Why Use A Contact Center Help Desk

When your computer, exercise equipment, or other electronic device breaks or has issues, the first thing you do is look for a tech support number or web address to the company's website. If you're ambitious, you might even tweet your problem to the company's Twitter feed. All of these points of contact funnel into the company's contact center help desk. The phone call might be handled differently from the other points of contact but its the contact center that's ensuring all customer support issues are taken care, no matter how they come in.

What Is A Contact Center Help Desk?

You probably think of a call center when you hear help desk. But help desks can be used across lots of different mediums. The phone is just one method of contact. Many customers don't want to wait on hold. For them, using a website's contact form, Facebook page, chat, video or even Twitter is their preferred method of getting help. These many forms of the medium are referred to as omnichannel.

A contact center uses omnichannel points of contact. This provides for more flexibility than a call center, which is mainly restricted to handling inbound and outbound calls.

So then, how does a contact center become a help desk? A company needs to make it known that they have more than one channel for tech support (i.e., phone). Companies will do this by publishing their alternative points of contact for support issues in instruction manuals. Since a customer is more likely to look in the instruction manual for the help desk phone number, they'll see the other methods of contact as well. This is one of the best marketing techniques companies have for getting their help desk contact information in front of customers.

Another differentiator from a call center is that contact center agents will often work on a case together. Call center agents are fairly isolated. They may message teammates or managers for help while on a call but the case usually closes with the call. For contact center agents, they may work on a case for several days while trying to find a solution to a customer's problem. This can involve agents from multiple areas, depending on their expertise.

What Software Does A Help Desk Use?

Contact center and call center software has some overlap but there are differences. Call center software requires management of inbound and outbound call routing. Contact centers don't need that kind of functionality if all calls are handled by the call center. What the two have in common are a CRM and billing integration. Additionally, the contact center uses chat, email management and other methods for managing its social media accounts.

To manage all of its software, the contact center could install the necessary hardware and software on location. But this is becoming an old-school tactic. It's also very costly since the contact center must buy hardware, have it installed then maintain and upgrade it. It's the same with any software. A full-time team will need to be added as well for managing all the installations.

Many contact centers have turned to cloud providers. These providers host all the necessary hardware and software. The various software components mentioned above may have different vendors. A cloud provider will try to ensure their software is made by the same vendor or at least all have excellent compatibility. This cuts down on cost for the cloud provider. Because of all the bundled software, the cloud provider's offering is called unified communications software.

To summarize why a contact center help desk is important:

  • It provides multiple methods of contact for customers.
  • Agents may work together to resolve a customer's problem.
  • Agents are more versatile in the types of communication technology they can use.

Contact center help desk software is cloud-based. This saves companies money and time since they don't have the cost of on location management of hardware and software.

With 8x8's Virtual Contact Center you get world-class technology and everything your domestic or international business needs without the need for multiple disparate systems. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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