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Why Your Company NEEDS a 24/7 Helpdesk

September 28, 2016

No matter what kind of business you are running, chances are, your customers will have a need for your assistance somewhere down the line. Some people however do not believe that they will have such a need, despite the fact that the signs point in that direction. In order for them to consider even such a service, given that this will indeed raise operating costs substantially, they will need to understand why this is imperative.

How can a 24/7 helpdesk assist your company and when should you consider having one? Is there any situation where having a helpdesk operating at all hours of the week is detrimental to your company? What are the benefits of a helpdesk that is up all the time?

Let us first tackle the second question. What situations do not require the creation of a 24/7 hotline for clients to contact during problematic situations? There are actually a few that can skirt the need for an always-on helpline, and these include those businesses that are just starting up as well as those who do not have the infrastructure for such a requirement. There are also businesses that do not really need an always-on helpdesk, and these are those who rarely get any calls for help beyond the standard 9-to-5 office hours.

As for the reasons why a 24/7 helpdesk is needed and why this is beneficial to a business, here are some you may want to think about:

It strengthens how your client base perceives your business – one thing that most customers look for when it comes to the things they pay for is reliability, and this does not mean that what you offer would never fail. It simply means that when it does, they can rely on you to help them fix it. This is usually applicable to things that people use or need 24/7, like mobile connections or internet connectivity, and having people on hand to help with troubleshooting and repair work all hours of the day and night will help cement that reliability people look for.

You stay ahead of your competitors – with the reliability that a help desk provides, you will find that people will tell others of such a feat and this, in turn, will help people compare services between your company and your competitors. Having something that people can rely on will often make them switch sides, which means you get customers to switch from your competitors to you.

You improve on the quality of what you offer – one of the best ways you can find out what may be wrong with what you are selling or offering is through customer feedback, and a helpdesk gives you that opportunity. You find out what people do not like about your product or service, what problems are commonly encountered, and what qualities need improvement. A helpdesk not only assists you in giving your customers what they need in terms of troubleshooting and assistance, but it also gives you some insight on what happens to your product or service outside of your walls. This knowledge will help you in finding solutions and improvements, which will then help you retain current clientele and help you gain more in the future as well.

“Axiom does a phenomenal job making sure we are up to date with technology, keeping us secure, up to date, and my staff happy. We’re both on the same side of the table.”
– Ray Kubick, Northwestern Mutual

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