Customer helpdesk / Ticketing Service

Customer Helpdesk

We can act as your first point of contact and ensure any queries or problems that your customers may have, are expertly dealt with. At Kendlebell we ensure that all helpdesk procedures are followed and that your specific requirements are met.

Handling Your Calls

Call Handling is a core part of the services offered by Kendlebell. Our experienced and friendly PA’s will handle your calls according to your instructions. Services include capturing caller’s details and asking qualifying questions in order to get further information you may require. With each client, we agree call handling instructions to ensure our services benefit your company, freeing up your time to concentrate on running your business. We can link to your CRM /Sales Systems remotely and securely. We also provide cold call screening as part of our phone answering services.

Messages will be forwarded on to you immediately by email or text, alternatively we can save and forward these messages at an agreed time. You will also receive a daily email summary of messages.

“We take the routine ticketing booking while you fix the clients’ problems”

 Outsourced Helpdesk Ticketing Service

Kendlebell provide Outsourced Helpdesk Ticketing Services to many of our clients in the IT and other industries. As an outsourced telephone support service, we will provide our customers with a dedicated number which will terminate in our call centre.

Why use an Outsourced Ticketing System?

Many of our IT customers use a ticketing system to help handle helpdesk queries. IT ticket is the generalised term used to refer to a record of work performed (or needing to be performed) by the IT support organization to operate their company’s technology environment, fix issues and resolve user requests. It can be very demanding as some companies to have highly paid engineers answering calls just to book them into the Ticketing System. In addition, customers get stressed if their call is not answered. Most customers relax once the call is logged and in the Ticketing System as they know it will be sorted shortly afterwards.

How does an Outsourced Ticketing System operate?

Using a ticketing system improves customer service and satisfaction. It’s an easy way for customers to ask for help and for the IT company to provide that assistance effectively and efficiently. When a customer runs into an issue with our client’s product or service, they can demand assistance immediately. The Kendlebell staff will log all calls that they can’t deal with immediately (based on the agreed FAQ’s) on to our client’s ticketing system and this will allow our client to get back to the caller later with a solution to their problem. This service can be put into place seamlessly with the Kendlebell client giving username and password access to Kendlebell staff to log details into their ticketing system. 

Benefits of an Outsourcing Ticketing System

Outsourcing the helpdesk / ticketing system to a company like Kendlebell allows our clients to get on with their core work. They can deal with priority ticket issues in an orderly and timely manner as they will have been recorded by Kendlebell and given a level of priority to indicate their importance. It is also very cost effective for the Kendlebell client as they are paying on a “per message “basis for the ticketing work undertaken by Kendlebell. Customer queries whether by phone or email can be handled by Kendlebell staff in an efficient manner.

Read our Blog on our Customer Help Desk and Order Taking service here 

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