An exciting element of help desk technology to consider is the virtual help desk. It’s virtual, so it’s not your people handling the help desk calls on-site. It’s a help desk, so it handles some essential help desk processes for you at a typically lower cost than on-premise deployments. It can also give you more time to address other IT projects and forward-thinking actions.
Take a Picture, Would You?
Advancements in virtual help desks are occurring rapidly, and one to take note of is MirrorCloud from Zenith Infotech. It’s geared toward small and midsized businesses and works with the SmartStyle platform using technologically-savvy mirroring processes and snapshot functions. One of the benefits is very strong reliability, because you can instantly see a picture of a server problem immediately, slashing your time to repair any server or desktop malfunction. It’s just one of the tools you’ll find for your virtual help desk from Zenith’s SmartStyle cloud-based tools.
Breaking Through “Walls” Toward the Virtual Help Desk
You could look for MirrorCloud to actually help launch new technologies in virtual help desk services, because it removes a perceived fear of not knowing where something went wrong and not being able to fix it in order to keep your help desk running its best. Reliability is achieved with this solution across your infrastructure because multiple workstations and servers can access it.
Want a private, ultra-secure cloud for your virtual help desk? You’ll get it with vendors like Zenith, along with non-stop data mirroring. Of course, one of the outstanding aspects of a virtual help desk is that you can select as many features as you desire with top scalability without going into budget mayhem.
Not a Help Desk Expert? No Problem
If you don’t feel like you know everything about help desks, virtual help desk solutions like Zenith may be even more appealing. Staff members can handle your customers’ calls and questions with precision, freeing up more time for your team to focus on technical issues or other areas of their expertise. You’re also likely to see a decline in operational costs, and you won’t need to spend months establishing your own internal help desk. Your staff, in turn, may be more energized to turn their attention to projects like business development.
Want More Time for Other IT Projects? Try Virtual Help Desk
Consider this success story from Intellisyn Communications Inc. The organization was struggling, as you may be, to resolve problem tickets and answer support calls while still making time to move ahead with key projects. Using tools from Zenith, Intellisyn’s help desk calls are now being processed virtually with lots of positive feedback. The tech staff at the organization can devote more energy to on-site issues and even activities like expanding their knowledge base.
Virtual Help Desk Brings Personal, Fast Service
While your internal IT team may be busy with multiple projects and tickets, virtual help desks strive to handle customer service at the first call, but are also able to tier or triage your calls onto different levels, tracking the progress as they go. You may want to look for a virtual help desk provider that offers a live person to handle the call, as does Zenith.
One Step Ahead of the Problem
Intellisyn’s budget has seen real benefits from handling their help desk virtually, because they haven’t had to bring on more staff to process the service requests. The company is now also addressing something you may have on your mind – being proactive to take care of challenges before they happen, instead of having the help desk always in reactive mode. The Zenith package allows the network to be carefully monitored so that in many cases, the challenge is already known even before a customer call is made.
What’s the best advantage of a virtual help desk? You may have your own opinion, ranging from saved costs to more time for other projects, but from a customer perspective, it comes down to getting their request handled in a professional, efficient manner – and that’s pretty freeing to everyone.