Support Services

For many Support Services organisations, running the helpdesks associated with different contracts is the most difficult part of their business, but their prompt and professional response is critical to the successful management of a contract and a major influence on client retention.

• Message Pad can install intelligent Contact for you to run your own helpdesk
• Or, outsource your helpdesk to Message Pad.

Message Pad has leveraged a decade of experience in providing help desk services to develop intelligent Contact for Support. This customisable process centric solution delivers incomparable customer service and support. Our solution is available as a “hosted” helpdesk application delivered to your staff in your premises; an outsourced service through staff in a Message Pad centre or as a cost effective unique combination of both options which amongst other things ensures an “always on” disaster recovery solution at no additional cost.

Key Benefits

• Efficient process to job resolution
• Connect with your clients
• Work smarter

intelligent Contact for Support recognises that every helpdesk needs to reflect the differing obligations of each contract. Each may has its own database of locations, assets, warranties, maintenance plans, SLAs, staff skill sets, escalation rules and rosters, possibly with regional variations and subcontractors and at point of call these variations need to be instantly interpreted and understood.

In this challenging environment intelligent Contact for Support provides a low risk and flexible way of ensuring fast, accurate customer service. It can combine the differing needs of multiple contracts and enable an agent to be multi-skilled across many projects thus permitting centralisation of helpdesk facilities with substantial cost savings. The solution has been designed to integrate easily with your existing processes and offers a rapid return on investment.

Key Features

• Effective service
• Customer knowledge management
• Productivity improvements
• Management Information