24/7 OUTSOURCED HELP DESK
GMS’ Outsourced Help Desk provides an important support service that will remove frustrations and disappointments from your customers’ experience with your product or service offering. The end goal being to keep your collective user base productive, and satisfied. We operated in the Managed Services space under our MSP focused product, GMS Live Expert.
GMS helps deliver a rewarding customer experience with internet connectivity, hardware and software issues your users come up against at work, home and while at play.
Our Mentors (what we refer to our Help Desk agents as) are there for them all day, everyday, everywhere.
EXPERT SUPPORT THAT SCALES
GMS’ Outsourced Help Desk exists to provide your customers with expert advice and help with your product. We handle your customers’ technical issues and “how to” questions over the phone and via the Internet, responding to them immediately and not disconnecting until their problem is solved or question is answered. Our bottom line is that GMS contributes to your bottom line by controlling your costs and increasing client retention.
GMS gives your customers instant access to expert support. We handle their questions on how to make the best use of your products. No question is too trivial and all requests get handled immediately. Our objective is to eliminate any frustration or disappointment your customers may otherwise experience with your product.
GMS allows you to scale your business using our resources, while promoting the value of your brand. We set up a toll free number for you, a fully branded customer support dashboard that runs 24/7, and a customized phone greeting.
CONSTANTLY CONSISTENT OPERATIONAL EXCELLENCE
GMS prides itself in operational excellence and that is reflected in the way we deliver our service to your customers.
- We commit to the most aggressive and demanding SLA targets in the industry
- We randomly pull and adjudicate a sampling of call clips and chat transcripts daily
- We have a number of proprietary support tools to leverage in each interaction
- You will be assigned an Account Manager whose job it is to ensure your satisfaction and that of your customers
- You will receive regular reports as to activity, resolutions and our commitment to matching your SLAs
If you are launching a new offering, we also provide go-to-market assistance to give you the benefit of our 13+ years of experience in the Help Desk business.