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IT Support in Miami Answers the Call for Outsourced Help Desk Support

Although IT support in Miami can now be easily outsourced, it’s still advisable for businesses to know the basics of the services they need. This empowers them to demand only the best from their chosen third-party providers.

One such example of outsourced services is customer support. Businesses can delegate this task to providers, leaving them with more time to focus on their main objectives. Usually, this kind of customer support is outsourced in the form of a help desk wherein representatives take calls and answer emails.

As the client, you must know what kind of customer support your provider should deliver. Because your provider’s help desk will be on the front lines serving as the first point of contact, they will not be perceived as a separate entity, but rather, as a part of your business. If they fail, your business fails as well in the eyes of your customers.

To establish good relations with your customers, look for a provider of IT support in Miami that can offer the following:

Well-trained customer service representatives

It takes skills to soothe irate customers, especially when their complaints can’t be resolved immediately. Thus, your provider should have a readily available team already experienced in conflict resolution and business communication. They should know proper phone etiquette, de-escalation techniques, and detailed documentation. They should know when to follow a script, and when to think outside the box. And that’s just the soft skills part. They also must possess hard skills such as using logging tools, troubleshooting basic technical issues, and recognizing security risks, among other things.

Round-the-clock services

Whenever your systems go down, people will contact your help desk first and foremost to find out what’s going on. Unfortunately, unexpected outages know no schedule, so you should have a help desk that’s available 24/7. In case your website goes down at an ungodly hour, your customers should be able to connect with your business and get a resolution or at least, information. Although a lot of businesses still offer their help desk during their regular hours of operation, many are seeing the benefit of round-the-clock availability.

Scalability

If your business is still growing, there’s no way to predict just how fast it can become bigger, so scalability is another important factor to consider when looking for a provider. Their services should be able to scale up and down accordingly without affecting their performance. After all, you want a provider that’s just as flexible as your business is. If they can’t keep up, then they’re not a good match.

Proven track record

Don’t just go with any provider with the lowest price offer. Instead, choose a provider with an established reputation for delivering customer support. They may cost higher than newer provider but think of it more as an investment and less as an expense. When your customers are happy, they develop loyalty for your brand and become repeat buyers, so it all translates to a good ROI in the end

For high-quality customer support, look no further than Michell Consulting Group. As a trusted provider of IT support in Miami , we have everything an outsourced help desk should have and more. Contact us today for additional information on our services.

Help Desk Support Benefits Small Business

Technology support can be one of the major pain points for businesses, and it’s not something that your organization wants to invest in without thinking about the details. Technology support as a service has a lot to offer when compared with the break/fix method. We’ll help you make the right decision by explaining why remote IT services are a major benefit for any business.

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3 Reasons Why a Help Desk is Helpful

An IT help desk is a resource that will benefit any office. Knowing that you have a team of computer experts standing by to deal with any technology problem will keep everybody calm whenever an issue develops. You likely won’t be calling the Help Desk every day but, should the need arise, you know that a solution will be found.

If you have never called a Help Desk before and you aren’t sure what to expect, then we want to share with our four most valuable Help Desk features that are intended to provide callers with the most satisfying customer experience possible.

Friendly Phone Calls
The technicians who answer your IT Help Desk call will be polite, professional, and, of course, helpful. Knowing this beforehand will help to change the entire tone of the phone call, because this means that you do not have to prepare yourself for an argument and stress yourself out looking for a receipt. Many of our technicians have even been complimented for having soothing voices; and because you are calling a help desk, we go above and beyond to make the phone call a pleasant experience. We know how frustrating technology problems can be, and we know that our callers may be at their wits end before picking up the phone. Know this before you call, we are here to help.

To make your phone call as pleasant as possible, here are a few ways that we can go above and beyond.

  • Real person will answer the phone.
  • Based in America.
  • 24/7 Telephone Support
  • Large library of resources
  • Has your company’s hardware and software information on file

Problem Solving Technicians
The technicians handling your problem are flesh and blood humans, but at the same time, they are also problem solving machines! About 90% of the problems that are non-break fix issues are resolved by the end of the phone call. We only allow skilled level I and II technicians to answer the phones; this means that the person who is taking your call is a trained technology expert. Having an IT expert on standby is the next best thing to having an IT technician on staff, while being a lot less expensive.

We Can Help Remotely
Our help desk has a remote support feature which makes resolving problems easy on your end. Remote support lets us take control of your PC from our end in order to take care of your issue quickly. Remote support allows us to run diagnostics and look for problems that you may not be aware of. After we find an issue, we can then remotely take care of it with our proven best practices; this will allow you to sit back and relax while we get the job done. Michell Consulting Group is dedicated to making your help desk phone call the best that it can be. Before you make a help desk call, you will first want to call us at 305-592-5433 to setup this service for your business. Our user plans are affordable and set at a flat rate, and the price of your plan will not change no matter how many calls you put in. Call Michell Consulting Group and let us find a help desk plan that will work best with the needs of your business.

IT Support Horror Stories

Everyone here at Michell Consulting Group would like to wish our clients a happy and safe Halloween! We’d like to share a couple computer and tech support horror stories to set today’s spooky mood!  Get out your flashlights and gather around the campfire for these chilling tales that could happen to any small business.

You Should Have Backed Up!

It was a dark and stormy night (don’t they all start out that way?) Catherine was typing feverously to wrap up a couple of sales brochures for a vendor fair coming up. She had been working from home, since there was no time in her typical day-to-day at work to get these done. They were almost complete when suddenly a howl of wind and crack of lightning left her without power for a few seconds. Frustrated but not defeated, she went to boot her PC back up. Before Windows could begin loading, an error appeared on her screen… “NO ROM BASIC – SYSTEM HALTED” She tried again. Same error. And again… The power outage must have caused corruption on her hard drive, making it unreadable. Sometimes at night, you can still hear the screams of terror from the loss of Catherine’s data.

Caught Red Handed

Jared was a great employee. Punctual, professional, hard working; he was always thinking outside the box to solve problems, streamline the organization, and drive business forward. Everyone knew him as an A-player. He even installed some great productivity software on all the workstations that helps the team stay organized. One day, Jared mysteriously vanished (just kidding, the company sent him to a training seminar)! On that very same day, a threatening letter came, addressed to the business. It was a cease and desist order, claiming the company had been pirating software, the very same software that Jared has been setting up for everyone! You see, the company wouldn’t approve of the purchase of the software licenses, but now the software company is asking for ten times that!

The Eternal Call

Derek’s new workstation was rebooting on it’s own. His manager asked Derek to get on support with the manufacturer to deal with the haunted PC. Derek called the computer manufacturer, and sat on hold for 20 minutes. After getting a human on the line, Derek supplied all of the information and was put on hold once again. Eventually he was asked to reboot the computer, confirm it was plugged in, run Windows updates, reboot it four more times, and finally, after being escalated to yet another technician, Derek was asked to reinstall Windows. After spending the entire day with the manufacturer, Derek finally had his workstation back up and running. The next day he experienced the same rebooting issue. Frustrated, Derek got back on with tech support. They made him wait on hold, reboot his computer, run Windows updates, confirm it was plugged in, and asked him to reinstall Windows. This cycle repeated a few days, but at least the company wasn’t being charged for support! Exhausted and unwilling, Derek pleaded to his manager to put in a call to their IT support. A quick remote session resolved the issue by updating a bad driver that came with the install disk. That wasn’t so bad, right? Tell that to accounting, who still had to pay Derek for several full days despite him not being able to do his job because of a simple computer issue.

Want to prevent these spooky IT horror stories from happening to your company? Give Michell Consulting Group a call at 305-592-5620 and we’ll keep your IT safe from ghosts, ghouls, malware, and all of the other scary elements that can haunt your technology!