Your technical support 2.0

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IT Support Outsourcing – Efficient Solutions for Your Technical Customer Service

In the digital era, reliable IT support is crucial to assist customers optimally with questions and technical challenges. IT support outsourcing offers your company the opportunity to professionally and flexibly delegate customer service. Whether installation issues, login errors or technical difficulties, our team is available to your customers at all times on their preferred channels – whether by phone, email or online chat. This not only increases customer satisfaction but also relieves your internal teams and allows you to focus on your core business.

Why Outsource IT Support?

IT support outsourcing at Rhenus :people! offers numerous advantages to optimize your service quality while saving costs. With an experienced partner by your side, you can meet your customers’ demands at any time and guarantee quick solutions even during peak inquiry volumes. Our experienced team in IT helpdesk outsourcing ensures that all inquiries are handled flexibly and competently, thus avoiding long waiting times and frustration.

The benefits of outsourcing through collaboration with Rhenus :people!

Increase in customer satisfaction

Professional and timely responses to all customer concerns promote trust and strengthen customer loyalty.

Scalability and flexibility

Through IT support outsourcing, you can quickly utilize additional capacity depending on demand to maintain high service quality even during peak periods.

Focus on your core business

By outsourcing IT support, you regain valuable time and resources to concentrate on your main business.

International availability

Our multilingual team enables you to reliably serve customers worldwide, no matter where they are located.

The Difference Between Technical Support and Customer Support

The term technical support often evokes the image of call center employees who handle general customer issues such as payment or delivery problems.
However, these types of inquiries fall under the scope of customer support, not technical support.

Technical support focuses on specific product-related concerns and differs by the type of problems it solves. It includes assistance with installation errors, user problems and other technical challenges that prevent customers from using a product optimally. Essentially, technical support aims to help customers use a product smoothly and efficiently.

Thus, technical support and customer support complement each other in their functions: while technical support provides deeper technical solutions, customer support handles general inquiries and ensures a positive user experience.

The advantages of IT help desk outsourcing

24/7 support, even on holidays and weekends.
You can focus more on innovation and business growth.
Response and resolution times are reduced.
Automation is increased.
Ticket volume is reduced, simplifying operations.
Operational flexibility and scalability are improved.

Your benefits with Rhenus :people!

Flexible extensions during off-peak hours, peak times, or as partial or full outsourcing
Communicative, trained IT technicians/IT specialists
System-independent work with external solutions

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What Are the Different Levels of IT Support?

Level 1 Support

The first support level is the entry point for customer inquiries and concerns. Employees at this level possess basic technical knowledge and often serve as the first point of contact for customer inquiries via email, phone or social media. They collect customer information, answer general questions and assist with minor problems through simple instructions and checklists. If the issue is more complex and cannot be resolved, they create a ticket and forward it to the next support level.

Level 2 Support

The second support level handles more complex problems that could not be resolved at the first level. These support employees have extensive experience and deeper knowledge in technical support and troubleshooting. After reviewing the ticket from the first level, they contact the customer to clarify specific details of the problem and apply targeted troubleshooting techniques. If the problem cannot be resolved at this level either, it is escalated to the third support level.

Level 3 IT-Spezialist

The third support level includes highly qualified technicians such as engineers and programmers who are usually involved in the development of products and technologies. They deal with deep technical problems that may originate in programming or production of the product. If the issue is due to a code error or production defect, they work on a solution that may require a software update or product adjustment. Solutions found are passed on to the first two support levels to enable faster resolution of similar problems in the future.

This structured division into support levels ensures efficient handling of all inquiries and increases customer satisfaction.

Technical support and competence 2.0

Create maximum customer satisfaction – even in critical situations. Give it a try and let our services convince you!

info.ros@rhenus.com +49 800 100 39 56

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