Could Your Helpdesk Ticket Process Use an Upgrade?

A traditional ticketing system was designed to accomplish a specifically defined purpose. Organizations deployed ticketing systems to address a predefined set of issues, including customer inquiries, disgruntlement, and technical support issues.

However, as organizations evolve due to growing business requirements and changing customer demands, helpdesk systems face dynamic challenges. The helpdesk systems must keep up with changing needs, including rising customer expectations.

The adoption of the traditional ticketing system was accelerated by the problems emanating from email support. Organizations reported undelivered emails, failed responses, and a lack of reliability and continuity of traditional electronic mailing services.

Luckily, even as the traditional ticketing process evolved with emerging customer service needs, there are still some limitations to using the traditional ticketing systems. Among the most cited issues include slow response times, inadequate response and technical solutions to recurring problems, and resolutions not readily available.

A Pressing Need for Outsourced Helpdesk Support!

So, as your business grows, it faces new challenges and must keep up with emerging needs, especially customer service requirements. That means you’ll need to up your game to remain competitively positioned in a dynamically changing environment.

One of the ways organizations are using to meet new customer service demands is by deploying outsourced help desk support. Outsourced helpdesk support is essentially the process of outsourcing your helpdesk support to a trusted and professional provider or partner.

By outsourcing the help desk support, organizations enjoy automatic system upgrades, including faster response times and better access to new and up-to-date customer relationship solutions (and software).

Here’s How Your Helpdesk Ticket Process Can Use an Upgrade!

So, if you’re wondering whether your helpdesk ticketing process could use an upgrade, here are some reasons to upgrade.

1. Enhanced access to expertise

Managed IT partners specializing in helpdesk support are experts because they work with a diverse clientele. Working with a broad base of clients gives them access to a wide spectrum of technical issues to fix, leading to better experience and proficiency.

While you may wonder how outsourced helpdesk support or upgrading your help desk could improve your access to technical expertise, worry no more! Well, by outsourcing, you work with professionals with training and expertise across a wide spectrum of fields.

Outsourced partners are already trained in diverse areas, including cloud computing solutions you may be considering for your business. In addition, they’re well versed with new technology, including developments like cloud security, device management, and business application management — giving you expertise on a spectrum of issues, not just helpdesk ticket support.

2. Updates and upgrades

The customer relationship management domain is forever changing, requiring enterprises to keep up with new shifts. The emergence of new software gives organizations the power to personalize customer relationships, providing them an edge over many enterprises that rely on traditional helpdesk support.

So, by upgrading your ticket process, you access best-in-class upgrades. All your help desk hardware will be upgraded to the latest versions, providing you with scalability and agility to meet and respond to new and existing customer demands: inquiries, concerns, issues, and disgruntlement. All in one, without a hassle.

3. Improving response times

Documented research shows that the response time is critical for customer loyalty and brand positioning. Customers run away from brands, organizations, or institutions that exemplify poor response times to critical incidents. Indeed, brands with poor response times suffer more than they realize and are not well-positioned to outrun their competitors in similar or different markets.

By upgrading your help desk’s ticket process, you access a broad array of helpdesk services with the click of a finger. Helpdesk support specialists provide on-demand services. You can access outsourced helpdesk support services through multiple platforms — phone, email, ticket, and website portals.

4. Allows you to focus on the bottom line

Outsourcing your ticket upgrade process allows you to focus on your bottom line, improving your focus on the most critical business issues. Answering customer phone calls, replying to inquiries, and clarifying product or service instructions or guidelines are not your core business areas.

These functions need to be delegated — sometimes to parties outside the organization. Outsourcing helpdesk support provides the much-needed outsourcing model required to focus on the most critical business functions: research, product development, distribution, and sales. So, anything that takes away your focus from the core business must be delegated or outsourced to experts who nowadays use automation to simplify mundane, repetitive tasks.

5. Cost-savings

There’s no doubt that running and maintaining effective and dynamic help desk support can incur expensively into your annual budget. Helpdesk support can be a significant cost when you factor in perks and benefits packages.

By getting into a formal contract with outsourced help desk support; you can tailor your customer relationship services to fit your specific financial position. You can establish all customer relationship activities and fit them within a financial umbrella.

6. Flexibility

Finally, outsourcing your ticketing process support gives you operational flexibility. Outsourcing allows your employees to focus on other critical business areas without worrying about providing professional help when they experience a technical issue. So, outsourcing your helpdesk support offers operational continuity and flexibility much needed to achieve productivity and performance.

Bastionpoint — Richmond’s Trusted Helpdesk Support Provider

Bastionpoint offers help desk support tailored to your unique business needs. Bastionpoint works with a diverse clientele group — individuals, businesses, organizations, government, and institutions.

Contact Bastionpoint for expert and friendly help desk support services. Our services offer business hour support and rapid response times. In addition, we provide multi-channel support, meaning that you can access us from whichever channel or platform — email, phone, ticket, website, social media, and more.

We’re always on-site when you need us, helping you deal with all your help desk issues on the go.