HELP DESK - CUSTOMER SUPPORT
Help desk - Customer support
For support line – help desk beeasy can provide:
1) Configuration of an online call management and appointment platform in the beeasy calls application.
2) Management with different usage rights by 2 co-located professionals.
3) Record data and schedule appointments.
4) Appointment reminder SMS throughout the clientele.
5) Website blog management.
6) Software installation and configuration.
Case Study – Help Desk / First Level Support for a Software Support Company
The Challenge
Company #ITAPP001 develops and provides specialized software applications to businesses across Greece. Its customers required immediate assistance for:
· Questions about application usage.
· Basic technical clarifications.
· Installation and update guidance.
· Help with completing online forms and requests.
The issue was that the company’s support department faced a high volume of repetitive daily inquiries (e.g., login details, password resets, update instructions). This prevented highly skilled technicians from focusing on complex cases.
The Beeasy Solution
Beeasy took over first level support for #ITAPP001’s clients by setting up a complete Help Desk line.
🔹 VoIP call center for logging, categorizing, and routing calls. 🔹 Trained Beeasy Virtual Secretaries to handle:
· Common questions on application usage.
· Login, activation, and password reset guidance.
· Support with online forms and requests.
· Basic troubleshooting steps before escalation. 🔹 Ticketing system to track and escalate cases efficiently. 🔹 AI Agent after hours to provide automated support outside business hours, answering FAQs and offering self-service instructions.
The Results
With Beeasy’s support, #ITAPP001 achieved:
· 70% of calls resolved at first level support.
· 50% workload reduction for technical staff.
· Faster, friendlier, and more accurate customer service.
· 24/7 availability through the AI Agent.
· Enhanced company image as a customer-centric, reliable partner.
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