We provide internal and external help desk functions with a single point of contact for your customers and/or users. We use state-of-the-art technology such as intelligent telephone systems, e-mail, facsimile, and web forms to implement a system of best practice for delivering first level or “Tier 1” helpdesk services and customer support programs.
We develop and maintain best practices in a knowledge base and are available to assist you to resolve repeatable problems quickly.
- Establishes a foundation for a Knowledge Management System to house information collected and experience gained from troubleshooting so that it can be documented and shared across the organization to resolve similar recurring problems or to identify root cause fixes that eliminate the problems completely.
- Ensures each problem situation has only one clearly defined problem owner with clear accountability to manage the overall situation to an acceptable resolution.
- Ensures that service levels are communicated to your organization and users.
The helpdesk function from Livebizops offers the right mix of productive agents with state-of-the-art technologies to ensure a complete multi-channel solution. With appropriate tracking and standardized operational practices, our services improve your programs and resolution times.