The Service/Help Desk plays an important part in the provision of IT Services. It is very often the first contact the business users have in their use of IT Services when something does not work as expected. The Service/Help Desk is a single point of contact for end users who need help. Without this, an organization could certainly face losses due to inefficiencies.
The Help Desk is essentially a central point through which problems or issues are reported and subsequently managed and coordinated. From a general or wider perspective, it is an integral part of the service function, responsible for bringing resources together to address a problem or other issue. Help desk users can of course be internal or external, making the function potentially critical in terms the quality of support offered to customers.
Running an IT help desk operation has always been an expensive proposition for organizations. At the same time, it is a part of the IT infrastructure necessary to maintain efficient operations. Often, organizations attempt to reduce the cost of IT help desks through outsourcing to other companies, but this can lead to other business challenges since the help desk remains the most frequent interface for IT - any drop in service level is quickly noticed by internal customers and complaints are voiced to internal business leaders. DCS TECHNOLOGIES provides an integrated end-user support and helpdesk offering. Combining the immediacy of desk-side support with highly trained and affordable remote or onsite helpdesk professionals provides the best to internal customers.
24/7 TECHNICAL SUPPORT SERVICES
To improve customer service levels and have a greater number of interactions with the customer, the company provides round-the-clock help desk services, which may include queries related to the client's product or service, order status, account and service status, etc. Based on its inherent capability of Software Engineering, the company provides Industry Specific Support and Knowledge Management Services to increase productivity at the customer's end.
Because of its established leadership in technology, DCS TECHNOLOGIES is uniquely positioned to provide technical support services in the following market segments:
DCS TECHNOLOGIES has the capability to cover the entire spectrum of its clients' Products and Service support requirements and provide end-to-end solutions.
The end user can access these services via a multitude of channels; the particular problem will be taken care of in minutes.
EMAIL SUPPORT SERVICES
Email is increasingly becoming the preferred, reliable way to communicate with customers. However according to recent studies, more than 45% of web-enabled businesses still fail to respond to customer email queries within 24 hours, due to poor infrastructure, lack of expertise, or mishandling. Our refined infrastructure, experienced/talented people, and distinct processes ensure unsurpassed email management services to leading enterprises.
WEB BASED CHAT SERVICES
This is a Web-Based customer interaction service where DCS TECHNOLOGIES represents its clients by dealing with customers in real-time, Web-Based customer support. All inquiries are transferred automatically from the client's website to DCS TECHNOLOGIES where they are managed by professional Web Chat Specialists. This service is available 24/7.
Web Chat is one of the most preferred and desired means of communication, but most of the time, online customers abandon their online purchase due to the lack of real-time customer service. DCS TECHNOLOGIES's customer-friendly live chat services help the clients increase their "visitor" to "customer" conversion rate.
OTHER BUSINESS PROCESS OUTSOURCING (BPO) SERVICE OFFERINGS
DCS TECHNOLOGIES Business Process Outsourcing (BPO) services combine domain expertise, process skills and technology to deliver world-class process outsourcing.