ISO/IEC 27001:2022
We strive to follow the international regulations of ISO /IEC 27001:2022 for handling and processing help desk and ticket management documents.
10+
Years Of Experience
Simplifying Data. Empowering Business.
Turn Support Tickets into Better Customer Experiences
Are increased ticket volumes, ticket complexity, or ticket backlogs affecting your client experience? OIDE, the leading offshore help desk outsourcing company in India, is here to handle your customer inquiries and support queries with 99.5% accuracy and fast response times.
Whether your business operates in the USA, UK, or Australia, our trained help desk support specialists can manage customer support across multiple channels accurately. Partner with OIDE, when you want deliver consistent support to your customers and grow your business.
Outsourcing vs. In-House Help Desk and Ticket Management
Choosing between in-house help desk and ticket management and outsourcing depends on your particular requirements.
Benefits
Cost Efficiency
Outsourcing
Reduces investment on infrastructure, hiring, training, tools, and software
Inhouse
Need to spend a considerable amount to hire and train help desk specialists, and maintain a decent infrastructure
Benefits
Access to Expertise
Outsourcing
Provides access to skilled help desk professionals who possess in–depth knowledge of the industry
Inhouse
Need to hire professionals with the required expertise, and provide them training to keep them updated with the necessary communication skills
Benefits
Scalability and Flexibility
Outsourcing
Ticket management support can be increased or decreased based on the requirements easily
Inhouse
It is comparatively a time-consuming and expensive process
Benefits
Faster Processing
Outsourcing
Faster processing is possible with experienced professionals
Inhouse
Ticket processing speed heavily depends on the resources available
Benefits
Advanced Technology
Outsourcing
Through outsourcing, you can enjoy the benefits of using AI tools, modern ticketing platforms, and workflow technologies
Inhouse
Access to high-end technologies will be limited
| Benefits | Outsourcing | Inhouse |
|---|---|---|
Cost Efficiency | Reduces investment on infrastructure, hiring, training, tools, and software | Need to spend a considerable amount to hire and train help desk specialists, and maintain a decent infrastructure |
Access to Expertise | Provides access to skilled help desk professionals who possess in–depth knowledge of the industry | Need to hire professionals with the required expertise, and provide them training to keep them updated with the necessary communication skills |
Scalability and Flexibility | Ticket management support can be increased or decreased based on the requirements easily | It is comparatively a time-consuming and expensive process |
Faster Processing | Faster processing is possible with experienced professionals | Ticket processing speed heavily depends on the resources available |
Advanced Technology | Through outsourcing, you can enjoy the benefits of using AI tools, modern ticketing platforms, and workflow technologies | Access to high-end technologies will be limited |
How OIDE Helps Overcome Help Desk and Ticket Management Challenges
Offshore India data entry helps businesses manage customer requests and diverse challenges with our seasoned help desk specialists. As our team will act as an extension of your team, they can engage with tickets that demand their specific attention while we handle the rest. By delivering detailed reports on time, we help businesses analyze the improvements and ensure an outstanding experience for their customers.
- Our trained agents manage the incoming tickets using your approved templates.
- We analyze each concern thoroughly and offer personalized responses for each of them.
- With our service, businesses can minimize workloads and allow their in-house teams to focus on other activities.
- We review all the tickets and direct them to the right specialist.
- Those tickets that need urgent resolution are addressed quickly without any delay.
- Through our offshore help desk outsourcing company in India, businesses can reduce response time, and enhance team productivity.
- Our experts handle requests across email, web forms, and live chat efficiently.
- If there are any complex issues, they will be escalated with accurate customer details.
- By partnering with OIDE, the email and chat support outsourcing company, and picking chat support outsourcing services, businesses can minimize the pressure on their in-house help desk team.
- The experts at OIDE analyze all the tickets, and those with complex issues are escalated to the senior staff for smooth handovers.
- We track those pending tickets until the required action is completed.
- Through our service, businesses can ensure timely action for urgent issues and customer satisfaction.
- We handle the old and unattended tickets systematically as a dedicated backlog clearance project.
- Our agents resolve the tickets that require action and close the rest.
- With our help desk support, businesses can minimize ticket backlogs.
- Our experts can prepare and maintain knowledge base articles and response templates
- The reports contain ticket volumes, response times, and resolution rates.
- Through our service, businesses can understand the performance of the help desk team and take data-driven decisions accordingly.
Why Choose Our Help Desk Support Service?
HIPAA and SOC 2 Type 2
Our processes are designed to support key practices of HIPAA and SOC 2 Type 2 to ensure the security and integrity of your help desk and ticket management data.
300+ Projects Delivered
We have supported 100+ clients in help desk support services.
Case Studies on Help Desk and Ticket Management and Chat Support Outsourcing Services
Case study 1
A software company in the UK approached OIDE when its support team struggled to manage a high volume of routine requests. By analyzing the challenges, we deployed a team of experienced help desk professionals to manage the project.
Our team handled the first-line responses, categorized incoming requests, resolved the tickets that required immediate attention promptly, and handled the rest without much delay. Through our help desk support service, our client gained a 35% improvement in response time and an 85% reduction in the support backlog.
Case Study 2
A logistics company in Australia was facing challenges in managing customer requests that are shared via email, web forms, and portals. OIDE, the leading email and chat support outsourcing company, supported the client by implementing systematic workflows in the project. Our team resolved requests across multiple channels, escalated complex ones, and tracked them until the required action was completed. With the right support from OIDE, the trusted offshore help desk outsourcing company in India, the client was able to achieve 50% increase in ticket resolution rate and 42% reduction in overdue tickets.
Help Desk & Ticket Management Frequently Asked Questions
01
Help desk outsourcing is the process of assigning technical support functions to an external service provider. At OIDE, a leading offshore help desk outsourcing company in India, we have experts who can handle customer queries, ticket raising, and escalation efficiently by following client guidelines. Whether you need support for a short-term or long-term period, you can contact us, and we can serve your needs.
02
We can deliver help desk and ticket management support as per your business requirements and agreed time schedules. Even if there is a difference in time zones or business hours, we can manage them by making necessary changes in our working methods and workflows.
03
Yes, our agents can communicate with your customers by adopting your communication style, language, and using your name. In addition, our experts will also maintain communication standards and will follow your guidelines and instructions while communicating with your customers.
04
Our technical experts can quickly learn your product/service details and work to your specifications, as most are highly experienced in the help desk and ticket management industry.
05
We can measure help desk quality and create reports based on the agreed performance indicators. Some of the indicators that we usually use in help desk and ticket management are ticket accuracy, response time, resolution time etc.