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What if you need your answering service to do more than answer your phone and take messages? The best ones can help you out. They’re able to grow as you grow. One common need that companies face as they get larger is help desk support service.
Here are some of the ways help desk support service can help your company become more successful:
Advanced Customer Service: If you have customers, then you have support issues of one kind or another. Whether a product, a service, or something else, there will be times when your customers have questions. When you’re a small company just starting out, you can handle these questions yourself. And as you grow a little bit, you can often cover them in-house. But before long it becomes challenging or counterproductive to attempt to handle these help desk type questions internally.
When it comes time to outsource them, check with your answering service. Today’s advanced answering services have the skilled staff and the requisite technology already in place to handle your help desk for you. This can be overflow calls, after-hours inquiries, or 24/7 coverage.
Call Escalation: Whatever level of help desk service is provided, there is a protocol for escalating a call from one level to the next. Your answering service understands this and knows how to make an effective handoff, moving more intricate calls to the level of support they require. This may mean transferring a help desk inquiry to one of their more senior agents, or it may require them tapping into the expertise at your company. This is normal in a help desk situation.
When some of the more advanced help desk calls require greater expertise than your answering service is equipped to handle, they can gather the required information and pass the call on to your staff. Remember that the expectation of a help desk is not to answer 100 percent of the calls, but to handle the vast majority of them. This frees up your in-house experts to address the most critical situations, while not bogging them down with routine calls.
Lead Qualification: A variation of help desk support is lead verification and lead qualification. Just because someone asks about your product or service, doesn’t mean they’re a good prospect. First, they may have a need your company can’t provide. It’s best to find this out sooner, rather than later.
Also, the person inquiring may not actually be interested in buying, be getting information for someone else, or not have the authority to make a purchase. Most critical is whether it’s realistic for the person or company inquiring to be able to afford your product or service. Let your lead qualification help desk determine these things before passing the lead to sales for follow-up.
Sales Support: Another variation of help desk service is providing sales support. In this case, the goal is usually not to close the sale but to move the prospect closer to saying, “Yes.” This can include verifying pricing, checking availability, or seeking additional information. It could cover verifying the terms and conditions or asking more questions. Having 24/7 sales support helps your sales team be more effective and close more sales. And this starts with a help desk support service from your professional telephone answering service.
Help desk support service from your answering service is an ideal solution for growing companies who want to be more effective, serve their customers better, and improve their bottom line.
Richard L. Hutcherson is the director of operations for Answering Service One, a new kind of answering service that wants to become your number one resource to handle your communication needs. Contact Richard at 865-505-0456. Peter Lyle DeHaan is a freelance writer from Southwest Michigan. Check out Answering Service One to see if they’re the right answering service solution for your business.