Virtual Help Desks Deliver Remote Services Efficiently


Virtual help desks have emerged as a method for companies to virtually dispatch technicians and operations experts to solve user issues, both internal and external.  Most types of virtual help desks have proven to keep customer satisfaction and employee moral high, while reducing expenses and maintaining a more effective support system.

Quite often, help desk support personnel are the lone live link the customer has to a company, such that a bad experience can lead to inordinate dissatisfaction and result in bad word-of-mouth advertising, which can cause substantial harm along the popular social networks. All types of virtual help desks strive to eliminate in-person customer service and phone-only support to help resolve problems more quickly than traditional types of help desks can.

Virtualization has been used in the computer hardware and support world for more than 50 years. Virtualizing the help desk function involves enabling existing types of virtual help desks staff to solve more problems by finding new ways to leverage the tech support knowledge base. The strategy typically requires the implementation of help desk IT software from one of many reputable vendors in the market.

When the help desk function is virtualized, the help desk analyst is connected by phone and through remote desktop control software to the troubled user so that the technician can quickly troubleshoot and solve computer problems of all types. The benefits from the types of virtual help desks are many and show up across the entire enterprise. At the top of the list is an increase in the number of support calls cleared by all types of virtual help desks team members. Also, the solution eliminates much of the expense of deploying a support team member onsite to resolve a problem.

The ideal types of virtual help desks enhance help desk services by allowing more efficient routing of problems to the best support resource. The time to resolution decreases no matter how decentralized its operations are. It also reduces the time a customer spends on automated phone systems – a source of many complaints – to produce more satisfied customers. Several types of virtual help desks enhance the customer service experience by lessening stress and aggravation for those users who are less computer-savvy. With a centralized virtual help desk, companies can capture important support metrics and build a problem resolution database that can maximize the ongoing efficiency of service delivery. With better management data, a business can eliminate recurring problems and optimize operations.

Most types of virtual help desks enable companies to do more work with the same staff. An industry trend is to outsource help desk functions to further reduce staff and costs. Just as virtualization has spurred more outsourcing of IT systems management, that approach is working for companies that deploy different types of virtual help desks and should become more common. If a company runs a distributed operation that is dependent on a computer system, or it has a large retail operation, many types of virtual help desks are an absolute must-have capability.

More vendors are getting on board with sophisticated types of virtual help desks. The solutions are now scalable and sufficiently robust to accommodate any size company in any industry. Expect the industry to continue growing as more companies realize the many benefits virtual help desks have to offer.

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