The Importance of a Quality Helpdesk

A quality helpdesk is a foundational aspect of IT support, where your employees contact us to resolve day-to-day problems. Small issues can accumulate significant downtime for a business, making the time to get support and the average time to resolution critical key performance indicators. Our average time to answer a tech support request is just 2 minutes, and most issues are resolved within 15-30 minutes. If an issue isn't resolved within that time frame, it is escalated immediately. We understand that time is money and work diligently to ensure the fastest resolution to your problems.

We offer two types of helpdesk support: onshore and offshore. We utilize all US-based helpdesk support, ensuring clear communication without language barriers. While offshore support from India may be cheaper, it often results in longer resolution times due to language barriers.

Our support can be tailored to your needs, offering either 8X5 (location-specific) or 24X7 coverage, and can be mixed and matched based on specific personnel requirements. We work the way you want to work, taking inbound support requests via chat, voice, and portal—whichever works best for you.

Key Features of an Excellent Helpdesk:

  • Rapid Response Time: Quick response to support requests, minimizing downtime.
  • Efficient Issue Resolution: Most issues resolved within 15-30 minutes, with immediate escalation if needed.
  • Clear Communication: US-based support ensures clear communication without language barriers.
  • Flexible Support Options: Tailored support coverage (8X5 or 24X7) based on your needs.
  • Multiple Contact Methods: Support requests can be made via chat, voice, or portal, providing convenience and flexibility.

Benefits of Onshore Support:

  • Enhanced Communication: Onshore support eliminates language barriers, ensuring clear and effective communication. This leads to faster issue resolution and a better overall support experience.
  • Cultural Understanding: Onshore support teams have a better understanding of local business practices and cultural nuances, which can improve the quality of service and customer satisfaction.
  • Time Zone Alignment: Onshore support operates within the same or similar time zones, reducing delays and ensuring that support is available when you need it most.
  • Higher Accountability: Onshore support teams are often subject to stricter regulations and standards, ensuring a higher level of accountability and quality of service.
  • Stronger Relationships: Building a relationship with an onshore support team can lead to more personalized and attentive service, as they become more familiar with your business and its unique needs.