The advent of new technologies has profoundly altered consumer expectations and demands. As a result, market competition is tougher than ever. To stand out from the crowd and offer their customers a optimum satisfactionMany companies have chosen to set up a Helpdesk.
Central to the relationship between customer and brand, this customer support and assistance service nevertheless requires time and resources. A luxury that many companies cannot afford. As a result, many companies choose to outsource their customer support in order to offer their customers the best possible service. quality service. An overview.
What is a Helpdesk?
Also known as service center or Hotline, the Helpdesk is a advice and assistance responsible for answering questions and solving problems. The aim is to offer optimal, unique experience throughout its relationship with the brand.
Before, during and after your purchaseFor example, a customer or prospect may need advice, solutions or technical assistance: questions about functionalities or how to use a product with a view to a possible purchase, difficulties using a product, technical problems, the need for a replacement or repair, and so on.
The Helpdesk team has a duty to provide him with immediate, personalized and efficient response. It is generally a multi-channel customer support carried out by teleconsultants via e-mail, live chat or telephone call.
It's a service that requires time and resources. It can therefore quickly become time-consuming and energy-intensive.
4 advantages of outsourcing your helpdesk
For this reason, many companies opt to outsource their customer support. But it's not the only reason. This solution also enables them to reduce costs, optimize resources, increase customer satisfaction and create value for their customers and their company. Advantages that they should not overlook.
1. Reducing costs and optimizing resources
Hiring, training and managing a team of experts specifically dedicated to customer support, as well as acquiring and maintaining the equipment, systems or software essential to the smooth running of the service, all have a significant cost. Using a third-party company relieves you of both management and related expenses.
What's more, a specialized company can adjust the level of service to suit fluctuations in your business and your real needs: additional resources in periods of high demand, or reduced staffing levels when your business is quieter. Outsourcing your help desk therefore also offers you the advantage of flexibility, enabling you to free yourself from fixed costs.
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2. Helpdesk and industry expertise
A specialized service provider has proven knowledge, experience and expertise not only in support, but also in your field of activity. You benefit from all the skills you need to support your customers and solve their problems effectively.
These are qualified professional teams, trained in the most advanced best practices management customer relationship and mastering latest technologies. Call center agents are also (usually) specialized in particular business sectors, so they have in-depth knowledge of your products and services.
However, be careful when choosing your Helpdesk outsourcing company: some of them offer "generalist" services, which can affect the quality of your service.
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3. Responsive, efficient service to guarantee customer satisfaction
By outsourcing your customer support, you can also guarantee your customers shorter waiting times, a more efficient service and a higher level of customer satisfaction. available at all times and a fast, effective resolution of their difficulties.
With a service provider specializing in helpdesk services, the teams are exclusively dedicated to assistance and use advanced technologies (ticket and queue management systems, for example). The customer is therefore taken care of immediately.
Thanks to their sound technical knowledge and skills, they are also able to solve common problems very quickly. Finally, many of these external companies offer 24/7 after-sales service. In a hurry? In the evening, at night, on weekends or public holidays, your outsourced Helpdesk technicians will respond at any time.
Outsourcing your customer support therefore offers you the third advantage of providing your customers with responsive and efficient support, and thus contributes to strengthen their trust and bond with your brand.
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4. Time to focus on your core business
The numerous requests from customers and prospects require time. A lot of time. Then there are the administrative tasks involved in service, management, recruitment and training a dedicated team. From time-consuming, even energy-intensive tasks, that often distract you from the essential: your core business.
While it's important to improve customer satisfaction, it's also imperative to devote time and resources (human, financial, etc.) to innovation, your sales strategy, the development of your products and services, or the growth of your business.
By entrusting non-strategic functions to an external service provider, you benefit from precious time savings, during which your employees can create value for your company and improve its competitiveness in the marketplace.
Vivetic Group, your customer relations asset
Saving time, energy and resources, reducing costs, improving customer satisfaction, creating value... By outsourcing your helpdesk service, you can take advantage of the latest technology.expertise of a specialized service providerwithout having to invest significantly in developing your own customer support capabilities. You can concentrate on your core business and gain in efficiency.
However, to benefit from top-quality customer support, essential for an optimal and unique customer experience, you need to choose an expert company that masters the specifics of your business sector.
Specializing in the press, bancassurance, e-commerce, distance selling and real estate, Vivetic Group is your partner for multi-channel customer relations. Vivetic Group is :
- Flexible contract terms tailored to your real needs.
- Strict data security and confidentiality of customer information.
- Perfect knowledge of your business sector.
- A dedicated team ready to listen to your needs.
- A certified and recognized service provider.
Our teams can help you with your project.
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