Every customer has unique service requirements, however as a start point we can provide two different options:


STANDARD SERVICE:


Monday to Saturday 8am to 6pm

Sunday 9am to 4pm

Shared Support Personnel

English Language

Dedicated phone number

Generic contact messages

60% fix by phone

Target Fix time 15 minutes

Average Call to Answer <50seconds

Call Abandonment Rate <10%

ENHANCED SERVICE:


Monday to Saturday 8am to 9pm

Sunday 9am to 6pm

Option for dedicated Support Personnel

English Language, options for French German Italian and Spanish

Dedicated phone number

bespoke contact messages

80% fix by phone

Target Fix time 10 minutes

Average Call to Answer <30seconds

Call Abandonment Rate <5%
Gwibs 24/7 Help Desk Service has been designed to offer our customers a cost efficient service that can complement a customer’s internal support desk. Further to this, if a customer is looking to reduce employed staff costs, then we can provide a bespoke service effectively replacing an internal Level 1 Help Desk.

Building on our “Green IT” credentials, we have set up this service based on a flexible home worker model. This allows us to expand efficiently as we have access to skilled staff across the UK, rather than being constrained by the labour market in a specific area. There are clear benefits for our employees of being home based, so we have great employee retention rates, which helps in our efforts to constantly improve our service.

The Help Desk is run using SiteWebdesk software. This is a web based system that is extremely flexible and allows a wide range of users to access the system within certain security restrictions.

Customer’s nominated staff is given a URL that will take them to their specific support pages on the system. Here they will be able to see all the details relating to the call, and how it is progressing.

Management will have access to the system to review call progress and view various reports that will have been designed to meet your specific reporting requirements.

Components of the Service

We will provide a call management service which gives initial diagnosis using agreed technical scripts, combined with the support agent’s own expertise and experience.

We will provide follow up to each call giving response times based on the nature of the call.

We will escalate calls to the appropriate area for further resolution and call closure. This could be the customer’s 2nd 3rd or 4th level support teams, or to other agencies such as the Hardware Maintainer.

Regular updates to keep the client informed of incident progress leading to the resolution of the incident relating to the software and / or equipment installed to the client’s store(s) and head office(s).

A basic or enhanced service providing agreed support levels for software and hardware incidents.

To offer a cost effective solution using fixed cost shared resources as a stand-alone service or as part of a whole solution for the duration of the contract.

To provide support when the client undertakes a system / POS refresh / store rollout programme.


Gwibs 24 7 Help Desk Services.pdf
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