Help Desk Setup

Your support web portal is the website your customers are led for self-help, to find more information about your product or services, and discover ways to contact your team. We’ll help design and build a web portal that deflects support requests away from your team and encourages users to self-help with your support content. We’ll also build a contact form to help increase first response resolutions and limit the back and forth communication between your customers and your agents.

This can all be done while keeping the look and feel consistent across your website and customer web portal. We have web development resources to make sure your web portal follows your branding and style guides.

Contact Center Help Desk Audit Optimization for Efficiency Improvements
Your help desk might be a bit older, it might be new, it might have had a few admins setting things up at the same time, maybe settings were changed at different times. We can help audit your help desk agent interface, reporting, and customer web portal so that we can suggest best practice solutions. This can help improve your workflows, improve agent efficiency, improve usability, and encourage your customers to self-help on your web portal before reaching out to your team for support.

Your team might have manual reports in spreadsheets, documents, or queues set up to show past support request counts. They might even have a wishlist of reports too. We’re here to help automate gathering metrics and help your team gain insight in a more automated way. Our customized reports will help your team get away from the manual reporting process that most teams face daily.

Reports and reporting dashboards are completely customizable based on your help desk’s available features. Our team will meet with you during the project launch and determine the reporting needs that your team has so that we can implement settings in your agent interface and customer web portal to make gathering those metrics possible.

System and Tool Integration with Help Desk Contact Center
Your help desk can be integrated with other tools that your support team might depend on for each support request or at some point throughout their workday. Optimizing tool integrations can help speed up your workflow for each support request. This helps save time on each support request, which in turn gives your customers a better experience and saves your management team cost per contact.

We prioritize native help desk app marketplace integrations first. They are most reliably kept up-to-date. We will suggest different marketplaces and integrations as available and set them up upon approval from your team.

It can take time to learn, manage, and maintain a cloud-based help desk or contact center. Admin settings, routing, business rules, onboarding, knowledge base upkeep, standard response updates, and the list goes on. Keeping up with it all and your daily tasks can be a task all in itself. We’re here to take on the work for you and be your on-demand admin support for maintenance, upkeep, and optimization needs. We’ll make the changes you need quickly and efficiently so that your team can get ahead!

Hours can start at a low monthly baseline with the option to add additional hours during any month with email approval. This helps keep monthly costs down and provides you the flexibility to have as little or as much settings miniatous and optimization that you need a month to month.

Your team’s knowledge of your help desk’s functionality is important for ease of use, effective productivity, and quality assurance. We can provide training for your team in a group session and distribute reference how-to documentation for later use.

Your admin team could be knowledgeable in one tool, but brand new to your current help desk. That’s where our team comes in to assist. We’ll provide training to your team of admins so that they can better understand your help desk settings and functionality. We can provide this training in a group session and distribute reference how-to documentation for later use as well.