Most IT helpdesks that handle troubleshooting and support interact frequently with customers as they engage in the installation, set-up and ongoing maintenance of products and services. 

Due to the myriad offerings available through a single company, most will invest in either an in-house or external tech support contact center. Regardless of where the help desk is located, the function remains the same: provide multi-level support to diagnose and solve customer problems.

One company, Zeacom, provides its customers with the necessary resources that enable support teams to focus their valuable time and expertise on technical issues instead of administrative ones. That re-allocation of their attention will inevitably increase the rate of first-contact resolution and by extension, customer satisfaction and loyalty.

“Zeacom (News - Alert) Communications Center (ZCC) v6.1 offers a total, multimedia solution for IT helpdesks to manage their external interactions with both their customers and internal resources. Helpdesk managers will have the tools and information they need to improve response times, control costs, and proactively manage their team’s performance,” said Zeacom. 

According to Zeacom, it’s all about the basics.

“First and foremost for any customer service team is recognizing how to prioritize support issues. ZCC not only queues and routes calls and emails to the most appropriately skilled person, it can automatically screen pop customer records in your applications to reduce handling time.”

These calls and emails are delivered to available staff only.  ZCC-powered helpdesks take it one step further. If an email or call is delivered to a team member and it takes too long for them to respond, the call is automatically routed to the next available, most appropriate representative. This Intelligent Routing eliminates long queues, and delivers answers to more customers quicker.

Customer loyalty is gained by focusing on customers one at a time, one interaction at a time. Utilizing ZCC, agents can handle a higher volume of interactions across multiple channels with greater ease and efficiency. At the same time, they improve the contact center experience for every customer they serve.

Also critical, is that supervisory staff have immediate access to custom reports that provide insight and intelligence on trends and recurring issues.

With multimedia contact center functionality, IT helpdesks are able to save time and money by streamlining processes, maximizing performance and working towards first-contact resolution. 

The more satisfied the customer is with your level of service and attentiveness, the more likely they will not take their business elsewhere.