Help Desk
Helpdesk & Customer Support
Our greatest asset is the intelligence and diligence of our operators. For helpdesk applications large and small, we can offer assistance for level 1 issues and escalate more serious difficulties along a predetermined pathway, to ensure your customers are happy and you don’t have to answer unnecessary calls.
Scenario 1 – 24 Hour Helpdesk
Clients of a computer solutions company call at all times of the day and night needing assistance. Sometimes the problem is serious, other times, it’s just a minor query. TMC records the basic details, and for urgent queries contacts the rostered tech support staff member. For medium and large companies, this scenario offers value and convenience whilst still providing your customers with a responsive access point for support and assistance. For small 24×7 operations, you receive the above benefits plus a break from your professional responsibilities; putting some balance back into your life.
Scenario 2 – Customer Support
A telecommunications company selling a disposable consumer product wants to supply 24-hour product support, and each night at 7pm diverts its 1800 # to TMC. Our operators use product information supplied by the telco, or provide assistance to callers with common mistakes and problems, referring more serious matters to the main office for assistance during office hours.