Not as simple as it sounds
Delivering a valuable helpdesk service is not as easy as it sounds. The customer experience and level of helpful support should never be under-estimated.
We recognise how frustrating it is when you log a call and wait to hear back from support staff. Why do we recognise this as a helpdesk support provider? Because we have been on both sides.
Our team has over 80 years combined experience of being both the software provider and the customer, so we have experienced the daily challenges faced on both sides of the fence. Here at Escone, our breadth of application support expertise has allowed us to shape and develop an effective, responsive helpdesk service that delivers a unique and valuable experience for users.
Let us introduce you to Escone Assist…
A user friendly, cloud-based customer support tool that delivers remote super user helpdesk support.
The platform can be fully customised to suit specific business requirements and tracks and manages everything from new users, password resets, change requests, governance and much, much more.
So how do you benefit from this valuable remote helpdesk service? Check out our top 5 benefits that customers gain from Escone Assist:
- Improved Communication
Communication plays a vital role when delivering a valuable helpdesk service. Escone Assist is built around effective communication, ensuring users are continuously updated on enquiry progress.
We have a genuine desire to help our customers at every stage. We know the pain points and technical issues that arise because we have walked in your shoes as end-users. We have used ‘experience that counts’ to truly understand what our customers need and look for in a valuable helpdesk. Our in-house team of experts are primed to keep you informed every step of the way.
Our online portal provides instant access and real-time visibility of queries that can be updated by users as well as our helpdesk support team at any time.
2. Flexible Response
We tailor access to our helpdesk support to meet your specific requirements. We have a number of options, and our high-quality level of service excellence remains the same no matter which route you select.
This is bolstered by our robust internal processes which guarantees we have visibility of every support query. We then respond immediately and assign the best placed specialist for the job.
You will never have to worry about your query not being answered.
3. Proactive Support
We don’t just wait for those queries to come through. We take a proactive approach to our helpdesk support service, identifying issues ahead of the game and before they become a problem for you.
Our ‘Fault Lifecycle’ is like a journey. We work with you during the entire case resolution process. This includes breaking down why decisions are made and how you can directly benefit from improved processes.
The Escone Assist service also provides a full audit trail of all process changes and nothing is modified without client authorisation.
Using trend data and statistics exported directly from the Escone Assist platform, we regularly provide insight and guidance on areas where we could further improve and enhance your internal application processes. For example, a rise in the training department logging technical issues, suggests improvements to your training and competency processes.
This includes detailed categorisation of reported faults and we can also work to targets and KPI’s if required. These business insights are invaluable putting visibility at the heart of your operations.
We also utilise our expert business intelligence software, Intuitive Dashboard, which was developed and implemented by experts in business process management. Intuitive supports analysis on business performance, providing insights that support robust, strategic and informed decision making. Intuitive Dashboard is available for various disciplines including HR Management, Accounts Payable, Budget Management as well as customised solutions.
Our team is all about collaboration. We don’t just deliver a service; we are your business systems partner. Escone is committed to working together and like family, we take care of each other and you by implementing an innovative, cost-effective remote helpdesk solution that is right for your organisation.
Escone Assist is currently supporting over 1800 users across the UK. Our tailored online platform continues to provide a quality helpdesk experience for our clients.
We have the ‘experience where it counts’ and that’s why we can make a difference by delivering a truly valuable helpdesk service.
Want to know more?
Don’t hesitate to get in touch to learn how Escone Assist can transform your helpdesk support service.
Click here to contact us.