Live Support for Tier 1, 2, and 3 Customer Service
Any company or organization that produces or processes public- or consumer-facing products or services will eventually have to set up a customer service helpline. From simple questions and comments regarding a product to requests for assistance and complaints, the number of calls, emails or live chat requests can quickly become overwhelming. Help desk outsourcing can be a great choice.
This is why many organizations divide their customer service into levels, or “tiers.” These different tiers are designed to route customers to the best source of support for their particular need.
In a typical tiered system, the support desk will have three tiers. In the tier system, each level of support builds on the last --
- Tier 1 -- caller has general questions
- Tier 2 -- caller has an issue
- Tier 3 -- caller has a complex problem
-- and each time a customer is transitioned to a higher tier, they are said to have been “escalated.”
Tier 1 Help Desk Services
Generally, most customer calls will be simple issues or requests for general information. In these cases, it doesn’t make sense to focus the time and attention of a product specialist, because a customer agent with only general training, and with limited access to the customer’s details, will likely be able to solve their problem.
However, this doesn’t mean that Tier 1 help desk support is unimportant. In fact, Tier 1 help desk support is potentially the most important part of any support system, because the experience that the customer has with their initial contact will set the mood for the entire interaction if ticket escalation is required.
Tier 2 Help Desk Support
Where Tier 1 support acts as an information-gathering and general communications screen, Tier 2 help desk support works to find whether or not the customer is experiencing difficulties due to misunderstanding something, or if the issue is with the product or process itself.
In most cases, you will find that the user has simply made a mistake, and their exchange with support will end with the Tier 2 help desk. However, in some cases a customer will experience a terminal issue, or will perhaps be confronted with a defective or failing product. In these cases, they are escalated to Tier 3.
Tier 3 Help Desk: Escalated Cases
The support staff of a Tier 3 help desk is comprised of product and process specialists. They have the ability to issue refunds, perform advanced diagnostics, and give highly detailed and specific advice based on the customer’s needs.
This means Tier 3 help desk support technicians require more training, and generally higher salaries. For this reason, it’s important to make sure that Tier 1 and 2 technicians are very thorough in their screening, and that only the highest priority calls are escalated to Tier 3 support.
Why Use Help Desk Outsourcing?
Why should a company choose to outsource their help desk, rather than use an in-house solution? There are three main reasons.
Because setting up, staffing, and maintaining a support center is time-consuming and expensive. From specialist training for upper-tier support technicians, to the large investment of computers, networking equipment, and call logging software, the up-front cost for even a small support center can be very high.
Using a third-party support center, however, means that your organization will outsource all of that work, and that the help center can become operational much faster due to lack of construction.
2) Operator Specialization
Your company probably doesn't specialize in customer service calls. It may seem like a simple task to route customers through a series of prompts and screens, but the reality is that top-tier customer service is a profession that must be learned and practiced.
The economical choice is to outsource to support professionals, because studies have shown that it's 80% more expensive to acquire and maintain a new customer than it is to simply keep an existing one. So, while your organization may have the best engineers in the world, they may lack the people skills to help keep an angry customer from terminating their account due to a minor misunderstanding.
3) Spatial Limitations
An office that shares space with several other organizations is unlikely to have the spatial capital -- or space -- to spare on support personnel and equipment. Outsourcing your help desk efforts will free up your primary location to focus on what it does best, and to grow and nurture business relationships.
By remaining lean, and by allowing support professionals to handle your customer interactions, outsourced help desk services help to increase efficiency, and decrease overhead and unnecessary expenditures of time and capital.
Regardless of your business motivations, customer contact outsourcing is a common practice in organizations of all sizes. Once the support specialists have received their training, they can handle the on-boarding of future support technicians, which further frees your organization to focus on its core business.
Seeking a Professional Customer Service Answering Service Provider?
Whether you need a 24/7 virtual receptionist or someone to field, screen, and reply to emails, CCS can help you. We can create a customized solution to cut costs and improve your client retention according to your needs.
Call us today to discover how help desk outsourcing with Customer Contact Services can help your business.