Know what services you need before meeting with the vendor. Each call center has its own expertise, infrastructure and technology. It may have had experience on a different help desk support in the past. By knowing its major strengths, you can get a good deal if you let them handle several services.
Businesses need to put themselves in the shoes of the customers. If consumers call your technical support or your help desk, it means they are looking for the right reason for the things that have gone wrong along the way.
The recent ATG research study reveals that 30% of customers use three or more channels for a single transaction. Even with the convenience provided by the Internet and the emergence of mobile marketing, data still reveal customers employing the most traditional means – store visit and customer service – for their buying decisions.
Real help however begins with people who provide the service themselves by equipping them with tools and processes to make them effective front-liners. Once they do, this satisfaction stays with them and is passed on to real customers day after day.