Support Services

For many businesses offering support services to clients, running the helpdesks associated with different contracts is the most difficult part of their business.  Message Pad is on hand to offer a prompt and professional response, provide solutions to ensure the successful management of your contracts and ensure your clients always receive excellent customer service.

Outsource your customer service desk

Message Pad can handle either all your sales, service and call-out requests or we can just take overflow and/or out-of-hours calls.  At the same time, our multi-media capabilities mean we can handle your email, web contact and SMS, delivering detailed information to your sales team,  delivery schedulers and, via Web Services, to your engineers' mobile devices*.

• Bureau and dedicated agents available 24/7/365
• Absorb seasonal, weekly and contractual fluctuations in demand with our scalable resources
• Mobile Workforce technology developed in line with Windows Mobile 6.5 available as stand-alone solution or as part of a complete outsourced service
• Comprehensive audit reporting and digital call recording as standard
• Integral Business Continuity resources at your disposal for unexpected disruptions to your business at no additional cost
• Flexible charging structure - we will beat any UK outsourcer on cost.

Key Features & Benefits

Our call handling application can incorporate all the different call types you expect to receive so our agents can handle calls just as your own staff do. 

Your customers' contractual requirements can be built into the call handling application as well as any databases of locations, products, assets and warranties, maintenance plans, SLAs, staff skill sets, escalation rules and rotas.  We then create one easy-to-use screen for our agents to work with, from which all your company information can be accessed at point of contact with your clients; agents don't have to swap between screens or search through paper based information ensuring accuracy and a quick and efficient response at all times.

• Create a centralised communications 'hub' to ensure effective query & job resolution
• Offer reliable, secure services to all clients
• Our flexible, scaleable technology allows you to quickly add new contracts, products & services into our call handling
• Detailed bespoke management reporting available for end-to-end contact/job monitoring.

Read the Almex/First Group case study for more information on a complex support service solution.