American Sentinel University Increases Customer Satisfaction Using BlackBeltHelp’s After-Hours IT Help Desk Services
CO, Sep 2017: BlackBeltHelp, a leading provider of premium quality help desk products and services in the US higher education industry, is delighted to announce that American Sentinel University (ASU) has chosen BlackBeltHelp for after-hours IT Help Desk support. As a part of this collaboration, BlackBeltHelp will provide IT Help Desk services to American Sentinel University after business hours, and on weekends and holidays.
BlackBeltHelp’s after-hours support to American Sentinel University will help them achieve their goal of providing round-the-clock assistance to their students. BlackBeltHelp’s proficient customer service agents will tend to university’s end-users’ issues and ensure their timely resolution. BlackBeltHelp, working as an extension of ASU’s team, will ensure that someone is always there to address the problems ASU’s end-users encounter.
Under this engagement, BlackBeltHelp will use SalesForce Instance for documentation purposes and resolve ASU’s students’ issues through web forms, via emails, phone calls and over chat. BlackBeltHelp will perform the following functions for American Sentinel University to provide its users a seamless experience:
» Resolve end users’ queries related to IT, instantly
» Provide after-hours support including weekends and holidays
» Escalate issues to on-site technicians in case they remain unresolved
» Deliver best services at unbeaten prices
Service Level Agreements Include Support for:
» Phone Average Speed to Answer: 60 Seconds on a per month basis >= 80%
» Email and Ticket Average Speed to Answer: < 2 hours on a per-month basis
» Chat Average Speed to Answer: < 3 minutes on a per month basis
» First Call Resolution: > 80%