Help Desk

Technology permeates virtually every aspect our society, whether it is business oriented or in your personal life. Consumers rely on technology’s assistance every day. When it doesn’t work, they need fast, competent help.

But you need to do more than just quickly and competently help a customer. You need to ensure consistent documentation of the customer interaction and capture data on everything from technical diagnoses to troubleshooting steps to resolution categories.

Consistent documentation of each support ticket affords greater efficiency in a multi-tier support resolution process. Tier II technicians can instantly identify critical details from the Tier I process and quickly move the issue towards final resolution. Likewise, if Tier III support is required, all of their time is spent in "resolution mode," and no time is spent deciphering the steps taken at Tier I and II.

Equally important as the ticket documentation, is the data capture of all elements of the troubleshooting process: technical diagnoses, troubleshooting steps taken and resolution categories. Using the powerful troubleshooting workflow tools built into our CDOPS℠ CRM, we can easily design customized workflows containing hundreds, even thousands, of heuristic troubleshooting strategies. Combined with CDOPS℠ robust reporting engine, these tools allow us to continuously improve the support process and quickly adapt to the fast-paced, ever-changing world of technology. And better information about the support process allows for better management decisions, and ultimately, greater customer satisfaction.

At Customer Direct, we provide a multi-tiered, technical support infrastructure that is wrapped around the powerful ticketing module of the CDOPS℠ system. Whether you require a full-time solution or need afterhours and weekend service, let our Technical Support team develop a customized help desk solution for you.

• Type of Technical Support services we provide
• Residential and Commercial ISPs
• Hospitality Internet support
• Public access wi-fi and kiosks
• Cable TV, VOIP and Video on Demand
• E-book and Internet-based learning tools
• In-room patient support for Healthcare Education and Entertainment
• End-user applications

As with all of our services, we provide complete transparency for the customer interaction experience. Real-time ticket and phone statistic reporting is partnered with our advanced call recording system. You can see everything happening with your customer interactions as they happen, and in the case of phone calls, you can hear it too. All of these management tools are provided via a secure, browser-based interface that gives you access anywhere that you can connect to the Internet.