Help Desk Outsourcing
Hardware & Software Troubleshooting
Help Desk support has advanced tremendously over the last decade. It’s not just about troubleshooting simple PC issues anymore. Instead, it’s focused on software, apps, and devices that are much more complex and that can run on smartphones, tablets, laptops and maybe even wearable devices.
Goodbay Supports Diverse Products:
- Household smart devices
- Interconnected home automation technology
- Security and surveillance systems
- Diversified consumer electronics
These products are supposed to make life easier when they connect and talk to each other in a smart eco-system, but one break in the chain can produce dissatisfied customers – even if it isn’t your product’s fault!
Goodbay will make your products WORK in your customer’s environment – on their terms.
Our support staff goes beyond simply determining if your product is functioning properly. Their goal is to ensure it’s working in your customer’s home or office, with their preferred settings.
Platform Agnostic Support
PC, iOS, Android, Wi-Fi, Bluetooth, ZigBee, Z-Wave…customers’ preferences and technology platforms are unique, and we have the training and staff to proficiently troubleshoot on all of it. At Goodbay, we train one agent to solve the issue, no matter what technology is involved.
Triage and Troubleshooting
Our goal is to ensure that your customers are fully satisfied even if it takes a few calls, chats, or emails. We train our staff to fully triage a situation and to use their discretion for the best resolution. That could be staying on the phone, or redirecting the customer to an FAQ, knowledgebase or other online tools.
Customer Habit Modification and Reduced Call Volumes
Our empathetic staff knows that technology can be frustrating to many users. We take the extra time to educate callers on the devices we’re troubleshooting. Goodbay clients typically see a reduction of 20 to 25% in HelpDesk support volumes in their first year with our focus on self-help and product education. We proactively support the next call before it ever happens. And in the end, this often turns your customers into strong brand advocates!
Goodbay’s HelpDesk has two decades of industry experience that sets us apart from the competition.
To discuss a potential outsourcing partnership, call us at 1-800-538-6345.