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What is a helpdesk and what can it do for your business?

Virtual helpdesks are the modern equivalent of a Customer Service counter in a high street store. The great benefit of a virtual helpdesk is it allows your business to provide timely assistance to customers without any further investment in your infrastructure.

Routing all support requests through a virtual helpdesk improves productivity. No more will you be forced to stop whatever you are doing whenever a customer calls for help or asks for information and instead you can either reply to them directly through the helpdesk or by telephoning them later at your own convenience.

Businesses that experience a high number of support requests often use automated telephone services to handle the workload. This regularly leaves people with high priority issues waiting in line for a long time before they actually speak to someone. A virtual helpdesk allows you to evaluate problem ‘tickets’ as soon as they come in and then assign them and respond according to priority.

Good virtual helpdesks not only reduce the amount of frustration your customers face when they experience problems, but also provides a permanent record of the customer care that you have provided in the past. Looking back on this will allow you to identify areas of your customer service that you might want to improve plus it makes it easier to follow-up with customers and provide aftercare.

Providing exemplary customer service will increase the trust that clients have in your business. With a helpdesk you are able to offer pre-purchase and aftercare support to your customer base, which can often be the deciding factor in whether someone purchases from your business again in the future.

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