American Help Desk’s experienced team of Dispatch Services agents are available 24/7/365 and are always on-call and ready to deploy on-site personnel.
Call Dispatch Services and Support Procedure:
Our Dispatch Support Agents field inbound support inquiries by telephone, email and chat.
Our agent will gather caller details and issue description and determine the need for on-site dispatch, based on client specifications. Once the details are logged, they are transferred to the client’s specified contact electronically as well as by phone call. After the dispatch order is approved and claimed by client’s on-site personnel, the dispatch team will keep the ticket open throughout the process, remaining available to assist the on-site personnel and provide any dispatch updates to the caller.
When the dispatched field personnel has completed their visit, the dispatch support agent will follow up with both the caller and the dispatched personnel to determine if further dispatch or escalation may be necessary. When the issue is resolved, American Help Desk’s Dispatch Support Agent will update the ticket with resolution details, add any new information to our knowledgebase and close the ticket.
American Help Desk provides complete dispatch services from the first call, to resolution. Our service delivery specialists work with each client to set and follow specific guidelines for dispatch support including call handling options, connecting, transfers, personalized scripts/FAQ’s, escalations, ticketing/messaging and more.
Dispatch Services Available from American Help Desk: