Therefore! roughly speaking! we can say that the help desk attendant is level 1! while the service desk attendant is level 2.
Tools used
For service to be efficient and integrated! it is necessary to have technological and communication tools.
PABX
In short!
The PABX works as a telephone exchange
The company! connecting all the devices used there. It is an excellent resource for optimizing communication! as it considerably reduces telephone costs — since it is no longer necessary to pay for each line that is used.
By adopting this system! the company only has one line connected to the switchboard! and the technology involved distributes the extensions that will be used. In this sense! the PABX connects all of them to the switchboard and the contracted operator.
Information systems
Having systems such as an ERP and a CRM is essential for providing chinese overseas america data good service. In both cases! they help to obtain the necessary information to understand the demand raised by the customer and what alternatives can be adopted to solve it.
Internally! when we talk about issues related to Information Technology! the ideal is to have a specific system for handling calls — which allows you to open! monitor and close requests.
Although help desks and service desks
Operate in the same segment! the customer profile will not be the same for both. This is because their needs and objectives will be different. People who seek help desk services are looking for fast and agile service and! generally! their problems require simpler solutions and! therefore! are easy to solve. Therefore! the target audience for this service is made up of consumers of your services and/or products.
On the other hand! those who seek out the service desk 5 words that stop you from selling are looking to solve more complex problems! which will require a little more time. Therefore! the team is made up of qualified professionals who The main options are are able to solve this sault data type of demand efficiently and as quickly as possible.