Helpdesk
Callpoint Inbound Services
Professional first level support
Highest First Contact Resolution
12 years helpdesk experience
Specific industry knowledge
Transparent costs
Due to the massive increase in mechanization and digitalization, technical consulting and problem solving are becoming far more important. In the business customer sector, it is essential to maintain functioning processes and operations, as every minute of downtime costs money. In the end-customer segment, smooth product and service experiences must be ensured. If not, brand appeal will fade and repurchase intention along with it.
Our helpdesk services ensure that your company is available to your customers 24/7. Our IT-savvy and solution-oriented helpdesk specialists solve your support tasks professionally and ensure satisfied customers – in four languages (Swiss German / FR / IT / EN).
Our helpdesk solution is comprehensive but modular. You decide which modules are right for you and get a solution tailored to your needs.
Multi Channel Services
Multi Channel Services
Extended service hours 24/7
Extended service hours 24/7
1st level support
1st level support
Regulatory Excellence / Compliance
Regulatory Excellence / Compliance
2nd level support
2nd level support
Training & Learning
Training & Learning
Case management
Case management
Ticketing Tool
Ticketing Tool
Escalation management
Escalation management
Business Continuity Management
Business Continuity Management
Business analytics / reporting
Business analytics / reporting
Continuous improvement process
Continuous improvement process
Our employees are not just specially trained and tech-savvy. Further in-depth product and project training, dynamic scripts, and an IT-supported knowledge database ensure a high rate of first contact resolution. Our IT infrastructure and technical expertise allow you to use your own ticketing tool or benefit from our internal system.
All this makes for a positive experience and satisfied customers!
A helpdesk is the central point of contact for incoming inquiries from customers, employees or partners. In inbound operations, these are received via channels such as telephone, email, chat or web forms, converted into tickets and systematically processed. With the help of modern helpdesk software, you can keep track of open tickets, problems and queries – making your desk the control center of your support.
Outsourcing your helpdesk to Callpoint has numerous advantages – especially if you value professional support, scalable processes and a reduced workload for your employees. As an experienced partner in the field of inbound services, we offer you a fully managed helpdesk system that is individually adapted to your requirements. Your incoming inquiries – whether by email, telephone or chat – are recorded in a structured manner by our qualified employees, converted into tickets and processed efficiently.
A professionally set up helpdesk ensures shorter response times, more satisfied customers and relieved employees. It serves as a central desk for all inquiries, forwards relevant tickets in a structured manner and documents every interaction in a traceable manner. Through the targeted use of software and a well-coordinated support team, companies can not only solve existing problems, but also systematically improve service quality. The helpdesk thus becomes a genuine partner for long-term customer satisfaction – from start to finish.
