your business, allowing you to track campaign metrics in real time.
Flexibility to Match Your Needs: Leads Provider, a telemarketing company, understands the importance of adapting to your business’s rhythm. By outsourcing your customer hotline to us, you gain access to phone support services whenever you need them. We offer both permanent and partial support options to fit your specific requirements.

Inbound Call Management: The Leads Provider Approach

At Leads Provider, our team follows a clearly defined, seven-stage process for handling your inbound calls:

Step 1: Contacting and Identifying Callers

Warm Welcome: Our staff introduces themselves and your company, creating a positive first impression.
Caller Identification: We use caller ID to identify returning customers and automatically access their information for personalized service.
Tailored Interaction: Based on the caller’s identity and reason for contact, our team personalizes the call for a more relevant experience.

Step 2: Understanding Customer Needs

Active Listening: We encourage customers and prospects to express themselves freely, allowing us to understand their needs and the purpose of their call.
Clarifying Questions: If a request is unclear, our team asks relevant questions to help callers formulate their needs more precisely.
Rephrasing and Confirmation: We rephrase the caller’s request to ensure we have a clear understanding of their expectations.

Step 3: Putting Callers on Hold

We politely ask for permission to place the caller on hold if further research is needed.
We explain the estimated waiting time and thank them for their patience when resuming the call.

Step 4: Providing Solutions with Helpdesk Tools

Presenting Options: Our team leverages our helpdesk solution to identify and present multiple solutions tailored to the caller’s needs, empowering them to make informed choices.
Explaining the Chosen Option: We thoroughly explain the chosen solution, including any terms and conditions, to ensure complete understanding.
Action Plan Breakdown: Our agents clearly explain the steps involved in the solution so the caller understands the process.

Silence Management:
Our team avoids awkward silences by actively explaining their actions and keeping the caller engaged throughout the process.

Step 5: Validating and Completing the Interaction

Solution Summary: We summarize the chosen solution and the steps involved.
Satisfaction Check: We assess the caller’s satisfaction with the solution and address any further questions or concerns.

Step 6: Offering Upselling Opportunities

Needs Discovery: Through relevant questions, we identify potential unmet needs of the caller. If applicable, we present targeted commercial offers based on the caller’s newly identified needs.
Confirmation of Understanding: We rephrase the new needs to ensure clarity and understanding.
Price Disclosure: We believe in presenting solid sales arguments before discussing pricing.

Step 7: Professional Closing

Thank You and Appreciation: Our staff expresses sincere gratitude to the caller for their time, their patience, and for choosing your company.
Courteous Goodbyes: We politely end the call and wish the caller a pleasant day.

Traceability of Incoming Calls
All incoming calls, exchanges, and interactions with your customers and prospects are recorded on our secure servers for future reference.

The 3 Levels of Our IT Helpdesk

Leads Provider offers tiered phone support solutions to address customer needs of varying complexity:

Level 1: Basic Support
Level 1 support handles general questions requiring basic knowledge. This level typically addresses inquiries about products and services.

Level 2: Moderate Support
Level 2 support tackles more complex issues requiring specific technical expertise. Technicians provide phone-based guidance to help customers resolve these problems.

Level 3: Advanced Support
Level 3 support handles unresolved issues from Level 2. This level comprises expert teams specializing in your company’s products and services to ensure swift resolution for complex problems. By employing a multi-level support structure, Leads Provider efficiently manages customer requests and problems, finding solutions quickly regardless of their complexity.

FAQ

Here are the common steps followed by an IT helpdesk to resolve problems:

Gathering information: helpdesk support begins by gathering detailed information about the problem to understand its nature.
Diagnosis: the technician tries to diagnose the underlying cause of the problem and looks for known solutions for similar problems.
Problem resolution: the technician provides detailed instructions to the software user or uses remote control tools to resolve the problem directly.
Follow-up and testing: the IT helpdesk technician checks with the user to see whether the problem has been solved and whether the software is working properly.
Documentation: throughout the process, the helpdesk technician documents the relevant information to build up a knowledge base and facilitate the training of new technicians.

Several communication methods are used. Here are the main ones:

Telephone: this is the most common method of handling incoming calls and providing effective helpdesk support. Technicians answer calls and provide solutions to customer problems.
Ticket systems: these are used to manage and track support requests. Users submit their requests via a dedicated portal, and will be assigned a unique reference (ticket number). Helpdesk technicians then use these tickets to track, prioritise and resolve problems.
E-mail: customers can send questions or report problems by e-mail, which will be dealt with by technicians.
Live chat: this method allows customers to chat live with agents to obtain solutions to their problems.

Here are a few good helpdesk practices to improve customer satisfaction:

Rapid response: customers appreciate a rapid response to their requests.
Competent staff: make sure your helpdesk support staff are well trained and have the skills they need to respond to customer problems.
Clear communication: avoid complex technical terms. In particular, support technicians need to show patience and empathy.
Clear communication: avoid complex technical terms. In particular, support technicians need to show patience and empathy.
Tracking requests: use ticketing systems to keep track of problems and keep users regularly informed of progress.
Effective problem solving: encouraging helpdesk support technicians to find appropriate solutions by using knowledge bases and collaborating with other team members.
Gathering feedback: regularly ask customers for feedback on their experience with helpdesk support. This can be done via satisfaction surveys. Use this feedback to identify areas for improvement.
Continuous improvement: implement a culture of continuous improvement and regularly assess the performance of your helpdesk support.

Here are a few key indicators for measuring inbound call management and helpdesk support:

Response time: this is the time elapsed between the customer’s initial request for assistance (call, e-mail, chat, etc.) and the first response from the support helpdesk. A fast response time is generally associated with greater customer satisfaction.
Resolution time: this indicator measures the time taken to resolve a customer problem from the initial request to full resolution. A short resolution time indicates an efficient service.
First contact resolution rate: this rate measures the ability of helpdesk support to resolve customer problems on first contact. A high first contact resolution rate is generally a positive indicator.
Customer satisfaction: it is essential to measure customer satisfaction with helpdesk support.
Number of tickets resolved: this is the total number of tickets resolved over a given period. This gives you an indication of the helpdesk’s workload and its ability to handle requests.
Recall rate: this rate measures the frequency with which solved problems require a subsequent recall. A high rate may indicate ineffective problem solving.