Z-Desk

Making help desks more helpful

 

 

Z-Desk emphasizes the help in help desk by allowing clients to save on operational expenses while greatly improving their customers’ satisfaction.

Mercury Z’s hires and trains only high-achieving personnel—people who act quickly and precisely, thus giving our clients more bang for the buck. In addition, Z-Desk decreases overhead and increases efficiency with its consolidated approach to customer-facing and internal help desk support. Rather than using separate help desks for separate issues, Z-Desk puts everything in one location, giving customers access to the required level of support via a single call.

In terms of customer retention, Z-Desk’s friendly personnel are trained to inform callers while clearly and swiftly resolving problems. Doing so removes some of the anxiety typically associated with help desk calls and vastly improves customer satisfaction. Z-Desk associates field calls 24/7 from one of Mercury Z’s two Cary, NC, call centers. Additionally, Z-Desk includes ongoing training, rigorous reporting, and metrics in order to verify productivity and success.

Mercury Z’s overall help desk capabilities include:

  • General technical support of users or customers
  • Network support
  • Application support
  • Hardware diagnosis
  • 1st line support to solve basic software and hardware issues
  • 2nd line support, which resolves more complex hurdles pertaining to software and hardware. These tickets are typically escalated from 1st line.
  • 3rd line support tickets usually involve certified engineers to resolve high-level hardware and network operating system problems.
  • The use of advanced ticketing tools

 

The convenience of Z-Desk

 

 

Creating a client-specific helpdesk

Mercury Z also has the flexibility and expertise necessary to create an industry- and client-specific call center, one that is tailored to the exact needs of the callers or users who rely on it. Regardless of the case, Mercury Z can build this new help desk from the ground up or integrate into an already-existing operation.

For example, one of our past clients included a large telecom carrier that required very specific services, including inbound and outbound calling, troubleshooting, DSL configuration, DNS support, and IP allocation and migration. As part of this Z-Desk solution, Mercury Z:

  • Developed an initial implementation strategy and schedule based on stakeholder requirements
  • Hired, implemented, and trained 70+ staff
  • Compiled a database of the affected customers
  • Developed a strategy for assisting customers based on individual network configurations
  • Created a custom ticketing and documentation system
  • Helped each customer migrate with minimal downtime
  • Provided efficient and measureable help desk plan that was able to evolve with the client’s needs
  • Used detailed performance metrics to verify effectiveness