A User-Focused Imperative
EMMsphere believes marketing operations solutions exist to solve the day-to-day problems of marketing operations professionals. So we designed our Help Desk (Level 1 User Support services) to ensure that we capture all reported issues accurately and to make sure your users get immediate responses with complete, actionable information. We don’t just inform on features – we help users solve problems.
Our Help Desk Services enable clients to personalize and align their Level 1 User Support to their operational needs and business processes. Clients identify and specify which types of user service requests should be included within their Service Level Agreement (SLA) during initial startup of EMMsphere Help Desk, and can update or fine-tune their SLA anytime thereafter as needed.
Fast, Timely & Actionable
Users love EMMsphere Help Desk because we’re accessible, responsive and easy to work with. Our Help Desk clients will experience SLA performance that exceeds the contracted terms and a user experience that will drive user adoption off the charts.
But more importantly, whether users call with specific how-to questions, or whether they inquire about broader problem solving issues, our Help Desk team delivers responses within the context of each user’s specific business operations.
Because EMMsphere knows your users don’t want online help guides recited back to them — they want immediate and actionable answers for specific live scenarios.
Areas of Expertise
Training & Guidance
- Base platform functionality & features
- Client’s unique configuration & business process
- Customizations & integrations
Personalized Service Requests
- Data administration
- Content administration
- User administration
- User interface (UI) personalization
- Temporary incident resolution
- Business process guidance
Service Level Management
- Call pickup ( < 30 seconds 70% of the time)
- Abandoned calls ( < 5% )
- First call resolution ( 90% )
- Time to respond ( < 2 hours )
- Time to resolve ( < 2 hours )