Outsourced
Help Desk Services
Help desk outsourcing helps your customers solve tech and account issues quickly, no matter the channel they use. It’s a smart way to improve service quality, boost efficiency, and keep satisfaction high without overloading your in-house team.
Trusted by global leaders
We offer
Tier 1 support
We handle everyday questions and common issues—things like how to use a feature or why something isn’t working as expected. Our agents guide customers with clear explanations and step-by-step instructions, helping them get back on track fast.
Tier 2 support
When problems go beyond the basics, our Tier 2 agents step in. They take the time to investigate deeper issues, troubleshoot thoroughly, and resolve them when no outside expertise is required. It’s hands-on support with more technical depth.
Tier 3 support
Our Tier 3 team takes over for the most complex cases. These issues often require the involvement of developers or product specialists. We coordinate with the right experts, track the case closely, and make sure your customer gets a reliable fix without the back-and-forth.
Reap the benefits of help desk support outsourcing
Outsourcing not only enhances customer support but also drives down costs. With our help desk experience, transparent operations, and flexible, owner-minded approach, we deliver solutions that maximize customer satisfaction and improve overall operational efficiency.
Quality assurance (QA)
Years of experience
Customer satisfaction (CSAT)
Agents on board
Help desk outsourcing services for every industry
SaaS
We understand the dynamic nature of SaaS, so our teams are built to scale with business demands. We deliver custom help desk services that optimize uptime, manage subscriptions, and improve customer retention.
FinTech, Blockchain & Cryptocurrency
With knowledge of fintech and blockchain technologies, we provide specialized support that ensures compliance, security, and seamless transactions—essential for these highly regulated and complex sectors.
Aviation & Travel
In aviation and travel, prompt, knowledgeable support is key. Our global help desk services help manage booking issues, flight disruptions, and customer inquiries, enhancing the overall traveler experience.
Legal
As a legal help desk partner, we can handle everything from client communications to case management inquiries while maintaining strict confidentiality and adherence to strict legal standards.
Healthcare
Healthcare requires precision and regulatory compliance. Our services ensure secure, compliant support for patient inquiries, appointment scheduling, and medical billing, meeting both safety and privacy standards.
Logistics & Delivery
In logistics, timely, efficient support is essential for managing orders, deliveries, and customer expectations. We help streamline tracking systems, delivery inquiries, and issue resolutions, ensuring smooth operations across the supply chain.
E-commerce
Customer support in e-commerce needs to be fast and efficient. We apply help desk best practices to resolve order issues, product inquiries, and returns, reducing operational friction in a high-demand environment.
Media & Entertainment
In media and entertainment, customer support must be both responsive and knowledgeable. We assist with content access, account issues, and subscription services, ensuring customers get timely resolutions in a fast-paced industry.
End-to-end outsourced help desk support
Quality assurance
Real-time, customized analytics
Recruitment
Uninterrupted operations
Inhouse training center
IT setup and maintenance
Results that speak
for themselves.
“AI call simulation lets agents experience real interactions from day one — practicing, making mistakes, and improving in a completely risk-free environment.”
“A dedicated 24/7 team that adapts perfectly to our workload and scales on demand — without a drop in quality.”
“Faster response times, lower support costs, and a significant improvement in customer satisfaction — all measurable within the first quarter.”
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Describe your project and scope of tasks and have our manager prepare a customized proposal tailored to your specific needs.
Why choose us?
Proven success across industries like Aviation, Travel, Retail, FinTech, Government, and Delivery.
Customer-focused methodologies, including CSAT and NPS tracking, drive continuous improvement.
Top-tier data security with PCI DSS, ISO 27001, ISO 27701 (PIMS), GDPR, and HIPAA compliance.
Help desk support outsourcing solutions that create exceptional customer experiences around the globe.
Fast implementation with operational transparency and dedicated professionals.
Scalable solutions with the ability to add 50 agents per month to match growing demands.
Multilingual support in over 30 languages for maximum reach.
24/7 global help desk services ensure round-the-clock customer support.
An owner-like approach that maximizes positive outcomes and cost-efficiency.
How we ensure high-quality service
Meticulously study customer feedback at our regular feedback sessions, which helps us identify areas for improvement and adapt our approach.
Conduct quality checks and analyze the results with supervisors, coaches, and project managers to ensure high standards are maintained.
If we identify any skill or knowledge gaps, we arrange targeted training sessions to address them promptly.
Align our communication with the client's specific tone, language, and values, maintaining brand consistency while delivering excellent support.
Continuously monitor and adjust our processes to ensure that the quality of help desk services remains consistent.
Security & compliance
PCI DSS
Simply Contact is PCI DSS certified, maintaining the highest level of security for all card transactions and protecting clients' sensitive data.
ISO 27001
An internationally recognised standard for managing information security, ensuring robust processes to safeguard sensitive information.
ISO 27701
The international standard for privacy information management (PIMS), with requirements mirroring GDPR compliance and protecting personal data.
HIPAA
HIPAA compliance ensures protection of sensitive health data for clients in healthcare, insurance, and health tech industries.
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Frequently asked questions
Help desk support is a service designed to assist customers by managing and resolving their inquiries or issues. It acts as a centralized platform that helps organize, track, and automate customer requests, ensuring no issue goes unnoticed. Through multiple channels, customers can engage in live chats with support agents, receiving quick assistance or troubleshooting advice. The help desk function is to streamline the resolution process, enabling customer support teams to respond to and resolve issues efficiently.
Help desk support involves providing dedicated assistance to customers, ensuring their issues are addressed in a timely and effective manner. Outsourcing this service allows your in-house team to focus on more strategic tasks. To address help desk challenges, we categorize our support into three tiers based on the complexity of the issues. Each tier is handled by skilled professionals, and when necessary, we escalate the matter to the appropriate experts to ensure a swift resolution.
Yes, we provide comprehensive multilingual help desk support in over 30 languages. This allows us to serve a wide range of customers across the globe, ensuring that language barriers never hinder your ability to deliver exceptional service. Our help desk staff is ready to handle inquiries of your customers in their preferred language, providing consistent and reliable support.
Absolutely! Our help desk services can be easily integrated with your existing CRM and ticketing systems. This integration ensures that all service requests, customer data, and communication history are synced seamlessly across platforms. It streamlines your internal workflows, allowing your team to manage and resolve issues more efficiently while providing your customers with a smooth, hassle-free experience.
Yes, we offer 24/7 help desk support, so your customers will always have access to assistance whenever they need it. Our team is available around the clock to resolve issues, answer questions, and keep your business running smoothly. Whether it’s during peak business hours or in the middle of the night, you can rely on us to provide uninterrupted, high-quality support for your customers.
Help desk companies offer different pricing models. Here are the most common options:
1. Pay per ticket: With this model, you pay for each incident or ticket resolved by the support team. The average cost per ticket is typically around $20, but it can vary based on the complexity of the issue.
2. Pay per call: This model charges you for every call handled by the outsourced help desk. While simple, it may be less efficient, as some issues require multiple calls to resolve fully.
3. Pay per minute: In this model, you’re charged based on the amount of time an agent spends addressing a customer’s issue. This is best suited for situations where interactions are typically brief to avoid excessive costs.
4. Pay per agent: Here, you pay a flat rate for each help desk agent dedicated to your account. This option provides you with specialized agents who become familiar with your systems and processes, ensuring high-quality, efficient support.
Ready to see results like these?
Tell us about your support challenges and we'll put together a tailored proposal within 48 hours.
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